Getting started
Absolutely not! Our service is specifically designed for people who find technology challenging. We start with the basics, go at your pace, and never make you feel rushed or embarrassed. Many of our clients tell us they wish they had found us sooner because we make everything so much easier to understand.
Most clients are up and running within 24-48 hours. We'll schedule a convenient time to install our support software and walk you through everything. The whole process typically takes about an hour, and we'll make sure you're completely comfortable before we finish.
While our live support is available Monday-Friday 9 AM-5 PM, our higher-tier plans include 24/7 emergency services for urgent issues. We also provide detailed guides and video tutorials you can access anytime. For non-emergency questions, you can always leave a message and we'll get back to you first thing the next business day.
Yes, our technicians are trained on both Windows and Mac systems, as well as iPads, iPhones, and Android devices. We work with whatever technology you already have.
Service & Support
Simple issues like email problems or software questions usually take 5-15 minutes. More complex issues might take 30-60 minutes. The best part is, you don't have to figure it out yourself – we handle everything while you watch and learn.
SCIOA is the internal term for the simple, fast, and direct support tool installed on your computer. This service is designed to give you on-demand assistance without needing to search for phone numbers or email addresses.
How It Works
The Icon: It appears as a small, yellow hand icon located in your computer's system tray (usually the bottom right corner of the screen).
On-Demand Help: When you need technical support, you simply click this icon to immediately initiate contact or submit a help request to our support team.
Purpose: The entire system is Integrated with your computer, allowing our technicians to quickly and efficiently understand your device's status, making the troubleshooting process simple and fast. This ensures you can get help the moment you need it, minimizing frustration and delay.
In short, it's the single click you need to get help for any computer issue.
This service provides a higher level of real-time, hands-on support for common online activities to ensure your safety, save you money, and offer peace of mind.
Since this assistance requires a more active, session-based approach (often using secure screen sharing), it is not included in the basic Apprentice tier.
What We Assist With:
Shopping Guidance (Amazon, etc.): We can share your screen to confirm you are buying the correct item, help you navigate the checkout process, and review the transaction to eliminate unnecessary "extras" like insurance, warranties, or add-ons.
Safety Assurance: We help you identify reputable sellers, check product reviews, and avoid suspicious links or fraudulent listings.
Post-Purchase Support: If the product is not as described, we can guide you through the return or refund process to make sure you are not taken advantage of.
General Comfort: This is ultimately a comfort service to ensure you feel secure while managing purchases and accounts online.
We recommend reserving your in-home visits for high-value tasks that simply can't be done remotely, allowing you to maximize your dedicated time with a technician. Things like:
Physical Setup & Integration: Use visits to install, connect, and configure new physical devices like printers, backup drives, computers, or networking equipment.
Comprehensive Tune-Ups: Request a hands-on system cleanup, including physical dusting, cable management, and verifying that your physical data backups are working correctly.
Personalized Education: Use the time for dedicated, one-on-one training on complex topics like setting up advanced software or mastering secure password habits.
In summary: Use your in-home visits for major projects, physical installations, and personalized learning.
We love teaching! Many of our clients start with basic computer help but end up learning to video chat with grandchildren, shop online safely, or use social media to stay connected with friends. We're patient teachers, not just repair technicians!
We don't just fix problems; we find out why they're happening and prevent them from recurring. If something does come back, we'll resolve it at no additional charge and make sure it stays fixed.
Don't worry – it happens to everyone. Just call us back and we'll help you fix it. There's never any judgment or additional charges for follow-up help on something we've worked on together.
Security & Safety
We use bank-level encryption for all remote connections, and you can see everything we're doing on your screen. You maintain complete control – you can disconnect at any time. We're also fully licensed and insured, and our technicians undergo background checks.
SCAM Assist is your dedicated, expert point of contact for preventing, identifying, and responding to scams. We are a specialized service focused on protecting individuals, especially seniors, from the rapidly evolving landscape of fraud and scams.
Our Mission
To provide full-screen assistance, moving beyond basic warnings to offer comprehensive support in three key areas:
- Prevention: We help you proactively screen suspicious links, emails, and phone calls before you engage with them, preventing a scam before it can happen
- Immediate Response & Technical Guidance: If you suspect you've been targeted or scammed, we provide immediate guidance on how to to secure your accounts, stop the transfer of funds (if possible), and offer expert technical advice on how the scam occurred
- Investigation & Follow-Up: We assist with the investigation of the scam, help you compile necessary information, and provide follow-up with relevant parties, such as banks or law enforcement, to analyze the incident and pursue recovery options
We understand how devastating scams can feel, which is why we are committed to being a resourceful and empathetic partner in safeguarding your financial well-being and peace of mind.
