Customer Support

Overview

During our site visits we provide clear unambiguous Documentation and create a backup folder on your computers desktop of all essential files associated with the calibration process. We always strongly advise backing up the calibration files onto CD, however we are continually getting cries of help from customers with Hard Disk crashes finding they have lost their files. We can nearly always perform "magic", and get you up and running again, however we will charge for problems unrelated to our work.

Support Policy

We will provide free (Telephone or e-mail) support for a period of 2 weeks after our on site visit. This will allow you ample time to fully understand your Colour Managed workflow defined in our documentation. If your questions have not been resolved within the 2 week period, but were registered within the required timeframe, the support will still be free.

N.B. You will be advised of any charges before they are incured.

Technical Support (Phone or e-mail) charge £25.00/Hour charged in 15 min intervals. Currently VAT exempt.

What to do before contacting us.

The following are some of the most common problems and solutions.

1. Printer Problems

If you suddenly get colour casts on your prints, please check the following: -

Do at least 4 Nozzle Checks, especially if you have been away or not used the printer for a while.
Check the Ink Levels
Make sure that you are following our written instructions to the letter.
If you have changed to alternative Inks, you will need new printer profiles.
You are using the correct paper type for your profile.
If You have had a new head fitted to your printer, you will probably need new profiles.

2. Monitor Problems

If you suddenly get the wrong colours displayed on your Monitor, please check the following: -
If you have recently upgraded Photoshop, remove the "Adobe Gamma" short cut from your Start Menu.
If you have installed a new Graphics Card or installed new drivers, you will need to re-calibrate.
If you have upgraded your Operating System, you may have to re-assign your Monitor Profile.
Monitors need re-calibrating every so often, but they don't normally "go off" suddenly.