FAQ
Straight answers, by the work.
Support plans
How fast do you respond?
Critical issues: one hour on Performance, four hours on Growth, eight hours on Core, inside the hours stated on the plan. One hour is the fastest response we sell. New enquiries are answered within an hour during business hours.
What does same-day actually mean?
A same-day slot for a phone call or a remote session, while the problem is still today's problem. We do not advertise visits.
Are there long contracts?
No. Plans are priced by users and devices, with monthly reports and no surprise billing. Tell us the shape of the team and we will quote it plainly.
What is included before we talk add-ons?
Every plan includes a monthly report, a written response time and a UK-based support team you reach by phone or remote session. Websites, AI, custom software and Wi-Fi design are scoped separately so you are not paying for them inside a bundle you do not need.
AI and custom software
What do you mean by an AI agent?
A piece of software that does a defined first pass: sorting tickets, drafting a reply, checking a backup, reminding someone. A person still makes the decision that matters. We will not sell you a chatbot and call it a colleague.
Can you build the app as well as support it?
Yes. Custom software and apps are quoted on their own, then looked after with the rest of the IT if you want one partner. You are not pushed into a support plan to get the build.
Who owns what you build?
You do. The scope says what is being built, and the finished system is yours to keep. We would rather be the team you call when it needs a change than the team holding the keys hostage.
Education and universities
Do you only do generic school software?
No. The work we take is custom: timetables, attendance, course tracking, the admin a faculty already has a way of doing. If a product on the shelf already fits, we will say that.
Can the same team look after the network and the academic system?
Yes. That is the point of one invoice. Term week is a bad time to discover your software vendor and your IT vendor have never spoken.
Web, Wi-Fi and phones
Can you just look after the website?
Yes. Care on its own, or a new build from £2,500. Plenty of clients start with the site and add the rest once they have seen how we work.
Do you replace the office Wi-Fi?
We design it, separate guest traffic, and support it remotely. A design starts from £500. We do not turn that into a promise that someone is on a plane.
Working with us
Where do you work?
The team is UK-based. Clients can be anywhere. The work is done by phone and remote session. You do not need to visit us, and we do not list travelling out as a service.
Who do we email?
hello@cullen.tech for a new conversation, sales@cullen.tech if you already know the plan, support@cullen.tech if something is down.