Frequently Asked Questions

Our platform connects you with tech specialists who can assist with a wide range of technology issues, including:

• Computer troubleshooting and repairs
• Network setup and problem-solving
• Software installation and configuration
• Data backup and recovery
• Virus and malware removal
• Email setup and migration
• Printer and peripheral setup
• Cloud service configuration
• Security and antivirus implementation
• General tech questions and guidance

If you have a specific tech need not listed here, you can still submit a request, and our qualified specialists will let you know if they can help.

No, we don't require any subscriptions or membership fees. Our service works on a pay-as-you-go model where you only pay for the specific support you need when you need it. There are no recurring charges, minimum usage requirements, or long-term commitments. You can use our service once for a single issue or regularly for ongoing support—the choice is entirely yours.

To ensure the most efficient service, please include the following in your support request:

• A clear description of the issue you're experiencing
• The type of device(s) involved (make, model, operating system)
• When the problem started or if it's intermittent
• Any error messages you're receiving
• Steps you've already taken to try to resolve the issue
• Your preferred method of contact (phone, email, messaging)
• For on-site requests, your address and any special access instructions

The more specific information you provide, the better prepared your tech will be to assist you efficiently.

Yes, if you've worked with a tech specialist before and would like to request them again. While we can't guarantee availability, our system will notify that specific tech about your request first. They'll have a limited time to accept the job before it's offered to other qualified specialists. This feature is particularly useful if you have an ongoing project or prefer working with someone already familiar with your setup.

Our payment process works in two stages:

1. Initial Consultation Fee: The $1.0 consultation fee is authorized when you submit your support request. This confirms your request and is applied toward your final bill.
2. Final Payment: Once your tech completes the job and you confirm satisfaction, the final payment is processed. This amount includes the time-based fee (minus the initial consultation fee) and the travel fee if applicable.

This two-step process ensures you only pay for completed work that satisfies your needs. Your payment information is securely stored and processed through our PCI-compliant payment processor.

We accept all major credit and debit cards, including Visa, Mastercard, American Express, and Discover. We also accept payment through digital wallets such as Apple Pay and Google Pay for your convenience and security. Currently, we do not accept payment via check, bank transfer, or cryptocurrency. All transactions are securely processed through our PCI-compliant payment processor, ensuring your financial information remains safe.

Yes, you can view each tech specialist's complete profile before accepting their assignment to your job. Their profile includes:

• Professional experience and years in the industry
• Technical certifications (e.g., CompTIA A+, Microsoft Certified, Apple Certified)
• Areas of specialization (e.g., networking, cybersecurity, hardware repair)
• Languages spoken
• Client satisfaction rating (1-5 stars)
• Number of jobs completed on our platform
• Verified client reviews from previous jobs

You can also communicate with the assigned tech specialist before the service begins to discuss your specific needs or ask questions about their expertise. If you're not comfortable with the assigned tech for any reason, you can request a different specialist before the service begins.

If a tech specialist is unable to resolve your issue, we have a multi-step resolution process:

1. Your tech specialist will notify you if they encounter challenges they cannot resolve with their expertise.
2. They'll consult with our senior technical advisors for additional guidance while keeping you informed.
3. If the issue still cannot be resolved, we'll assign a different specialist with expertise more specifically aligned with your problem, at no additional cost.
4. In rare cases where the issue proves to be beyond our platform's capabilities (e.g., requiring manufacturer warranty service or specialized equipment), we'll provide clear recommendations for next steps and refund your consultation fee.

Our satisfaction guarantee means you only pay for successful resolutions. If we cannot fix your issue after reasonable attempts, you won't be charged for the service time (though the consultation fee may still apply depending on the circumstances).

Remote support is ideal for a wide range of software-related issues and some hardware diagnostics. Issues that can typically be resolved remotely include:

• Software installation, updates, and troubleshooting
• Operating system configurations and optimization
• Email setup and troubleshooting
• Web browser issues and optimization
• Virus and malware removal
• Software conflicts and compatibility issues
• Network configuration and wireless connectivity
• Printer setup and driver installation
• Data transfer and backup configuration
• Performance optimization
• Basic training on software applications

However, some issues require physical access to your device and cannot be resolved remotely, including:

• Physical hardware repairs or component replacements
• Issues with devices that cannot connect to the internet
• Hardware problems preventing system startup
• Physical network infrastructure setup

If during a remote session we determine that your issue requires hands-on service, we can seamlessly convert your request to an on-site appointment with the same tech or another available specialist.

Yes, our remote support system implements multiple layers of security to protect your data and privacy:

• End-to-end encryption: All remote sessions use 256-bit AES encryption to ensure data transmitted during the session cannot be intercepted or accessed by unauthorized parties.
• Temporary access: The connection is temporary and requires your explicit consent to establish. You can terminate the connection at any time with a simple click.
• View-only option: You can choose to allow the tech only to view your screen without giving them control, or selectively grant control for specific actions.
• No persistent software: Our remote access tool can be completely removed from your system once the session is complete.
• Activity logs: All actions performed during remote sessions are logged for accountability and quality assurance.
• Verified specialists: Only verified tech specialists who have passed our background checks and security training can provide remote support.
• SOC 2 compliance: Our remote support infrastructure complies with Service Organization Control 2 (SOC 2) standards for security, availability, and confidentiality.

