Frequently Asked Questions

What is kbsremote?
What is online PC support?
How can kbsremote help me?
What are the benefits of using kbsremote?
How often can I call kbsremote for service?
What are the kbsremote hours of operation?
Is it easy to use?
How long does an average support session last?
Can you get back into my computer after my session is over?
Is it secure?
Are your technicians qualified to work on my computer?
Is the kbsremote service just for problems, or can it help me with installing new software or networks?
I am having problems with a new computer I recently purchased. Will Kbsremote handle warranty problems?
Can kbsremote teach me how to use my computer?
I do not know much about computers. What will I be expected to know to use the Kbsremote service?

What is kbsremote? Kbsremote provides technical support for computer software, hardware/peripheral, and networking issues over the phone and via our secure online remote support console. No more trying to decide which software or hardware vendor to contact for support, or wasting hours spinning your wheels trying to search out answers. Kbsremote technicians access your computer remotely to diagnose and resolve issues.

What is online PC support? Online computer and tech support, also known as "remote support", allows us to remotely view your computer screen and securely fix many typical problems with computers and networks, as well as other supported personal electronics and even mobile devices. This is done through the Internet via remote control, using the latest security capabilities. This type of support works through desktop sharing technology. What this means is that when you log in to our secure online help desk, you can allow a certified technology expert to view and interact with your computer remotely via the Internet - fixing problems and setting up new technology fast. In fact, it's like watching your computer fix itself.

How can Kbsremote help me? Through our easy-to-use, online computer support service, we can:

• Locate and remove many viruses, and install and configure anti-virus software
• Stop pop-ups, remove adware/spyware, and install/configure anti-spyware software
• Set up and configure home networks (including wireless networks) - including network security settings!
• Fix email and software problems
• Fix printer, scanner, digital camera and other peripheral device problems
• Help set up many popular MP3 players, PDAs and other mobile devices
• Tune up your PC to help speed up your computer and increase performance
• Ensure standard maintenance and OS updates/patches are installed
• Install and configure new software and hardware
• Assist in transferring data from one PC to another
• Set up security for wireless networks
• Address error messages, frozen screens and much more

What are the benefits of using Kbsremote? Kbsremote can help you avoid wasteful and frustrating computer downtime. When trouble arises, you will have one place to call and we troubleshoot typical hardware and software products. Technicians can access your computer remotely to diagnose and resolve issues.

How often can I call Kbsremote for service? With our monthly service, you can call us just about as much as you need to. Other services are charged on a per-use basis.

What are the Kbsremote hours of operation? Kbsremote engineers are available from 9 AM to 5 PM Monday to Friday.

Is it easy to use? By allowing a remote technician to access your computer through the Internet we are able to perform work on your computer directly. You can simply sit back and watch.

How long does an average support session last? Online support sessions can last anywhere from a few minutes or much longer, depending on the type of help you need. In some cases, a computer may need a comprehensive tune-up, such as with a severe case of spyware which can take over an hour. In other situations, you may be looking for set up and support for a new MP3 player or digital camera. These sessions may be as short as 30 minutes. For simple problems, like locating a lost file or fixing an email problem, you can get help in 15 minutes.

Can you get back into my computer after my session is over? No, not until you log in again and request service. When you log in to kbsremote’s secure online help desk you are prompted to download a desktop sharing application which enables us to interact with your computer, however, once your service is complete and we log off, we can no longer see or access your computer.

Is it secure? We use a 256-bit encrypted connection between your computer and the technician's computer. In this way, you have set up a unique one-to-one session that prevents others from viewing or accessing the session. In addition, you are in control - only you can initiate a remote support session and you can end a session by simply closing the support window on your desktop, and you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems, but at any time you can over-ride mouse control by simply moving your mouse.

Are your technicians qualified to work on my computer? Our computer technicians are trained to a very high standard and are pre-qualified in various aspect of IT, Networking and Support. All out technicians have a minimum of 3+ years experience in an IT related discipline, so you're in good hands!

Is the Kbsremote service just for problems, or can it help me with installing new software or networks? We are happy to help with installation issues via remote support on single PCs.

I am having problems with a new computer I recently purchased. Will Kbsremote handle warranty problems? It is likely to your benefit to first attempt to use any warranty service offered by your hardware or software manufacturer, as these services are typically offered free of charge for some period of time and you could void your warranty by not following its terms. For after-warranty service or non-warranty issues, Kbsremote can provide a simple, cost-effective, and trusted single-source solution for your computer troubles.

Can Kbsremote teach me how to use my computer? Kbsremote is a computer troubleshooting service for resolving problems with your systems, but we can offer additional services for computer learning.

I do not know much about computers. What will I be expected to know to use the Kbsremote service? Our technicians are trained and available to assist users with all levels of computer knowledge. Just tell us what your problem is in your own words and leave the troubleshooting to us!