Freuently Asked Questions
We know IT and technology can sometimes feel complicated, so we’ve put together answers to the questions we hear most often. Our aim is to be completely transparent — from how our services work to exactly what they cost — so you always know what to expect.
If you don’t see your question here, please get in touch with our team and we’ll be happy to help.
About SCIS UK Limited
What does “SCIS” stand for?
SCIS originally stood for Simon Carter Internet Services. As the company has evolved, the name reflects our origin and our UK base, even though we now offer many services beyond “internet”.
How long have you been trading?
We started trading in November 1999, and became a limited company on 1 February 2002.
Where are you based?
Our main office is at Jubilee Farm, 76 Lincoln Road, Dunholme, Lincoln, LN2 3QY.
The registered office is at 23 Algitha Road, Skegness, Lincolnshire, PE25 2AG.
What kind of customers do you support?
We support a wide range, from individual users, through small to medium businesses, up to larger organisations and schools. We tailor our support and services to match your scale and needs.
What makes SCIS UK different from other IT service providers?
Some of our key differentiators:
High level of personalised, friendly support.
Honest, transparent pricing and no “gotchas.”
Long-standing experience (25+ years) with a solid local base in Lincolnshire, yet able to serve customers further afield.
Flexibility in our contracts and services, making sure what we deliver matches what you actually need.
Services & Products
What services do you offer?
We offer a wide range of IT & communication services, including data & voice cabling, IT support (onsite & remote), desktop and laptop repairs, hosted telephone systems (cloud telephony), hosting & domain registration, connectivity services, computer/server supply, and more.
Do you provide contract / maintenance agreements?
Yes, for many businesses (and schools) we offer ongoing maintenance or support contracts.
Do you do work for schools?
Absolutely. We provide IT support specifically for schools, including monthly maintenance, network audits, content filtering, backups, website design & hosting, and more.
What product lines do you carry?
We supply laptops and desktops, computer servers, peripherals & spares, antivirus/security software (e.g. ESET), Office 365 and hosted Microsoft tools, etc.
Do you offer off-site backup / remote backup?
Yes. Off-site / remote backup is part of our product / service portfolio.
Pricing & Payments
How is labour charged?
We have clear labour rates depending on the type of work (on-site / remote / workshop), and time periods (standard hours, evenings, overnight, weekends). Charges include not just time spent physically, but remote tools, admin, etc. (see our pricing table for details).
Do you hide extra charges or fees?
No. Transparency is important to us. All costs are displayed, including VAT, out-of-hours rates, what constitutes “time and a half” or “double time,” and additional overheads.
How are labour times rounded / billed?
We charge to the nearest hour. For example, 35 minutes becomes charged as 1 hour; 1 hour and 25 minutes as 2 hours.
When do I pay?
For Mail Order & Telephone Order (MOTO) transactions: payment is required before dispatch.
For collections from our office: payment is due strictly upon collection.
For customers with established credit facilities: payment is by 30 days from invoice via Direct Debit. Delays may lead to withdrawal of credit.
Support & Technical
How can I submit a support request / ticket?
Via our support portal: helpdesk.scisuk.com or email helpdesk@scisuk.com. We also provide options for remote support using tools like TeamViewer.
Do you offer remote support?
Yes. Remote support is part of our service suite. Many issues can be fixed without needing an on-site visit.
What are your opening / service hours?
Our standard office hours are 09:00–17:00, Monday to Friday. Outside of those, out-of-hours support is available at higher rates.
What happens if I need urgent help outside of business hours?
We do offer out-of-hours support (evenings, overnight, weekends). Rates are different (time and a half, or double time) depending on time slot.
Do you provide Service Level Agreements (SLAs)?
For contracted clients, yes — these will outline response times, priority levels, etc. The exact SLA will depend on the service level you’ve agreed with us.
Domains, Hosting & Web Services
Can I register or transfer a domain through SCIS?
Yes — domain registrations and transfers are handled via our client portal.
Do you offer website hosting and related services?
Yes. We offer website hosting, domain names, and related hosting services.
What happens if I need to update or renew my hosting / domain?
These are managed through the client portal; you’ll receive notices for renewal, and you can pay or manage changes through your account.
Can you help with website design / web development?
Yes. We offer web design and web development in addition to hosting, domain and email management.
Reliability, Security & Policies
What security measures do you have in place?
We use industry-standard tools for protection (antivirus, firewalls, etc.), offer secure backups, and have policies for data protection. We also have a Data Protection Policy available for download.
What happens if there is hardware failure or data loss?
We’ll work with you to restore and recover where possible, using backups if available. If you have a contract or maintenance agreement, procedures will be spelled out in that agreement.
How quickly will you respond to issues?
Response times depend on severity / priority and whether you have a support contract / SLA. We aim to respond promptly during business hours, and have out-of-hours support for emergencies.
General / Miscellaneous
How do I become a customer or get a quote?
Contact us via phone (01522 525229), email (info@scisuk.com) or through the contact page. For many services, we offer a free initial assessment or consultation.
What areas do you serve geographically?
Based in Lincolnshire, we serve the Lincoln and surrounding areas, but many of our services (hosting, remote support, domain services) are available across the UK.
What is your refund / cancellation policy?
This will depend on the specific service, contract or purchase. For hosting, domain registration, etc., terms and conditions apply as set out in your agreement or on the portal.
How can I keep my systems up to date / secure?
Regular maintenance (software, firmware, OS updates), backups, antivirus, monitoring are all parts of our service. We recommend clients maintain a regular maintenance schedule to reduce risk.