Additionally, our tech specialists are trained to follow strict security protocols, including never asking for your passwords directly (instead guiding you to enter them yourself when needed) and respecting your privacy by focusing only on the areas necessary to resolve your issue.

The arrival time depends on your service urgency selection and tech specialist availability in your area:

• ASAP service: In most metropolitan areas, we can have a tech specialist at your location within 2-4 hours during business hours (8am-8pm local time, Monday-Friday). For after-hours ASAP requests, the wait time is typically 3-6 hours, depending on tech availability.
• Scheduled service: For non-urgent issues, you can schedule an appointment at a specific date and time that works for you, with options available as soon as the next business day. Scheduled appointments include a confirmed 2-hour arrival window.

Several factors can affect arrival times, including:

• Current demand in your area
• Specific expertise required for your issue
• Weather conditions and traffic
• Your location's proximity to available tech specialists

Once a tech specialist accepts your job, you'll receive real-time updates on their estimated arrival time, and they'll contact you directly if there are any unexpected delays.

To ensure the most efficient on-site support experience, we recommend preparing the following before your tech specialist arrives:

1. Access information: Make note of any passwords, usernames, or account information that might be needed to access your devices or software. The tech will never ask you to write these down - you'll enter them as needed.
2. Problem documentation: If possible, document when the issue occurs, any error messages you receive, and steps you've already tried.
3. Clear workspace: Ensure there's adequate space for the tech to work on your equipment.
4. Device access: Have all relevant devices powered on and accessible.
5. Backup important data: While our techs are careful, it's always good practice to back up important data before any technical work.
6. Original software: Locate any original software installation media or downloaded installation files that might be needed.
7. Decision maker present: Ensure someone authorized to make decisions about the service is available during the appointment.

Before the appointment, your assigned tech specialist may contact you to confirm details and provide any specific preparation recommendations based on your particular issue. For business clients, we may request information about your IT environment in advance to ensure the tech comes prepared with the right tools and knowledge.

Yes, we provide comprehensive support for businesses with multiple locations through our centralized management approach. Our multi-location support features include:

• Unified billing and management: Consolidated invoicing and a centralized dashboard to manage all support requests across your organization.
• Consistent service standards: Standardized protocols ensure the same high-quality support experience at each location.
• Coordinated tech teams: Assigned tech specialists familiar with your IT infrastructure across all sites.
• Location-specific scheduling: Ability to schedule different support services for different locations based on their unique needs.
• Cross-location projects: Coordinated implementation of technology changes or updates across multiple sites.
• Centralized documentation: Comprehensive records of all work performed across locations to maintain knowledge continuity.

We currently support businesses with locations throughout our service areas in the United States and can provide remote support worldwide. For businesses with international on-site support needs, we have partner networks in select countries that can be engaged through our enterprise service plans.

To set up multi-location support, a dedicated account manager will work with you to understand your organization's structure and create a customized support plan.

We treat business data security and compliance as paramount concerns in our service delivery. Our comprehensive approach includes:

• Rigorous screening: Business-focused tech specialists undergo additional background checks and security training.
• Confidentiality agreements: All specialists sign comprehensive NDAs before accessing business client systems.
• Secure remote access: Our remote support platform uses end-to-end encryption and leaves no persistent access tools after sessions end.
• Compliance expertise: Specialists with specific compliance knowledge (HIPAA, PCI-DSS, SOC 2, etc.) are matched to businesses with these requirements.
• Documented procedures: Clear security protocols for handling sensitive data and systems.
• Limited access principle: Specialists are granted only the minimum access needed to resolve specific issues.
• Audit trails: Detailed logs of all actions taken during support sessions for accountability and compliance documentation.
• Business Associate Agreements: Available for healthcare organizations and others requiring specific legal frameworks for data handling.

We can adapt our security practices to complement your existing information security policies. For businesses with highly specialized compliance requirements, we offer custom service arrangements with additional security measures and documentation as needed.

Our business support team includes specialists certified in various security frameworks (CISSP, Security+, CISM) who can provide guidance on best practices for maintaining security while resolving technical issues.

Absolutely! We offer personalized training sessions to help you get the most out of your technology. Our training services include:

• One-on-one basic device training - Learn the fundamentals of using your computer, smartphone, tablet, or smart home devices with patient, jargon-free guidance.
• Software application tutorials - Get comfortable with common applications like Microsoft Office, Adobe products, email clients, and more.
• Digital security best practices - Learn how to protect your identity online, spot phishing attempts, manage passwords securely, and maintain your privacy.
• Cloud services and backup - Understand how to use services like Google Drive, Dropbox, iCloud, or OneDrive to keep your files safe and accessible.
• Digital organization - Develop systems for managing your digital photos, documents, and other files.
• Smart home automation - Learn to control and program your smart home devices, routines, and automations.
• Custom reference guides - Receive personalized step-by-step instructions for tasks you perform regularly.

