Frequently Asked Questions

What is remote computer support?
How long does an average support session last?
Can you get back into my computer after my session is over?
Is it secure?
Why is remote computer support better than more traditional support options?
Can you fix everything using remote support?
How can TotalTechWorld help me?
Is it easy to use?
How much does it cost?
Do you charge to diagnose my computer?
Is there a callout fee to pay?
Do you charge for travelling time?
Is your work guaranteed?
Can you send a technician to my home/office for support?
Do you repair Laptops?
Do you support Apple Macintosh?
Can you support older computers?
Can you provide remote support through a dial-up connection?

What is remote computer support?
Remote computer support, 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 and securely. This is the easiest, quickest and most affordable type of computer support available today.

How long does an average support session last?
The average remote support session lasts anywhere from 30-65 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 (read: lots of spyware!), we may recommend a follow up remote session or scheduling an in-home or in-office visit by a certified technician.

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 TotalTechWorld 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.

Is it secure?
Yes. When you log in to our Secure Online Support Center you are initiating a 128-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.

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. Further still, you are always 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.

Why is remote computer support better than more traditional support options?
Traditional computer support options have been to wait on hold with a PC or software vendor, 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). Remote 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.

Many of us don't have time to figure out what's wrong with a PC or network, and would rather have an experienced technician look at their PC. Also, with TotalTechWorld, there's no waiting on hold or the need to call multiple vendors for support. Our remote computer support is less expensive, easier to use and much more convenient than traditional computer support or repair services.

Can you fix everything using remote support?
No - not always. Some jobs require taking your PC back to the TotalTechWorld workshop as the on-site labour charges would be excessive, TotalTechWorld provides fixed "workshop-job-rates" - so you always know where you stand. We will collect your PC and issue a receipt, on job completion your PC will be returned to your home, reconnected and booted in your presence.

How can TotalTechWorld help me?
Through our 'hands-free', 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!

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 log in, let go of the mouse and let us fix your PC!

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. There's no need to schedule an in-home visit or having to take your computer into a local repair shop so thereby saving you a lot of money.

We constantly review our charging structure to ensure that it remains as competitive as possible and always represents excellent value for money. Please contact us and one of our friendly staff will be happy to advise you.

At TotalTechWorld.com we have many packages to suite your technical needs. You can choose from one of our options or combine two packages for a discounted rate.

Do you charge to diagnose my computer?
No. If we discover any problem we are unable to fix our No-Fix-No-Fee * policy means that there will be nothing to pay at all.

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 TotalTechWorld, 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.

Is there a callout fee to pay?
We charge a small callout fee - this is intended only to cover the engineer's petrol costs.

Do you charge for travelling time?
No. We do not charge for travelling time - only the time spent by the engineer working on your computer is chargeable.

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 TotalTechWorld, our customer's satisfaction is very important to us. If a customer is not completely satisfied with the service they received from TotalTechWorld, we will work with them to ensure their satisfaction.

Our key components of quality service are:

A carefully screened and certified remote service engineers.
A set of services crafted to meet all the needs of your home, mobile and small office computer environment.
A sincere desire to make all our customers happy.
And, our satisfaction guarantee...

TotalTechWorld is dedicated to providing you with the best possible computer support service. If you are not completely satisfied with your service, please email our Customer Service Dept and we will work with you to ensure your satisfaction.

Can you send a technician to my home/office for support?
Yes. We can send a certified technician to your home or office depending where you are located.

Do you repair Laptops?
We carry out software related repairs to laptops, however, we do not repair laptop hardware failures. For laptop hardware failures, we recommend you to contact the manufacturer of your machine.

Do you support Apple Macintosh?
Unfortunately we do not currently provide support or service on Mac's.

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.

Can you provide remote support through a dial-up connection?
Unfortunately we do not provide support for users on dial-up connections due to the long connection times and dropped connections. We can try, but don't promise anything!