Is your remote connection software safe?
Yes, it's completely safe. Because the software installed on your computer calls our technician's computer, there is no way a malicious user can attack your computer while our technician is performing the repair. All transmissions between your computer and our technicians computer are encrypted using 256 SSL encryption just like the banks use.

After your software is installed, will you be able to access my computer anytime?
Definately no! Your privacy is of the utmost important to us. While we are fixing your computer, you'll be able to see everything that we are doing as if we were there right beside you. Once the Technician disconnects from the session, our software is automatically uninstalled and completely removed making it impossible for us to connect back to your computer without you beginning another session and reinstalling our software. At all times you remain in complete control of your mouse and keyboard and have the option of disconnecting a technician immediately if needed.

Will you be able to access my files without my knowledge?
No! You will be able to see everything we see and do on your monitor screen. As mentioned above, once we are finished the software will automatically uninstall itself making it impossible to re-connect unless you re-install the software.

What if you can't resolve my problem? Will I still be charged?
If we are unable to resolve your problem, you will not be charged. That is the beauty of our service. The concept of having your computer fixed remotely is new to home users, although many corporate IT departments have been doing this for years. The fact is that there are only a few types of problems we cannot fix remotely. Remember, we want you to be happy with the results of our service, this is why all services all services are backed by our gaurantee. (See TOS for details)

I have a firewall. Will I have to turn it off?
No. We wouldn't want you to compromise your computer's protection. This is the reason why our software installed on your computer and it calls our computer. This way, you never have to configure and compromise your firewall and its configuration. Some firewall software however will ask you to permit our software to access the Internet (and call us). This is ok, and is just like allowing Internet Explorer to access the Internet.  In some cases your firewall software may be part of the problems.  In these cases, we'll have you temporarily run your computer with your firewall software disabled to see if your actual problem is firewall related. If so we will make the change that is needed, with your permission.

I'm using a dial-up connection. Can you still help me?
Yes. Our software is designed to maximize connectivity with minimal bandwidth. In rare cases, if your connection is too slow or you are using a satellite system we will likely experience too much delay to be able to provide service. If you think your connection is too slow, but there is nothing stopping us from trying to see if the connection is feasable to due the repairs needed. If you would like to chat live with a certified repair technician please visit our main page ATP Informatique.ca