Frequently Asked Questions

Remote IT support means our certified technician connects to your computer over the internet using secure, encrypted software — similar to screen-sharing. You watch everything we do in real time, and you can end the session instantly at any time. We can diagnose and fix most computer problems without anyone visiting your home or office.

We can fix the vast majority of software, configuration, and performance issues remotely — including virus removal, slow computer diagnosis, internet connectivity issues, email setup, Microsoft 365 configuration, printer problems, software installation and errors, Windows errors, and business network troubleshooting. Hardware failures (physical damage, broken screens, failed drives) typically require in-person service, but we can often diagnose these remotely first to save you time.

Most sessions are 30–90 minutes depending on the issue. Simple tasks like removing a virus or fixing an email configuration take 20–40 minutes. More complex work like setting up a business network or recovering lost data can take 2–4 hours. We always give you a time estimate before starting, and you only pay for the time actually worked.

Yes — we provide remote IT support across all of Canada. Our technicians have helped clients from Victoria, BC to Halifax, NS. Since everything is done remotely, your location doesn't matter. We operate in your time zone and support businesses and individuals in all 10 provinces and 3 territories.

Not at all. We specialize in explaining technical issues in plain language. We walk you through every step, answer all your questions, and make sure you understand what was done and why. Our clients range from seniors using their first computer to business owners managing 50-person teams. No technical knowledge required.

Our per-session pricing starts at $49.99 for basic support. Managed IT plans for businesses start at $149/month for up to 5 devices. We offer a free 15-minute diagnostic consultation — no credit card required — before any work begins. All pricing is in Canadian dollars and includes GST/HST where applicable.

No. If we cannot solve your problem during the session, you do not pay for that session. We operate on a results-first model — you only pay when the issue is resolved. If we diagnose that the problem requires hardware repair beyond our remote scope, we'll tell you clearly and refer you to a local technician at no charge.

A Managed IT plan is a monthly subscription where we proactively monitor and maintain your business computers and network. Instead of calling us when something breaks, we catch issues before they become problems. Plans include 24/7 monitoring, monthly health reports, patch management, and priority support response times. Plans start at $149/month for 1–5 devices.

We use enterprise-grade, encrypted remote access tools (similar to TeamViewer or ConnectWise Control). The connection is fully encrypted using AES-256 and requires your explicit permission to start. You always have full visibility and control — you can see everything we do, and you can end the session instantly by closing the application or pulling out your internet cable.

Yes, absolutely. Your screen is always visible to you during the entire session. We never do anything hidden or invisible — you watch every click, every file opened, and every change made. You can take control of the mouse at any time, and the session ends immediately the moment you close the app or disconnect from the internet.

Yes. Our technicians are professionally certified and bound by strict privacy agreements. We do not copy, store, or transmit any of your personal files. All sessions are conducted over AES-256 encrypted connections. We are PIPEDA-compliant (Canada's federal privacy law) and do not retain access to your computer after the session ends — the remote software is removed automatically when you close it.

Our business SLA tiers are: Starter (4-hour response, Mon–Fri), Business (2-hour response, Mon–Sun 8AM–10PM), Enterprise (30-minute response, 24/7/365). All SLA guarantees are in our service agreement. If we miss an SLA window, you receive a service credit automatically.

Yes. We specialize in multi-location business support across Canada. We can manage IT infrastructure for offices in different provinces, apply consistent security policies across all locations, and provide centralized reporting. Remote management means we can push updates and fixes to all locations simultaneously without travel costs.

We accept all major credit cards (Visa, Mastercard, American Express), Interac e-Transfer, and PayPal. Business clients on managed plans are invoiced monthly via their preferred method. All transactions are processed securely — we never store your full card details. Invoices are in Canadian dollars and include applicable GST/HST.

You can cancel anytime. For monthly plans, provide 30 days written notice before your next billing date. You'll retain full service until the end of your current billing period. There are no cancellation fees or penalties. Contact us through your client portal or use our secure contact form to initiate the cancellation.

Yes. We support Windows 10, Windows 11, macOS Ventura, Sonoma, and Sequoia. We also support Chromebooks, Linux (Ubuntu, Debian), iOS and Android for mobile device management. Our business plans include cross-platform endpoint management.

Yes, we can help with older systems. However, we strongly recommend upgrading from Windows 7 and 8.1 — both are end-of-life and no longer receive security updates, making them vulnerable to malware. We can help you migrate to a new system, recover data from old machines, and evaluate whether upgrading your hardware is cost-effective.

Yes. We are fully compliant with Canada's Personal Information Protection and Electronic Documents Act (PIPEDA). All client data is stored in Canada, our technicians are subject to strict privacy agreements, and we maintain a comprehensive privacy policy aligned with Canadian privacy law. For businesses in Quebec, we also meet Law 25 (formerly Bill 64) requirements.

Yes. We provide full bilingual support in English and French. Our French-speaking technicians can assist clients in Quebec and other French-speaking communities across Canada. Sessions, documentation, and invoices can all be provided in French upon request.