Q. Will the remote assistance work if my PC is behind a firewall?
A. Yes. Most firewalls are configured to allow outgoing connections from the computers behind them. If you use a software firewall, you might get a warning message with the option to allow the remote assistance service to call out, or you might have to manually configure the software.

Q. Is your computer support service free?
A. No. We feel that our prices are extremely competitive for the service we offer. Call a few computer repair shops to find out what they charge for repair service. It's usually around $60/hour and your computer will be there for weeks.

Q. I have a (insert brand name here) computer. Can you fix it?
A. We can work on any brand computer as long as you are running one of the Microsoft Windows operating systems.

Q. I have a DSL/cable router. Will the remote assistance work on my PC?
A. Yes. A static IP or dynamic IP makes no difference.

Q. How do you know if a computer that you are supporting is a computer that I have purchased a support plan for?
A. We record information, such as Windows® serial number, which is unique to each computer that we support. The technician will check this against our records at the beginning of the support session.

Q. Can anyone else connect to and remotely control my PC?
A. When you open the small program that the technician sends to you, that program is inviting that particular technician's computer to connect to yours. Only a computer that you invite can connect. In this way, it's possible for more than one technician to be able to view your computer at the same time for training, quality assurance, or if the technician needs assistance from another technician in order to repair your PC. Once the support session is complete, either you or the technician will close the program on your computer, which will close the connection, and the program will automatically uninstall itself. No one will be able to reconnect to your computer.

Q. Will this work if I have a dial-up internet connection?
A. No.

Q. How long will the support session take?
A. That depends. A simple configuration or 'How to' question may only take a few minutes. If we are removing viruses, adware, spyware, and optimizing your pc, the session is usually around an hour. Depending on the severity of the infestation, the session could take well over an hour. We genuinely care about doing the best possible job and make sure your computer is in the best condition possible. We want our service to be a great experience for you and hope you will return to BrimstonePC with all your computer problems and questions.