You will be provided with a download link to install our Remote Support software suite.  This is a very small application that runs as a background service on your PC or Server.  Once the service is installed and running your PC will begin reporting vital information to our support center.  This will allow our support staff to see diagnostics and discover issues with your system even before you are aware it is a problem.  This will allow us to proactively inform you of the issue and remotely connect to the system to repair the issue.

Live remote monitoring allows us to keep an eye on all the remote machines you choose to cover.  Alerts automatically track key aspects of your system and send notifications to our support center which allows us to respond before they lead to downtime.

We are automatically alerted when any of the following happens:
* Systems are down
* Disks are running out of space
* Low memory or high CPU Usage
* Popup errors or warnings are found
* Anti-Virus needs updating
* Firewall is not running
* Irregular network usage is found
* Malicious applications are running

Once a problem is found we will notify you to schedule a time to log into the system and fix the issue.  If on-site support is neccessary we will schedule that for you at a reduced hourly rate (Available in NC only at this time).

That depends on how you set up your contract.  Once you purchase the first month of service we will contact you to set up your recurring contract.  During the initial accessment the specifics of your contract will be discussed and you will have the ability to determine how and when your PC(s) is/are accessed.

While some customers prefer to only allow access on-demand, others choose to give us the ability to proactively fix issues found even while they are away from their PC or after business hours for convenience sake.  

We can even lock the support access down and require a randomly generated code each time a technician assists you with a problem.  The choice is entirely up to you and regardless of your decision, we will NEVER access your system without prior contact and explicit permission to do so.

Our Remote Support software implements a protocol closely based on DTLS using AES-256, RSA-4096, and a combined 256-bit SHA-512/SHA3 (Keccak) authentication hash. Since our support center always retains control over both ends of the connection (your PC + our support center) it does not negotiate these algorithms and thus all sessions and established communications between your compuer and our support center will always use AES-256 and RSA-4096.

Whether we are connected to your PC in a session using HTTP, TCP or UDP as an underlying transport or simply accessing your machine's stats or filesystem, all communications are encrypted using this protocol and these mechanisms.

Due to the nature of support service, we do require a one year commitment for each contract.  This is neccessary to prevent abuse of our system by individuals signing up for the service to fix a one time problem and then dropping the service after one month.

Think of our remote support as health insurance for your PC.  If we provide hours of assistance for a major issue and only collect for one month of service, we are not financially able to sustain the service.  This service allows you to spread out the cost of your IT support services and have peace of mind that you are covered in the event of an emergency.

Any of the monitored issues will be covered under the monthly fee at no additional cost. Those issues include:    
* Systems are down
* Disks are running out of space
* Low memory or high CPU Usage
* Popup errors or warnings are found
* Anti-Virus needs updating
* Firewall is not running
* Irregular network usage is found
* Malicious applications are running

We will also perform quarterly scheduled maintenance on each covered workstation and montly scheduled maintenance on each covered server at no additional charge.  The services performed at that time include:

* Full system optimization scan 
* Network/Internet speed optimization scan  
* Full anti-virus and anti-malware scans 
* Full disk defragmentation scan/fix  
* Windows updates if needed
* Full system driver scan and update if needed

If you require extended services such as software or hardware installation support there may be an additional charge depending on the length of time spent on the issue.  

Any specific requests for support not related to one of the items listed above may incur additional charges.  If additional charges are required for any service, you will be provided with a fixed price quote for approval before any services are performed.