Frequently Asked Questions

1.  What is interactive support service?

2. How long does an average support session last?

3. How much does it cost?

4. Can you get back into my computer after my session is over?

5. Is it secure?

6. How can evolve help me?

7. Why is remote computer support better than more traditional support options?

8. Is it easy to use?

9. Do you charge to diagnose my computer?

10. Is your work guaranteed?

11. Are your technicians qualified to work on my computer?

12. Do you support Apple Macintosh?

13. Can you support older computers?

14. Can you provide remote support through a dial-up connection?

What is interactive support service?
Interactive support service , also known as 'online support', allows us to remotely view your computer screen and securely fix most computer and network problems right through the Internet via remote control. In fact, it's like watching your computer fix itself! This type of computer support works through 'desktop sharing' technology. What this means is that when you 'log in to our secure online support center', you can allow a technical support representative to 'view' and 'interact' with your computer remotely via the Web - fixing problems fast.  back

How long does an average support session last?
The average remote support session lasts anywhere from 45-65 minutes. However, depending on the type of problems you're experiencing, a session may be shorter or much longer. In some cases where the computer problems are severe (hardware failure, extensive viruses), we may recommend a follow up remote session or scheduling an in-home or in-office visit by a certified technician.  back

How much does it cost?  
Much less than traditional computer support options! By viewing and interacting with your computer directly through the Internet, we can complete the work in much less time, saving you money.
At evolve we charge $60 for up to one hour of remote support, or a discounted $150 for three hours of remote support. We encourage you to purchase three hours to take advantage of our discounted rates when you schedule support, or consider an annual subscription plan.  back

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 evolve’s secure online support center you are prompted to download a temporary desktop sharing application and supporting tools that allow us to view and interact with your computer. Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your PC. We can no longer see or access your computer. The one exception is if you enroll in a proactive service agreement. In this situation monthly optimizations are performed in early mornings or late-night which requires an alternate remote utility.   back

Is it secure?
Yes. When you log in to our Secure Online Support Center your are initiating 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 no one else can view or access during the session. That ensures your security and privacy. back

In addition, you are in control the whole time. Only you can initiate a remote support session and you can end a session by simply closing the support window on your desktop. You remain a in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems. At any time you can over-ride mouse control by simply moving your mouse. back

How can evolve help me?
Through our remote computer support service, we can:

•  locate and remove viruses and install and configure anti-virus software

• stop pop-ups, remove adware/spyware and install/configure anti-spyware software

• install home and small office networks (including wireless networks) - ensuring security!

• fix email and software problems

• fix printer, scanner, digital camera and other peripheral problems

• help with MP3 players (iPod), PDAs and other mobile devices

• speed up your computer and increase performance; PC tune-ups

• perform standard maintenance, Windows updates/patches

• install, configure and train on new software and hardware

• assist in data back-up processes, transferring data from one PC to another

• set up secure wireless networks

• provide training, or take you shopping online

• fix error messages or frozen screens and much more! back

 Why is online support better than more traditional support options?
Traditional computer support options typically are conducted over a telephone with extended hold time with a PC or software vendor, alternatively you take your computer to a local repair shop and wait for days for your PC to be repaired (costly) or to wait for a technician to visit your home (also, very costly). Online computer support allows us to interact directly with your computer so you don't have to perform often complicated telephone instructions on how to fix your computer yourself. In this way our technicians can identify and resolve problems faster, which costs you less. So, remote computer support is less expensive, easier to use and much more convenient than traditional computer support or repair services. back

Is it easy to use?
Very! By allowing a remote technician to access your computer through the Internet they are able to fix your computer directly. You can simply sit back and watch. Or, you can work on something else while the technician is fixing your computer. Remote computer support is simple, convenient and, best of all, it's 'hands-free'. Simply provide us with the symptoms, let go of the mouse and let us fix your PC! back

Do you charge to diagnose my computer?
Yes. However, the better you can describe your problems the less time it will take to diagnose your computer and begin fixing problems. In some cases your problems may be difficult to diagnose or can not be located. At evolve, we will do everything we can to identify and resolve your computer problems, or at the very least, provide suggestions and next steps on resolving any issues. For computers that are over 4 years old, or running Windows 95 or older, we suggest you consider purchasing a new computer before spending a lot of money attempting to repair an older computer. back

Is your work guaranteed?
Our computer services are guaranteed for five (5) days. If there is a problem with any service we provide, customers must notify us within five days and we will work to remedy any issues quickly and professionally. At evolve, our customer's satisfaction is very important to us. If a customer is not completely satisfied with the service they received from evolve, we will work with them to ensure their satisfaction. back

Our key components of quality service are:

Evolve technology & service solutions, LLC is dedicated to providing you with the best possible computer support service. If you are not completely satisfied with your service, please email us at support@evolve-usa.com and we will work with you to ensure your satisfaction. back

Are your technicians qualified to work on my computer?
Evolve technology & service solutions, LLC technicians are a compilation of Microsoft Certified Professionals (MCP),  with additional certifications including A+, MCSA and MCSE. Every technician is pre-qualified, has 3+ years experience in a help desk environment and completes an extensive six week internship prior to becoming a remote service representative.  back

Do you support Apple Macintosh?
Yes. We support Apple Macintosh through our on-site visits or telephone support. Remote computer support for the Apple is also available at this time. back

Can you support older computers?
The oldest computers we typically service are PCs that have a Windows 98 operating system. That would make a computer about 5+ years old. If your PC is older than 5 years or has Windows 95/98/ME/2000 it is more difficult to correct problems and prevent new problems from happening. We suggest considering purchasing a new computer if your system is over 5 yrs. old. back

Can you provide remote support through a dial-up connection?
Yes. However, in some cases, customers that have a dial-up, mobile wireless or satellite Internet connection may experience longer online support sessions due to limited connection speeds. In addition, older PCs (over 4 yrs) running Windows 98 or Windows ME are less stable and can be more difficult to support through a slower connection. We recommend you talk with a customer support representative when scheduling an appointment. You may also consider an on-site appointment when requesting service. Please call 303-745-8238  for more information. back