- What is remote computer support?
- How long does an average support session last?
- How much does it cost?
- Can you get back into my computer after my session is over?
- Is it secure?
- How can PC Patrol help me?
- Why is remote computer support better than more traditional support options?
- Is it easy to use?
- Do you charge to diagnose my computer?
- Is your work guaranteed?
- Are your technicians qualified to work on my computer?
- Do you support Apple Macintosh?
- Can you support older computers?
- Can you provide remote support through a dial-up connection?
What is remote computer support?
Remote computer support, also known as 'online support', allows us to remotely view your computer screen and securely fix most computer and network problems right through the Internet via remote control. This type of computer support works through 'desktop sharing' technology. You can allow a technical support representative to 'view' and 'interact' with your computer remotely via the Web - fixing problems fast.
How long does an average support session last?
The average remote support session lasts anywhere from 45-65 minutes. However, depending on the type of problems you're experiencing, a session may be shorter or much longer. In some cases where the computer problems are severe it may require multiple sessions. If problems are to severe we may recommend that request on site service or we may recommend that you seek a local drop off service.
How much does it cost?
Much less than traditional computer support options! By viewing and interacting with your computer directly through the Internet, we can complete the work in much less time, saving you money. There's no need to schedule an in-home visit (costing upwards of $150/hr.) or taking your computer to a local repair shop (also very expensive).
At PC Patrol we charge $1.25/min of remote support with a minimum of 30 minutes or $37.50. Discounts start after 60 minutes. We encourage you to purchase a full hour or more to take advantage of our discounted rates when you schedule support, or consider an monthly service plan.
Can you get back into my computer after my session is over?
Only for our monthly service customers. To perform the monthly maintenance tasks we will need access to your computer. Therefore we heave a totally secure method of requesting a connection from your PC. For all other services you will run a program located on our web site that creates the connection. Once the support session is concluded all files are deleted from your computer. In this case the only way we can reconnect is if you again request service and start the connection.
Is it secure?
Yes. All our connections are 128-bit encrypted connections between your computer and the technician's computer. Each connection is a unique one-to-one session that no one else can view or access during the session. That ensures your security and privacy. This is the same level of security used by most online banks and consumer payment transactions. You are always in control and can terminate any session at any time.
How can PC Patrol help me?
Through our 'hands-free', remote computer support service, we can:
- locate and remove viruses and install and configure anti-virus software
- stop pop-ups, remove adware/spyware and install/configure anti-spyware software
- install home and small office networks (including wireless networks) - ensuring security!
- fix email and software problems
- fix printer, scanner, digital camera and other peripheral problems
- Install MP3, digital cameras, and other peripheral devices
- speed up your computer and increase performance; PC tune-ups
- perform standard maintenance, Windows updates/patches
- assist in data back-up processes, transferring data from one PC to another
- set up secure wireless networks
Why is remote computer support better than more traditional support options?
Traditional computer support options have been to wait on hold with a PC or software vendor, take your computer to a local repair shop and wait for days for your
PC to be repaired (costly) or to wait for a technician to visit your home (also, very costly). Remote computer support allows us to interact directly with your computer so you don't have to perform often complicated telephone instructions on how to fix your computer yourself. In this way our technicians can identify and resolve problems faster, which costs you less.
Is it easy to use?
Very! By allowing a remote technician to access your computer through the Internet they are able to fix your computer directly. You can simply sit back and watch. Or, you can work on something else while the technician is fixing your computer. Remote computer support is simple, convenient and, best of all, it's 'hands-free'.
Do you charge to diagnose my computer?
Yes. However, the better you can describe your problems the less time it will take to diagnose your computer and begin fixing problems. In some cases your problems may be difficult to diagnose or can not be located. We will do everything we can to identify and resolve your computer problems, or at the very least, provide suggestions and next steps on resolving any issues. For computers that are over 5 years old, or running Windows ME or older, we suggest you consider purchasing a new computer before spending a lot of money attempting to repair an older computer.
Is your work guaranteed?
Our computer services are guaranteed for five (5) days. If there is a problem with any service we provide, customers must notify us within five days and we will work to remedy any issues quickly and professionally. Our customer's satisfaction is very important to us. If a customer is not completely satisfied with the service they received, we will work with them to ensure their satisfaction.
Are your technicians qualified to work on my computer?
At Remote PC Patrol every technician has 10 years prior experience working in the field servicing PC's in a retail environment. They now use this experience to remotely diagnose and repair PC's.
Can you send a technician to my home/office for support?
Yes. We can send a certified technician to your home or office anywhere in the continental United States. Most service requests can be fulfilled within 48 hours. Our 'physical' on-site computer support fees are $140 for the first hour, and $50.00 for each additional 30 minutes.
Do you support Apple Macintosh?
No. Remote connection is not supported for the Macintosh.
Can you support older computers?
The oldest computers we typically service are PCs that have a Windows 2000 operating system. That would make a computer about 5+ years old. If your PC is older than 5 years or has Windows 95/98/ME it is more difficult to correct problems and prevent new problems from happening. We suggest considering purchasing a new computer if your system is over 5 yrs. old.
Can you provide remote support through a dial-up connection?
Yes. However, in some cases, customers that have a dial-up, mobile wireless or satellite Internet connection may experience longer online support sessions due to limited connection speeds. In addition, older PCs (over 4 yrs) running Windows 98 or Windows ME are less stable and can be more difficult to support through a slower connection. We recommend you talk with a customer support representative when scheduling an appointment.
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