Find answers to common questions about our services
Zafrax Limited provides IT services across Greater Manchester and the North West of England. This includes Manchester, Salford, Stockport, Bolton, Oldham, Rochdale, Tameside, Trafford, Wigan, and Bury. We can also provide remote support services to clients anywhere in the UK.
We specialise in supporting small and medium-sized enterprises (SMEs) typically with 5-250 employees. Our flexible service packages are designed to scale with your business, whether you're a startup or an established company looking to modernise your IT infrastructure.
Zafrax Limited was established in October 2013 and has been providing professional IT services for over a decade. We are registered with Companies House (Company No: 08742591) and have built a strong reputation for reliable, honest IT support in the Manchester area.
Yes, we hold Cyber Essentials certification, are registered with the ICO for data protection, and are a Microsoft Partner. We maintain comprehensive Professional Indemnity Insurance and Public Liability Insurance to protect our clients.
Our standard support hours are Monday to Friday, 9:00 AM to 5:30 PM. Our support helpdesk operates 8:00 AM to 6:00 PM. Extended hours and emergency out-of-hours support are available to clients on Professional and Enterprise packages.
Response times depend on the priority level of your issue:
Yes, approximately 80% of support issues can be resolved remotely. We use secure remote desktop tools to connect to your systems and resolve issues quickly. For hardware problems or complex network issues, we provide on-site support within the Manchester area.
We offer both contracted support packages and pay-as-you-go options. Our managed support packages (Essential, Professional, Enterprise) require a 12-month commitment but offer significant savings. Ad-hoc support is available at hourly or day rates for businesses that prefer flexibility.
Our managed support packages start from £35 per user per month for the Essential package. The Professional package is £55 per user per month, and the Enterprise package is £75 per user per month. All prices are subject to VAT. Please visit our pricing page for full details.
Our packages include: unlimited helpdesk support, remote troubleshooting, proactive monitoring, security patch management, regular health checks, and account management. Additional services like server management, cloud backup, and on-site visits can be added to any package.
We accept the following payment methods:
All card payments are processed securely through our PCI DSS compliant payment provider. Your card details are encrypted and never stored on our systems.
Clients on the Professional package receive 2 on-site visits per month included, and Enterprise clients receive unlimited on-site visits. Essential package clients and pay-as-you-go customers are charged £75 per hour for on-site support, with a minimum 2-hour booking.
Managed support packages are billed monthly in advance by direct debit or BACS. Project work and ad-hoc support is billed in arrears with payment terms of 14 days. We provide detailed invoices showing all work completed.
Our ad-hoc rates are:
Day rates are also available at a discounted rate.
Our refund policy is straightforward and fair:
Full details are available in our Payment & Refund Policy.
To cancel your managed IT support contract:
After the initial 12-month term, contracts are rolling monthly with no long-term lock-in.
Yes, you can cancel a project at any time. However:
Refund processing times:
We aim to process all refund requests within 2 working days of approval.
Your satisfaction is our priority. If you're unhappy with our work:
We have a formal complaints procedure detailed in our Terms of Service.
We offer a comprehensive range of IT services including:
Visit our services page for more details.
Yes, we have extensive experience migrating businesses from on-premises email and file servers to Microsoft 365. We handle the entire process including planning, data migration, user training, and ongoing support. We can also help optimise your existing Microsoft 365 setup.
Absolutely. Our security services include vulnerability assessments, penetration testing, security audits, Cyber Essentials certification support, security awareness training, and implementation of security tools like firewalls, antivirus, and email filtering.
Yes, we offer bespoke software development services. Whether you need a custom business application, database solution, API integration, or web application, our development team can deliver tailored solutions. We work with technologies including .NET, Python, PHP, SQL Server, and modern web frameworks.
Getting started is simple:
Our managed support packages have a minimum 12-month commitment. This allows us to properly invest in understanding your business and systems. After the initial period, contracts continue on a rolling monthly basis with 30 days' notice to cancel.
Client satisfaction is our priority. If you're experiencing any issues, speak to your account manager first. We have a formal complaints procedure and will work to resolve any concerns. We pride ourselves on long-term client relationships built on trust and excellent service.
Yes, we regularly help businesses transition from other IT providers. We handle the handover professionally, obtain all necessary documentation and access credentials, and ensure there's no disruption to your business. We'll liaise directly with your outgoing provider if needed.
Yes, absolutely. We use PCI DSS Level 1 compliant payment processors to handle all card transactions. Your card details are encrypted using industry-standard TLS 1.2+ encryption and are never stored on our systems. We do not have access to your full card number at any point.
Yes, we maintain comprehensive business insurance including:
Certificates of insurance are available upon request.
Data protection is fundamental to our business:
See our Privacy Policy for full details.
Zafrax Limited holds the following certifications and accreditations:
All client data is stored within UK and EU data centres that meet ISO 27001 security standards. We do not transfer data outside the EEA without explicit consent and appropriate safeguards. For cloud services, we primarily use Microsoft Azure (UK South region) and AWS (London region).
Yes, Zafrax Limited is a Private Limited Company registered in England and Wales.
You can verify our company details on Companies House.
Our office is located at:
The Hive, Lever Street
Manchester
M1 1FN
We are based in Manchester, easily accessible by public transport and with nearby parking. We provide on-site support throughout Greater Manchester and remote support UK-wide.
You can reach us through multiple channels:
Existing clients can also use our online support portal for ticket submission.
Yes, we're proud of our long-term client relationships. We can provide references from existing clients upon request. Many of our clients have been with us for 5+ years, which speaks to the quality and reliability of our service.
Please contact us if you would like to speak with a reference client in a similar industry.
Contact us today for a free, no-obligation consultation about your IT needs.
Request a Quote Call 0161 504 7890