Support FAQ
Find quick answers to common questions about our remote support and in-home services.
Which support option should I choose?
Quick Remote Help is intended for one straightforward Windows issue that is likely to take no more than 15 minutes. Standard Remote Support is better for more involved software, email, printer, update, or performance problems. Choose In-Home Tech Help when physical setup, connectivity, or hands-on assistance is needed. Small businesses should select one of the Small Business support options.
What happens if Quick Remote Help takes longer than 15 minutes?
If the same issue requires Standard Remote Support, your $30 Quick Help payment will be applied toward the $60 service. With your approval, you would pay only the remaining $30. Additional work is never started automatically.
How does a remote support session work?
At the appointment time, you’ll open the Remote Support page on our website and follow the instructions to join using Zoho Assist. You’ll download a small connection file and enter the one-time session information. You can watch everything being done and end the session at any time.
Can you reconnect to my computer after the session ends?
No. Our attended support sessions use a unique session code that expires when the session ends. Another connection requires a new session and your approval. Unattended access is not installed unless it is separately discussed and you expressly authorize it.
Is my information protected during remote support?
Zoho Assist uses SSL and 256-bit AES encryption to protect remote sessions. We access only the areas needed to address your issue. Files are not copied or transferred without your knowledge and approval, and you may stop the session at any time.
What if my issue cannot be fixed?
Your booking payment reserves your appointment and covers the time, diagnosis, and troubleshooting provided—not a guaranteed outcome. Some problems may require hardware, another provider, or work outside our scope. If we cannot resolve the issue, we’ll explain our findings and recommend the next step. Once service begins, the original booking payment remains due. No additional time or charges are added without your approval.
What devices and problems do you support?
Our primary remote service focuses on Windows computers, including software, email, Microsoft 365, printers, Windows updates, performance, and basic connectivity. We also provide selected assistance with Wi-Fi, smart-home devices, iPhones, and iPads. Because of Apple’s restrictions, iPhone and iPad support may be limited to screen viewing and guided instructions rather than full remote control.
Where is in-home service available, and must I be present?
In-home appointments are available within a select local service area, and availability will be confirmed before booking. An adult age 18 or older must remain present throughout the appointment. Garcia Tech Rescue is a remote and mobile service and does not operate a public walk-in storefront.
Are hardware, replacement parts, and paid software included?
No. Hardware, replacement parts, paid applications, software licenses, and third-party subscriptions are separate from the service price. Any additional purchase or installation will be discussed with you first and completed only with your approval.
How do payments and additional time work?
After your appointment is approved, you'll receive instructions to complete payment before the session. The listed price covers the selected service window. Residential additional time is $30 per 30 minutes remotely or $45 per 30 minutes in-home. Small-business additional time is $45 per 30 minutes remotely or $60 per 30 minutes on-site. Additional time is provided only with your approval.
Do you provide support for small businesses?
Yes. We offer on-demand remote and on-site technology assistance for sole proprietors and small offices without requiring a monthly IT contract. Support can include Windows computers, business email, Microsoft 365, printers, software, and basic connectivity. Multi-device work, larger projects, and requests outside the listed services are reviewed and quoted before work begins.
Remote Support Safety
- • Zoho Assist uses SSL and 256-bit AES encryption to protect remote sessions.
• Each attended support session uses a unique session code that expires when the session ends.
• You must approve the connection, and you may stop screen sharing or end the session at any time.
• We only access the areas needed to provide the support you requested.
In-Home Service Prep
- • Clear the workspace and keep pets safely in a separate room.
• Have the device, charger, cables, and related accessories ready.
• Be prepared to unlock devices and enter passwords yourself. You never need to share your passwords with us.
• Back up important files when possible and prepare a list of the issues or questions you want addressed.
Still have questions? We're here to help you navigate any tech challenge with patience.