The dark web is where criminals sell stolen personal information. Our monitoring service scans these hidden areas of the internet for your Social Security number, credit card information, and other personal details. If we find anything, we alert you immediately so you can take protective action before identity theft occurs.
We use ESET Endpoint Security, a world-renowned, multi-layered security suite managed entirely by our team.
ESET is consistently ranked by independent testing labs as a leader in detection rates and system performance. It is a highly credible, award-winning solution that protects your devices without slowing them down.
We manage the licensing, updates, and monitoring of this powerful software 24/7 so you always have the best protection.
An Emergency Remote Lockdown is the most aggressive security step we can take, and it is reserved for situations where a device is lost, stolen, or has been actively compromised by a severe threat like ransomware or a major security breach.
Using our cloud management platform, our technician can execute a lockdown command instantly.
The Two Primary Actions of a Remote Lockdown:
| Action | Purpose | When We Use It |
| 1. Remote Lock | Immediately locks the screen and blocks all access. The user must enter the device's main password/PIN to continue. | When a device is temporarily misplaced or a breach is suspected, allowing us to buy time while we investigate. |
| 2. Remote Wipe (or Factory Reset) | Permanently erases all data, personal files, and programs from the device. | When a device is stolen or confirmed to be infected with an untreatable, destructive virus (like aggressive ransomware). This is the last resort to prevent your data from falling into the wrong hands. |
The Goal: The purpose of the lockdown is to secure your personal data immediately and prevent an attacker from gaining access or inflicting further damage to your files.
You are right that ESET is a vital part of your protection! The difference is that Complete Cloud-Managed Security elevates your protection from simple antivirus defense to a proactive, real-time security management system using the highly-rated NinjaOne platform.
While ESET defends your device against viruses and malware, our cloud-managed security provides the oversight, policy enforcement, and control by actively monitoring your device:
| Antivirus (ESET) | Cloud-Managed Security (NinjaOne) |
| Defends against known threats (viruses, malware). | Monitors user and device activity in real-time. |
| Stops a bad file from opening. | Alerts us if a device is being used at an unusual time. |
| Protects the device itself. | Tracks what applications have been downloaded and used. |
| Reacts to a threat. | Proactively scans for rootkits, spyware, and suspicious background processes. |
Essentially, it gives us the power to create and enforce custom policies around your needs, ensuring your entire digital environment is secure and compliant with your desired level of oversight.
Password management assistance is one of the key services provided to help you securely organize and access your online accounts, reducing your risk of fraud and the stress of forgotten passwords.
We help you leverage the Google Chrome Password Manager to store all your usernames, passwords, and other identifying details securely.
This system provides a reliable, secure vault that allows you to use strong, unique passwords for every site without having to memorize them all.
The 24/7 Emergency Alert System is your always-on lifeline designed to flag and quickly address immediate digital threats to your security or peace of mind.
While our human technicians are available during standard business hours, our AI-powered agent picks up all calls when we are offline (typically after hours) to ensure no urgent threat goes unnoticed.
When to Use the Alert System
You should use this system to report any active or highly urgent digital security concerns, including:
Active Threats: A notification or pop-up appears claiming you have a virus, or you suspect you have clicked a link that initiated a ransomware or malware download.
Security Breaches: You receive an alert that one of your passwords has been compromised, or you notice unauthorized activity on a financial or email account.
Scam/Phishing Attempts: You receive an unusually aggressive or time-sensitive scam SMS (text message), email, or phone call that attempts to trick you into clicking a link or providing personal information.
We provide up-to-date training to help you recognize and report these situations quickly, allowing us to intervene before significant damage occurs.
Costs & Billing
Never! The monthly price you see is exactly what you pay. All support calls, software updates, and security protection are included. The only additional cost would be if you add extra mobile devices ($10/month each) or choose in-home visits beyond what's included in your plan.
You can cancel anytime with 30 days' notice. If you're on a month-to-month plan, there are no cancellation fees. If you're in a 12-month commitment and need to cancel early, we'll work with you to find a fair solution – we never want to keep anyone who isn't completely satisfied.
We love that you have a helpful grandson! But consider this, we are available during business hours every day. We have professional training and tools your grandson does not. We can prevent problems before they happen. Plus, you maintain your independence and don't have to wait for family members to find time to help.