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Frequently Asked Questions About Computer Consultants
- Do you offer on-site support?
Yes, we do offer onsite technical services. Most upgrades, repairs, maintenance, and some troubleshooting can be performed on-site.
- Do you offer remote support?
Yes, we do offer remote computer support using a variety of software to connect and troubleshoot computer problems on one or more computer at your location. For our small business managed services clients we generally configure continuous remote support availability on all computers so
we may update, fix, and maintain your computers and servers after business hours to reduce the amount of down time you experience.
- Do you offer 24-hour emergency support?
Yes, we do offer 24-hour and emergency support for our contract business clients and all website hosting clients.
- Do you offer affordable and complete backup solutions?
Yes. We have experience working with leading edge backup software and hardware as well as customer backup solutions we have developed specifically for small business owners. Our customer solutions keep costs low while ensuring your data is secure and portable in case of a disaster.....after all, we do live in the hurricane zone of Houston!
- Do you offer remote / off-site backup solutions?
Yes, we work with a 3rd party remote backup services company to provide best in class remote backup solutions. We evaluate your network hardware, internet provider bandwidth capabilities, and data backup requirements to design custom backup schedules for your data. Customization is important as default settings with most backup software leads to network issues and potential down-time as your network or hardware is overloaded by the bandwidth required to successfully transfer your data off-site.
- Can you remove virus and spyware programs from computers?
Absolutely! This is something we do on a regular basis unfortunately. Many of our home customers have spyware infections that take down their computer and at times all computers on their home network. We also have acquired a few business customers after they suffered virus attacks. We always try to remove the virus or spyware, however at times the infection is so bad that we must reset your computer (delete everything on it). In these cases, we copy off all of your data (files, email, favorites, etc.) and scrub it to ensure it is virus free. We then reload your computer, software, printers, and data files.
- How does remote support work?
Our desktop sharing software allows us, with your permission, to remotely view your computer’s working functions through your own computer screen. While we move through your system identifying and correcting problems and conflicts, you are able to monitor our activities, and control our access as you see fit.
For our business clients with maintenance contracts we often perform support after business hours and may use a different set of software for these tasks.
- Is it easy to start a remote session?
Very! Allowing a remote technician to access your computer through the Internet enables us to accurately diagnose the problem, and ensure that it is repaired. You are saved the frustration of explaining complex issues to a stranger over the phone and can sit back and watch as our computer professionals interact with your system and clearly see the problem for themselves.
- Are remote support sessions secure?
Absolutely! When you log in to our Secure Online Support Center you're initiating a temporary 128-bit encrypted connection between your computer and the technician. Only the Technician you have authorized to work on your computer can see or access your system.
You are in complete control during all sessions! Only you can initiate a remote support session and you can end a session by simply closing the support window on your desktop. During your session you will be able to see the technician using your cursor to locate and fix problems, but can over-ride the Technicians control of the cursor using your own mouse or touch-pad at any time.
- How long does the average remote support session last?
Average remote sessions last about an hour – the length of time depends on the state of your computer and the nature of the problem(s). Sometimes virus remote requires an in-depth scan of your computer. Often we can start the scan and follow up later to check on the progress of the scan. In some cases, follow up appointments may be necessary to ensure proper ongoing function of your system, but our technicians will alert you to the possibility prior to performing any operation that will impact your computer’s operation.
- Do I have to sit at my computer during the entire remote session?
No, we only need you to get us started by initiating our remote control software. This usually takes five minutes. Once we start the process you can walk away or watch us work on your computer as if we were in front of it. We do not "black" out your screen so you can see everything we are doing at all times.
- Can you get into my computer after the remote session is over?
For one-time remote support the answer is no, unless you log in start a new remote support session. The desktop sharing application and supporting tools that allow us to view and interact with your computer are temporary files that automatically delete from your system each time you log out of a session. Until you initiate a new session with a Secure Remote Support Technician we can neither see nor access your computer.
For our managed services business clients we configure remote access that gives us the ability to connect to all computers on your network (that you approve of) at any time of the day or night.
- What are the benefits of remote support over on-site support?
By allowing our computer technicians direct access to your computer at its current location, we are able to quickly and thoroughly diagnose the problem and initiate a repair, saving you time and money. Plus, would you rather have your problem fixed now or drop your computer off at a repair center with a 1-week turn-around time?
- Are you going to try and sell me some "fix-it" software that will automatically fix my computer?
If you search the Internet for online computer help you will see countless websites trying to sell you software that will "speed up your pc" or "clean your registry". We have no software to sell you. Many of those software companies are scam artists and are looking to make a quick buck.
We do use software to sometimes fix your computer but its all free and we have no intention of charging you for it.
If you need virus scanning software we will also install a free version without the need of selling you anything else.
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Be very wary of online tech support companies that are throwing in free software that promises to "optimize" and "protect" your computer. Many times they are making a profit on that software or will eventually try to sell it to you when the trial period expires. Our philosophy at Houston IT Team is to provide less software that may slow down your PC not to add more software to make a few extra dollars.
- What types
of hardware do you support?
We support all Windows and Macintosh computer systems as long as they're able to be connected to the internet. We also support Microsoft Windows servers along with business phone systems (depending on brand).
- Are your computer technicians located in the United States?
Yes all our technicians are in the USA and speak English as their first language. Many larger online tech support companies need to cut costs where possible to improve profits which means farming out their helpdesk to countries that will work for cheaper rates. Since we are 100% focused on tech support and are a private company we will never send our calls overseas to reduce costs.
- Do you offer subscriptions for tech support services?
For business users we do have managed services contracts available providing a specific number of hours technical support each month for a specific fee. Contact us for monthly technical support details.
For home users, No, not at this time. All our services are one time fees which means if you call us back with another technical problem that we fix then there will be another charge.
- What types of payments do you accept?
We accept payment via PayPal, Visa, Mastercard, and for our monthly maintenance support clients mail-in checks.
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Quality Computer Support for Your Houston Business
If you want an IT service provider that is committed to your company’s best interest, contact Houston IT Team. Our IT consultants offer decades of experience to small and mid-sized businesses in Houston, Spring, The Woodlands, Conroe, Humble, Kingwood, Jersey Village, Tomball, Magnolia, Katy, and Surrounding Areas. by providing complete network support, computer care and consulting services, Houston IT Team ensures technology solutions that improve business processes and increase employee productivity.
With Houston IT Team as your partner, your business will:
- Get back to growing your business
- Maximize your ROI – working computers = money
- Enjoy peace of mind – help in minutes!
- Improve your quality of life – fewer worries
Houston IT Team is the first step to worry free technology. We provide a full range of IT services – managed IT, web design & hosting, application development, help desk services, and data loss prevention – leave your technology troubles behind!
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