 Frequently
Asked Questions
AVAILABILITY
What are your hours?
Monday - Friday:
9am-6pm.
7pm appointments are available.
Saturday: 9am-1pm.
Other hours are
available upon request.
BACKUPS
Backups are highly recommended.
The three goals for data backups
are:
- daily
- automatic
- offsite
How do BACKUPS protect me?
Backups are copies of your important
data files (Word, Excel, Outlook, Quickbooks, Quicken, pictures,
etc.) in the event your hard drive "crashes".
What is the likelihood that my
hard drive will crash?
Statistically, it is likely after
a period of years. If not on your current computer it will likely
happen on a future computer. Laptop hard drives are more
vulnerable than desktop hard drives.
BILLING
What forms of payment
do you take?
Visa, MC, Discover,
check & cash!
How does billing work?
We discuss the
problem and we provide an estimate.
We start when
you agree.
We finish and let you know the amount
of time and cost.
Payment upon completion
is typical.
Do you bill for every
minute?
We bill in increments
of 15 minutes.
Typically we have
30 minute minimum bills.
What is the cost of an average bill?
An average bill ranges from 30-120 minutes.
This
depends
on the severity of the issue.
QUALITY of SERVICE
How long will it take before someone
calls me back?
We strive to answer all phone calls
live.
If you get voicemail, we are committed
to calling you back within hours, if not minutes!
How long will it take to fix my
problem?
Typically 24 to 48 hours.
REMOTE SUPPORT
What is "remote support" or "Remote
Rapid Repair"?
It is a method for securely connecting
to your computer or network, with your permission, over
the internet.
You control the lock
on the door. You invite us in only when you authorize it and
are ready for a "remote visit". Industry standard
SSL and 256-bit encryption are used. Technology used by the banking
system and by branches of the military.
How does it work?
You are on the phone with a technician. You allow
a technician to borrow your computer temporarily - as if he
were sitting right next to you, borrowing your keyboard, mouse
and monitor. You
can choose to terminate the session at any time. A
small piece of software is briefly installed and automatically
removed when the session is completed.
What do I need for "remote
support" or "Remote Rapid Repair"?
A high-speed connection
using either cable modem or DSL.
Do your have REFERENCES?
Absolutely. See our Testimonies page
and ask us!
Is remote support secure?
Yes! Our Rapid Remote Repair employs end-to-end, 256-bit SSL
encryption - the same security levels used and trusted by major
banking institutions.
How do I know what the technician is doing to my computer?
You can see everything after you allow
a technician to use your computer. A
small piece of software is briefly installed and allows you to
terminate the session at any time.
SECURITY
What is a FIREWALL, and do I need it?
There are software firewalls and hardware firewalls - that provide
varying degrees of invisibility from internet threats.
They more "layers" of firewalling you have the safer you will
be, similar to having multiple locks on your front door.
How do I PROTECT my computer?
With annual antivirus/antispyware/firewall subscriptions. Surge/battery
protection protects you from dangerous electrical disturbances
such as: electrical noise, blackouts, brownouts, spikes and drops.
Also, automatic & daily and offsite backups are recommended.
SUPPORT AGREEMENTS
How do I know if I
am a candidate for a support agreement?
You highly value reliability
for your computers and internet connection.
Computer support
needs to be available when you need it while balancing the cost
of that availability.
You're a good candidate for Tailored Computer
Support Agreements if you need to have your email, internet and
network up every day - because this impacts your ability to earn
a living.
What is SPYWARE, and how do I protect myself?
Spyware is software that is unknowingly installed with the
intention of stealing information from you - such as credit card and
social security numbers.
Use our recommended anti-spyware that is bundled together
with anti-virus and firewall protection.
What are your QUALIFICATIONS?
We are Microsoft Certified
Professionals and Microsoft Certified Systems Engineering experienced.
We have nearly 25
years of experience in Informational Technology management, design,
consulting and troubleshooting.
This includes Windows
and MAC, software and hardware.
VIRUS PROTECTION
How do I protect myself from viruses?
- Use one of our industry leaders in anti-virus protection
- Maintain an "active subscription". Expired subscriptions often
create opportunities for infection.
- Do not open email attachments from unknown people.
- Make sure your antivirus is running, in the background at
all times.
- Make sure you are antivirus software is scheduled for automatic
weekly hard drive scans.
SOFTWARE
Do you work on software?
Yes. This includes common software that runs on Windows and Mac,
for business and home.
HARDWARE
Do you work on hardware?
Yes. This includes motherboards, hard drives, power supplies, memory
upgrades, networking hardware, modems (DSL & Cable), printers, etc...
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