Frequently Asked Questions

How does remote computer repair work?

We use secure, encrypted remote access software to connect to your computer over the internet. You download a small program, share a one-time access code with our technician, and we can then see your screen and operate your computer as if we were sitting beside you. You can watch everything we do and disconnect at any time. Most repairs take 30-60 minutes. Learn more about our process.

Is it safe to let someone access my computer remotely?

Yes. We use industry-standard encrypted connections (the same technology used by banks and hospitals). You initiate the connection and maintain full control throughout. We can only access your computer when you grant permission, you can see every action we take on your screen, and the connection is fully severed when the session ends. We cannot reconnect without your explicit permission.

What problems can you fix remotely?

The vast majority of computer problems are software-related and can be resolved remotely. This includes: slow computer performance, virus and malware removal, Windows update problems, blue screens and crashes, software installation and configuration, email issues, browser problems, network and internet troubleshooting, data backup setup, printer configuration, and new computer setup. The main exceptions are physical hardware replacements like a broken screen, failed hard drive, or dead power supply, though we can diagnose these remotely and advise you on the best repair or replacement options.

How long does a typical repair take?

Most issues are resolved in 30-60 minutes. More complex problems like severe malware infections or major system repairs may take 1-2 hours. New computer setups typically take 1-2 hours depending on how much software needs to be installed and how much data needs to be migrated. We will give you a time estimate before we begin.

Do I need to be home during the repair?

You need to be present to start the remote session (granting access permission), but for most repairs you do not need to sit at the computer the entire time. We will let you know if we need your input during the process. Many customers start the session and then go about their day while we work.

What if you cannot fix the problem?

If we determine that your issue requires physical hardware repair or replacement, or if it is outside the scope of remote support, we will tell you honestly and recommend the best next step. You will not be charged for issues we cannot resolve. For hardware problems, we can often diagnose the exact component that needs replacement so you or a local technician can handle it without unnecessary guesswork.

What are your hours of operation?

Regular support hours are Monday through Friday, 9 AM to 6 PM Eastern Time. Subscribers on our Protect and Total Care plans have access to extended hours and priority emergency support. For active emergencies, we do our best to help regardless of the clock.

Can you help with Mac computers?

Our primary expertise is Windows PCs (Windows 10 and Windows 11). While we can assist with some basic Mac issues, our service is designed and optimized for Windows computers. If you need dedicated Mac support, we are happy to recommend a trusted provider.

Do you offer one-time repairs or only subscriptions?

We focus on subscription plans because ongoing maintenance prevents most problems from occurring in the first place. However, if you need a one-time fix, contact us and we will discuss options. Many customers start with a one-time repair and then subscribe when they see the value of regular maintenance.

How do I get started?

Simply contact us by phone, email, or our contact form. We offer a free initial assessment where we examine your computer and discuss your needs before you commit to anything. You can also browse our plans and sign up directly through our website.