84 Gardner St. Suite 27  Allston, MA 02134  Phone: (617) 877-5007   The following are frequent asked questions and answers. 1: Where is this service available? 2: What are the benefits of remote support? 3: How long does it takes to setup? 4: Does it work with a dial-up connection? 5: Can it work with all computer operating systems? 6: How secure is the setup? 7: Will my network be susceptible to hackers and other outside threats? 8: Does remote support affect my ability to use the computer? 9: What if my computer does not start at all? 10: What if I lost my Internet connection? 1: Where is this service available? [Top]   We prefer that our clients be in the greater Boston, Massachusetts area. The main reason is to provide quick response to our clients so in the event onsite support is required we want to ensure that a technician can reach your location quickly. 2: What are the benefits of remote support? [Top]   Lower total support cost. Faster response and resolution. Possibility of remote access for your employees. Off hour maintenance and support. Improved network security. 3: How long does it takes to setup? [Top]   Once you decide to become a Remote Support Service subscriber, we will schedule with you a time to come to your location and perform the setup in 1 to 2 weeks. Once we arrive at your location, the Firewall requires approximately 1 hour and each workstation takes 15 minutes to setup and configure. 4: Does it work with a dial-up connection? [Top]   Dial-up connections is too slow and inefficient for remote support. As such Broadband (DSL or Cable) or a leased line are highly recommended. In many some areas DSL is not much more expensive that a standard Dialup account. 5: Can it work with all computer operating systems? [Top]   The remote control software TPCS uses works on all versions of Windows, Mac OS, Unix and Linux. 6: How secure is the setup? [Top]   The connection to your workstation is secure and encrypted. Also, a password is required to take control of the computer. 7: Will my network be susceptible to hackers and other threats? [Top]   The Firewall provide as part of the Remote Support Service is not only use to allow a secure connection for Remote Support, but also provide the maximum protection for your network against Hacker attack from the Internet. In addition, TPCS also provides other services that can protect your company from spam and virus threats. 8: Does remote support affect my ability to use the computer? [Top]   The remote software does not affect the use of the computer. It will runs in the background and uses very little computer resources. It can be configure to run on demand. 9: What if my computer does not start at all or can't be fix remotely? [Top]   In the case where a computer does not start at all or can't be fixed remotely, a TPCS technician will have to diagnose and fix the issue onsite. 10: What if I lost my Internet connection? [Top]   First we have to determine if the issue is with the Internet Service Provider (ISP) or the firewall. If there is a problem with the ISP, we will contact them to address the issue. If it is a firewall problem which is rare, a reboot in many cases will correct the issue.