Frequently Asked Questions
How does remote computer support work?
Remote computer support allows our technicians to access your computer securely over the internet. We’ll guide you through downloading a small, secure program that allows us to view your screen and control your computer with your permission. This way, we can diagnose and fix issues without needing to be physically present.
Is remote support safe and secure?
Yes, our remote support is highly secure. We use industry-standard encryption to protect your data during the session. You can watch everything we do on your screen, and you can end the session at any time. Once the session is over, we can’t access your computer again without your permission.
What types of issues can you fix remotely?
We can address a wide range of issues remotely, including virus and malware removal, software installation and configuration, email problems, slow computer performance, printer setup, data backup, and general troubleshooting. However, we can’t fix hardware issues that require physical intervention.
How much do your services cost?
Our pricing is straightforward: we charge $75 per hour with a 1-hour minimum. After the first hour, we pro-rate in 15-minute increments. Most issues are resolved within the first hour. We don’t charge any additional fees or taxes.
What if you can't fix my problem?
We stand by our “No Fix, No Fee” guarantee. If we can’t resolve your issue, you won’t be charged for our service. We’re confident in our ability to help, but in the rare case we can’t, you won’t pay a penny.
How quickly can I get help?
We typically schedule appointments within 48 hours of your call. In some cases, we may be able to offer same-day service, but this isn’t guaranteed. We’ll do our best to accommodate urgent requests.
Do I need to prepare anything before the remote session?
Ensure your computer is connected to the internet and powered on. It’s helpful to have a list of any specific issues or error messages you’ve encountered. If possible, be prepared to describe or show us when and how the problem occurs.
Can you help with both Windows and Mac computers?
Yes, our technicians are experienced with both Windows and Mac operating systems. We can assist with a wide range of issues on either platform.
How do I pay for your services?
After we’ve successfully resolved your issue, we’ll provide an invoice via email. You can then pay securely online using a credit or debit card. We accept all major cards including Visa, Mastercard, American Express, and Discover.
Do you offer ongoing support or maintenance plans?
We operate on a break-fix model, meaning we provide service as needed without ongoing contracts. This allows you to get help when you need it without being locked into a long-term commitment. However, we’re always here when you need us for future issues or questions.