Thank-you
for considering our Online Support Service.
We are confident that our service can
provide answers to your questions & solve most, if not
all the problems you experience on your computer.
We understand that before joining HelpDesk-Now,
you may have a few questions. We have tried to put together
a comprehensive, if not exhaustive list of answers to the
common questions that many new members have. Please browse
this page to see if we can answer your question here.
Please use
this link to contact our Live Customer Support anytime
General Questions
What services do you provide?
What programs and applications
do you support?
Online Help Desk Questions
I need help right
now! How can I get it?
What will happen if my question
falls outside the list of supported products?
What if I don't have time to
wait for an Expert's response to my problem, or I want to continue
an unfinished question?
How long does it take to resolve
a question?
Screen Sharing Questions
What is Screen
Sharing and how does it work?
Does your Screen Sharing
work on corporate intranet's?
Is your Screen Sharing
compatible with firewall's?
System Requirements
What are the minimum system requirements
to use your tools What is the optimal Internet connection
speed?
What browsers should I use?
Pricing and Payment
How much does
your support cost?
What credit cards do you accept?
When do I get billed for the service?
I've tried to register and entered my
credit card information, but I keep getting an error. What's going
on?
How can I cancel my
subscription?
Security Questions
Is it safe to
use your services?
What information about me and my system
do you store on your servers? Is it secure? How is this information
used?
What information does your client-side
software collect?
Is it true that an Expert
can see everything on my screen during a Screen Sharing session?
Can your Expert look through
files on my computer without my knowledge?
Miscellaneous
I
forgot my password!
How
do I contact Customer Support?
My subscription to your
service is expiring and I want to renew it. How do I do it?
General Questions
What services
do you provide?
We offer PC users of all skill levels a
high quality subscription-based technical support service over
the Internet. Our service includes:
- Help Desk Online: Our highly professional Experts are
ready to answer your questions and resolve computer problems
24x7
- Online Help: Our proprietary software with Screen Sharing
technology and automatic diagnostics to facilitate remote
repair process
- OnSite Support:
There are times when after working together on a problem,
we find that the issue cannot be resolved remotely & you
cannot fix yourself. At your request, we will transfer the
information that we have gathered about your issue to a
local Certified Engineer who will come to your home or office&
resolve the issue. .
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What programs and applications
do you support?
HelpDesk-Now Experts can resolve almost any question and/or
problems on the following products and applications:
Supported Operating Systems
- Microsoft® Windows® 95 OSR 2
- Microsoft® Windows® 98 Second Edition
- Microsoft® Windows® Millennium Edition (Me)
- Microsoft® Windows® 2000 Professional
- Microsoft® Windows® XP Home Edition
- Microsoft® Windows® XP Professional Edition
In-Depth Support for these Applications
- Microsoft® Internet Explorer (versions 4.0 and higher)
- Netscape Navigator (version 4.08)
- Netscape Communicator (versions 4.08 and higher)
- AOL browser (versions 4.0 and higher)
- Mozilla browser (versions 5.0 and higher)
- Microsoft® Outlook Express (versions 4.0 and higher)
- Microsoft® Outlook® (versions 97 and higher)
- Microsoft® Word (versions 97 and higher)
- Microsoft® Excel (versions 97 and higher)
- Microsoft® PowerPoint® (versions 97 and higher)
- Microsoft® Access (versions 97 and higher)
- Microsoft® FrontPage® (versions 98 and higher)
- Microsoft® Publisher (versions 2000 and higher)
- Microsoft® Visio® (versions 2000 and higher)
We constantly update the list of supported
software as new products appear on the market.
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Questions about Online Desktop PC Support
I need help
right now! How can I get it?
HelpDesk-Now service is available only to registered users.
To register, you can go to our registration
page and complete the form. Then go to our Help Desk,
ask a question and our Experts will help you resolve your
problem immediately.
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What will happen
if my question falls outside the list of supported products?
Our goal is to achieve maximum customer
satisfaction. Even if your question does not fall into a category
of products we support, our Experts will do their best to answer
your question and offer you a recommendation or direct you to
the place where you might find a solution. However, please note
that we cannot guarantee the quality of the answer provided on
products not officially supported.
