FAQ:

1. What is remote computer support?
    

2. How long does an average support session last?
    

3. How much does it cost?
    

4. Can you get back into my computer after my session is over?
    

5. Is it secure?
    

6. How can New England PC Services help me?
    

7. Why is remote computer support better than more traditional support options?
    

8. Is it easy to use?
    

9. Do you charge to diagnose my computer?
    

10. Is your work guaranteed?
     

11. Are your technicians qualified to work on my computer?
     

12. Can you send a technician to my home/office for support?
     

13. Do you support Apple Macintosh?
     

14. Can you support older computers?
     

15. 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. In fact, it's like watching your computer fix itself! This type of computer support works through 'desktop sharing' technology. What this means is that when you 'log in to our secure online support center', 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 (possibly lots of spyware or even a virus!), we may recommend a follow up remote session or, in severe cases, scheduling an in-home or in-office visit by a certified technician.
 

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 $200/hr.) or taking your computer to a local repair shop (also very expensive).
 

Can you get back into my computer after my session is over?
It's up to you!  Depending on the type of services you want us to provide, you can determine whether you want us to be able to log in again or not.  Some of our customers have their systems set up giving us access to do fixes on their computers 24/7 so that even if they are not around, as long as they keep their computer on and connected to the internet, we can log in and do maintenance to their machines.  But we also have customers who simply want to allow us access on an "as needed" basis.  On those machines, we can only access your computer when you give us permission.  Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer.
 

Is it secure?
Yes. When you log in to our Secure Online Support Center your are initiating a 128-bit encrypted connection between your computer and the technician's computer. In this way, you have set up a unique one-to-one session that no one else can view or access during the session. That ensures your security and privacy.

In addition, you are in control the whole time. Only you can initiate a remote support session and you can end a session by simply closing the support window on your desktop. Further still, you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems. At any time you can over-ride mouse control by simply moving your mouse.
 

How can New England PC Services 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

help with MP3 players (iPod), PDAs and other mobile devices

speed up your computer and increase performance; PC tune-ups

perform standard maintenance, Windows updates/patches

install, configure and train on new software and hardware

assist in data back-up processes, transferring data from one PC to another

set up secure wireless networks (for small environment with a wireless router only)

provide training/guidance through common challenges

fix error messages or frozen screens and much more!

Why is remote computer support better than more traditional support options?
Well it's not for us to say what is better or worse, because everyone has their own thoughts, but let us share ours:

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.

Many of us don't have time to figure out what's wrong with a PC or network, and would rather have an experienced technician look at their PC. Also, with New England PC Services, there's no waiting on hold or the need to call multiple vendors for support. So, remote computer support is less expensive, easier to use and much more convenient than traditional computer support or repair services.
 

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'. Simply download our connect tool, let go of the mouse and let us fix your PC!
 

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. At New England PC Services, 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 4 years old, or running Windows 98, Windows 95 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. At New England PC Services, our customer's satisfaction is very important to us. If a customer is not completely satisfied with the service they received from New England PC Services, we will work with them to ensure their satisfaction.

Our key components of quality service are:
 

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