Service hours (UK time)
- Helpline: Mon–Sat 09:00–18:00 (UK) · Sun Closed
- Email & contact form: monitored during the hours above
- Public holidays: reduced availability; messages are queued for the next business day
Educational guidance only — no remote access, no repairs, no manufacturer representation.
Response targets
We aim to respond quickly and clearly. These are targets, not guarantees, but we designed them to be realistic and fair.
| Channel / Request | Target acknowledgement | Target follow-up / outcome |
|---|---|---|
| Contact form / Email (new enquiry) | Within 1 business day | Booking window or next steps within 1 business day after acknowledgement |
| Plan holder question | Same business day (during hours) | Actionable guidance or slot proposal within 1 business day |
| Helpline call | Immediate during service hours | Email summary / notes the same day where appropriate |
| Reschedule request | Within 1 business day | New slot confirmation within 1 business day |
| Complaints | Within 2 business days | Resolution proposal within 10 business days (see Complaints) |
If volumes are unusually high (e.g., major OS updates), we'll post a notice and keep you informed.
A "business day" throughout this page means Monday to Saturday, UK time, excluding UK public holidays — matching our helpline hours above. A message sent Saturday evening or any time Sunday is counted from the start of the next business day, not from when it physically arrived in the inbox.
Bookings & session windows
- Session length: typically 20–40 minutes, focused on one clear outcome (for example, connect via Wi-Fi and run a proof page).
- Preparation: have the device model, OS version and connection method to hand; close stalled print jobs if possible.
- Rescheduling: see our Refund & Cancellation Policy for notice periods and fees.
Fair use & limits
- Guidance covers brand-neutral, beginner-friendly steps. We do not take remote control or perform repairs.
- For tightly managed corporate devices or suspected hardware faults, we will explain limitations and signpost appropriate next steps.
- Repeated no-shows may affect priority. See Refunds & Cancellations.
"Fair use" comes up specifically with the Lifetime plan, where there's no fixed consultation count. In practice it means the same volume of use you'd expect from an engaged individual or household working through occasional device issues over time — not a substitute for ongoing IT support for a growing business. If usage patterns suggest the latter, we'll raise it directly and suggest a plan that actually fits, rather than restricting access without explanation.
Accessibility & priority assistance
Tell us if you need adjustments (for example, large-print notes or a slower pace). We prioritise accessibility requests where possible. See our Accessibility Statement.
Maintenance windows
Occasionally we schedule site maintenance outside core hours. If something urgent is required, we will keep disruption minimal and post a short notice on the site.
Scheduled maintenance is planned outside helpline hours where possible (typically late evening or Sunday, UK time) specifically so it doesn't overlap with when you're most likely to be reaching out.
Questions people ask about our hours
What happens if I message outside service hours?
Your message is received and queued — we don't lose anything sent outside hours. It's simply acknowledged from the start of the next business day rather than immediately.
Which UK public holidays do you observe?
The standard England and Wales bank holiday calendar, since that's where our governing law and UK service operations are based.
What if my issue feels urgent but it's outside your hours?
Our guidance is educational rather than emergency support, so nothing we cover should be time-critical in the way, say, a security incident would be. If a device issue is genuinely urgent for your situation, a manufacturer's own support line (often available outside our hours) may be the faster route in the moment.
Do response targets apply the same way to every plan?
The core acknowledgement and reschedule targets apply across all plans. Higher-tier plans (Annual, Teams) get priority email during their term, as noted on the Plans & Pricing page, but nobody is left without an acknowledgement within the standard target.
Contact
- UK helpline: +44-808 531 0585
- Email: support@guideaxis.online
- Contact form: /contact-us
For legal terms, see Terms & Conditions. For privacy, see Privacy Policy and Cookie Policy.