Remote Support Frequently Asked Questions

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 A & G Computer 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 (read: lots of spyware!), we may recommend a follow up remote session or 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).

At A & G Computer Services, we charge $60 for 60 minutes of remote support, or a discounted $150 for 180 minutes of remote support. We encourage you to purchase a full hour or more to take advantage of our discounted rates when you schedule support, or consider an annual subscription plan. If you don't use all your minutes, we'll save them in your account for anytime use.

Can you get back into my computer after my session is over?
No, not until you contact us again and request service. When you log in to A & G Computer Services' secure online support center you are prompted to download a temporary desktop sharing application and supporting tools that allow us to view and interact with your computer. 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 A & G Computer 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
• 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
• provide training, or take you shopping online
• fix error messages or frozen screens and much more!

Why is remote computer support better than more traditional support options?
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 A ^ G, 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 log in to agcompservices.com/getsupport.html, 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 A & G Computer 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 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 A & G Computer Services, our customer's satisfaction is very important to us. If a customer is not completely satisfied with the service they received from A & G Computer Services, we will work with them to ensure their satisfaction.

Our key components of quality service are:

• A carefully screened and certified team of remote service engineers.
• A set of services crafted to meet all the needs of your home, mobile and small office computer environment.
• A sincere desire to make all our customers happy.
• And, our satisfaction guarantee...

  A & G Computer Services is dedicated to providing you with the best possible computer support service. If you are not completely satisfied with your service, please email us at help@agcompservices.com and we will work with you to ensure your satisfaction.

  Are your technicians qualified to work on my computer?
  At A & G Computer Services our computer experts are Microsoft Application Trainers, Microsoft Product Specialists, A+/MCP/MCSE Certified Professionals, Network Administrators and HTML Developers. Every technician is pre-qualified, has 3+ years experience in a help desk environment and completes an extensive two week training course on excellent service delivery and the virtual interface.

  Can you send a technician to my home/office for support?
  Yes. We can send a certified technician to your home or office in the Piedmont Triad area of North Carolina. Most service requests can be fulfilled within 24 hours. Our 'physical' on-site computer support fees vary based on the type of work being performed. More

  Do you support Apple Macintosh?
  Yes. We support Apple Macintosh through our remote computer support.

  Can you support older computers?
  The oldest computers we typically service are PCs that have a Windows 98 operating system. That would make a computer about 5+ years old. If your PC is older than 5 years or has Windows 95/98/ME/2000 it is more difficult to correct problems and prevent new problems from happening. We suggest considering purchasing a new computer if your system is over 5 yrs. old.

  Can you provide remote support through a dial-up connection?
  Yes. However, in some cases, customers that have a dial-up, mobile wireless or satellite Internet connection may experience longer online support sessions due to limited connection speeds. In addition, older PCs (over 4 yrs) running Windows 98 or Windows ME are less stable and can be more difficult to support through a slower connection. We recommend you talk with a customer support representative when scheduling an appointment. You may also consider an on-site appointment when requesting service. Please call (336) 510-2787 for more information.

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