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Frequently Asked Questions

We've compiled a list of answers to common questions.

General
What exactly is your '100% Customer Satisfaction Guarantee'?

We take pride in every single of our many 5-star ratings – and we believe we received them for a reason: if you ever use one of our services and are not 100% satisfied with the results, please let us know and we will make every reasonable effort to make it right.

If we ever are unable to complete one of our services because the specific case turns out to be beyond our technical capabilities, we will not charge you for this service at all. And even in cases where we diagnose a technical issue and it turns out to be unserviceable (like e.g. major hardware defects) we only charge a low flat fee of $25 for the diagnostics.

What is your service area?

Being located in Novi, MI, we proudly serve the cities and townships of Ann Arbor, Brighton, Canton, Dearborn, Farmington Hills, Livonia, Novi, Plymouth, Pontiac, Southfield, Troy, Waterford, West Bloomfield, and Ypsilanti.

Which forms of payment do you accept?

For all service orders handled online, we accept all major credit cards. In addition, for any in-person payments, we also gladly accept contactless payment via Apple Pay and Google Pay as well as cash and checks.

Account
Why do I need to create an account on your website?

We provide the vast majority of our services at the customer’s place of business or residence. In order to serve our customers best, we therefore need to have up-to-date contact information of our customers on file.

I forgot my account password. How can I reset it?

You can easily reset your password either by selecting ‘Reset Password’ in the Login menu – or by clicking on this link: Forgot Password

I forgot my user name. How can I login?

Instead of logging in with user name, you can alternatively login using the email address you used during registration.

How can I change my account password?

Once you are logged in, you can easily change your account password in the My Account section.

My email address has changed. How do I update my account accordingly?

If you need to change the email address associated with your account, please reach out to us using the contact form. We will gladly take care of the update.

I have moved. How can I update my address?

Once you are logged in, you can update your billing and shipping addresses at any time in the My Account section.

Appointments
Why do I need to login first in order to schedule an appointment?

We provide the vast majority of our services at the customer’s place of business or residence. In order to serve our customers best, we therefore need to have up-to-date contact information of our customers on file. Once you registered on our website and are logged in, you can easily schedule your appointments – and we will automatically link these appointments to your address.

Some time slots are shown in grey and can't be selected. Why?

The scheduling system is linked with our calendar – and always up-to-date. If during booking any time slot is shown in grey, we do have other appointments at that time already.

How far in advance shall I schedule my appointments?

At any given time, you can schedule any new appointments up to one month in advance. As we require a little preparation time, you can schedule appointments with as little as 6 hours notice.

I need service at a different address. How do I handle this?

By default, we will automatically link any of your scheduled appointments to your Billing Address. If you need any service carried out at a different address, please simply specify that address during step 3 of the appointment booking.

I would like to provide some additional information regarding the service. How can I do this?

We very much appreciate if you can provide any additional details on the required service in advance, as this helps us a lot in the preparation. During the booking of any new appointment, you can provide any such information in the dedicated text field shown in step 3.

My schedule has changed. How do I cancel an appointment?

You can review all your appointments at any time in the My Account section. If you ever need to cancel an appointment, you can also do this in the My Account section. Please understand that we require a 24 hour notice for any cancellations. If you need to modify or cancel an appointment less than 24 hours in advance, please either call us or reach out using the contact form.

My schedule has changed. How do I reschedule an appointment?

Unfortunately, our booking system does not (yet) enable re-scheduling of appointments. If you need to change date and/or time of an appointment, please either reach out using the contact form or simply cancel the existing appointment and schedule a new one.

Computer Support Plans
If I sign up for any of your support plans, will I be locked into any contract or similar obligation?

Absolutely not! As part of our 100% Satisfaction Guarantee, all our support plans are month-to-month subscriptions, without any further commitment or obligation. All plans can be canceled ANYTIME without any further questions asked.

Your support plans cover 1 respectively up to 3 computers. Do you offer similar plans for different numbers of computers/devices?

If you have more than 3 computers which you would like to have included in our service plan, please reach out to us either via email or using the contact form – and we will be more than happy to compile a respective offer.

Your support plans cover maintenance for my computers. But what about my network and other devices connected to the network (such as printers)?

As our support plans primarily target required regular maintenance (from setup to phone and remote support to regular check-up and tune-up), the scope and focus of these plans is on your computers, keeping your systems up and running. If you ever require any troubleshooting of your network setup, your printer(s) or any other connected equipment, we will offer those services at a 10%, 15% or even 20% discount – depending on the actual level of your active service plan subscription.

Besides the end-user computers, I'm also using dedicated servers within my IT network. Do you have support plans including those servers?

