Frequently Asked Questions

Our online IT support team is available Monday - Friday, 9 AM - 6 PM EST. Please check our Contact Us page for the most current hours and holiday schedules.

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.

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.

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 accept all major credit cards and secure online payment methods. Payment for our remote IT support services is typically processed after the service is rendered, or upfront for subscription plans.

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.

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.