Frequently Asked Questions

Yes — for the majority of issues, absolutely. Viruses, malware, slow performance, Windows errors, software issues, email problems, and more are all fixable via secure remote connection. We connect to your machine, you watch everything live, and most sessions take under an hour. If your issue requires physical work (failing drive, hardware replacement), we'll tell you upfront and talk through local drop-off or shipping options.

You start with a call or a callback request. After a short free assessment, we schedule a time that works for you, and you pay online or request an invoice to secure your slot. At your appointment, you receive a secure link, click to connect, and give permission. You watch every step live, and when we're done the session ends and our access is removed.

Completely. You watch everything live on your own screen during the session — every folder we open, every tool we run. You're in control the entire time and can end the session with a single click. Sessions use encrypted remote access tools, the software runs only during the session and can be uninstalled immediately after, and we operate under a signed service agreement that protects both parties.

Virus and malware removal, slow performance, Windows errors, software issues, email problems, printer setups, backups, and most security problems. Physical hardware failures need in-shop service, and we'll tell you upfront if that's the case.

Yes — our remote service is available anywhere in the United States. Same technician, same flat-rate pricing, same experience. In-person drop-off is limited to the Baltimore/Parkville area, but remote covers everyone else.

We work by scheduled appointment only — there's no live queue or on-call technician standing by. Call or send a request, and we'll agree on a time that works for you. You'll get a confirmation with the exact date and time, and we connect at that time, every time. We're a focused one-technician shop, so you always deal with the same experienced person.

Both. Software problems like slow performance, viruses, Windows errors and setup issues can usually be fixed remotely on any laptop, anywhere in the US. Hardware problems such as a cracked screen, bad battery, overheating or a laptop that won't power on are repaired at our Parkville, MD shop by appointment. Call for a free assessment and we'll tell you which one you need, with a quote before any work begins.

If the drive is clicking, grinding, or won't spin up, it likely needs physical work rather than a remote fix. Baltimore-area clients can drop it off at our Parkville shop by appointment. If you're outside the area, we'll talk through shipping the drive to us on a case-by-case basis during your consultation. For severe physical damage, we work with a trusted cleanroom lab partner. You get an upfront quote before any lab work begins.

Call or request a callback and tell us what's going on. We'll assess it, give you a quote, and set a drop-off time at our Parkville shop. Before any work begins you approve the price, and we'll let you know when it's ready for pickup. Drop-off is by appointment only, and walk-ins aren't available.

Both. We support Windows and macOS, and we also work with Linux and some mobile devices for data recovery.

Most logical recoveries (deleted files, corrupted drives, won't boot) are priced with an upfront cap. Physical damage (clicking, grinding, water damage) is quoted by our cleanroom lab partner before any work begins. Call or request a callback for a free assessment and quote — no obligation.

If the drive is clicking, grinding, or not spinning, it requires physical repair in a cleanroom. We partner with a certified lab and provide an upfront quote. Success rates are high for physical recoveries, but not guaranteed.

For best results, bring the entire computer. However, we can work with just the drive if you prefer.

Logical recoveries typically take 2–5 business days. Physical recoveries via our lab partner take 7–14 business days. Rush options are available.

Yes. We remove worms, trojans, spyware, adware, and infected files, secure your system, and make sure your personal files are intact. Most infections can be cleaned up remotely while you watch.

Disconnect from the internet if you can, avoid entering passwords or making payments on that device, and give us a call. Don't give remote access to anyone who contacted you first claiming to be tech support.

Not always — slowdowns can be caused by junk files, outdated drivers, or failing hardware. We run a full diagnostic to identify the root cause and recommend the most effective fix.

No. We clean malware without deleting personal files. In severe cases where a full OS reinstall is needed, we back up your data first.

Yes. We have managed security plans for small businesses and remote workers, including endpoint protection, regular scans, and 24/7 monitoring.

Yes. The phone assessment and quote are free, with no obligation. It's a short call where we learn about the problem, tell you honestly whether remote repair will work, and give you a price. Troubleshooting and repairs happen in a paid session.

The phone assessment and quote are free, and you get a price before anything is scheduled. Remote sessions are flat-rate, and shop repairs and data recovery are quoted case by case (flat-rate, plus parts when needed) — always before work begins. To secure your remote session slot, you can pay online or request an invoice.

Never. We provide upfront quotes before any work begins, and you approve the price before we start. No surprise invoices — ever.

Yes. We offer 10% off for seniors (65+), students with valid ID, and registered nonprofits. Contact us for details.

Nope. We offer two ways to work with us: remote support (by scheduled appointment, anywhere in the US) or local drop-off by appointment in Parkville, MD. Whatever works best for you.

Our Parkville shop is at 8106 Harford Road, Suite B, Parkville, MD 21234. We work by appointment only, Monday through Saturday, 9AM–6PM ET, and we're closed Sunday. Remote sessions are scheduled in your time zone.

We offer expedited service for an additional fee. Turnaround times depend on the issue — call us to discuss your deadline.