FAQs

What are your hours of operation?

We are open Monday thru Friday 11 a.m. to 11 p.m. EST. and Saturday 11 a.m. to 5 p.m.

 What are the minimum system requirements to work on my PC?

Your PC must have Windows XP or Windows Vista.  For XP you must have at least 512 MB RAM and a 1.5 GHz  processor or higher.  For Windows Vista you must have at least 1 GB of RAM. 

Can I use you to service my Mac? 

Currently we only support Windows XP, Windows Vista and Windows 7.

How long does the process take? 

Our process can take anywhere from 30 minutes to six hours depending on the level of infection, speed of the Internet connection and age of the machine.

How old do I have to be to get this product/service? 

You must be at least 18 years of age to order the service. 

Do you accept sales over the phone? 

All initial sales are made via our Web site. You may request in the chat session to be called to submit payment over the phone if you choose not to submit your credit card information over the internet.

What kind of Internet Connections do you support? 

We support broadband, FIOS, and DSL. We support satellite, Air cards and wireless connections on a -case by case basis at our discretion based on your available bandwidth. We do not support dial-up connections under any circumstances. If you are unable to be serviced because of your Internet connection, you will be promptly refunded.

Is it secure?

Yes. The LogMeIn session is secured between your PC and the technician. This ensures your complete security and privacy. Only you can initiate a remote support session and you can end a session at any time by simply closing the support window on your desktop. However, we ask that you refrain from taking control while the technician is connected so that they may complete your service efficiently. Once the connection is broken, the technician is no longer able to work on your PC unless you initiate a new session.

Can the technician get back into my PC any time they want?

No. Once the LogMeIn chat window has been closed on your desktop, the technician loses permissions to enter your system. You must give explicit permission for the technician to re-enter your system.

Is your work guaranteed?

Our service is guaranteed for 72 hours (three days) from completion of service.  If you have a re-infection within that period we will fix it free of charge. If you get infected again after 72 hours, an additional session charge will be required to service the machine.

Do I have to stay at my computer while the technician performs the service? 

No. Once a remote connection is established, we require only a few minutes to explain the service and establish the remote control session. From there, you can watch the technician work or if you like you may leave your PC unattended. Typically, the technician will not require your presence within a few minutes of connecting.

Do you charge an hourly rate? 

No. We work until the service is complete.  An average virus clean up session lasts between two and six hours, although these durations vary greatly depending on your level of infection, Internet speed, age and relative health of your computer. 

Is my information kept confidential?  

Your privacy is completely guaranteed. We don't share information about our customers with any third parties. Your name, e-mail address and other identifying pieces of information are never divulged. We do not keep your payment information or method on file. 

Are you and your Technicians U.S. based? 

Yes. We are based on the East Coast of the United States

Do you support Spanish speaking customers? 

At this time we do not but expect to in the future.  Currently, our technicians only speak English.

How can I keep security software updated?  

The antivirus software we recommend will update itself. The two antispyware programs require manual updating. To update it, complete the following steps:

  • Launch Spyware Blaster by clicking the icon on your desktop
  • Click Download Latest Protection Updates
  • Click Check for Updates
  • Click Protection Status
  • Click Enable All Protection
  • Your Unprotected Items should read 0
  • Close Spyware Blaster
     
  • Launch Spybot by clicking the icon on your desktop
  • Click Search for Updates
  • Place a check mark next to each one and click Download Updates
  • Click the exit button and then click Immunize
  • Click Immunize again up near the top of the screen and make sure your Unprotected items is at 0
  • Click CHECK for Problems
  • When done Click Fix Selected problems if any are found
  • Close Spybot

How can I initiate a chat with a representative?

Click the "Chat Now" button at the top of the page. 

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