Q? What is remote computer support?

A. Remote computer support, also known as ‘online support’, allows us to remotely view your computer screen and securely fix most computer and network problems right through the Internet via remote control. In fact, it’s like watching your computer fix itself! This type of computer support works through ‘desktop sharing’ technology. What this means is that when you ‘log in to our secure online support center’, you can allow a technical support representative to ‘view’ and ‘interact’ with your computer remotely via the Web – fixing problems fast.

Q? How long does an average support session last?

A. The average remote support session lasts anywhere from 45-90 minutes. However, depending on the type of problems you’re experiencing, a session may be shorter or much longer. In some cases where the computer problems are severe, we may recommend a follow up remote session or scheduling an in-home or in-office visit by a certified technician.

Q? How much does it cost?

A. Much less than traditional computer support options! By viewing and interacting with your computer directly through the Internet, we can complete the work in much less time, saving you money. There’s no need to schedule an in-home visit (costing upwards of $120.00 or more) or taking your computer to a local repair shop (also very expensive).

Q? Can you get back into my computer after my session is over?

A. No, not until you log in again and request service. When you log into our secure online support center you are prompted to download a temporary desktop sharing application and supporting tools that allow us to view and interact with your computer. Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer.

Q? Is it secure?

A. Yes. When you log in to our Secure Online Support Center your are initiating a 128-bit encrypted connection between your computer and the technician’s computer. In this way, you have set up a unique one-to-one session that no one else can view or access during the session. That ensures your security and privacy.

In addition, you are in control the whole time. Only you can initiate a remote support session and you can end a session by simply closing the support window on your desktop. Further still, you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems. At any time you can over-ride mouse control by simply moving your mouse.

Q? Why is remote computer support better than more traditional support options?

A. Traditional computer support options have been to wait on hold with a PC or software vendor, take your computer to a local repair shop and wait for days for your PC to be repaired (costly) or to wait for a technician to visit your home (also, very costly). Remote computer support allows us to interact directly with your computer so you don’t have to perform often complicated telephone instructions on how to fix your computer yourself. In this way our technicians can identify and resolve problems faster, which costs you less.

Many of us don’t have time to figure out what’s wrong with a PC or network, and would rather have an experienced technician look at their PC. Also, there’s no waiting on hold or the need to call multiple vendors for support. So, remote computer support is less expensive, easier to use and much more convenient than traditional computer support or repair services.

Q? Is it easy to use?

A. Very! By allowing a remote technician to access your computer through the Internet they are able to fix your computer directly. You can simply sit back and watch. Or, you can work on something else while the technician is fixing your computer. Remote computer support is simple, convenient and, best of all, it’s ‘hands-free’. Simply log in, let go of the mouse and let us fix your PC!

Q? Is your work guaranteed?

A. Our computer services are guaranteed for ten (10) days. If there is a problem with any service we provide, customers must notify us within five days and we will work to remedy any issues quickly and professionally. Our customer’s satisfaction is very important to us. If a customer is not completely satisfied with the service they received, we will work with them to ensure their satisfaction.

Q? Can you send a technician to my home/office for support?

A. Yes. We can send a technician to your home or office. Most service requests can be fulfilled within 72 hours.

Q? Do you support Apple Macintosh?

A. No. Remote computer support for Apple is not available at this time.

Q? Can you support older computers?

A. The oldest computers we typically service are PCs that have a Windows 2000 operating system. If your PC is older than 5 years or has Windows 95/98/ME/2000 it is more difficult to correct problems and prevent new problems from happening. We suggest considering purchasing a new computer if your system is over 5 yrs. old.

Q? Can you provide remote support through a dial-up connection?

A. Yes. However, in some cases, customers that have a dial-up, mobile wireless or satellite Internet connection may experience longer online support sessions due to limited connection speeds. In addition, older PCs (over 5 yrs) running Windows 2000 or Windows 98 are less stable and can be more difficult to support through a slower connection. We recommend you talk with a customer support representative when scheduling an appointment. You may also consider an on-site appointment when requesting service.