Frequently Asked Questions

Yes. We use industry-standard security measures and encrypted connections for all remote support sessions to protect your data and privacy. We adhere to a strict Privacy Policy and never share your information without your explicit consent.

When you agree to a remote support session, our technician will guide you to download a small, secure application. This allows us to temporarily view and control your screen to diagnose and fix the problem. You are always in control and can terminate the session at any time.

Our Remote Access Security

• End-to-end encryption
• One-time use access codes
• Session recording for quality assurance
• Customer-controlled session termination

If your internet connection is completely down, we may not be able to provide remote IT support directly to your device. However, we can still offer phone-based troubleshooting guidance to help you restore your connection, or advise on steps you can take to get back online.

While we can diagnose many hardware-related issues remotely (e.g., driver problems, component conflicts), we cannot physically repair or replace hardware. If a hardware issue is identified, we will provide clear recommendations for next steps, such as contacting the manufacturer or a local repair shop.

Yes, our online IT support services include advanced remote virus and malware removal. We use specialized tools to scan, detect, and eliminate malicious software from your system, restoring its security and performance.

Our Malware Removal Process

• Detection: Advanced scanning to identify all threats
• Removal: Complete elimination of malicious software
• Protection: Preventative measures to secure your system

Absolutely. Our remote IT technicians can assist with online software installation, configuration, and updates for a wide range of applications and operating systems (Windows, Mac). We ensure your software is correctly installed and running optimally.

We offer a money-back guarantee. If our US-based IT technicians are unable to resolve your initial reported issue through our remote support session, you are eligible for a full refund.

Our Satisfaction Guarantee

• If we can't fix your issue, you don't pay
• Refund requests must be made within 7 days
• Contact our customer service for refund processing

No, we believe in transparent pricing. All fees are clearly outlined on our Pricing Page. There are no hidden charges or surprise fees for our online IT support services.

Yes, we offer annual online IT support plans for both home users and businesses. These subscription plans provide priority service, regular system maintenance, and discounted rates for additional services.

Home Support Plan

• Unlimited remote support sessions
• Quarterly system maintenance
• Support for up to 3 devices

Business Support Plan

• Priority response times
• Monthly system maintenance
• Support for up to 10 devices