Frequently Asked Questions

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.

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.

The troubleshooting of your system is performed by one of our industry certified technical experts. When you call us to request service, you will speak to one of our technically trained customer service representatives who will find out details of your problem and delegate it to one of our expert technicians.

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.

Yes. Our online PC repair service works through an internet connection no matter where in the world you are.

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.

We can usually have a tech out to you the same or next day.

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.

Our technicians handling support have a minimum of 3 years computer repair & support experience and carry a variety of industry certifications from CompTIA, Microsoft, and Cisco.

We will always work with you to make sure you’re satisfied with our work. If you ever have questions 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 reinfected 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.

We support both Windows and MAC through our onsite service.