What support covers
I’m happy to help diagnose and resolve everyday technology problems where I reasonably and safely can. This includes common issues involving Wi-Fi, computers, phones and tablets, printers, smart TVs, software, accounts and device setup.
More complex faults, hardware repairs, specialist work, data recovery or issues outside my experience may require professional support. In those cases I may only be able to identify the likely problem, explain your options and point you towards an appropriate service.
Information collected through the support form
The support form may ask for basic information needed to understand and manage your request, such as your name, flat number, contact details, device type, a description of the problem and information about how the issue is affecting you.
Please do not submit passwords, banking information, authentication codes or other highly sensitive personal information. If a password is required during troubleshooting, you should enter it yourself rather than sharing it with me.
How your information is used
Information submitted through the form is used to understand the problem, contact you about the request, organise support and keep appropriate support records.
Support problems and the steps taken to diagnose or resolve them may also be documented for personal learning and educational purposes. Any case notes used for that purpose will be anonymised and will not include your name, flat number, contact details, passwords or other information that could reasonably identify you.
Confidentiality and record keeping
Personal information submitted as part of a support request will be treated confidentially and used only where reasonably necessary to provide support and maintain appropriate support records. Support records will not be deliberately published with identifying personal details.
Records will be kept only for as long as they are reasonably useful for managing the request, documenting the support provided and maintaining the learning record of the project.
Responsibility and safety
I will avoid making changes that I believe create an unreasonable risk to your device, data or accounts. Where an action could involve data loss, a factory reset, reinstall, firmware change or another significant risk, I may recommend that you back up your data or seek professional support instead.
You remain responsible for your own accounts, purchases, passwords and important data. Support does not include access to online banking, handling authentication codes, or taking responsibility for third-party services and products.
Questions
The support form is the main way to contact Blackfriars Technology while the dedicated support mailbox is being set up. A dedicated domain email address will be added once available.