Training sessions are billed at the same rate as our regular support services and can be conducted remotely or in-person. Many clients choose to schedule regular training sessions (e.g., monthly) to gradually build their skills and confidence with technology.

Our tech specialists are selected for training sessions based on their teaching abilities and patience, ensuring a positive learning experience regardless of your current comfort level with technology.

Yes, we provide comprehensive smart home setup and integration services. Our smart home specialists can help with:

• Smart hub installation - Setting up and configuring hubs like Amazon Echo, Google Nest, Apple HomePod, or Samsung SmartThings to serve as the control center for your smart home.
• Voice assistant optimization - Configuring Alexa, Google Assistant, or Siri for voice control throughout your home.
• Smart lighting - Installing and programming Philips Hue, LIFX, Lutron, or other smart lighting systems.
• Smart thermostats - Setting up devices like Nest, Ecobee, or Honeywell smart thermostats for optimal comfort and energy efficiency.
• Video doorbells and security cameras - Installing and configuring Ring, Nest, Arlo, or similar devices for home monitoring.
• Smart locks and security systems - Implementing keyless entry and integrated security solutions.
• Multi-room audio - Configuring Sonos, Apple HomePod, or other wireless audio systems throughout your home.
• Custom automation routines - Creating personalized automations that trigger multiple devices based on time, presence, or other factors.
• Smart appliance integration - Connecting compatible refrigerators, washers, dryers, and other appliances to your home network.
• Troubleshooting existing systems - Resolving connectivity issues, conflicts between devices, or other smart home problems.

We take a platform-agnostic approach, helping you choose and integrate the best devices for your specific needs regardless of manufacturer. Our tech specialists will assess your home environment, discuss your preferences and goals, and recommend a solution that fits your lifestyle and budget.

For more complex installations requiring electrical work (like replacing traditional switches with smart switches), we can coordinate with licensed electricians while handling all the technical configuration ourselves.

During remote or on-site support sessions, tech specialists may potentially see your personal files while resolving your technical issues. However, we implement strict protocols to protect your privacy:

• Minimal access principle - Tech specialists are trained to access only the files and system areas necessary to resolve your specific issue.
• Transparency - During remote sessions, you can see everything the tech specialist is doing on your screen, and they will explain why they need to access specific areas.
• Permission-based access - Specialists will ask for your explicit permission before accessing folders containing personal files.
• No file copying - Our policy strictly prohibits specialists from copying, transferring, or storing your personal files unless specifically requested as part of data recovery or migration services.
• Confidentiality agreements - All tech specialists sign comprehensive confidentiality agreements that specifically address client data privacy.
• Monitored sessions - Remote support sessions are logged for quality assurance and security purposes.

If you have sensitive files that you'd prefer the tech specialist not access, you can:

1. Temporarily move these files to a separate folder clearly labeled as private
2. Close any applications displaying sensitive information before the session begins
3. Inform the specialist about areas of your system you'd prefer they avoid
4. Request that the specialist guide you through steps verbally for sensitive areas rather than taking control themselves

Any violation of our privacy protocols by tech specialists is taken extremely seriously and results in immediate review and appropriate action.

We recommend implementing these essential security measures across all your devices:

1. Comprehensive security software - Install reputable antivirus/antimalware software that includes real-time protection, regular scanning, and web filtering features.
2. Automatic updates - Enable automatic updates for your operating system, applications, and security software to patch vulnerabilities promptly.
3. Strong, unique passwords - Use complex passwords that are different for each account, and consider a password manager to help manage them securely.
4. Multi-factor authentication (MFA) - Enable MFA wherever available, especially for email, financial, social media, and other sensitive accounts.
5. Regular backups - Implement an automatic backup solution that keeps copies of your important data both locally and in the cloud.
6. Secure Wi-Fi network - Use WPA3 encryption if available, a strong router password, and consider a guest network for visitors and less secure devices.
7. Phishing awareness - Be vigilant about suspicious emails, messages, and websites that request personal information or prompt unusual downloads.
8. Device encryption - Enable full-disk encryption on computers and device encryption on mobile devices to protect data if they're lost or stolen.
9. Secure browsing habits - Use HTTPS-secured websites, consider a privacy-focused browser or extensions, and be cautious about what you download.
10. Regular security audits - Periodically review your devices for unnecessary apps, revoke permissions no longer needed, and check for any unusual activity.

Our tech specialists can help implement these measures during a support session and provide personalized security recommendations based on your specific devices and usage patterns. We also offer a comprehensive Security Checkup service that evaluates your current security posture and implements improvements across all your devices.

For businesses, we recommend additional security layers including network-level protection, email filtering, centralized management, and employee security training.