FAQ

Remote Support

How does remote support work?

To request remote support you call our office at 604.729.9137. You will then be provided with a session key which you will use to download from a website we will guide you to. This installation will only take about a minute.

Will you be able to access my machine at a later time?

No. We are unable to access your machine once we are disconnected. The software automatically uninstalls itself.

Will you need my password?

No. Should we require a log on password or access to your computer via a different account, you will have the opportunity to punch in the credentials yourself.

What kind of control will you have over my machine?

You decide what kind of access we have to your machine. You can choose a View Only mode where we would be able to view your screen but not be able to use the mouse or keyboard. Or, you can give us control of the mouse and keyboard and allow us to “drive” your computer while you watch.

Is the connection secure?

Yes. We use the industry leader in remote suppor technologies. The connection to your machine does not go through a 3rd party. Instead, an 256-bit encrypted SSL connection is set up between our remote support server and your machine.

What if I need to speak on the phone during the support session?

No problem. We can chat with you through a window and should you need to regain control of your machine you can end the session or we can wait while you work.

What if I am not an existing client?

No problem. We offer pay-per-incident for new clients. Due to our unfamiliarity with your system we would perform an evaluation before quoting you a price to resolve the issue. If you would like to continue and have your machine fixed, we would then send you a link to Paypal where you would pay in advance via bank transfer or credit card payment.

Do you guarantee your work?

Yes. We guarantee all of our work for 5 days provided that the system(s) affected have not be reconfigured or changed since the work was completed.

Do you support Blackberry’s or Mobile PC’s?

Yes. We are able to support wireless devices. We also support Mac’s although this is not our area of expertise. We will not charge you for work on a Mac that we cannot resolve.

Is there a limit to the number of workstations my network can have? What about servers?

No. Since we bill in 30 minute increments and not by workstation you can utilize our services for all of your computers. We do not believe in billing on a per machine basis. Due to the complex nature of servers and the amount of maintenance required to ensure uptime, we do set limits on servers based on the package you select. If you require additional support we can accomodate that as well. Please call our office at 604.729.9137 for more information.