Yes, our Remote Access software does not depend on your network equipment. We do require that you have a high speed connection to the Internet and that you can connect to the Internet. If you have a virus or some other network issue that is blocking your Internet connection, we still may be able to assist you with some various troubleshooting techniques.

When you call into our support queue, you will be presented with a brief hold. If a Systems Engineer is not available, you will be prompted to leave your Call back information with a description of your issue. And you will be called back by the next available Systems Engineer in the order that your call was received.

To answer this question, we can only give you some averages as each computer problem is different. Some computer problems can be resolved in 30 minutes ( for example fixing a printer communication issue), and some issues like a virus can take longer ( on average between 1 to 2 hours).

No, we start off our phone call with gathering your details and entering you into our system. We then direct you to our Remote Support page and walk you through the quick connection. Once we have access to your computer and have reviewed your issues with you, you are free to watch along or walk away and we can call you back when the repair is done.

No. You do not need to purchase any software in order for us to fix your computer. We utilize various free tools found on the Internet as well as our years of experience in computer repair.

Once your computer is fixed. We can discuss with you some software that we recommend and sell, that will help protect you in the future. We have  AntiVirus, Backup solutions and a DNS Firewall that can assist in protecting your computer. Please note you are under no obligation to purchase anything.

We also offer a Monthly Monitoring Agent for your computer, that will ensure it is running optimized and will proactively notify us if your computer is having any issues. Better to be Proactive and fix a problem sooner, than be Reactive and your computer goes down at the worst time possible. You know, Murphy’s Law.

We give much thanks to technology. There are various applications that we can use to Remote Control your computer. Any of the Remote Control software that we use, is for one time use only. Once we have established a connection, it is as if we are sitting in front of your computer with you. You can see every mouse click and file download that we do. Once your computer problem is resolved and we close the session, we can no longer connect remotely to your computer.

NOTE:  If you should opt into the Monthly Monitoring solution, there is a Remote Control program built into the Agent, which we can only access with you giving permission.

Yes. During our Information Gathering portion of your phone call, we collect your Credit Card Number from you. We do not run the credit card yet as we do not know how long your repair will take. Our Credit Card Processing is done on a virtual terminal that is provided by our Merchant Services Bank approved vendor.

The honest answer to this question is always, YES. The customer is always responsible for having their Data backed up. (i.e. My Documents, Pictures, Desktop items, etc.) We take precautions to protect your Data, but the damage may already have been done by a Virus, Malware or Ransomware.

NOTE:  We do offer set it and forget Cloud Backup Solutions that can protect you from Data loss. Please ask us to explain.

Internet related issues can sometimes cause us to not be able to connect remotely to your computer. We have various techniques that we can talk you through to see if we can connect remotely. Some viruses can damage system files to the point that a remote session is not possible. We can discuss an onsite visit to reload the operating system if it cannot be repaired.

This is a tricky question. The answer is sometimes we can help you. Depending on what is causing the issue. We may determine that a Power Supply for the computer has gone bad, or that a peripheral is causing the issue. We can evaluate your situation at the time and determine if an onsite visit is required.

We are Microsoft Certified. Most of our support is based around Microsoft Operating Systems. We can assist with some Macintosh issues, but we will need to evaluate the problem to determine if we can fix your issue.