FAQs

Is Remote Support Secure?

Yes. We utilize a 256 bit encrypted connection between your computer and the technician’s computer to ensure the entire data stream is protected. In this way, you have set up a unique one-to-one session that no one else can view or access during the session. You are in control the whole time. Only you can initiate an online support session and you can end a session by simply closing out of the support session. In addition, you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems, configure new software, or set up new devices. At any time you can override mouse control by simply moving your mouse.

Additionally, at the end of each session, you can view and save a video and transcript of the entire session.

Are your technicians qualified to work on my computer?

Are your technicians background checked?

Yes. Currently all of our technicians have undergone extensive background checks and hold or have the ability to hold U.S. government security clearances.

Do you have to come to my home or business to set up anything?

No. When you sign up, you will receive an email with a download link and simple instructions to follow.

Can You Get Back Into My Computer After a Support Session Is Over?

No, not until you click your shortcut and request service. When you click the shortcut on your desktop you are prompted to allow or deny us the ability to view and interact with your computer. Once your service is complete, we can no longer see or access your computer.

What if you can’t repair my PC remotely?

There are times when remote sessions will not be adequate enough to repair your system.  The Pro and Premium support package covers onsite repairs and pick up and drop off services.  If you are not in our pick up/drop off area, gives us a call and we will arrange shipping. This is at no cost to you.  All you pay for is shipping.

What is VIPRE®?

VIPRE®(Virus Intrusion Protection Remediation Engine) is a full anti-malware product that protects you against all malware like rootkits, trojans, bots and more malicious code. VIPRE® anti-virus is certified by West Coast Labs, which have tested if VIPRE® catches and remediates a set of viruses from the ‘WildList’, a selection of old and prevalent viruses. PC Magazine also just tested VIPRE® and found that it detected practically everything.

Does VIPRE replace my current antivirus software?

Yes, it definitely replaces old AV products. Better yet, you get antispyware integrated in the product.

We highly recommend removing or asking a tech to remove any other AV product from the PC prior to installing VIPRE. The reasoning for this is that “driver level” software used in AV engines tend to conflict with one another resulting in either a tremendously slow system and/or other problems.

If I need tech support, what is the average response time?

With our service, response time is instant.  When you sign up for service you’ll get an application installed on your computer that allows you to click a shortcut for help.  A technician will immediately chat with you and remotely resolve your issue.  Click here for a demo. However, there may be overload times.  If this is the case, the software will automatically take you to a ticket submission center where you can leave your contact information and a description of the issue.  Depending on the severity of your issue a technician will get back with you within one to two hours.