FAQ
Who does Avefinity work with?
We focus on sole traders, freelancers, micro businesses, and non-profits. These groups are often overlooked by bigger IT companies, but they’re exactly who Avefinity is built to support.
Are you a full-time IT provider?
No – Avefinity is run as a part-time, small team. That means we’re not a 24/7 operation, but we are approachable, reliable, and consistent. Most issues are handled the same working day, and for bigger jobs, we’ll always keep you updated.
Do you offer unlimited IT support?
No. Our plans are primarily hours-based, which keeps things fair and sustainable. Each plan comes with a set number of support hours every month. If you ever need more, you can add extra hours at a clear, fixed rate.
What’s included in your IT support plans?
Most of our bundled plans include support hours plus licences for (depending on tier):
Microsoft 365 Business (Basic, Standard or Premium)
1Password Business (with free Families account)
Exclaimer Signature Management Cloud
Dropsuite Backup & Archiving
For bundled plans, these services are included depending on tier/plan within your monthly retainer price.
Support-Only plans do not include licences unless agreed separately.
All licences are subject to availability, supplier terms, and reasonable fair use.
Why does everything need to go through a ticket?
We use a ticketing system for all support requests, no matter how small. This isn’t about making things complicated — it’s about making sure nothing gets lost. Tickets let us track progress, log time against your plan, and give you a clear record of what’s been done. It also means if something takes longer than expected, we can keep you updated properly.
Are you insured?
Yes. Avery Mainstone Trading As Avefinity is fully insured with Hiscox Insurance Company Limited, carrying comprehensive cover that includes:
£5,000,000 Public Liability – for accidental injury or property damage during our work.
£2,000,000 Professional Indemnity – for errors, omissions, or advice that could lead to financial loss.
£2,000,000 Cyber & Data Liability – for certain data breaches or cyber incidents.
£500,000 Legal Protection – for legal expenses relating to covered events.
Evidence of cover may be provided to clients upon request.
Why do some of your paperwork or processes sound formal or complicated?
Some of our paperwork and processes use formal or legal wording because they need to. This is not done to confuse or hide anything. It makes sure everything is written clearly, fairly, and in a way that protects both you and Avefinity if something ever goes wrong. We always try to explain things in plain English and are happy to go through any part of a document or process before you agree to it. Some legal terms must stay in their formal wording because the law requires it for the document to be valid. These phrases can sound very formal, but they help keep everything correct and legally safe.
Why does it matter that Avefinity is neurodivergent-run?
Avefinity is run by Avery Mainstone, who is neurodivergent. This matters because it influences how Avefinity works and communicates. Being neurodivergent often means having strong attention to detail, a focus on fairness, and a practical approach to solving problems. These strengths fit naturally with IT support and managed services, where accuracy, structure, and clear communication are essential.
Avery’s communication style is direct, honest, and focused on helping clients understand exactly what is happening. Things are explained clearly without unnecessary jargon or sugarcoating. Clients often appreciate this because it saves time and avoids confusion. It also helps build trust through straightforward and open communication.
Mentioning neurodiversity is about transparency, not marketing. It explains part of why Avefinity values clarity, fairness, and accessibility. The goal is to make technology easier to understand for everyone and to create a supportive environment where people know they will always get honest, reliable advice.
Can you adjust communication or support for accessibility needs?
Yes. Avefinity is happy to adjust how we communicate or provide support to suit individual needs. This can include using plain text instead of complex documents, avoiding or using phone calls if preferred, offering written summaries after meetings, or giving extra time to process information.
We understand that everyone communicates differently. Whether you are neurodivergent, disabled, or simply prefer a clearer way of working, we aim to make IT support as accessible and low-stress as possible.
If you need any specific adjustments, just let us know when you first get in touch or at any point later. We will always do our best to adapt within reason while keeping your information secure and support consistent.
What is Avefinity’s policy on abuse or discrimination?
Avefinity has a zero-tolerance policy towards abuse, discrimination, or harassment of any kind. This includes behaviour directed at Avery Mainstone, Avefinity helpers, partners, or other clients.
Avery is autistic, ADHD, and part of the LGBTQIA+ community. They are non-binary and use they/them pronouns. This is shared openly because it forms part of Avefinity’s inclusive values and commitment to accessibility. We expect everyone to show the same respect and fairness that we offer to all clients and partners.
We believe in treating everyone with dignity and professionalism, regardless of background, identity, or circumstance. Threatening, discriminatory, or abusive language or behaviour will not be accepted under any circumstances.
If an issue ever arises, we will handle it calmly and fairly, but persistent or serious breaches may result in support being withdrawn to protect safety and wellbeing.
Why should I choose Avefinity instead of another IT person or company?
Avefinity is built on honesty, reliability, and clear communication. Many IT providers either feel too corporate or focus on quick fixes without long-term care. Avefinity takes a different approach by providing managed IT support that is personal, transparent, and designed around real people, not sales targets.
We focus on small businesses, sole traders, and charities that are often overlooked by larger MSPs. Our services are designed to be understandable, affordable, and tailored to your exact needs. Everything is explained in plain English, with no hidden fees or confusing jargon.
Avery Mainstone, who runs Avefinity, is autistic and ADHD, which means attention to detail, consistency, and honesty are at the heart of how we work. We do not pretend to know everything, and if something is outside our expertise, we will tell you and help you find the right solution instead.
