Remote Tech Support FAQ

How does it work?

RemoteITtechSupport Frequently Asked Questions We offer remote support through a Java based application developed by SimpleHelp Ltd, a 100% web-based solution allowing more flexibility with corporate and private firewalls. Our software enables us to conduct real-time technical support sessions over the web. Using the software, a technical support analyst can view, remotely control, and administer your desktop to analyze and solve problems.

If a remote session is needed in order to resolve your technical issue, it is highly recommended that you download and install Java prior to contacting us. Please check to make sure you have the latest version of Java installed at www.java.com/verify/

If for some reason or policy you can't install Java you will be prompted to download and run our standalone software utility. No files are installed on your system for our remote control software, however in certain cases diagnostics tools or fixes will need to be installed.

Is it easy to use?

Yes, our online tool only requires you to click a link and enter your name, order ID + an access code we will supply. If for some reason you need to use our stand-alone utility, you will receive a download link from a technician and once you have downloaded the utility you only have to run it. No installation is required.

Once connected our technician can control your computer remotely (as if he/she is sitting in front of your computer) and diagnose/fix your issue while you watch.

Everything our technician is doing can be seen on your monitor the entire time. Unless your (continued) presence has been requested by the technician, there is no need for you to stay near your computer. You are of course free to continue to watch our technician do his job.

You can view some of our user experience videos to have an idea how the process works.

Secure and safe

The software we deploy uses comprehensive encryption to ensure your security. Every session is always secure from start to finish, including chat, mouse and key input, screen transfers and file transfers. The default 448-bit symmetric key encryption provides a significant security leap over traditional 128-bit or 256-bit encryption.

How much does it cost?

For starters: much less than traditional computer support options! Our pay-per-incident plan charges are clear, no hidden costs! We will refund your charge if we cannot fix your problem to your satisfaction.


Why remote support?

The majority of PC problems (such as software and driver related issues), do not require you to bring your PC to a local tech shop. No need to wait for a technician to come to your house. And most of all, in most cases there's no need for you to stay in front of the computer throughout the entire repair process.

You pick a time that's convenient for you, and our technician will connect and get to work solving your issues!

How long does an average support session last?

The average remote support session can last anywhere from 20 to 45 minutes. But in cases where the computer problems are complex or severe, we may need to schedule a follow up remote session. As noted previously, we work on a pay-per-incident plan, so if we need additional sessions to fix your problems, it will not alter the price you pay or require additional payment.

We will make every commercially reasonable effort to troubleshoot or fix your personal computer problem.

Do you back up my data before a service?

We do not provide data-backup services. Please refer to the following resources to back up your data prior to a service:

While backing up user data is the bare minimum backup strategy any computer user should use under any circumstance, at RemoteITtechSupport we are in favor of using (whole) system image backups. While some Windows 7 versions include the option of producing a system image, we do recommend a 3rd party product Acronis True Image Home..

What if I get disconnected during a session?

No problem. If you were in the middle of a chat or phone session and got disconnected, our technician will attempt to reconnect with you, using the contact information you provided.

If you were in the middle of a remote support session, you'll need to reconnect to our server.

If our technician you were working with is no longer available, you can "Leave a Message" for them.

Is your work guaranteed?

To put your mind at ease, our technical support services come with a 30-days money back guarantee so you can be assured that we either fix your problem or provide you with a refund.

Our customer's satisfaction is very important to us. If a customer is not completely satisfied with the technical support service they received from one of our technicians we will work hard to ensure your satisfaction.

Please view our Terms of Service for full details about our guarantee.

Windows Help and Support

Having problems with your Windows Operating System? Is your computer slow? Does it crash or freeze? Our expert technicians can identify and fix your problems in the shortest possible time and optimize your PC and laptop speed.

Computer Tune-Up

Let us tune your computer with our PC Tune-up Service: our technician will check your computer using our proprietary diagnostic checkup software to help make it run at is best!

Malware & Virus Removal

Our service representative diagnoses your computer to determine any root causes of Malware, Virus or other 'rogue' software and removes any threads found to resolve any issues identified.

Network Setup & Troubleshooting

Our expert technician will diagnoses your network setup & router settings to detect problems or optimize your (security) settings.