How remote service works
How does our remote service work? This page walks through the whole process, from scheduling to completion of the service.
Schedule the service
Choose the remote service you want
The first step to getting remote computer help is to choose what you need help with. If you have a problem, see if one of our remote services will help you fix it.
If you can’t determine what service to choose, feel free to reach out to us, and we’ll help you figure out what you need and how much it’ll cost.
Call, Text, or Email
Reach out to us via phone, text, or email. We’ll ask for details about your computer and your technology problem, and confirm that the service you want to schedule will solve your issue. Ultimately, what you want to schedule is up to you. Contact us
Pricing Confirmed
In this step, we’ll make sure you know what will be due once the service is completed.
Provide contact information and set up an appointment
Here is where we’ll collect your contact information, like your name, phone number, email address, and physical address. This is also where we’ll set and confirm an appointment to get your technology problem resolved.
Day of Service
Download remote connection software
On the day of service, we’ll send you an email with a special link to HelpWire, our remote connection software. This software allows us to see your screen and control your computer so that we can easily solve your computer issues and perform service.
Once you click on the link in the email, the software will automatically download. If it doesn’t automatically download, click the link to download.
Once it is downloaded, you can install the software. You may need to allow a User Account Control prompt to install the software. If you need help, we’ll help you walk through the process over the phone.
Accept remote access connection and perform service
Once the remote connection software has been downloaded and installed, the software will open.
At this point, we’ll initiate a request to have access to your computer. You’ll see a pop-up on your software saying: “Operator is requesting remote access to your workstation”, with “Grant Access” and “Deny” buttons. You’ll click the “Grant Access” to give us access to your computer.
Once we have been granted access to your computer, your screen should look like the image below. You can use the “Revoke access” button at any time to revoke our access to your computer.
Now we’ll start a remote session to control your screen. Once the session has been started, your HelpWire app should look like the image below.
Now that we have an active session, we’ll complete the remote service that you selected and end the connection.
Complete payment
Now that the service is complete, it is time to pay. We accept all major credit and debit cards and ACH.
You can see your current invoices on our client portal. You’ll log in or sign up using the email you provided us during the “provide contact information and set up an appointment” step.
Done! and future service
Congratulations! Your service has been completed! If a follow-up session is necessary, we’ll get an appointment scheduled.
Ready to schedule?
We’re ready to take your call or answer your email.