Over 20 Years Experience

Frequently Asked Questions

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 you can allow our 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 technician.

How much does remote support cost?
Much less than traditional on-site 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.

At My PC Team we charge $65 for 60 minutes of remote support, or a discounted $175 for 180 minutes of remote support. We bill in 15 minute increments after the first 60 or 180 minutes.

Can you get back into my computer after my session is over?
No, not until you request service again. When you request service from My PC Team 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. If you have signed up for our unattended monthly support program we can access your PC during your scheduled monthly maintenance time giving you the freedom do to other thing and the opportunity to schedule it when you are not on the PC.

Is it secure?
Yes. When you log in you 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 My PC Team help me remotely?
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
install home and small office networks (including wireless networks) - ensuring security!
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. 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 My PC Team, 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 give us a call at 1-866-677-8524, 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 My PC Team, we will do everything we can to identify and resolve your computer problems. 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. If we can resolve your issue over the phone without remotely accessing your computer or visiting you on-site there is no charge.