What happens during a Service?
Only available for a PC running any type of Windows.
We offer two levels of Service, the Standard Service and the Full Service.
Choose the Standard Service option if your computer is running slowly or is somewhat erratic. Or you experience a very slow or impaired internet experience. If you've had your computer for a year or more, it will certainly benefit from a service.
Choose the Full Service if you would like us to review and service your computer in much greater detail. A Full Service will pick up any problems and can often prevent a future disaster from occuring. Well, not all disasters. Not the one where the power is cut whilst you were working on an important document!
Some computers won't benefit from the Full Service option and we'll gladly point this out to you if it applies to your computer.
The Standard Service is £50 and the Full Service is £90 if we can connect to your Windows laptop or PC remotely. We'll test this with you firstly.
If, for some technical reason, we cannot connect to your computer then you might like to discuss other options with us including a visit to your home or office which starts at £65.
Our steps and processes to complete the Standard Service are as follows:
1. Connect to computer remotely. From here on, you'll be able to see what we do as we work on your computer.
2. Review your computer with you, noting any problems that you tell us about.
3. Tell you whether you should select the Standard Service or the Full Service. The cost will be either £50 or £90. Most service work will be at £50.
4. Ask you to pay for the appropriate remote Service at http://www.helpcomputing.net/payments.html. Please quote your name in the reference field as you complete your payment.
5. We'll then continue to work on your computer. We'll stay in touch with you via your computer, but you are otherwise welcome to do other stuff instead. We'll call you if we have any queries.
6. Check Anti Virus (AV). Check AV schedules. Reconfigure AV if necessary. If no AV then offer helpcomputing's AVG CloudCare Anti-Virus.
7. Test for any open ports. Computers communicate with other computers via ports. But hackers and virus writers like to take advantage of any unsecured open ports. We'll review and close any unnecessary ports.
8. Check Windows Firewall is on.
9. Check Windows Update is working. Set to automatically update weekly.
10. Check user logon and privileges.
11. Run full AV scan. A full AV scan may take an hour or more. This will be left with you.
12. Check hard disk for any errors; correct any errors on disk.
13. Defragment drives if necessary; this can take some time and might be left to run.
14. Wrap up. A service summary of what we did will be emailed to you. We'll call you to let you know we've finished.
If you have chosen the Full Service then we would continue at Step 16...
15. For the Standard Service, we'll disconnect from your computer at this point. The AV scan will likely still continue. Our special helpcomputing AVG variant will report back to us with any problems. The AV is set to automatically deal with any problems but you may still call us (at no extra charge) if you have any queries about the result of the scan. The defragmentation process may still be running. This process will continue and then close.
Full Service Continuing...
16. Review errors and warnings in the computer's logs. The logs in a computer give a clear view of a computer's health and can indicate problems to come, but the messages there are often obscure and diffucult to diagnose.
17. Research each error and apply appropriate fixes to resolve each problem.
18. We'll disconnect. The AV scan will continue. The AV is set to automatically deal with any problems but you may still call us (at no extra charge) if you have any queries about the result of the scan. In any case, our special helpcomputing AVG anti-virus variant will report back to us with any problems. The defragmentation process may still be running. This process will continue and then close.
In odd cases, we may discover that your computer has a serious problem that our Service Option cannot fix. We are likely to have discovered this at step 2. This may be impending problems with your computer that cannot be fixed remotely, or perhaps a virus that has already taken hold of your computer that cannot be overcome remotely. Being fair, and because we like being fair, we'll do the following:
* Show you why we think your computer has a problem.
* Tell you what we can do to fix it.
* If we weren't able to complete the Service because of the problem, offer you a full refund. And always be happy to leave it at that. We like being fair.
* Be happy to offer you the Repair Service if the problem cannot be resolved remotely, charging you the difference between the cost of the Repair and the cost of the Security Check.
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This means that once you have passed your credit or debit card details to us, it is only used for the purpose of completing your transaction with us. Once your transaction has completed, your credit or debit card details are not retained.
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