FAQ · ASKED OFTEN, ANSWERED HONESTLY
Straight answers, no fine print.
If a question is missing, put it in the first line of the contact form and we will answer it in the reply.
Is remote access safe? Can you see my files?
A remote session only starts when you request it and approve it — and you can end it at any time with one click. Sessions run over encrypted connections, every session is logged, and we never access personal files outside the work you asked us to do. Our terms of service include an explicit remote access consent you agree to before the first session.
What devices and systems do you support?
We currently support Windows 10 and Windows 11 PCs and laptops. macOS support is in the works — join the waitlist from your portal and we'll notify you the day it launches.
How fast do you actually respond?
Our average first response is around 12 minutes during extended support hours (Plus plan and above). Essential requests are answered by the next business day. Business plan urgent issues get a one-hour response SLA, around the clock.
What counts as “unlimited” sessions?
Fair use: if your device genuinely breaks, misbehaves or needs configuration, we fix it — as many times as needed. The only things outside the plan are new hardware costs and third-party software licenses, which we always flag and get your approval before anything is purchased.
What exactly happens during a remote session?
You describe the problem, we send a connection request, you approve it, and a technician controls your screen while you watch. We explain what we're doing as we go, and afterwards you receive a written summary of the problem, the fix, and any recommendations.
Can I cancel anytime?
Yes. Plans are month-to-month with no contract. Cancel in one click from your client portal, and service continues until the end of the paid period. Annual plans are refunded pro-rata within the first 30 days, and our 30-day money-back guarantee applies to every plan.
What does the monitoring agent actually do?
It reports device health — disk condition, temperatures, memory, update status — so we can catch problems early. It cannot open your files, see your screen, or control anything. Remote control exists only in live sessions that you personally start and approve.
Do you support businesses too?
Absolutely — the Business plan is built for small teams of up to 10 devices, with priority response, new-device setup and a monthly IT report. For larger fleets, contact us and we'll put together a custom quote with the same flat structure.
Who am I actually talking to?
One of the two founders — see the Founders page for names, faces and backgrounds. No outsourcing, no rotating agents. The person who fixes your machine today is the same person who remembers your setup next month.
· STILL CURIOUS?
Ask the question we forgot.
A founder replies to every message — usually within one business day.