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What if I don't
have time to wait for an Expert's response to my problem,
or I want to continue an unfinished question?
As a registered HelpDesk-Now user you are assigned an account,
which tracks and stores all questions asked by you. If you
do not have time to wait for an Expert's answer, you can simply
post your question and leave it for our Experts to work on
it. Once the solution to your problem is found you will get
an e-mail notification with the link to the answer. You will
be able to return and continue the dialogue at the time of
your convenience.
All submitted questions that remain open for
30 days will be automatically closed with a prior e-mail notification
to you. However, during the 30 days you can always go back to
an open question and continue a dialogue with an Expert if you
think that your problem was not resolved or additional assistance
is required.
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How long does
it take to resolve a question?
We strive to resolve all questions immediately.
If a problem cannot be solved right away, our Experts will pass
it on to the Test Lab, where the problem will be simulated and
resolved. You will receive the answer within 24 hours.
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Screen Sharing
What is Screen Sharing
and how does it work?
Screen Sharing is one of the modules incorporated into our
Online Help tool. It allows you to let an Expert see your
computer screen remotely over the Internet and share your mouse
and keyboard. This way the Expert can apply a solution to your
problem without going into lengthy explanations on how you could
do it yourself.
Our Experts cannot launch the Screen Sharing until you grant
them an explicit permission to do so. There is no way our
Experts can use Screen Sharing to obtain confidential or sensitive
information stored on your computer or network, deliberately
destroy information on your computer or network, or cause
you to experience system problems. You can always stop a Screen
Sharing session simply by pressing the Ctrl + Break key combination.
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Does your Screen Sharing
work on corporate intranet's?
Yes it does. But you should first contact your corporate system
administrator to find out the necessary settings on your computer
in order for Screen Sharing to work on your network.
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Is your Screen Sharing
compatible with firewall's?
Yes. Our Screen Sharing is firewall friendly, and all you have
to do is correctly enter your firewall/proxy settings in Online
Help and have an Internet connection.
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System Requirements
What are the minimum
system requirements to use your tools and what is the optimal
Internet connection speed?
In order to take the full advantage of our
service your PC should meet the following system requirements:
- Operating System: Windows 95 OSR 2/ Windows 98/Windows 98
SE/ Windows NT 4.0 with Service pack 4 or higher/ Windows 2000/
Windows XP
- Web Browser: Internet Explorer 4.0 and higher
Note: IE versions earlier than 4.0 do not
support our products and service. If you use Netscape Navigator
4.08 or Netscape Communicator 6.0 you might experience problems
accessing our service since our programs require the Internet
Explorer browser installed on your PC with correct settings for
Internet connection.
- On-line mode: You have to be on the Internet to use our remote
diagnostics.
- Modem speed: The minimum required speed for downloads and
a Help Desk chat session is 14.4 kbps, recommended 28.8-33.6
kbps; the optimum speed for ScreenSharing -- 56.6 kbps.
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What browsers
should I use?
Internet Explorer versions 4.0 and newer
are recommended. To reinstall Internet Explorer or to get the
latest version, visit http://www.microsoft.com/windows/ie/default.asp.
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Pricing and Payment
How much does
your support cost?
Home PC users can subscribe to our service with one of the following
payment plans:
- Single Incident $14.95
- 1-month subscription at $24.95
- 3-month subscription at $49.95
- 6-month subscription at $79.95
- Annual subscription at 149.95
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What credit cards
do you accept?
We accept major credit cards, including Visa, Master Card, and
American Express. All your personal and credit card information
is protected with the industry standard Secure Socket Layer
(SSL) encryption. All payments are processed through WorldPay.
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When do I get
billed for the service?
During the registration process you will
be asked to provide us with your name as it appears on your credit
card, your credit card number and expiration date. You will also
be offered to select a subscription period. The payment you make
will cover unlimited number of question during the corresponding
membership period.
Your credit card will be billed within one
business day after your registration. If you are not satisfied
with our service, you may cancel your subscription during the
first 15 days and we will refund to you the full fee.
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I've tried to
register and entered my credit card information, but I keep
getting an error. What's happening?
