Frequently Asked Questions

1. How does the service work?
2. What does is cost?
3. How long will it take to service my computer?
4. Is it secure and can anyone see my information while we're connected?
5. Is there a guarantee?
6. What service option should I get?
7. Is there any free software that can help me?
8. When do I have to pay for service?
9. Do you charge to diagnose my computer?
10. Can you work on my computer through a dial-up connection?
11. What about the Privacy of my information?
12. Do you offer training?


1. How does the service work?

With remote PC support we can view your computer screen and securely fix most computer problems right through your Internet connection. The first step is to choose a service, either a one time Help Desk service, or a much more inclusive and economical RAMP subscription. Then 'schedule a call' with one of our technicians. You can do this online through our website, or calling (404)-551-3291.

Next, a technician will call you at your appointment time and talk you through logging on to the service through our secure website. The technician will then start servicing your computer. You can remain on the telephone with him/her, asking questions and watching what he/she is doing. Or, you can leave the computer on and go do something else while it's being worked on. If you have chosen a subscription option the technician will install a remote service and access program for you so that future support, management and maintenance can be facilitated. At the end of your service, the technician will review any changes with you and simply log off your computer. It's that simple!

2. What does it cost?

That varies by the service purchased. We have many service options to choose from.

3. How long will it take to service my computer?

The average remote support session lasts approximately 50 minutes. However, depending on the type of problems you're experiencing, a session may be shorter or much longer. We recommend RAMP(SM) because it is a subscription service and the number and length of incidents don't change the amount you pay.

4. Is it secure and can anyone see my information while we're connected?

Your remote session is completely secure. When you log in to our Secure Online Support Center you are initiating a 256-bit AES 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.

And, you have control the entire time. The technician will use your cursor to move around the computer to address problem areas, but at any time you can move your cursor if you'd like control. You can also 'disconnect' the technician if you would like to end your session. Simply closing the Help Desk window will disconnect your technician.

5. Is there a guarantee?

Yes. At We Manage Computers, your satisfaction is very important to us. We want you to receive the value you deserve. If you are not completely satisfied with the service you received from We Manage Computers, we will work with you to ensure your satisfaction. In some cases this will mean a full refund of service fees.

Our key components of quality service are: 

6. What service option should I get?

That will depend on your situation. Contact us for a no cost consultation to determine which plan is best for you.

7. Is there any free software that can help me?

While there are a number of free anti-virus and anti-spyware applications available for download through the Internet we recommend AVG by Grisoft for anti-virus, Spysweeper and Pop-Up Washer by Webroot for anti-spyware. Additionally we recommend ZoneAlarm Free Download1 by ZoneLabs for PC firewall software. Please review the features that are included with a 'free' version of an application when compared to a paid version. You will find the free version doesn't offer the complete protection, automatic updates or broad feature set of the paid versions. You can find links to each of these software products on our pages.

8. When do I have to pay for service?

In advance of service, either through a subscription or through a per incident Help Desk order.

9. Do you charge to diagnose my computer?

Not exactly. We charge for the incident which includes diagnostics with the fix. Under subscription everything is included except for software and hardware. 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, however for businesses that have applications that only function on those we will work with you to maintain them.

10. Can you work on my computer through a dial-up connection?

Yes. However, customers that have a dial-up Internet connection may experience excessively long remote support sessions due to limited connection speed. 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 dial-up connection.

11. What about the Privacy of my information?

Your information is all ways considered private to us. Our technicians are not going to go looking into your files, they are only looking at what is necessary to fix your computer problems. Additionally any time one of our techs is working on your machine you can watch everything they are doing on your screen. You have more control and oversight of what we do on your machine than you do if you drop it off at a repair shop.

If you are truly concerned about the privacy of your data you should encrypt it using Microsoft's built-in file and folder encryption with password protection and use a privacy protection program like Window Washer by Webroot. We can set that up for you as part of our service once you've downloaded the program.

12. Do you offer training?

Yes we do.