Commonly Asked Questions:
Plain Talk
Q: What is the "HelpDesk" and how does it work?
A: The iTOK HelpDesk is a tiny utility application that facilitates
remote help and maintenance of your computer. Access to the HelpDesk comes by clicking
the icon in your computer’s Task Bar. Questions and requests for service are quickly
and easily submitted to your iTOK Technician.
Q: What is "Screen-sharing" and how does it work?
A: Screen-sharing is the fastest, easiest and most secure
way to get computer help. iTOK ScreenShare is accessed through the iTOK HelpDesk
and is 100% secure and you are always in control. It's like having a technician
right inside your computer.
Q: Why is iTOK ScreenShare better than other methods of tech
support
A: When your computer misbehaves or malfunctions, old fashioned
support is limited to disconnecting your computer and leaving it with strangers
at a repair store; or allowing a stranger into your office/home to fix the problem;
or be placed on a call waiting list in your hardware/software makers phone service
center. Instead, iTOK ScreenShare connects our technician remotely to your computer
right through the internet. Service is convenient, fast and affordable because we
see exactly what you see as we solve your problems.
Q: Is iTOK Screen-share 100% secure?
A: Yes. iTOK ScreenShare uses ‘bank-level security’ that fully
protects each connection at 128 bit encryption standards with a fully documented
recording of every session. We partner with Citrix Systems, Inc., the world’s most
trusted name in on-demand access serving virtually all of the Fortune 500 companies
around the globe, combined with our proprietary systems to provide the most complete
remote technology solution available.
Q: How long does an average help session last?
A: Typical problems are easily resolved within 15 to 45 minutes.
Your session may be shorter or longer depending on the scope and nature of the problem
you are experiencing. In those cases where the computer problems are severe, a follow
up session may be recommended to completely resolve all issues.
Q: How much does it cost?
A: Pricing for our standard services can be reviewed in the
Services section of our website.
We charge fixed rates for our services, no matter how long it takes to solve. We
diagnose your problem and provide an estimate that you approve before we begin charging
for our services.
Q: Is your work guaranteed?
A: Yes. We guarantee our work to your satisfaction. You review
and approve the work we perform at the completion of every session. You also have
five (5) days following your service to notify us if the problem we worked on wasn't
resolved. We'll go to work again using commercially reasonable efforts to fix the
problem at no additional cost to you. For virus and anti-spyware removal, our guarantee
is only valid if your anti-virus and anti-spyware protection is installed and updated
during the repair or before you connect to the internet. Just
contact us, or click "Get Help Now" in your HelpDesk. We'll work hard to
ensure your satisfaction.
Q: What computers, operating systems, applications, browsers
and devices do you support?
A: iTOK specializes in the following:
Computers – All leading computer brands including PC and Mac
Operating Systems – Windows 7, Windows Vista, Windows XP and Mac OS
Email Applications – Outlook, Outlook Express, Gmail, Yahoo, Hotmail and Windows Live Mail
Productivity Applications – MS Office 2000-2011 for PC and Mac
Security Applications – All mainstream virus and malware utilities
Browsers – Internet Explorer, Firefox, Safari and Chrome
Devices – Computers, printers, tablets, digital cameras, smartphones and many other web-enabled
devices