What are your working hours?
Our working hours are from Monday to Saturday, 9:30 AM to 10:30 PM.
On Sundays, only high-priority services are handled, and interventions outside regular working hours are possible.
What types of IT services do you provide?
We offer a wide range of IT services, including computer maintenance and repair, software installation and configuration, fast troubleshooting for computers and networks, and assistance with website development and internet marketing.
Do you only work with companies or do you also deal with individuals?
We work with both types of clients and work with maximum effort to meet the needs of all our clients.
Do you only work with physical computers or do you also deal with virtual systems such as cloud services?
Yes, we also work with virtual systems such as cloud services and can assist you with creating and maintaining your cloud environments, whether they are local (to set up an internal cloud system for your business) or subscription-based (to select an existing cloud provider that best suits your business needs).
Do you only work with computers or do you also deal with other equipment such as printers and printers?
Yes, we also work with other equipment, including printers, printers, scanners and other office equipment.
Is my data safe?
Of course, your data is protected under GDPR regulations, and by working with iTS, you agree and give your consent for the processing and protection of your personal data.
iTS & iTSmedia will never modify or share your personal data without authorization.
You can read more in the privacy section.
What if my data is lost?
Your personal data will never be lost, as they are stored in a high-security system and fully encrypted within our infrastructure.
Regarding data submitted for servicing, such data is 100% protected from loss due to preventive data backups performed before any service work begins. Because of this, all service operations may be delayed depending on the size of the backup process.
An exception to data loss protection applies if the data arrives for service in a compromised state (e.g., corrupted or damaged). In such cases, iTS disclaims responsibility for data preservation but will make every effort to recover and safeguard your files. Unfortunately, this process is not always successful, and data loss may be attributed to hardware failure.
In what ways can I pay?
Service and contracted services can be paid via bank transfer, as well as electronically through PayPal or credit/debit cards (Visa and Maestro) using the Stripe payment service.
You can also make payments using the KEKS prepaid card and app.
Cash payments are NOT accepted.
How long is my device at the service?
The service is divided into three priority levels.
Services are categorized as high-priority, medium-priority, and low-priority.
High-Priority Services are addressed immediately, with an average resolution time of 12 hours. This service incurs an additional fixed fee of €80 on top of the standard service cost.
A subcategory, "Priority II", guarantees resolution within 12 to 48 hours and carries an additional fixed fee of €50.
If the service is not completed within the specified timeframe, the priority surcharge will not be charged.
Medium-Priority Services have a maximum resolution time of five (5) business days and do not incur an additional charge.
Unless otherwise stated, all services are considered medium-priority until diagnostics are completed.
Priority changes may be made after notification.
Low-Priority Services include cases that require third-party equipment procurement, which may extend the resolution time to up to three (3) months.
How do I extend the service?
You can bring your device for servicing to the agreed-upon address after contacting iTS or an iTS representative.
Alternatively, you can deliver your device to our partner MEC Šibenik at Ul. kralja Tomislava 2, 22000, Šibenik, along with your personal details, or to our partner IP Servis at Ul. Ante Šupuka 7, 22000, Šibenik.
What do I have to bring to the service with the device?
We prefer to receive your device without cables and peripherals, unless the issue is related to them. For desktop computers, please provide only the computer case, while for laptops, we request that you include the charger.
For console repairs, we prefer to receive them without cables to prevent damage during transit, as equipment is often delivered with cables plugged in. iTS and its partners are not responsible for such damage.
Phone repairs are handled by a partner, and depending on the issue, the technician may require proof of ownership and device cables.
What do I do if the service is not successful?
Sometimes, services cannot be completed for various reasons, whether due to the poor condition of the device or the repair being unfeasible.
In such cases, we strive to make the most of the faulty equipment to save your data and utilize functional components for other purposes.
For example, if a laptop has a defective motherboard component and the cost of a replacement module exceeds 70% of the device's value, we do not recommend repairing it. Instead, we suggest repurposing the storage module by converting it into external storage.
For unsuccessful repairs, diagnostics and service fees are not charged—only data recovery services, if required.
How to prepare for the field work service?
In accordance with the prescribed COVID-19 regulations, which remain relevant in our daily lives, it is necessary to inform us if anyone is infected with the COVID-19 virus or other illnesses when scheduling an on-site service.
Apart from wearing a protective mask if someone is infected, no further preparation is required on your part.
Can you help me create a website or promote my business online?
Yes, we provide website development and internet marketing services and will be happy to help you promote your business online.
Work guarantee?
Of course, all iTS services and repairs come with a 90-day work guarantee from the date of completion.
This guarantee is limited and applies only to the scope of work agreed upon or requested for the service.
What payment methods do you accept?
We accept all major credit and debit cards through the Stripe payment service. Stripe is a globally recognized and secure payment processing method that provides you with a fast and reliable way to pay.
How does Stripe process my payment?
Stripe is one of the leading payment processing platforms, utilizing high-level security protocols. Your data is encrypted and never stored on our servers.
What if the Stripe payment service declines my card?
If your card is declined during processing via Stripe, please check that you have entered the correct card details and that you have sufficient funds. If the issue persists, please contact your bank or our customer support team.
Is it safe to use my card on your website?
Yes, your security and privacy are our priority. We use Stripe for payment processing, which employs the most advanced encryption methods and security protocols to protect your data.
How can I request a refund or exchange?
If you are not satisfied with your order, please contact us by e-mail or phone call. We will provide you with all the necessary information to return or exchange the product.
What currency was used on the webshop?
All prices on our website are displayed in the local currency. Stripe will automatically convert amounts if necessary, based on the current exchange rate.
Can I get an invoice for my order?
Yes, the invoice for your order will be sent to you via email once processing is complete. You can also download it from your user account on our website.
Note: Issuance of R1 invoices is temporarily suspended.
Is there a minimum order amount?
No, there is no minimum order amount. You can order any quantity of our products or services.
How do I apply a coupon or promo code?
If you have a coupon or promotional code, you can enter it on the checkout page before completing your order. If you encounter any issues, please contact us.
What if I need technical support for the product I bought?
Our technical support team is at your service. Please contact us via email, phone, or the support form on our website, and we will assist you promptly.
Do you have a partner program or options for B2B cooperation?
Yes, we offer a partnership program and various B2B collaboration options. For more information, please contact us directly.
Is it possible to pick up the product in person?
Depending on the location, we can offer a personal pickup option. Please contact us for more information about this process.
How can I update my account information?
You can update your account information by logging in and navigating to the "iTS Account" section on our website. Here, you can change your contact details, shipping address, and other settings.
What if I need a customized IT service that is not listed on the website?
Our team specializes in providing customized IT solutions. Please contact us with details about your specific needs, and we will be happy to provide you with an offer.
How can I leave a review for a product?
After purchasing a product or service, you can leave a review on the product page. Your opinion matters to us, and we appreciate your feedback.