Question 1

How does remote tech support work in Australia?

Accepted Answer

Remote tech support allows our technicians to connect to your computer securely over the internet. After booking, you'll receive a link to download a secure remote access tool. Once connected, we can see your screen and fix issues as if we were sitting next to you. It works anywhere in Australia with an internet connection.

Question 2

What issues can you fix remotely?

Accepted Answer

We can fix most software-related issues remotely, including: slow computer performance, virus and malware removal, software installation and setup, email configuration, WiFi troubleshooting (settings only), printer setup, data backup, operating system problems, browser issues, and general computer help. Hardware issues requiring physical repair cannot be done remotely.

Question 3

How do I book a remote support session?

Accepted Answer

Click the 'Book Remote Support' button on our website, choose a time that suits you, enter your details, and complete payment. You'll receive a confirmation email with instructions for connecting when your session begins. It only takes a few minutes to book.

Question 4

Is remote access to my computer safe?

Accepted Answer

Yes! We use enterprise-grade encrypted connections. You can see everything we do on your screen, and you remain in control throughout the session. The remote access software only works when you explicitly allow the connection, and you can end the connection. Ask the technician how to close or remove the support tool afterwards.

Question 5

How much does remote tech support cost?

Accepted Answer

Our individual pricing starts at $79 AUD for 60 minutes of support. We also offer hour blocks at discounted rates - the more hours you purchase, the more you save. Business plans have different hourly rates; see the pricing page for the appropriate tier.

Question 6

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards including Visa, Mastercard, and American Express. Payment is processed securely through Stripe. For business accounts with regular bookings, we can arrange invoicing.

Question 7

What if you can't fix my problem?

Accepted Answer

If we're unable to resolve your issue during the session, we'll provide a full refund. We want you to be completely satisfied with our service. In rare cases where an issue requires more time than booked, we'll discuss options with you before proceeding.

Question 8

Do you offer discounts for multiple sessions?

Accepted Answer

Yes! We offer hour blocks that provide significant savings. Purchase 3, 5, or 10 hours upfront and receive discounts of up to 20% off the standard hourly rate. These hours never expire and can be used whenever you need support.

Question 9

What operating systems do you support?

Accepted Answer

We support Windows 10, Windows 11, macOS (all recent versions), and ChromeOS. We can also help with iOS and Android devices for certain issues. If you're unsure whether we can help with your specific setup, just ask!

Question 10

Do I need to install anything before the session?

Accepted Answer

You'll need to download a small remote access program when your session starts. We'll walk you through this - it only takes about 2 minutes. You can close the connection when finished. Ask the technician how to remove the tool if needed.

Question 11

What internet speed do I need for remote support?

Accepted Answer

A basic NBN or ADSL connection is sufficient for remote support. If you can browse the web and check email, your connection is fast enough. Very slow connections may experience some lag, but we can still help.

Question 12

Can you help if my computer won't turn on?

Accepted Answer

If your computer won't turn on at all, this is likely a hardware issue that requires physical repair. However, if it turns on but won't boot properly (stuck on a loading screen, blue screen errors, etc.), a normal remote connection may not be available. Enquire from another device before booking so we can discuss whether guided recovery or physical assessment is appropriate.

Question 13

How long does a typical session take?

Accepted Answer

Most common issues are resolved within 30-60 minutes. Virus removal or complex problems may take longer. We'll always let you know the estimated time at the start of your session. If we need more time than booked, we'll discuss it with you first.

Question 14

Can I watch what you're doing on my computer?

Accepted Answer

Absolutely! You'll see everything we do on your screen in real-time. We encourage you to watch and ask questions - it's a great way to learn and prevent future issues. We'll explain what we're doing every step of the way.

Question 15

What if I need to step away during the session?

Accepted Answer

That's fine! Just let us know. For security reasons, we won't access sensitive areas like banking without you present. We can pause and wait for you to return, or continue with general troubleshooting tasks.

Question 16

Do you keep any of my personal information?

Accepted Answer

We do not store passwords, financial information, or copy any personal files from your computer. We only access what's necessary to fix your issue. After the session, the remote access connection is completely closed.

Question 17

Will you follow up after the session?

Accepted Answer

Yes! You'll receive a summary email after your session with notes on what was done and any recommendations. If the same issue returns within 7 days, we'll fix it at no additional charge.

Question 18

What if the problem comes back?

Accepted Answer

If the same issue returns within 7 days of your session, contact us and we'll fix it for free. For issues that return after this period, you can book a new session or use your hour block if you have one.

Question 19

Can I get ongoing support?

Accepted Answer

Absolutely! Many of our clients purchase hour blocks for ongoing support. You can use these hours whenever you need help - there's no expiry. For businesses, we offer managed IT support packages with priority response times.

Question 20

How do I leave a review?

Accepted Answer

After your session, you'll receive an email with a link to leave feedback. We really appreciate reviews as they help other Australians find reliable tech support. We read every review to continuously improve our service.

Frequently Asked Questions

1Getting Started

2Pricing & Payment

3Technical Questions

4During Your Session

5After Your Session

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