Remote Technical Support Frequently Asked Questions:
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1. What is the Remote Technical Support?
What is the remote technical support?Remote technical support, also known as 'online support', allows us to remotely view your computer screen and securely fix most computer and network problems right through the Internet via remote control. In fact, it's like watching your computer fix itself! This type of computer support works through 'desktop sharing' technology. What this means is that when you 'log in to our secure online support center', you can allow a technical support representative to 'view' and 'interact' with your computer remotely via the Web - fixing problems fast.
How much does it cost Remote Technical Support?Much less than traditional computer support options! By viewing and interacting with your computer directly through the Internet, we can complete the work in much less time, saving you money. There's no need to schedule an in-home technician's visit (costing upwards from $100/hr.) or taking your computer to a local repair shop (also very expensive). We are not spending our time for traveling so our service is much cheaper. Remotesupport.com will charge you according our annual unlimited plan or pay-per-incident plan. And even you purchase something complex like PC tuning and we see that it is above our strenght, like your PC is working fine and in order to get little bit more speed, you just need more memory, - we will charge you our minimum rate - 19.99 $, - just for checking and advising. We will not charge you at all if we cannot fix your problem. But any advice and our connection will cost you 19.99$. We cannot work for free.(Actually is this a price?)
How long does an average remote technical support session last?From the internet statistic, - the average remote support session can last anywhere from 20 to 40 minutes. However, depending on the type of problems you're experiencing, a session may be shorter or much longer. In some cases where the computer problems are severe (read: lots of spyware!), we may recommend a follow up remote session or scheduling an in-home or in-office visit by a certified technician. Some spyware and viruses can damage the PC and make the connection lost. In this case you'll need to repair NIC drivers, and probably a certified in house technician will be the best sollution. Frankly speaking this happens not offen and we didn't see this spyware at least last 2 years.
Is it, remote computer repair service, secure?Yes. When you log in to our Secure Online Technical Support Center your are initiating a 128-bit encrypted online connection between your computer and the technician's computer. In this way, you have set up a unique one-to-one session that no one else can view or access during the session. That ensures your security and privacy. In addition, you are in control the whole time. Only you can initiate a remote support session and you can end a session by simply closing the support window on your desktop. Further still, you are always in control of your mouse (cursor). During your online session you will see how our tech specialist is using your cursor to locate and fix problems. At any time you can over-ride mouse control by simply moving your mouse.
How can Remote Technical Support help me?Through our 'hands-free', remote technical support service, we can:
Why is remote technical support better than more traditional support options?Traditional technical support options have been to wait on hold with a PC or software vendor, take your computer to a local repair shop and wait for days for your PC to be repaired (costly) or to wait for a technician to visit your home (also, very costly). Remote computer support allows us to interact directly with your computer so you don't need to perform sometimes complicated telephone instructions on how to fix your computer by yourself. In this way our remote technicians can identify and resolve technical problems much faster, which costs you much less. Many of us don't have time to figure out what's wrong with a PC or network, and would rather have an experienced technician look at their PC. Also, with Remotesupport.com, there's no waiting on hold or the need to call multiple vendors for support. So, remote technical support is less expensive, easier to use and much more convenient than traditional computer technical support or repair services.
Is it easy to use?Very! By allowing a remote support technician to access your local computer through the Internet they are able to fix your computer directly. You can simply sit back and watch. Or, you can work on something else while the technician is fixing your computer. Remote PC support is a simple, convenient and, best of all, it's 'hands-free'. Simply log in to Remotesupport.com, let go of the mouse and let us fix your PC!
Diagnose my computer?Yes. The price is incuding in any pay-per-incident service, and can't be more as 19.99$ without any completed service. However, the better you can describe your problems the less time it will take to diagnose your computer and begin fixing technical problems. In some cases your problems may be difficult to diagnose or can not be located. At Remotesupport.com, we will do everything we can to identify and resolve your computer technical problems, or at the very least, provide suggestions and next steps on resolving any issues. We don't want to touch very old computers, because we don't want just to spent your money, - they not worth to fix it.
Is your work guaranteed?Our technical support services are guaranteed for 14 days. If there is a problem with any service we provide, customers must notify us within 14 days and we will work immediately to remedy any issues quickly and professionally. At Remotesupport.com, our customer's satisfaction is very important to us. If a customer is not completely satisfied with the technical support service they received from Remotesupport.com, we will work with them to ensure their satisfaction. Our key components of quality service are:
Remotesupport.com Online Technical Services are dedicated to providing you with the best possible technical support service. If you are not completely satisfied with our technical service, please use a "contact us" page to leave a message and we will work with you to ensure your satisfaction.
Are your technicians qualified to work on my computer?At Remotesupport.com Online technical Services our computer experts are Microsoft Application Trainees, Microsoft Cerified Product Specialists, A+/MCP/MCSE Certified Professionals, Network Engineers and Web Developers. Every remote support technician is pre-qualified, has from 8 to 16 years experience in a help desk environment and completes an extensive two week training course on excellent service delivery and the virtual interface.
Can you get back into my computer after my session is over?No, not until you log in again and request service. When you log in to Remotesupport.com's secure online technical support center you are prompted to download a temporary desktop sharing application and supporting tools that allow us to view and interact with your computer. Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer.
Can you send a technician to my home/office for technical support?Yes. We can send a certified technician to your home or office anywhere in the New York area. Most service requests can be fulfilled within 24 hours. Our 'physical' on-site computer support fees are $60/hr, and $29.90 for each additional 30 minutes.
Do you provide technical support for Apple Macintosh?Actually, Remote technical support for the Apple is not available at this time.
Can you support older computers?The oldest computers we typically service are PCs that have a Windows 98 operating system. That would make a computer about 5+ years old. If your PC is older than 5 years or has Windows 95/98/ME/2000 it is more difficult to correct problems and prevent new problems from happening. We suggest considering purchasing a new computer if your system is over 5 yrs. old.
Can you provide a technical support through a dial-up connection?No. Dial-up connection cost the same price as DSL in nowdays, so not a lot of people are using it.
Can I see how Remote Support works?Sure! Simply click here for our flash remote support tour
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