Frequently Asked Questions
- What is online remote computer support?
- How does this service work?
- Is remote repair safe?
- Do I need to deactivate my firewall or antivirus software?
- Will the technician be able to reconnect to my computer at another time?
- How long does it take?
- Do I need to remain at my computer to assist your technician?
- What happens when the repair is done?
- What is your guarantee?
- What if my Windows operating system needs to be reinstalled?
- What if a component of my PC is defective?
- What kind of internet connection is required?
- Which computers and versions of Windows can you repair?
- Will my existing programs and documents be affected by the tune-up?
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: The 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.
How does this service work?
It’s very simple. Our engineer will establish a remote connection to your computer. This will allow him to move your mouse and type on your keyboard just as if he were actually there in front of your computer. He will then proceed to remove any viruses and perform a comprehensive tune-up.
Is remote repair safe?
Yes. We use a remote connection technology that is highly secure. The system uses 256-bit SSL encryption for security and access is disabled once the repair session is complete. From your side, you will see our experienced technicians moving your mouse, checking your system folders, running diagnostic scans, etc. You will still have complete control of your computer and can stop the session or disconnect at any time. Our remote access system is even safer than traditional shop repairs, because with remote repair you are always there to oversee the work of your technician if you choose.
Do I need to deactivate my firewall or antivirus software?
Absolutely not. You remain fully protected against virus, malware, spyware or adware infection throughout your remote repair session.
Will the technician be able to reconnect to my computer at another time?
No. When the repair session is completed, you disable the remote software, preventing any further access to your PC. You must re-enable the software if you wish to let our technician reconnect.
How long does it take?
In general, allow 4-8 hours. We perform a comprehensive battery of diagnostic and repair processes–disk scan, registry clean-out, hard disk defragmentation, scans for virus/malware/spyware/adware, Windows security updates, third party software updates, crucial driver updates, etc. The amount of time required will depend largely on the particular state of your PC. We are committed to giving your computer as much time as required.
Do I need to remain at my computer to assist your technician?
No. Once a repair session has been initiated, you are free to watch, or not, as you please. Our system allows our engineer to restart your computer remotely, and then reconnect to it automatically to continue his work, so your presence is not required. If we start work in the morning you will usually have everything finished by late afternoon.
What happens when the repair is done?
Once our technician is finished servicing your PC, we will send you a report indicating all the work that was done and verifying that your computer is now in good operating condition.
What is your guarantee?
We’re committed to your complete satisfaction. Your computer will start faster and run faster after our Tune-Up. We remain at your service for any performance-related issues following your tune-up. Although we will remove all virus infections from your computer, we cannot guarantee against re-infection, which depends on your subsequent activity on the internet.
What if my Windows operating system needs to be reinstalled?
Reinstallation is most efficiently handled via onsite repair.
What if a component of my PC is defective?
Our service is designed to clean and optimize your operating system. Hardware defects can only be repaired by an onsite service.
What kind of internet connection is required?
We can establish a remote connection provided you have a broadband service (ADSL, cable, etc).
Which computers and versions of Windows can you repair?
We can repair all personal computers (desktops, laptops and netbooks) based on Microsoft Windows versions XP and Vista.
Will my existing programs and documents be affected by the tune-up?
No. Our tune-up activities do not touch any of your documents. Nevertheless, we strongly advise customers to back up their important files on an external hard disk, USB plug, CD, DVD or online storage facility prior to performing any system maintenance.