Frequently Asked Questions:
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Top Questions:
Q: I have a simple computer question that shouldn't take more than a few
minutes to answer. Can you help?
Q: Is the Remote HelpDesk program secure?
Q: Will my data be kept private?
Q: What support services do you provide? What products to you support?
Q: Could you please tell me more about how the Remote HelpDesk program
works?
Q: Do you sell hardware and software?
Q: You sell DELL hardware. What is the difference between buying from
DELL or through you?
Q: Where are you located?
Q: Do you support MACs?
Q: What are your zone charges?
Q: What is the difference between home users and business users? Which
one am I?
Q: I have a simple computer question that shouldn't take more than a few
minutes to answer. Can you help?
A: Yes. FREE basic support (calls under 15 minutes) is available to all
of our Ohana Members. Membership plans start as low as $2.99/month and
all include FREE basic support. Please [click here] to learn more.
Q: Is the Remote HelpDesk program secure?
A: Yes. The program utilizes multiple methods to ensure secure, private
communication between the user and support host. Some of these measures
are outlined below.
Security Measures:
Powerful encryption - Sessions between the end user and helpdesk
representative are encrypted end-to-end using up to 256-bit AES
encryption, 256-bit SHA HMAC's integrity check, or 2048-bits Diffie-Hellman
key exchange.
User-confirmed access - For security reasons, prior to any session, the
end user must manually grant permission to the helpdesk representative
to access the remote computer. The end user can evaluate the proposed
actions of the helpdesk representative and deny access if these actions
are inappropriate.
Full End User Control / Priority - The end user can exit the help
session at any time simply by pressing the F11 key. Also, any action
performed by the end user will override the representative.
Security roles - The helpdesk can provide programs with different
permissions to meet special requirements. Some end users may not want
helpdesk staff to perform file transfer whereas others may refuse to
share control of their keyboard and mouse.
Q: Will my data be kept private?
A: Yes. Privacy and security are two of our top priorities. Your private
information will be kept private and secure. We will not view, collect,
or use any personal information without your consent. In fact, we
actively provide consulting services to our business clients
specifically designed to help mitigate security risks and
vulnerabilities.
Q: What support services do you provide? What products to you support?
A: We offer a wide range of support services including HelpDesk, Repair,
Anti-Virus/Anti-Spyware, Business Services, Etc. Please [click here] for
a list of some of the products we support.
Q: Could you please tell me more about how the Remote HelpDesk program
works?
A: The process is very simple.
1. An you contact our helpdesk and download a temporary remote helpdesk
client file.
2. You enter a password and the program unpacks automatically, press
connect and it establishes a secure internet connection between you and
your helpdesk representative.
3. You then grant permission to your helpdesk representative to
temporarily share your computer.
4. Your helpdesk representative can now share your screen, and use
his/her own mouse and keyboard to control your remote computer.
5. When the problem has been fixed, you simply close the client program,
which immediately and automatically erases itself from the hard disk.
Its that simple!
Q: Do you sell hardware and software?
A: Yes. We have relationships with most major manufacturers and because
of our buying power receive significant discounts on hardware and
software products for our customers. We specialize in providing DELL
hardware and Microsoft software solutions for the small to medium
business market.
Whether your business is looking for a scalable enterprise network or a
single office desktop, we can provide you with the BEST solution to fit
your specific needs.
Q: You sell DELL hardware. What is the difference between buying from
DELL or through you?
A: All of the DELL products we sell are brand new and not refurbished,
reconditioned, or damaged. The DELL warranty still applies and is fully
transferable. The shipping lead times are the same, your order will not
arrive any sooner or later if purchased through us or Dell.
There are however, two major differences when buying from us.
1. The price. Because of our buying power we receive favorable pricing
from DELL and we happily pass these savings on to our customers. We will
beat any current price quoted on DELL.com (S&H and tax must be
included).
3. Local support. We fully support all the systems we sell. When you buy
from us you are dealing with local people and not a call center in
Bangalore, India. (Though you may always call Dell for warranty/support
should you desire.)
Q: Where are you located?
A: Because the majority our work is performed either remotely or on-site
we currently do not have a physical location customers may visit.
However, we are anticipating opening an office pickup/dropoff location
in the very near future.
Q: Do you support MACs?
A: Unfortunately we do not support Apple Macintosh computers at this
time. However we expect to in the near future.
Q: What are your zone charges?
A: Zone charges are additional charges for on-site service calls based
on distance. These charges help us to offset some of the costs we incur
(i.e. gas, time, transportation, etc.) for travel between sites.
Q: What is the difference between home/small office users and business
users? Which one am I?
A: Home/small office users may be networked together in a workgroup or
other peer network. They use simple file sharing and are not part of a
domain or server environment. Basically, as long as your computer is not
connected to a server it can be considered a home/small office system.
Business computers on the other hand are connected to servers and may or
may not be part of a domain based environment (Active Directory). These
systems require much more experience, expertise, and resources to
manage, but ultimately are much more secure and reliable.
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