How do I get remote support?
Just call us at 1.877.9.NEWAGE
Is it safe and secure?
Yes. When you connect to one of our certified technicians, the connection is encrypted using a 128-bit key. The same high level of security used when transmitting sensitive information online when using online banking or purchasing from reputable retailer.
Also, you are in complete control of the remote session and can take control of the mouse anytime or you can end the session immediately.
How long it typically takes to solve a problem?
Most support sessions take about an hour to hour and a half. The session may be much shorter or longer depending on the number of and severity of issues. In some cases when a computer is heavily infected with viruses and/or spyware, work may need to continue by doing an in-home or in-office onsite visit by one of our certified technical experts.
Who is doing the work?
The troubleshooting of your system is performed by one of our industry certified technical experts. When you call us to request service, you will speak to one of our technically trained representatives who will find out details of your problem and delegate it to one of our expert technicians.
Can a technician access my computer after the work is done or without my permission?
No, the connection to our system must be initiated by you the customer. Every time our experts access your computer a program is temporarily installed to allow access. Once we are finished working, we log off the session and the program that allows access is completely removed from your computer.
Is your work guaranteed?
You have a 30 day warranty for remote services, however please understand the volatile nature of computers, and that some problems can be recurring but not necessarily due to poor service on our part. For example some computers are reinfected with the same virus or spyware after a user repeats the same actions that got the system infected in the first place.
Can you help me with my computer if I'm outside of the U.S.?
Yes. Our online pc repair service works through an internet connection no matter where in the world you are.
What if you can’t fix my problem remotely online?
There are times when an online remote session will not be adequate to remedy a particular problem. In those cases we will schedule an onsite technician to be physically dispatched to your location.
We must authorize your credit card before a remote service session begins.
