FAQ
- Who is keep IT home?
- Do I have to go through a long sign up process before I get to talk to a real person?
- How does remote support work?
- How long does a support call last?
- keep IT home claims the support is safer and more secure. What does that mean?
- Can you continue to connect to my PC any time you want?
- Is it secure?
- What types of PC issues can keep IT home fix?
- What do I have to do when the support agent is remotely fixing my computer?
- What if you can't ultimately fix my computer?
- Do you have a money back guarantee?
- Are your PC support technicians qualified?
- Can you support older computers and operating systems? How about Apple Macs?
- Can you help me buy a new computer , hardware or software?
Who is keep IT home?
We are a 100% American owned and operated company providing technology help desk services to users all across the internet. Our team of talented support technicians have helped our company deliver high quality services since we opened our "virtual" doors.
Why 100% American? Every other company seems to be sending PC support jobs outside of America because it results in cheaper prices.
Our founders made a decision to keep this as a 100% owned and operated American company. They openly challenge the prevailing thought process that the majority of American technology companies seem to subscribe to…"off shoring" jobs to lower prices. keep IT home is a shining example of how using 100% American technology workers can offer prices to the customer that are substantially lower than our competitors. There are so many American technology workers that have been displaced by large companies sending their jobs overseas, that we are here to put them back to work.
Do I have to go through a long sign up process before I get to talk to a real person?
No. Unlike our competitors, we ask you to call 1-888-PC2-FIXPC (1-888-722-3497) to speak with an actual support agent before you buy any service from us. Additionally, we don't ask you to sign up for user names or passwords. We share your sense of urgency to have your PC issues resolved immediately.
How does remote support work?
Remote computer support, also known as 'online support', allows us to remotely view your computer screen and securely fix most computer and network problems 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, 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 -thereby fixing your problems immediately-while you are watching.
How long does a support call last?
The average remote support session lasts anywhere from 45-60 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, we may recommend a follow up remote session.
Why does keep IT home cost less than my local repair person or other PC support services on the internet?
We don't have the complicated overhead expenses that most other companies experience. Our company is truly "virtual". Our customers are able to sit in their own homes and offices and our support agents are able to work from their homes and/or offices. We don't waste time and money on trying to find individual repair personnel that drive to your home to fix a problem that can be resolved faster and less costly by using remote access. We fix many issues in an hour versus traditional retail repair personnel that spend time dealing with their complicated business models and devising new ways to keep their customers buying as many things as possible from their brick and mortar stores.
keep IT home claims the support is safer and more secure. What does that mean?
Your PC is a large investment and you need to protect it. A newer or faster computer does not solve all PC issues.
Saftey: We do not send an unknown PC repair person to your home to resolve your issues. Do you really want a stranger visiting your home to solve your PC problems when over 95% of all computer-related issues can be resolved remotely?
Secure: All of our support is done over the phone and our secured connection between your computer and our support agent. We use a 128-bit encryption to facilitate the connection between your computer and the support agent's computer. We also video record every session to ensure that we can review your support experience, key stroke for key stroke, in the event there is a question regarding how secure the information on your computer was maintained.
Can you continue to connect to my PC any time you want?
No. Once the support call has ended and the connection is terminated, no one from keep IT home has access to your computer. The file used to connect is deleted from your computer and is also useless once the live session has ended.
Is it secure?
Yes. You will be given a secure code to enter . That creates a secure 128-bit encryption connection between your computer and the agent's computer. Again, all support sessions are recorded and stored if there is ever a security question that arises. With our ultra highly secured remote control software, you will always be able to see what the support agent is clicking on, viewing, etc.
Even though a support agent is using a remote connection to control your desktop before your very eyes, you are still 100% in control throughout the session. You can end the session at any time by simply clicking a button or the support window. More importantly, you can instantly regain control of the mouse, keyboard and system by simply using them on your side of the connection.
What types of PC issues can keep IT home fix?
- Find and remove viruses, adware/spyware and any other unnecessary files
- Help you purchase, install and configure anti-virus, adware and spyware software
- Software problems (email, Windows, Office)
- Install and configure software for Printers
- Optimize your computer. Resulting in increased performance
- Pro-active maintenance – Find problems before they become serious problems
- Perform standard maintenance, Windows updates and patches
- Deliver training
- Solve the real problems that are causing the error messages
What do I have to do when the support agent is remotely fixing my computer?
Nothing, if you don't want to. You can watch the pc screen and see what is being fixed, step away from the computer, or do anything else that you would rather be doing. This experience is like getting your car fixed without having to sit in an uncomfortable chair serving your self stale coffee in a repair shop. You get to sit in your own home and relax! We are here 365 days a year 7 days a week to take your calls when you need PC support.
What if you can't ultimately fix my computer?
In the rare case that your computer is not fixed because our agent determines it is truly a hardware error that can not be fixed remotely, we will provide the technical expertise and recommendations to guide you through purchasing the appropriate hardware and/or software. We also offer a service that allows us to go shopping online “ with you” using the same remote control software. Our customers have found this to be a great way to ensure they are buying the most appropriate computer-related products.
Do you have a money back guarantee?
Yes! If at the end of the support session you are not 100% satisfied with our service, the charge on your credit card will be removed. All you have to do is notify the agent over the phone at any time during the session that you are not satisfied and they will initiate the refund process. We want each and every customer to be “100%” completely satisfied. Our company was founded on the premise of offering the best customer service at the best price. We want your feedback to help us maintain our own high standards of delivering quality service. We strongly encourage you to complete the customer satisfaction survey that appears on the screen once the session ends. We value your input.
Are your PC support technicians qualified?
At keep IT home, our PC support agents carry industry certifications. They have a minimum of 5 years experience in delivering many levels of service to customers. Our support agents are trained to address issues of varying complexity. Our support agents all live and work in the United States and have demonstrated a successful track record in PC repair.
Can you support older computers and operating systems?
We offer support PCs using the following operating systems.
- Windows 2000
- Windows XP
- Windows Vista
Can you help me buy a new computer , hardware or software?
Yes! We can even use our remote connection software to go shopping together to ensure that you buy the right hardware and/or software at the best prices.