Choosing Avefinity means choosing a dependable partner who values your time, privacy, and trust. We care about getting things right and helping your technology work for you, not against you.
Do you have a minimum contract length?
Yes. All plans have a 3-month minimum term. This avoids “one-off fixes” and allows us to work with clients who value a long-term partnership.
Where is Avefinity based?
We’re based in Hatfield, Hertfordshire with a postal address in London. We mainly work with local organisations in Hertfordshire and surrounding areas, but remote support is available UK-wide.
Are you compliant with data protection laws?
Yes. Avefinity is registered with the Information Commissioner’s Office (ICO) under registration number ZB939971. We operate in line with UK GDPR and the Data Protection Act 2018.
How are you different from bigger IT companies?
We’re a small, independent team that runs part-time. That means you get personal service, fair prices, and inclusive support, instead of corporate upselling or being just a ticket number. We’re also a neurodivergent-led business and a Sunflower Member, so accessibility and respect are at the heart of everything we do.
What happens if I use up all my support hours?
If you reach the hours included in your plan, we’ll always attempt notify you before going over, unless we’ve agreed otherwise in advance. That way you stay in control of costs. Any extra time is billed at our transparent hourly rate, so there are never hidden surprises.
What happens if I use more licences than my plan includes?
Each plan comes with a set number of licences (for Microsoft 365, 1Password, Exclaimer, Dropsuite, etc.). If you add more users or devices than your plan covers, those extra licences will be billed separately, since we are charged for them by our suppliers.
Sometimes we don’t get alerted straight away – for example, if you add new people directly into 1Password, the supplier may only bill us later. In those cases, we’ll pass on the cost afterwards of what we charge for that license and explain the adjustment clearly on your invoice.
Please also note that some licences have minimum commitment periods (often 12 months). If extra licences are added, those commitments still apply and remain payable even if the user and or business later leaves. We’ll always let you know where minimum terms apply so there are no surprises.
Do you have helpers or other team members?
Avefinity is currently operated by Avery Mainstone as a sole trader.
To support the day-to-day running of the business, Avefinity may work with trusted support assistants for limited, non-technical activities such as handling general enquiries, assisting with communications, or supporting organisational tasks.
These individuals do not provide IT support, do not access client systems, private networks, or sensitive customer data, and do not make technical or security decisions. Any access provided is limited, role-specific, supervised, and logged where appropriate.
Where a support assistant may have any access to customer or business information, including personal data, they are required to sign confidentiality and non-disclosure agreements (NDAs) and are given written guidance covering privacy, confidentiality, and data protection obligations in line with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
All technical support, system access, and data handling are carried out only by Avefinity or approved professional service partners under direct control. This ensures consistent service quality, data protection compliance, and adherence to the professional standards expected of a UK IT support provider.
Avefinity grows carefully and responsibly. As the business evolves, roles may be formalised or brought fully in-house where appropriate.
Why do you prefer written communication over calls?
Avefinity mainly uses written communication such as email or our ticket system. This keeps everything clear, organised, and easy to follow for both sides. Written messages help reduce misunderstandings and make sure we have an accurate record of what was discussed. It also allows us to take the time to give complete, well-thought-out answers rather than rushing during a call.
We are happy to arrange phone or video calls when they are needed. Sometimes a quick conversation helps clarify a problem or confirm details more easily. Calls are usually booked in advance or made when clarification is needed by you or by us.
As Avefinity is often busy supporting clients, we may not always be able to answer calls straight away. Written communication makes it easier to respond promptly, even when we are working on other tasks. It also helps us keep track of everything in one place, ensuring that nothing gets missed.
Written communication simply helps keep things consistent, accessible, and reliable for everyone.
Why are you so transparent about Avefinity, pricing, and Avery?
Avefinity believes that honesty and clarity build trust. Many businesses hide details about who runs them, how pricing works, or what they can actually do. We do the opposite because we want clients to understand exactly who they are working with, what we offer, and what to expect from the start.
Avery Mainstone, who runs Avefinity, shares personal and business details openly because transparency helps clients feel safe, informed, and respected. We are also clear about our capabilities, limits, and areas we do not cover. If something is outside our expertise or not a good fit for Avefinity, we will always say so honestly and, where possible, point you in the right direction instead.
Being transparent protects clients and Avefinity alike. It avoids misunderstandings, prevents hidden costs or false promises, and helps build fair, long-term working relationships based on honesty and respect.
I’m only a small business. Why do I even need proper IT support or security?
Many small businesses and sole traders think IT support is only for big companies. In truth, small businesses are often the ones most at risk. Cyber attacks, data loss, and account breaches usually target smaller organisations because they often rely on basic systems and simple passwords.
Good IT support is not about being big. It’s about being prepared. Avefinity helps you use the same tools and protections that large businesses rely on, but scaled to fit your size and budget. This can include managed backups, secure email, strong passwords, and two-factor authentication (2FA). These steps protect your data, your reputation, and your ability to keep trading if something goes wrong.
Using “just the basics” might seem cheaper, but it can cost far more in the long run if your systems fail or you lose access to an account. Proper IT support makes sure everything is secure, organised, and working together, so you can focus on running your business instead of fixing preventable problems.