Solo Support FAQs

What will I get

You will get support from us. That may be help with a particular issues on your computer or internet or it may just be answers to questions or advice.

We do not limit the support we offer other than asking you to start it via email or chat.

We may then resolve things via chat and email, do a remote session to your computer or setup a one-to-one chat with you on the phone or on the computer (we use Zoom/Teams)

We also watch the performance and availability of your internet and computer - we send you a report on this each month in case you are interested, but we can also look at the historical performance measures when you have a problem and see what might have changed and now be causing the issue.

Finally, we publish tips, tricks and training to try to help remove some of the witchcraft and mystery from IT, computers and the internet. These are optional!

What Happens Next - After I Place My Order

You will get a welcome email that explains the next steps in detail, but essentially we will setup a remote session to take a look at your computer and make sure that we understand the setup.

We will put some software on that helps us monitor the performance of your computer and network - don't worry we cannot use it to snoop, sniff or spy on you.

Once that is done you can raise issues and questions with us via email or chat.

If we need to remotely access your computer to help with a problem or show you how to do something you will need to approve that from your computer screen - without that we cannot access your computer at any time.

If we need to 'meet' we will send you a link to click where you can select a time that suits you. We will then jump on an online meeting or just talk on the phone.

What extras can I purchase

You can get live phone calls with us for an extra charge.

Any other services that you can see on our MSP product page are available to you too - we can recommend things that might be useful as issues come up but generally speaking most issues relate to the internet, your computer, backups, lost passwords, security and of course email issues! We can help with all of that but first let's see how stable your current setup is - there may be no need to change anything

Are there any hidden charges

That’s your call! If you fully participate in the workshop, you should walk away with a clearer sense of purpose, a list of specific goals that matter most to you, a plan for pursuing those goals long-term, a support system of fellow members, and a certificate to celebrate your work. If you’re excited about your progress and want to take the next step toward improving your life, you can also sign up for one-on-one life coaching after the workshop is completed.

Can I cancel

Yes - the long and the short of it is that you can cancel at any time. We do not want you to stay with us unless you feel you are getting great value.

Full disclosure, this solo support plan is not a huge money maker for us - we want to support smaller businesses for two main reasons:

1. You deserve better support and that can be hard to find for a small business - it makes us feel good to be helping make small businesses' tech run smoothly and feel like an asset rather than a burden.

2. Medium sized business usually start as small businesses - we are hopeful that you see value in what we do and as you grow, so will we.

Is this secure

This is a great question - please ask it every time you do something different or new online 👍

Firstly, we will only remote into your computer when you are there and watching us - we cannot do it without you providing us access by clicking a conform button on your screen each time. We would love it if you made it difficult for us to get in by asking questions. If in doubt, don't believe us and don't let us in!

The other software we use to measure the performance of your computer and networks cannot snoop, sniff or spy on you so your privacy is assured.

Finally, when we check the initial setup of your computer we will take a look at the security settings and suggest any configuration changes that might firm things up there. Often enabling the free stuff that comes from Microsoft or Apple is a great first step at hardening your environment and keeping you a little safer.

After that is done we will suggest any add-ons as circumstances change or things bubble up.