12 Months Technical Support

Technical Support for Memorial Masons

Keeping your design studio and production workshop running smoothly is our priority. We provide specialist, reliable IT and hardware support tailored specifically to the UK memorial masonry sector.

Whether you need help setting up a new system or troubleshooting an issue in the middle of a busy production run, we support the digital tools you rely on every day.

What We Support

We cover your entire production workflow, regardless of whether you purchased the equipment from us or another supplier:

• Design Workstations: PC and computer support optimized for monument design.

• Specialist Software: Troubleshooting for specialized vector design software, layout tools, and font/stencil applications.

• Cutting Plotters: Calibration, driver connectivity, and configuration for vinyl and stencil cutters.

Our Service Standards (SLA)

We operate under a clear Service Level Agreement during standard UK business hours (Monday to Friday, 09:00 – 17:00), categorizing issues so you always get the urgency you need:

• Priority 1 (Critical – Total Production Halt): If your plotter is completely down or your main design computer won't boot, we target a response within 2 hours to get you moving again.

• Priority 2 (High – Degraded Service): For software glitches or hardware misbehaviour that slows you down but doesn't stop work entirely, we target a response within 4 hours.

• Priority 3 (Normal – Minor Queries): For general advice, configuration changes, or font import questions, we respond within 1 business day.

How We Work

We use secure remote-desktop tools to jump straight onto your computer and diagnose issues instantly, minimizing workshop downtime. For equipment not originally supplied by us, we use all reasonable endeavours to find a workaround or fix to keep your business moving forward.