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FAQ
Company Info
Q. What is Remote 365?
A. Remote 365 is the answer to your PC problems 365 days a year. We take a proactive approach to computer care that helps prevent problems before they occur. Our screen-sharing technology allows us to fix your problems and answer your questions right before your eyes.
Q. How long have you been in business?
A. We have been providing onsite and remote technical support across North America since 1998. Our founder has over 20 years experience in the industry and all of our technicians are at least A+ and N+ certified.
Q. How much do you charge?
A. Members who purchase one of our Value Packages receive substantial savings over our Per-Session pricing. However, our Per-Session pricing is very reasonably priced at $55 per hour of expert technical support.
Connecting to Us
Q. What are the minimum system requirements?
A. You will need a Pentium 200 or higher PC running Windows 95, 98, Me, NT 4.0, XP or 2000.
If you are using an Operating System or system other than above, our Java-based screen-sharing technology will not work.
Q. Which browsers are compatible with your service?
A. You'll need Java-enabled Netscape or Internet Explorer. Versions 5.0 and newer are recommended.
Q. What Internet connection speed do I need?
A. A 56K or faster Internet connection is needed to effectively use our screen-sharing technology. Of course, a cable/DSL connection will achieve the best results.
Q. What if my Internet connection is not working properly?
A. Then how can you read this?? Seriously though, our technicians are typically able to restore your Internet connection over the telephone; providing you with step-by-step instruction to get you back online fast.
Q. My computer won't download and start the Chatlink applet. What should I do?
A. Call us at 1-866-805-0134 and we will talk you through downloading and starting the Chatlink applet manually.
ScreenSharing
Q. What is ScreenSharing and how does it work?
A. ScreenSharing is one component of our Chatlink tool. With your permission, it allows our experts see your computer screen remotely over the Internet and share your mouse and keyboard. You can watch and learn as our expert fixes your problems and answers your questions.
Q. Can Remote 365 technicians enter my PC while I am away?
A. Our Experts cannot launch the ScreenSharing until you grant them explicit permission to do so. Our experts will not use ScreenSharing to obtain or deliberately destroy confidential or sensitive information stored on your computer or network.
You always retain ultimate control of the session, your mouse and keyboard. You can stop ScreenSharing at any time. Once a session has ended, our technicians cannot restart ScreenSharing unless you start a NEW session.
Q. Is ScreenSharing secure?
A. You bet! All Remote 365 sessions are conducted through a secure server using 128-bit encryption. As safe and secure as it gets; same as online banking.
Q. Does your ScreenSharing work on corporate networks?
A. Yes it does. But you should first contact your system administrator to get permission to use our services in the workplace.
Q. Does ScreenSharing work with firewalls?
A. Yes. Our ScreenSharing works with firewalls. Even better, you need not configure firewalls or routers to get support; it just works!
Billing Questions
Q. Which payment methods do you accept?
A. We accept Visa, MasterCard and American Express online. Other payment options can be arranged via telephone, and include PayPal, e-check, business checks and money order.
Q. Is my credit card information safe?
A. When you pay for our service, you can safely enter your credit card number on our secure server, which encrypts all submitted information as verified by VeriSign.
Q. Is my email address and personal information safe?
A. Remote 365 keeps all of your information safe and is encrypted via SSL (Secure Sockets Layer) for billing verification. Furthermore your email address is only used for login purposes, and is not released to any third party.
Q. Are all prices in US Dollars?
A. Yes, but Canadian Dollars are accepted at par; provided that your billing address is within Canada. However, Canadian clients will be charged GST.
After the Session
Q. How can I provide feedback on my session?
A. A customer survey form is provided at the end of each session, so that you may provide us with feedback as to your support experience. You may also email suggestions and questions to info@pcoilchange.com
Q. What if I am not satisfied with the session, or my problem is not resolved?
A. Remote 365 wants our customers to be completely satisfied with every support session. If for any reason you aren't completely satisfied with your session, the session will be repeated free of charge until the problem is resolved.
General Questions
Q. How are the PC Oil Changes scheduled?
A. If you purchase an annual support plan (Value Package) you will be notified every 90 days via e-mail of your next Oil Change. This proactive approach to PC maintenance helps prevent costly problems before they occur.
Q. Can I share my annual support with others?
A. Yes. You may log in from any location using any PC to get the help you need. If you choose to help a friend out by giving them one of your 4 annual cleanups (PC Oil Changes), we will simply deduct one from your account. If you want to share your allotted support hours with others, no problem.
Q. Can I log in while on the road?
A. Yes. Any PC, anywhere, any time! Our Chatlink and ScreenSharing tools use a simple Java applet which can be downloaded to any PC, even public Internet terminals.
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