While our standard support plans (BASIC, STANDARD or PRO) do not cover any setup or regular maintenance for any network servers, we would be delighted to compile a custom support plan exactly covering your needs. Please reach out to us via email or the contact form – and we will get back to you shortly.

Computer Support
Besides the services listed under Computer Support, do you also offer hardware repairs?

We understand well that especially mobile devices like laptop computers sometimes literally get a hit and need some hardware repair (e.g. replacement of a broken screen). Due to the wide variety of computer models and related spare parts, please understand that we do not offer any standard hardware repair services at pre-defined prices. Still, we are always happy to have a closer look at any defective device – either we can fix it or we can at least provide a recommendation. Just contact us.

Do you offer Computer Upgrade services?

While we have not listed any pre-defined services for computer upgrades, we actually do offer such services, including installation of additional RAM, installation of additional disk drives, replacement of hard disk drives (HDD) with solid state drives (SSD), and others more. Just reach out to us with your specific request, and we are glad to discuss the details and to provide you an offer.

I have issues with my tablet or smartphone. Can you help?

We actually do offer troubleshooting services for mobile devices running either Android or iOS, even if we have not listed any related pre-defined services. Just reach out to us with your specific request, and we are glad to discuss the details and to provide you an offer.

Do you provide support for computers running other operating systems than Windows or MacOS?

We actually handle such requests quote-based and on a case-by-case basis. If you need support for computers e.g. running any of the popular Linux distributions, please reach out to us with your specific request, and we are glad to discuss the details and to provide you an offer.

Can I buy a new computer from you?

Unfortunately no. While we are always glad to provide purchase recommendations for new computers, we are not retailing computer hardware ourselves.

Networking
I would like to offer 'Free Wi-Fi' to my customers. Can you provide some advice on how to best proceed?

We absolutely can! When planning to offer free Wi-Fi to your customers, there are many aspects to consider – from ease of access to bandwidth to blocking of unwanted content, just to name a few. Our Networking Consultation service covers all your specific networking aspects and questions, also including recommendations for your ‘free Wi-Fi’, suggested firewall implementations etc.

Yes, we offer respective services to design, plan and install such dedicated server setups, including all networking aspects from Ethernet ‘drops’ to patch panels to commercial-grade network switches and routers. We would be delighted to discuss your needs further and to compile a respective offer – just reach out to us via email or using the contact form.

I'm regularly facing network connectivity issues and my computer looses Internet access. Can you help?

Yes, we offer dedicated networking troubleshooting services, which include a detailed analysis of your (Wi-Fi) network, identification of any ‘dead zones’, and any required adjustment of the configuration of your networking equipment.

My Internet connection is reliable, but way too slow. Can you suggest how to improve this?

A slow Internet connection or a poor network performance can have its root cause in many different areas, from the (obvious) bandwidth provided by your ISP (Internet Service provider), to outdated network equipment to configuration of routers. In order to tackle this, we suggest to start with our networking troubleshooting services, which include a detailed analysis of your existing (Wi-Fi) network and equipment, identification of any potential ‘dead zones’, etc. Based on this assessment, we then also compile our suggestions on improvement of overall network performance.

Video Surveillance
I'd like to install security cameras at my business or home. With so many cameras available in the market, can you provide any recommendations?

With the market for security cameras booming over the last years, we are rather closely following the new developments and releases of new IP cameras and systems, so we understand that the huge variety of camera models and features can be overwhelming. In order to provide you the best recommendation possible, we suggest starting with our Security Camera Consultation services: we capture all your unique requirements and the specific layout of the home or business to be covered, and based on that we then compile our detailed recommendations on camera models, installation locations and proposed storage of video footage.

Unfortunately, we do not offer any consultation or installation services for such CCTV (closed circuit television) systems. Our services for security cameras are solely focused on IP based cameras, suited for self-monitoring and typically event-triggered storage of recording footage.

The camera model I'm interested in requires Ethernet connectivity, not Wi-Fi. Do you offer installation services for such cameras?

Yes, we also install IP cameras which require cabled Ethernet connectivity. Please reach out to us either via email or using the contact form, and we will be happy to provide you a specific quote.

I'm interested in a camera which requires wires (Ethernet and/or power) and I would like those wires to be concealed. Do you offer installation services for such cameras?

While our standard installation services do not include any in-wall or on-wall cable concealment, we can provide such concealment at an extra charge. Please reach out to us either via email or using the contact form, and we will be happy to provide you a specific quote.

Do you also offer any monitoring services for security cameras?

Unfortunately, with our focus solely being on IP cameras suited for ‘self monitoring’, we do NOT offer any kind of ongoing monitoring services. Also, please understand that we do not provide any consultation or installation services for any cameras connected to any professionally monitored security systems.

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Smart Home
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Home Theater
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