What is the Virtual
Help Desk?
Our Virtual Help Desk is a web based technical
support solution. Its purpose to provide our clients with
access to an engineer immedately.
How does it work?
Our system is completely web based, you
simply sign up for one our plans or use the one-time option,
login to our secure website, and request to speak with an
engieer through our trouble ticket window.
What do you support?
The simple answer is all Windows and Macintosh
system, and most commonly used applications on both platforms.
For a detail list click
here.
Is It Secure?
Yes, Our Virtual Help Desk takes full advantage
of today's security standards. We use SSL (Secure Socket
Layer) and encryption for all communication and added security.
What about my Firewall?
No changes are needed to your firewall,
no modification or opening of port is needed. You will make
the connection to us, your firewall will continue to protect
your network.
Will I know an Engineer is watching my screen?
Yes, before an engineer can remote control
your desktop he must send you an authorization code. That
code must be typed into another window before the the remote
control can work.
Can I stop the Engineer if I want?
Of course, we are here to help you, our
engineers will work with you, if at any time you wish to
revoke control of your screen, you have that option to do
so.
What software is required?
We only require Internet Explorer 5.x or
higher, or Netscape 5.x or higher. No additional software
is needed.
Do I need to Install additional Software?
No, our solution is completely web-based.
What kind of Internet Connection is required?
We recommend at least a Cable or DSL for
best performance, however, a 56k dial up modem can be used.
What form of payment is
accepted?
We
accept Visa and Mastercard online. Checks and Cash are
also accepted.
Is my credit card information
safe?
Completely
safe, we use SSL for our credit card processing, and we
do not record your credit card on our servers.
What is your privacy
policy?
We
will not sell, distrubute, or otherwise disclose our customer
database to anyone unless presented with a court order
to do so.
Can I setup reoccuring
billing?
No, our system does
not record credit card information for security reasons,
therefore we can not offer reoccuring billing at this time.
However, we may offer this in the future if enough requests
are made for it.
Will I be billed each
month?
You
are only billed for the plan you select upon sign up. We
will not automaticly renew your subscription, if your account
has expired you will be taken to our payment gateway to
renew.
Do I have to cancel?
There is no need to cancel, when your subscription
runs out, your account will be deactivated until you make another
payment. We would hope that if you feel the service isn't working
for you that you will let us know where we need to make improvements.
How do
I get help?
Simply
sign up using our secure web server, you may choose a one-time
payment or a monthly service. Once the transaction is complete
you will recieve instruction via email to login to our support
system.
I can't connect online, who do I call?
Most issues
dealing with connecting online should be directed to your
Internet service provider. We recommend you contact them
first, often that offer free support to their clients. If
they cannot help you, or you feel that aren't giving you
proper support you may call us to for assistance.
What if I'm not satisfied with the service?
Please call our corperate
number and let us know why you are unhappy, we will do everything
we can to resolve your issue.
Can
I save the conversation to go over later?
Certainly,
after the completion of your support call, a window will
display showing you the entire conversation for you to
print out. You will also recieve an email with the notes
of the engineer and a conversation log.
The
tech was no help at all, now what?
In
some cases the technician may not be able to help, if you
have such a case, we will contact you to schedule an onsite
visit at a reduced rate.
I didn't understand what the tech told me, now what?
You
are always welcome to return to the help desk support system
if you don't understand something and want to ask a more
specific question. You may also choose to schedule an onsite
visit to assist you.
How do I get an onsite visit?
Our engineers
are always available for onsite visits, please call our corperate
office in Maryland (240)351-7510, or Virginia (703)599-5292 to
schedule. |
