MRK COMPUTER SERVICES
Tip of the month
During storms ALWAYS pull out the Power Chord of all computer equipment from the Powerpoint, and pull out the phone line from your Modem
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Remote Assistance Service
What is Remote Assistance?
Remote Assistance is a service which allows us to resolve issues on a customer’s computer via the Internet from our own computer(s). With the client’s permission of course, we are able to control their computer via software that enables us to view what is currently displayed on the remote computer on our own monitor, hence enabling us to resolve computer users anywhere in the world.
Who can access this service?
While we may expand to provide a worldwide service at some point in the future, we provide the service for people residing in Australia only at this point.
Why use our service?
Firstly our rates are reasonable compared to what you would normally pay elsewhere. Secondly, the service saves you from unplugging your computer and taking it to a local repairer. Thirdly, we also provide a reliable service. Fourthly, you also save time from waiting on the phone, because we call you when we are ready to help. All you need to do is fill in the Remote Assistance Request form and book a time via our online booking system. Most often you don’t even need to be sitting at your computer or be on the phone while we doing the work. You can sit and watch if you wish, but you could also go and do something else while you are waiting. If we have questions or need your help while doing the work we will call you back again. All we ask is that you don’t tie up your phone on long phone calls while we are working so that we can easily contact you.
What about my security?
Firstly, the software that we provide for the customer to run on their computer, to grant us access, will only be running when the customer is receiving remote assistance. Therefore we or anyone else cannot access your computer unless you have this software running. Secondly, even when you do have the software running, the software will provide the customer with an ID and Password which you will need to give to us so that we can access your computer. This password is changed every time a session has ended and the software is restarted, so once we log off from a session we can not log back in until you have given us the new password. This also stops anyone else from getting into your computer. Finally, you have opportunity to watch on your monitor just what we do as we work.
Do I need to install software on my computer?
No, you do not need to install software on your computer. No, you do not need to install software on your computer. There is a very simple process for the temporary ‘transfer’ of a file to provide us access to give remote assistance. This is an exe file that runs by itself and does not require actual installation.
What problems can be resolved via Remote Assistance?
We can help customers with most software related problems. We can also install programs for the customer, and help install external hardware such as printers, webcams, etc., with a little guided help from the customer. We can also teach you how to do something you wish to learn. This all covers a good proportion of the things that need resolving with computers, as around 80% of computer problems are software related.
What problems can’t be resolved via Remote Assistance?
While we may be able to give you some idea what the problem may be, most hardware related problems will not be resolvable via Remote Assistance. Also, if you have problems connecting to the Internet we cannot help via remote assistance, because we are relying on your Internet connection to be able to connect to your computer in the first place. Those local to Cowra, NSW, Australia will need to use our Mobile Computer Repair Service for these problems.
How do I know whether my problem can be resolved by remote Assistance or not?
Fill out the Request for Assistance form anyway -
What happens if we cannot remedy the problem after attempting to solve it via remote assistance?
Those local to Cowra will be transferred over to our Mobile Computer Repair Service. Other customers will receive either a refund or a credit towards another job. So, you have nothing to loose, whether you get a refund or a credit is up to you.
What Internet Connection Speed do I need?
You need at least a 256/64 kbs Broadband Service or faster. Also if you have run out of data for the month on your Broadband connection, and your ISP slows you down to dial up speed, this would mean that we cannot help until your Broadband connection returns to normal speed.
How much do we charge?
In simple terms we charge $35 an hour with a minimum charge of $20. Those not local to Cowra also have a maximum fee of $105 because any job that can be resolved by remote assistance should not take any longer than 3 hours. Those local to Cowra can be transferred to our Mobile Repair Service which is a full service, and therefore the $210 maximum fee advertised for this service applies. However, we wish we could keep it that simple. I’m sure customers understand that there is a need to receive payment in advance to protect ourselves against those on the net that would abuse our service should we charge in arrears. Charging a fixed fee would generally result in higher bills to the customer to cover ourselves, so here is how we work:
The first time you put in a request you will be charged $105 before we do the work.
After the job is completed the customer then has two choices. The first option is
to request a refund of any amount not used, which can be done by replying to the
email you receive when we mark your job as completed. In this case the customer will
be charged the full $105 again the next time they request assistance. The second
option is to leave any amount on credit until the next job. When placing a later
request you simply enter your Customer ID and password, and our system will deduct
any credit owing from previous job(s) from the usual up-
Note that for jobs involving spyware/virus scans, any time spent scanning is not charged per hour, but $20 per program, although to keep our system happy our system would add 35 minutes to the hours used, given that our system works out how much credit a customer has on the basis of ‘hours paid for’ versus ‘hours used’.
How do I request Assistance?
The first step is to click on the link below to fill out the Request for Assistance form. We will then look at your request and determine the likelihood of fixing your request via Remote Assistance. Then we take the appropriate action as set out above. Nothing is ever charged to your Credit Card until we accept the request, and you can even withhold your Credit Card details and give it to us when we call if you wish. Once we accept the request, we will contact you and ask you to make a booking on our online booking system.
Is the form submitted by a secure server?
Yes, the form is submitted by a secure server, so your information is protected. Please note, however, that we need to use our web host’s domain name https://mrkcompu.fatcow.com instead of http://www.mrkcomputerservices.com.au to provide the secure server. You still access the same files, etc.; it is just the domain name is different. The information still gets sent to us, as you will be charged by MRK Computer Services on your credit card statement.
Terms and Conditions
The terms and conditions of service are available by clicking here.
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