Can any problem be fixed remotely through your service?

No.  Most problems can be resolved remotely, but a few cannot.  If you can’t access the internet from the computer having problems, then we cannot create a remote link to it.  We also offer telephone support and, in most cases, our technician can walk you through the troubleshooting and repair of your internet access over the phone. Other problems like a piece of hardware failing (for example, a hard drive) will need to be physically replaced, which cannot be done remotely.

How do I know if the problem is software or hardware related?

98% of computer problems are software related and can be fixed remotely.  If you are unsure of the cause of the problem, you can chat with a technician online or give us a call.  In most cases, we can tell you if the problem is software or hardware related and give you an estimate on time needed to fix it.  There is no charge for this initial consultation.
 

 How do I select and pay for my service plan?

Once you have decided on a service plan you can click on the “chat with technician” icon located on all pages of this website.  Let them know you need to purchase a service, and they can take your credit card information through the chat session.  You may also call us and make your purchase over the phone.  For security purposes, the technician will E-mail you a receipt to which you are required to send a response back before your service session will begin.  

Do you service Apple computers?

We only service Windows based desktop, laptop, and server computers.  No Macs or any Apple based operating systems.  We also do not support Linux, Unix, or Apache operating systems 

Does my service plan ever expire?

The service plans that have minutes (30, 60, and 90) do expire 1 year after date of purchase.

Is this really secure, allowing somebody to take control of my computer through the internet?

The whole process is done through the internet, but it uses encryption meaning that the packets of data have a security code attached to each one.  Even if a packet of data was intercepted by a hacker on the Internet they would not be able to open it or view any of the information.  All that is ever transferred from your computer is the screen images…..no personal data is transferred from your computer.  The remote connection software that is installed on the customer's computer is the actual server, and it requests the remote connection.  When the computer service is complete the connection software is completely removed by the technician, so no further remote desktop sharing is possible.

I'm confused about service options.  I know I have a virus, so should I purchase a virus removal service or should I purchase a plan with 30, 60, or 90 minutes of service?

The advantage of buying a block of time like 90 minutes is that you can use it several times for a big issue and some small issues as well.  It’s great for people who just want to deal with small issues as they come up.  The single service options like Virus Removal and Spyware Removal are typically for people who are not interested in ongoing support….they just want this problem fixed.


Do I have to have high speed internet like DSL or a cable modem for this service to work, or can I use a dial access with my modem?

The service will work with dial up internet access, as well as high speed.

I read on your website that I have to download a small piece of software for the remote desktop application to work.  Is this process complicated and does it take a long time?

The whole process takes about 60 to 90 seconds (a little longer with dial up).  The program is very small (about 250 K) and is relatively simple to setup.  We have included a page on our website (Connection Tips) that shows each screen with instructions that will appear during the download and install process.  We recommend that you look over the information or, better yet, print it out so you can refer back to it during this install process.  If you are not sure how to complete the software install, you can chat with or call a technician and they will be happy to assist you with the process.

I have a small business and would like to use your services, but I know the office has a firewall.  Will the technician be able to access the computers behind the firewall?

Yes.  As long as the computers have internet access they can be accessed remotely.  The ports used by the remote desktop software are standard ports which should be open already in the firewall.

I use Norton Internet Security software or I have other firewall software on my computer.  Do I need to do anything to allow access for the remote desktop to work?

Yes.  If you are using Norton Internet Security, you will need to disable it before you can create a remote connection.  The simple instructions to temporarily disable your Norton Security software are available on the connection tips page on our website.  You may get 1 or 2 security pop-ups from Windows firewall or other security software like Macafee during the remote connection process.  You will need to permit or allow access when these windows appear.  If you deny access, then the application will fail to link up.  It would be easiest to select "always use this action” when the boxes appear.  Then if the computer needs to be restarted during the repair process the security pop-ups won’t continue to appear.

Once I download the software, what happens next?

You should have already purchased a service with us using the chat with technician option or by calling us on the phone.  Once payment has been received via Credit Card approval, the technician will give you a password which is needed during the remote connection process.  Once you see the window that the "remote control connection successful" you are done.  The technician will initiate the service within a few minutes.

Why do I have to disable Norton Internet Security for the remote connection to work?

Most firewall software will prompt you with a warning screen and ask if you want to allow this program to access the internet.  Currently Norton Internet Security is the only firewall software that does NOT do this during the remote connection process.  The end result is that the software install completes, but fails to create a remote connection.  The simplest solution is to just disable the program temporarily, and let the technician configure access in the Norton Software when they remote into the system and share the desktop.

Will I get a receipt when my credit card is charged for services?

Yes.  We will E-mail you a receipt showing you the amount charged on your card, as well as which services you purchased.  You must provide a valid E-mail address to us, and reply to the E-mail we send you for security purposes.  If this is not possible due to technical problems with your computer, you can chat with a technician or call us for other security verification options.  These steps help protect everybody from credit card fraud.