• Frequently Asked Questions

    • What is online remote computer support?

      Online computer support, also known as, “remote” or “virtual” computer support is the practice of having your computer worked on by a technician over the internet. The technician can view your screen and move the mouse and keyboard safely from a remote location.
      The benefits of online computer support include:

      • Fast: Receive help instantly without having to wait for a tech to arrive to you.
      • Convenient: No need to take the bulky computer to a shop or wait for an expensive in-home visit.
      • Affordable: Our costs are much lower than sending a tech to you…. this lets us charge much more affordable prices for the same high quality service as you would receive from an onsite technician
    • Is it safe and secure?

      Yes, when you connect to one of our certified technicians, the connection is encrypted using a 128-bit key. The same high level of security used when transmitting sensitive information online when using online banking or purchasing from reputable retailer.

      Also, you are in complete control of the remote session and can take control of the mouse anytime or you can end the session immediately.

    • Can a technician access my computer after the work is done or without my permission?

      No, the connection to our system must be initiated by you the customer. Every time our experts access your computer a program is temporarily installed to allow access. Once we are finished working, we log off the session and the program that allows access is completely removed from your computer.

    • What if you can’t fix my problem remotely online?

      There are times when an online remote session will not be adequate to remedy a particular problem. In those cases we will schedule an onsite technician to be physically sent to your location.

    • How quickly will you have a technician physically dispatched to my location?

      We offer different service options: Flat Fee, hourly rate, block rates and monthly subscriptions. More info »

    • How long it typically takes to solve a problem?

      Most support sessions take about two to three hours. The session may be much shorter or longer depending on the number of and severity of issues. In some cases when a computer is heavily infected with viruses and/or spyware, work may need to continue by doing an in-home or in-office onsite visit by one of our certified technical experts.

    • Is your work guaranteed?

      We will always work with you to make sure you’re satisfied with our work. If you ever have a question or concerns over a service, our customer satisfaction team is ready to make sure you are happy with your service.

      Please understand the volatile nature of computers, and that some problems can be recurring but not necessarily due to poor service on our part. For example some computers are re-infected with the same virus or spyware after a user repeats the same actions that got the system infected in the first place.

      If you have service performed and are not happy with the results we will work with you to complete the job to your satisfaction.

    • Do you work on MAC?

      We support both Windows and MAC through our onsite service. Our remote service does handle limited Mac repairs.