Our registration is arranged in such a way that we do not
process credit card information, but use GeoTrust Payment
Processing service in order to ensure confidence and security
of our customers' payment information.
If your credit card transaction failed, the
reasons can be the following:
- Incorrect credit card information: Please enter this information
again exactly as it appears on your credit card.
- For some reason the information you submitted did not go through
and could not be verified as valid. Please contact the credit
card issuer or use another credit card.
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How can I cancel
my subscription?
If you are still on a trial period, you
can cancel by logging on to your account, clicking "Profile" and
then the "Cancel Subscription" link. You'll be taken to another
page with a form for you to fill out with the reason for cancellation.
You will receive the full subscription fee back to your credit
card.
If your subscription has passed the trial
period, please send an e-mail to
with the reason for your cancellation. The subscription fee for
the unused period will be credited to your credit card.
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Security
Is it safe to use your
services?
Yes, we put a lot of emphasis on security
and safety of information exchange with our clients. We use the
industry-standard Secure Socket Layer (SSL) encryption to protect
all the sensitive data (especially personal and financial) that
travel between your computer and our servers, which guarantees
that the information will not be intercepted and decoded by an
unauthorized party.
During a Screen Sharing session your Expert will only access
those applications that are needed to restore normal operation
of your computer. You always maintain control over the repair
process and can terminate Screen Sharing sessions at any time.
What information
about me and my system do you store on your servers? Is it
secure? How is this information used?
The only personal information we store on
our servers is your e-mail address and your full name. The information
about your system includes data such as the type of your operating
system, processor type, the amount of free memory, the amount
of free disk space and the like.
We collect only data about the configuration
of your system so that we can locate and troubleshoot your problems
faster and more successfully. We do not have access to any of
your other personal information or data stored on your system.
Every measure has been taken to make sure that the information
we have about you cannot be accessed by any third party.
For further information on this issue please
Contact
us.
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What information
does your client-side software collect?
Our client-side software collects only the
information needed for accurate location and diagnosis of your
problem. In particular, we collect information about:
- Input devices, such as keyboard and mouse
- CD ROM, floppy drives and logical disks
- Motherboard, controller, ports: BIOS, Physical bus, cache
memory, DMA channels, floppy controller, IDE controller, parallel
and serial ports and their configuration
- Physical and system memory, sound devices
- Network adapters and configuration
- Printers and their configuration
Information collected will not contain any
sensitive information such as Web sites visited, e-mail messages,
e-mail addresses, passwords, profiles, etc. Before sending system
information to our Experts, you can view what data the diagnostic
module has gathered.
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Is it true
that an Expert can see everything on my screen during a Screen
Sharing session?
Yes. But before a Screen Sharing session begins, an Expert will
ask for your permission to it and request that you close all
documents containing private information.
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Can your Expert
look through files on my computer without my knowledge?
Absolutely not. During a Screen Sharing session our Expert
sees only what you see and whatever you decide to show on
your screen. The only way for an Expert to work directly on
your computer is for you to explicitly agree to use Screen
Sharing. Also, an Expert will not take any actions without
asking for your permission. The programs that we use during
the repair sessions have been designed in such a way that
it is impossible to access any sensitive and private information
on your PC.
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Miscellaneous
I forgot my password!
Don't worry. Click the "Forgot your Password"
link right underneath the "Logon" button on our home page, or
on the Logon information confirmation page, which you see after
entering either Logon name or Password incorrectly. You will be
asked to provide your Logon name and we will send your Password
to the e-mail address you have provided during registration.
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How do
I contact Customer Support?
For sales, partnerships and employment opportunities, please
send an e-mail to .If you are encountering problems using
our web site or service, or you would like to report PC-related
problems/questions, please
or call us Toll-Free (888-386-8174)
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My subscription
to your service is expiring and I want to renew it. How do
I do it?
You will receive an e-mail notification on your subscription
status from HelpDesk-Now Customer Care Group representative.
To renew subscription log into your account after your previous
subscription has expired and go to the Billing info section.
The system will assist you and lead through the renewal process
step-by-step. In case you have any questions or problems with
the procedure, please contact our Customer Care Group.
For answers to any questions not covered on this page, please send
an E-mail to
We will update this page as needed
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