Q: Why do I need to have maintenance done on my computer?
Q: Why should I have you do remote maintenance?
Q: What's the actual process of the remote service?
Q: Is this expensive?
Q: How long does this take?
Q: What does the computer maintenance include?
Q: What if something goes wrong and you cause damage?
Q: How do you connect?
Q: Can you connect anytime you want? What if I don't want you to connect?
Q: Can you really see and control everything on my computer?
Q: What if I have files that I do not want you to see?
Q: Don't you need my IP address each time?

 

Q: Why do I need to have maintenance done on my computer?

A: Maintenance on a computer is necessary to keep it running well. Many complaints that a computer is sluggish, takes longer than before to process programs and commands, crashes often, locks up often, takes longer to start up than before, has pop-up ads even when not on the Internet, etc., are often due to the need for maintenance. Any normal use of the computer, including browsing the Internet, will necessitate maintenance. Like your car, if you never change the oil, you'll one day likely have a large repair bill. But periodic oil changes usually avoid bigger problems later.

Q: Why should I have you do remote maintenance?

A: The maintenance we provide is the same that you could do yourself. It's an easy thing to neglect, even by those who know how. Some want to watch it done one time so they can go from there. But like changing the oil in your car, many know how, but would rather pay someone else to do it.

Q: What's the actual process of the remote service?

A: You have a problem and you need a tech just the one time, or you want computer maintenance done once or periodically. We will log into your computer over the Internet. If you like, you can call us and we'll discuss what we're doing over the phone as we do it. Often we open a Notepad window and chat back and forth so you can discuss things with us about your computer. If that's not necessary, you can do like many people and simply leave the software we provide running in the background at the agreed upon time. We then (with a password) log in and provide maintenance, and you don't even have to be there!

Q: Is this expensive?

A: The cost is as low as $15. To connect one time to solve a problem or perform the maintenance is $35. If the problem is not solved, your money will be refunded. Monthly maintenance is $15 when pre-paid annually at $180 a year. When only performed quarterly, the cost is $20 when pre-paid annually at $80.

Q: How long does this take?

A: That depends on the system. It could be done in less than an hour, or it could take several hours. Several processes, such as some Windows Updates, require the system to reboot. If the system locks up and does not start back up, we have to wait for your interaction.

Q: What does the computer maintenance include?

A: We do some of the basic things which should be done periodically, such as:

• Scandisk
• Defrag
• Virus Scan (if you have an anti-virus program)
• Check for Windows Updates

We use software that scans your system and removes:

• Adware
• Spyware
• Malware

We check for programs that may be running in the background causing conflicts, annoying pop-ups, and crashes

We also check your system for:

• Unnecessary Start-up Programs
• Registry Optimization
• Conflicting Software
• And More ...

Q: What if something goes wrong and you cause damage?

A: We have had years of experience and have many satisfied clients, but, though not likely, things can go wrong. We strongly advise you to back up your important data. We take precautions, but if there is lost data, we are not responsible if you do not have back-ups. We will back up your Registry before making any changes. If something fails to work correctly after our maintenance, contact us as soon as possible in order to restore the system. Some of our clients simply want us to maintain their systems the way we do our own, but you may want us to notify you before we delete anything, including spyware, or even a virus, for example.

Often the last person to touch a computer is the one blamed when something is wrong. However, many problems are progressive and regardless of the last person to touch it, that specific problem is going to happen. For example, if the power supply is about to go out, and you have us do maintenance, we are not likely to catch the power supply problem from here. We can not be responsible for problems beyond our reach. If we think a qualified technician should physically inspect your system, we will advise you. If you are not satisfied with our service, your money will be refunded.

Q: How do you connect?

A: We use software that allows us to connect to virtually any Windows system. It's best if you have a fast Internet connection, but we have  helped customers with a 56K dial-up connection. Over the phone or in an email, we tell you where to get the software we provide. We tell you how to install it and set it up. If you're behind a firewall or use a router, depending on the type, we usually can tell you how to configure that. Once that's done, we tell you how to initiate the connection and we log into your computer from here.

Q: Can you connect anytime you want? What if I don't want you to connect?

A: Your privacy is protected. The software that we use does not allow us or anyone else to log into your computer without your allowing it to happen. It's the same as if you called us to come to your office or home. You open the door and let us enter. When it's time to leave, you can close the door at any time. You can terminate the session and prevent any further activity. From your screen, you can see when and if we are connected, and you can completely control whether we have access once or ever again.

Q: Can you really see and control everything on my computer?

A: Yes, we see your computer as if we were sitting right there. We can move the mouse, open programs, do just about anything that we could do if we were physically present. This is only true if the program we provide is actually running and we are connected. You can tell if we are connected, and you can close the program at any time. You can change the password, you can even uninstall it if you like. But while connected, yes, we see and control your computer as you do.

Q: What if I have files that I do not want you to see?

A: We understand this concern and that this could happen, so you should take precautions. We're not interested in snooping into your private files. Remember, as far as we know, you may be there at your computer watching what we do. Even the clients that have us connect at night while the office is closed may still be there watching what we do. We encourage you to monitor our activities. Even so, in the course of our searching for problems, we may open a folder with your personal or business files. So, if possible, put your private files in a protected place, or tell us in advance what folders you'd like us to avoid. Monitor our activities and notify us of any violations.

On occasion we are asked to scan a computer for files that someone else in the office or at home may consider to be private. If this is your request, contact us so we can discuss this in advance. We need to verify that you have those rights.

Q: Don't you need my IP address each time?

A: Yes.  A static IP address is constant., but most people have a dynamic IP address that changes periodically. To connect with you, the software we provide must be running, and we must know the IP address, the port address (which must be open), and the password. We can possibly configure your email program to automatically send us your IP address, or we can ask you each time before we connect. Click here for your current IP address.

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