Home Computer Support
Program Overview
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The purpose of this document is to outline Mid-Atlantic Computer Solutions’ Home Computer Support program. This service is designed to dramatically reduce or eliminate computer problems in your home while maximizing your computer & network speed, performance, reliability and stability, without the expense of trying to figure out how to do it yourself.
Unlike other computer consultants who profit from the failures & misconfigurations on your home network, our purpose is to PREVENT computer problems from escalating into unexpected downtime, data loss, interruptions in availability, and financial loss.
This program is ideal for home owners who:
- Need to have their computer & home network up and running without problems.
- Value the security of their data, and want to do everything possible to prevent loss, corruption, or theft.
- Want to maximize the speed, availability, and performance of their network. (Requires our Rock Solid Wi-Fi)
- Hate dealing with--or thinking about--computer problems and other complexities of operating a computer network.
- Don’t have the time or patience to deal with computer network maintenance.
The Benefits Are Obvious
- You’ll avoid expensive repairs. Our computer monitoring and maintenance will save you money by preventing expensive disasters (liquid spills, drops, and other physical damage are not covered) from ever happening in the first place.
- You’ll experience faster performance, fewer glitches, and practically zero downtime. Some parts of your system will degrade in performance over time, causing them to slow down, hang up, and crash. Our preventative maintenance and network monitoring will detect these problems early and prevent them from escalating into more expensive repairs and downtime.
- You’ll feel as though you have a super-IT-smart family member --without the costs. As a home maintenance customer, you’ll have access to a knowledgeable support staff that can be reached immediately should you have any kind of problem or question.
- You’ll be able to budget for network support just like rent or insurance. Wouldn’t it be nice to avoid unexpected costs for fixing or restoring your network? Now you can.
- You’ll sleep easier knowing the “gremlins at the gate” are being watched. Cyber criminals never sleep! But thanks to our 24/7/365 monitoring and on-going maintenance, you’ll have one less thing to worry about.
- You’ll safeguard your data. The data on the hard disk is always more important than the hardware that houses it. If you rely on your computer systems for daily operations, it’s time to get serious about protecting your critical, irreplaceable electronic information.
- You’ll stop annoying pop-ups and spyware from taking over your computer and your network. Not only are these intruders annoying, but they can introduce viruses and jeopardize the security of your network.
- You’ll gain incredible peace of mind. As a busy manager of your family and personal time, you already have enough to worry about. We’ll make sure everything pertaining to your network security and reliability is handled so you don’t have to worry about it.
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Service Inclusions
End User & Computer Support:
This support service will allow us to assist users on any technical matter. By email or phone, you will get help from a technician who knows your network and will help you with.
- Computer issues
- Printer issues
- Network issues
- Technology purchase advice from technology guru's
- And more
Computer & Network Services:
This 24/7 network monitoring service will allow us to watch every aspect of your network to detect and report problems before they escalate into downtime, data loss, or expensive repair issues. Some of the items we will monitor include:
- Automated Computer OS and Third Party software updates
- Daily scan for Adware/Spyware/Malware and removal
- Weekly automated computer tune ups
- Cloud based computer backup
- Hardware integrity and reliability
- Storage space monitoring
- Anti-virus protection
- Monthly educational email with computer and security tips
Monthly Network Audit:
Every month a technician will conduct an audit and tune up of your network to:
- Check status of backups
- Review hard drive space, memory, CPU utilization
- Review network documentation and make changes as necessary
- Review routers, firewalls, and switches for failure or problems
- Test backup and restore data
Virus Definition and Security Patch Updates
Computer Software Upgrades (labor only)
Two Hours of included Break-Fix Services per contract year:
This plan includes 2 hours of computer support per year. You can bring your devices to us, you can call us, or for a travel fee, we can come to you.
A Preferred Client Discount of 25% on Non-Covered Technical Support after the first two hours of support is exhausted.
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Frequently Asked Questions
Q: If I sign up for this program, what is my commitment?
A: We request that clients sign up for a 12-month commitment to allow us to allocate the appropriate resources to your account. After 12 months, you may cancel this agreement at any time, without penalty, as long as you give us 30-days’ written notice. The offer of included 2 hours of support is based on a 12 month agreement, and if cancelled, the hourly support, if used, will be billed upon cancellation of contract.
Q: Are new hardware and software installation costs covered under this agreement?
A: The costs of the hardware and software are NOT included. However, we will act on your behalf to research, recommend, and purchase new hardware and software at no additional cost.
Q: Will you guarantee that I won’t have any technical problems or downtime?
A: No, we cannot guarantee that you will never have any technical problems or downtime; no one can. However, we will guarantee you will see a significant drop in the number of problems you experience and a dramatic improvement in the speed, performance, and reliability of your system. Plus, we will resolve any computer network problems without billing you additional fees.
Q: Which expensive repairs are not covered?
A: Liquid spills, drops, and other physical damage.
Q: What other services do you offer that can make my technical life easier for me to manage?
A: We offer our Rock-Solid Wi-Fi plan, as well as our Managed Home Network Security & Firewall.
