FAQ - FREQUENTLY ASKED QUESTIONS
1. What is support from the cloud?
Support from the cloud is a computer support service that offers the convenience of remote support for any software, and many hardware-related issues.
2. How do I contact you for service?
3. Why should I use your service?
We offer the convenience, privacy, and speed of being able to resolve your computer issues remotely. We offer competitive rates and have skilled technicians who are trained to help you. This is their job, they aren't part-time. We also don't outsource our technicians to other countries.
4. What do you mean by “remotely”?
"Remotely” means, we support you entirely over the phone and a broadband internet connection, using our secure remote tools. We will never physically come by and we will never request you to drop off your equipment at any location.
5. What types of computer Operating Systems can you provide support?
We can help you with issues with computers running: Microsoft Windows 2000, Windows XP, Windows Vista, Windows 7, Mac OSX 10.4 Tiger , Mac OSX 10.5 Leopard, Mac OSX 10.6 Snow Leopard, Redhat Linux and Ubuntu (all varieties).
6. What computer issues can you remotely resolve?
You can see a list of some of the things we can do by clicking here.
7. How do I know if you can help me with my computer issues?
You can contact us and give us a description of your issue and we will be able to determine whether our service is the best fit for you. If we can't help you, we'll try to find someone in your area who can.
8. What information will you need from me to get started?
We will need to get some information including your name, phone number, email address, and description of your issue. We will also need a valid major credit card number before we can begin to support you.
9. What's the next step after I call you?
After carefully listening to your specific request, we will use our best judgment to determine whether we can help you remotely.
10. What's the next step if I email you?
We will review your request, and call or email you. We will let you know if we can help you and set up a date and time to do so.
11. So you have determined you can help me, now what?
If the technician determines that we can help you, we will start the process by requesting your credit card information.
12. How much does your service cost?
We charge only $37.50 for the first half hour of service, after that just $1.75 per minute!
13. How do I make payment?
We accept PayPal and all major credit cards. Your credit card information will be requested at the beginning of service over the phone. We will process your credit card in a safe and secure manner. We NEVER store your credit card information.
14. Is it safe for me to give out my credit card over the phone?
For years, there have been many services that request payment over the phone (like the Home Shopping Network). Unlike cash or checks, Credit cards are subject to the rules and regulations of the credit card company and most, if not all, have terms for disputing charges. So if you find any incorrect charges on your credit card statement, you can dispute it with us and/or with your credit card company. If an error has been found, it will be corrected.
15. How will you help me with my issue?
In most cases our technician will attempt to assist you by requesting access to view your computer using our secure remote assistance tool. Once connected to your computer the friendly Cloud Technician can begin the troubleshooting process.
16. What if I don't have Internet access or you can't connect?
If we are unable to connect to your computer for whatever reason, we may still be able to help by talking you through the issue on the phone.
17. How does your remote assistance tool work?
You will be directed to our website http://www.supportfromthecloud.com/support where you will click on the icon to download the remote assistance tool. You will then run the application. A little box will appear with a unique ID number, that represents your computer, and a random password. Your Cloud Technician will then ask you for the ID number and password displayed within the remote assistance tool. Once the ID number and password are given to the technician, we will be able to assist you as if we are physically sitting at your computer. You will see an obvious notification that the technician is now connected to your desktop. You will be able to watch the cursor move or interrupt it at any time. You can also stop the connection at any time by closing the remote assistance tool. The Cloud Technician will close the connection once your issue is resolved or at your request.
18. How safe is allowing remote access to my computer?
Our remote assistance tool is safe and secure.
There are many remote assistance tools on the market. We know how important security is to you because it is very important to us, so we purchased one of the most secure tools that works without even being installed on your computer!
It will only allow us to access your computer while it's running and even then, only after you give us the ID number and passcode. The passcode changes every time the technician closes the connection, so no one (including us) will have access to your computer again with our tool.
There are many remote assistance tools on the market. We know how important security is to you because it is very important to us, so we purchased one of the most secure tools that works without even being installed on your computer!
It will only allow us to access your computer while it's running and even then, only after you give us the ID number and passcode. The passcode changes every time the technician closes the connection, so no one (including us) will have access to your computer again with our tool.
19. Where can I find out more about the tool you use?
To find out more about the security of this tool you can click here
A PDF document of the tool can be downloaded here.
A PDF document of the tool can be downloaded here.
20. Who can I contact if I have any concerns, complaints, or feedback?
If you have any concerns, complaints, or feedback please click here. We greatly value your opinions.
You can also fill out a short survey here.
You can also fill out a short survey here.