Support
Frequently Asked Questions
Questions:
1) How does your remote technology service work?
2) Is remote technology service and screen sharing safe?
3) Are there any system requirements my computer must have in order to receive remote technology service and screen share?
4) Am I charged if your support representatives can’t fix my problem?
5) Can your Support Technicians fix any computer-related problem?
6) How long does it take you to complete service?
7) Are there any additional charges I should know about?
8) I’m unable to download or run your Support Client on my computer. What can I do about this?
9) Can I send you my computer to have it worked on?
10) Can you come to my house to work on my computer?
11) When I purchase a software product with a service promotion attached to it, does the offer expire when the software expires?
Q: How does your remote technology service work?
A: Using our remote technology service is easy, safe and convenient. To get started, we ask you to complete a small download to activate screen share technology. This enables us to see, from our computer, exactly what you see on your computer. It also enables us to temporarily take over navigation of your computer (until we fix your problem or you end the screen share session). And all you have to do is sit back and relax or go about your day as usual.
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Q: Is remote technology service and screen sharing safe?
A: Absolutely. In fact, remote technology is the safest and most convenient way to get technology assistance. Unlike in-store service, you can watch as we service your computer or continue with your day. There are No long lines, and No extended time without your computer. For reassurance, if you become uncomfortable, you can end the screen share session at any point. All it takes is a click of your mouse. It’s like having in-home service without the risk of having a stranger inside of your home or consuming your time waiting for the task to be completed. Once our session is over, our Support Technicians can never again access your computer without your permission.
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Q: Are there any system requirements my computer must have in order to receive remote technology service and screen share?
A: We require that you have a broadband connection. We also require that your PC run on the Windows XP or Vista operating system. If you have any third party Firewall software installed on your computer (i.e. Zone Alarm, McAfee Personal Firewall, Norton Firewall) please disable them before requesting service. Having these programs enabled causes an unstable connection when remotely accessing your computer.
Although we do provide services for Apple iPods, we unfortunately do not support Mac computers at this time.
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Q: Am I charged if your support representatives can’t fix my problem?
A: Absolutely not. We have a No Fix, No Fee policy. You will never be charged.
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Q: Can your Support Technicians fix any computer-related problem?
A: We give our best effort and most of the time we succeed. Our knack for troubleshooting and problem resolution methods make our success rate very high; however, every once in a while there are rare instances when we are unable to resolve the problem. If this is the case, you will not be charged for your help session.
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Q: How long does it take you to complete service?
A: This depends on what type of service you require. On average, we fix most problems in about an hour. More severe or complicated help issues can last up to 2 hours. In any case, you do not need to be present for most of the time we perform services. We just ask that you are present at the beginning of service delivery for the first fifteen minutes or so. From there, you have the choice to watch us work or continue doing other things.
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Q: Are there any additional charges I should know about?
A: Yes, although only on rare occasions. When a session exceeds the agreed-upon time limit (2 Hours), we may charge you an overtime fee. (We’ll make it clear what these charges are before we start working overtime.) We do our best to complete our work within a reasonable amount of time, but on occasion, factors arise that are outside our control and require us to spend additional time resolving your issue.
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Q: I’m unable to download or run your Support Client on my computer. What can I do about this?
A: Your problems downloading our Support Client may be related to your computer’s operating system, or you have a Personal Firewall active on your PC other than the standard Windows Firewall. Please make sure you are running Windows XP or Vista operating system on your computer, and that you have disabled all Person Firewall Software (Zone Alarm, McAfee Personal Firewall, and Norton Firewall). If you are running one of these operating systems and have disabled all or do not have third party firewalls installed, please click the Live Chat to talk to a Support Technician.
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Q: Can I send you my computer to have it worked on?
A: No. Our services are available to you remotely, over the Internet. This is a much safer and convenient alternative to shipping your computer to us. It’s also faster. You don’t even need to schedule an appointment. In the rare case we can’t solve yours; we will assist you in finding someone that can. (And we do this Free of Charge.)
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Q: Can you come to my house to work on my computer?
A: No. Our services are available to you remotely, over the Internet. This is a much safer and convenient alternative to us coming over to your home. You don’t even need to schedule an appointment. In the rare case we can’t solve yours; we will assist you in finding someone that can. (And we do this Free of Charge.)
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Q: When I purchase a software product with a service promotion attached to it, does the offer expire when the software expires?
A: Yes, service promotions are redeemable only when the software has been installed and activated on the purchasers computer. So when the
software expires, the promotion expires with it. This is a one time introductory offer
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