IT Support Services FAQ PDF  | Print |  E-mail

FAQ:

 

  • How do I get access to online support?
    • You can get access to online support by clicking on the Start Chat button and entering your payment information on the following screen.  After you sumbit payment, you will be automatically sent to the chat page where a chat window will open and a tech will begin helping you.
  • How do I get access to phone support?
    • We do not offer phone support with these packages, however you can always call our main number and inquire about our other service offerings including phone and onsite support.
  • How much time will it take for me to receive service?
    • Once you have submitted payment, you will instantly be sent to the chat window and a tech will begin helping you immediately.
  • What is the maximum number of authorized users?
    • You can have as many users as you would like, provided you purchased enough time.  You can always add to the time you have purchased.
  • Will I get instant online chat support even when I'm travelling abroad?
    • Yes. You will recieve online chat support from anywhere in the world where you can access the internet.
  •  Will I get instant online support anytime of day or night?
    • Yes, Anytime, Anyplace, Any Kind of issue.
  • What are the qualifications of your technicians?
    • All our technicians and engineers are MCSE certified and have at least 3 years experience in IT support. In addition, we have Apple, Cisco and Redhat certified engineers on staff to help you resolve any issues you may have.
  • Do your technicians speak any other languages?
    • Our Technicians speak primarily English.? We also offer support in Spanish and Italian. We can offer support in several other languages however we cannot guarantee that a technician will be available for support in your language at the time that you contact us.
  • How can I track the time consumed from my subscription?
    • Each support session will generate a trouble ticket with the total time used to resolve each of your issues. You can deduct this from the time purchased to track the time consumed and the time remaining. We are working on a client dashboard to make it easier to track your subscription time and should be implementing that soon.
  • How will I know when my time is about to expire?
    • You technician will notify you when there is 5 minutes remaining. If the issue could not be solved during the time you purchased, he will direct you to a link where you can purchase more time.
  • Can I purchase more time?
    • Yes, simply click on the button that corresponds to the amount of time you wish to purchase.
  • .Can I share my time with someone else?
    • Technically yes.  However you will have to give them personal information regading the purchase (Name, credit card info, etc). Therefore the answer to the question depends on whether you are comfortable with sharing this information. You are responsible for the safe-keeping of your purchase info. Although we make great efforts to verify the user's authorization, we are not responsible for and no refunds will be given for unauthorized use of your account.
  • Can I control/limit the length of usage for my other authorized users?
    • At this point, since there is no username or password issued per account, you will not be able to control the length of usage for your other authorized users.? A workaround is to establish a individual package for each user. Call us to talk about multiple packages discounts (minimum 4 packages).
  • What should I do if I lose my chat connection?
    • Call us immediately to notify us.  We will verify your account and send you a link via email to restart your session.
  • What are the terms and condition for your ?money-back guarantee??
    • If you are not completely satisfied with the service you recieved, you can cancel your purchase.  You will be refunded the pro-rated portion of all unused time.  To cancel the purchase simply call customer service at 914-816-1127.
  • If a problem is not resolved, will I still get charged for the time on my account?
    • We resolve most issues, however, in the event that an issue is not resolved due to the lack of expertise of our engineer, you will not be charged for that time. To date, we have never had this issue arise.
  • Will I lose any time if the issue was resolved in less time than what I purchased?
    • No, the balance of your time can be used at any time and never expires.  However, we do not issue refunds for unused time.  
 
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