What is remote
How long does an
average support session last?
How much does it
Can you get back
into my computer after my session is over?
Is it secure?
How can New England
PC Services help me?
Why is remote
computer support better than more traditional support options?
Is it easy to use?
Do you charge to
diagnose my computer?
Is your work
technicians qualified to work on my computer?
Can you send a
technician to my home/office for support?
Do you support
Can you support
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 (possibly lots
of spyware or even a virus!), we may recommend a follow up remote session or,
in severe cases, scheduling an in-home or in-office visit by a certified
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).
Can you get back into my computer after my session is over?
It's up to you! Depending on the type of services you want
us to provide, you can determine whether you want us to be able
to log in again or not. Some of our customers have their
systems set up giving us access to do fixes on their computers
24/7 so that even if they are not around, as long as they keep
their computer on and connected to the internet, we can log in
and do maintenance to their machines. But we also have
customers who simply want to allow us access on an "as needed"
basis. On those machines, we can only access your computer
when you give us permission. 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
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
How can New England PC Services help me?
Through our 'hands-free', remote computer support service, we
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
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,
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 (for small environment with a wireless router
through common challenges
fix error messages or frozen
screens and much more!
Why is remote computer support better than more traditional
Well it's not for us to say what is better or worse, because
everyone has their own thoughts, but let us share ours:
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 New
England PC Services, 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 download our connect tool, 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 New England PC 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 98, 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 New England PC Services, our
customer's satisfaction is very important to us. If a customer
is not completely satisfied with the service they received from
New England PC Services, we will work with them to ensure their
Our key components of quality
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
A sincere desire to make all
our customers happy.
And, our satisfaction
New England PC Services
Online PC 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
technicians qualified to work on my computer?
Our computer are real people who have dedicated themselves to
implementing the best approaches to desktop maintenance and
management. We have tested literally hundreds of
applications and programs to determine the most reliable
solution for our customers. If/when we find a better
solution, we will simply make that change for you without you
having to think about it at all. Plus New England PC
Services technicians recognize the problems
you are having because in most cases they have seen them
hundreds, if not thousands of times.
Can you send a technician to my home/office for support?
Yes, but we do everything in our power to avoid it. We can send a certified technician to your home or office,
but we are based in Massachusetts and only service
Massachusetts, Rhode Island and most of Connecticut for in-home
and in-office repairs. Most service requests can be fulfilled
within 24 hours and the services are provided through a
sub-contracted Break/Fix provider. Our 'physical' on-site computer support fees
are $155/hr. (travel time included)
Do you support Apple Macintosh?
Our partner company does. Although we have made a choice
to be a strictly Windows based company and to be the very best
at that, we refer all our
customer with Macintosh machines to Macs At Work to handle all
their Macintosh needs. Contact us so that we can properly
refer you to them by emailing us at:
Can you support older computers?
All of our services are available for PCs that have Windows 7, Windows XP
and Windows Vista. A select list of services are available for
PCs that have Windows 98 and Windows 2000, but they are limited
because of the instability of the operating systems and the fact
that neither of those two operating systems are still supported.
If your PC is older than 5 years, or has Windows 98, Windows 95 or Windows
2000, it may be worth considering the purchase of a new
Can you provide remote support
through a dial-up connection?
The short answer is yes. However, in most cases, we will decline
to work with folks who have dial-up because of the mutual
frustration involved. Customers that have a dial-up,
mobile wireless or satellite Internet connection may experience
long 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
call us for more
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