One of the questions usually asked when someone is considering membership is how do they get help when the need it. I think it’s important to point out that the main goal is to prevent problems before they actually happen. That’s not always possible unfortunately so in the rare case that you do need our help there have been multiple ways put in place to make it easy for you to get to your PC Helper.

Ask For Computer Help Right From Your Desktop

Ask For Computer HelpThe Pulseway agent that is installed when you become a paying member has a “Request Support” option and an “About” button built right into it. This means you can either request help or find other contact information just by clicking on the Support Over Web icon.

When you click on Request Support a window pops up that lists contact information and allows you to type in what type of question or problem you have. You can even select the Priority level. This request shows up in our dashboard letting us know that we need to act. As long as your computer is connected to the Internet we can take care of you just by using the built-in system. This means you don’t have to worry if your problem is that you can’t get your web browser or email program to work.

We can respond back using the built-in chat system. This means your PC Helper can asses what may be going on and hopefully even fix the situation in the background without having to remote access your computer.

Support Request and ChatYour privacy is extremely important. Having the ability to communicate back and forth using the chat system means no one has to view your screen or remotely access your computer. In many cases, if a fix is needed it can be done in the background with the least amount of impact to you. The chat system also gives you an easy way to ask questions be them simple or complicated or even just send us out a hello. At no time during the chat session can your PC Helper see what is on your computer screen or what you are doing. In other words, it is a perfectly safe and unobtrusive way to reach out to your PC Helper.

 

If you would rather communicate in other ways you have the options of using the Computer Support Ticket system on the website, the live chat, call or text. No matter what your level of problem or preference there is a way for you to get hold of us.