Frequently asked questions

We monitor email 24/6 and aim to respond within 1–2 hours during business hours. After-hours emails are answered first thing the next business day, or sooner if the issue is urgent.

Yes. Most software issues, configurations and diagnostics can be handled remotely through a secure screen-sharing session. We'll guide you through connecting, step by step.

Every engagement starts with a free assessment. We then provide a clear, itemized quote before any work begins. Pricing varies by complexity, but we always stick to the quoted amount.

We stand behind our work. If an issue recurs or wasn't fully resolved, we'll re-engage at no additional charge to make it right.

Both. We support individual users, home offices, small businesses and growing companies. Our services scale to fit your situation.

Yes. Remote sessions use encrypted connections. We only access what's needed to solve your issue, and you can watch and end the session at any time.

Phone support is available Sunday to Thursday, 10 AM–7 PM EST. Friday and Saturday we're closed for phone support, but email is monitored 24/6.

Yes. Remote sessions handle many issues, and on-site visits are scheduled at your convenience when hands-on work is needed.

Windows, macOS and Linux; Microsoft 365 and Google Workspace; AWS; network and security equipment from vendors such as Cisco, Fortinet and Ubiquiti; BitLocker encryption; Veeam backup; and Intune for device management.

All major brands, including Dell, HP, Lenovo, Apple and ASUS. If you have something less common, ask us; most repairs follow the same principles.

Keep at least 3 copies of your data, on 2 different types of storage, with 1 copy off-site, for example in the cloud. Read our backup guide for more.

Not by itself. Sync copies changes everywhere, including deletions and ransomware damage. Version history helps, but a separate backup is safer.

Disconnect the affected device from the internet, don't enter any more passwords on it, and contact us. From a different, clean device, change the password of any important account you think is affected and turn on two-factor authentication.

It's important but not enough on its own. Updates, strong unique passwords, multi-factor authentication, backups and alert users matter just as much.

Cloud providers keep their service running, but you're responsible for protecting your data against deletion or account compromise. A separate backup is recommended.

An experienced technology advisor who works with your business part-time or on an ongoing basis, giving strategic IT guidance without the cost of a full-time executive.

Yes. Remote sessions use encrypted connections, we only access what's needed to solve your issue, and you can watch and end the session at any time. Only allow remote access to someone you contacted yourself, never to an unexpected caller.

Computers have built-in software firewalls, which you should keep on. A hardware firewall protects the whole network, including devices that can't run security software, and is recommended for businesses.

Not quite. Consumer VPN apps route your traffic through a provider's servers for privacy. A business VPN connects your staff securely to your own office network and systems.

A properly configured BYOD setup manages only the work apps and data. Personal content stays separate. We set it up with privacy in mind and can explain exactly what is and isn't visible.

No. No real bank, company or IT support person will ask you to read out a two-factor code. If someone does, it's a scam.