FAQ Frequently Asked Questions - Bookkeepers IT FastFix

How do I pay for the service?

We will give you an estimate of the cost of the service before we commence work. This will be based on how long we expect it will take to complete the work, multiplied by the cost per minute. We will ask for your credit card details when you agree that you would like to go ahead, and when the service is completed we will process your payment via a secure credit card payment system.

What is Remote Access? Remote Access allows our technician to see and interact with your computer via the internet, as if they were in front your computer.

Do you install software on my computer to login to it and work on it?

A temporary program is installed to allow access. This program only allows access to occur on a single basis and is automatically removed when we log off from your computer.

Can I remove the software you put on my computer?

There is no need to do this. The software is automatically removed. Can others access my computer like this? No, the connection is only a once off request between your computer and our technicians.

What software do you use?

We use software packages by a company called LogMeIn. LogMeIn is a global leader in remote management software.

How do I know my computer data remains confidential?

We respect the privacy and confidentiality of your information, however sometimes incidental access and/or copying of your information may be unavoidable. Any information we have access to about you will be used only in accordance with our Privacy Policy, to undertake the services you have requested, to let you know about our products and services and as required by law.

If you can't fix the problem do I still get charged?

We have a ‘No Fix, No Fee’ policy, so if we are unable to fix the problem we will not charge you. Some problems may require work that is outside our scope of services (such as it requires an on-site visit). In this case we will give you advice on how to get the problem solved. If we can only fix part of the problem then we will only charge you for the work that is completed.

What if it takes longer than the quote?

We will give you a verbal estimate of the expected costs before we start work and we will not start work until you confirm agreement to the fees. However, if while doing the service we identify that it may take longer than expected (this is usually because we find that the problem is more complex than it appeared to be) then we will advise you of this and proceed only with your agreement to the additional cost.

Do I have to be in front of the computer while you work or can I leave you to it?

There are some things we will need your help with – for example, entering the pin code that gives us remote access to your computer. Once we have access, usually you can leave us to it and we will phone you when we complete the service.

Can you shut it down when you are finished?

Yes.

Do you Guarantee your work?

Yes. If within 5 days of the service you think the problem has not been fixed (and we agree), we will service it again for you with no charge.

What if something goes wrong after you work on my computer?

Give us a call. We will be happy to check your computer again, and if the new problem is related to the original one then it may be covered under our Service Guarantee. However, computers are complicated and it may be that another problem that comes up with your computer after we have worked on it is unrelated to the work we did. In this case it will not be covered by our Service Guarantee.