Q. How do we get started?
A. After calling the customer will be directed to click on the life preserver in the upper, left corner.
You will then see this dialog box:
Please click run (twice) and you're done! Sit back, relax and watch us do what we do best.
Q. Will the remote assistance work if my PC is behind a firewall?
A. Yes. Most firewall's are configured to allow outgoing connections from the computers behind them. If you use a software firewall, you might get a warning message with the option to allow the remote assistance service to call out, or you might have to manually configure the software.
Q. I have a (brand name/non-brand name) computer. Can you fix it?
A. We can work on any brand computer as long as you are running one of the Microsoft Windows operating systems.
Q. I have a DSL/cable router. Will the remote assistance work on my PC?
A. Yes. A static IP or dynamic IP makes no difference.
Q. Can anyone else connect to and remotely control my PC?
A. When you open the small program that the technician sends to you, that program is inviting that particular technician's computer to connect to yours. Only a computer that you invite can connect. In this way, it's possible for more than one technician to be able to view your computer at the same time for training, quality assurance, or if the technician needs assistance from another technician in order to repair your PC. Once the support session is complete, we will show you how to close the program on your computer, the connection, and how to uninstall. No one will be able to reconnect to your computer.
Q. Will this work if I have a dial-up internet connection?
A. Yes. However the session will take much longer, especially if the technician needs to download any files to your computer. We can only accept dial up service on an hourly basis and while assisting others while waiting for the connections to catch up. We'll still help you though!
Q. How long will the support session take?
A. That depends. A simple configuration or 'How to' question may only take a few minutes. If we are removing viruses, ad ware, spy ware, and optimizing your pc, the session is usually around an hour. Depending on the severity of the infestation, the session could take well over an hour. We genuinely care about doing the best possible job and make sure your computer is in the best condition possible. We want our service to be a great experience for you and hope you will return to Bay Geeks with all your computer problems and questions.
Q. Who will work on my computer?
A. Feel free to ask for the same Microsoft Trained Technican every time! We encourage you to get to know your technical consultant.
Q. What type of Service Level Agreements to you have?
A. We strive to adhere to a "Best Effort" SLA. While we do not guarantee or warrant that we will always adhere to this SLA schedule, we always strive to resolve our valued clients issues as quickly as possible.
Service Priorities
We strive to resolve all of our clients issues on the first call back, however in the event of a complex problem we have established the following service levels:
High: An emergency situation requiring immediate attention. Staff is unable to work, with no work around.
Medium: Reduced system functionality but business transactions can still occur.
Low: A request to install an upgrade or enhancement. Non-mission critical service requests.
Response Times
We strive to respond to each issue as quickly as possible. We will make our best effort
to respond to each issue within the following time schedule:
High: within 4 business hrs
Medium: within 8 business hrs
Low: within 16 business hrs
We will fix your computers right over the internet!
Our remote desktop sharing application allows a qualified experienced technician to safely and securely connect to your computer and repair it as if the technician were sitting at your PC -
no matter where your computer is connected to the internet.
