FAQ

Table of contents

Getting Started:

Billing:

Our services and how they work:

 

If you have a question that hasn’t been answered here or you would like clarification on one of our answers, please contact us and we will be happy to answer your questions!

Question:  To sign up for your service, you want to call me.  Why?

Answer:  There are several reasons.  First, we need to find out what software we have so we can tailor our service to you.  Not everybody uses the same software and we want to know what you use so we can do our job quickly and efficiently so you can get back to using your computer.  Also, once you have decided to get our service, we will need to install software on your computer that allows us to log into it without your presence so we can do our work.  One of our best features is that we do our work when we know you won’t be using your computer so we make sure we aren’t interrupting you!  Speaking of doing our work while you are away from your computer, we need to establish a weekly day and time for when we should do our work so that we aren’t interrupting something you are doing.  This often works best if you have us do our work while you are gone to work or are sleeping since some things like virus scans can take hours.

Question:  How will I be billed and how do I pay?

Answer:  That is up to you!  We use Freshbooks for our accounting and depending on your preference, they will either e-mail you a bill or send you one via snail mail.  As for payment methods, they accept a number of options including Visa, Mastercard, Amex, PayPal and even cash!  If you want to make sure you never forget a payment, we encourage you to do auto payment.

Question:  How often will I be billed?

Answer:  Monthly for the regular subscription service.  Other services will depend on the service so feel free to contact us if you have a question about a specific service and its billing.

Question:  What happens if I don’t pay my bill on time?

Answer:  If you aren’t current on your bill by the time we are scheduled to work on your computer, we simply won’t work on your computer and will send you a late payment notice instead.

Question:  How does the referral program work?

Answer:  When you convince somebody to give us a shot, during the initial call we have with them, just make sure they tell us that you sent them to us and if they decide to take advantage of our amazing service, you will receive $5 off of your next bill.  If you refer multiple people, you can save even more money and can even manage to earn yourself months of free service!  There is no limit to how many people you can refer to us and get the $5 discount so refer everybody you know!

Question:  How long will it take you to work on my computer every week?

Answer:  It really depends as every computer is different.  Depending on how fast your computer is and how many files you have on your machine, some of our scans can easily take an hour or more each.  Typically, after the first week of service, we will have a much better idea of how long it will take us to do everything and after that we can optimize our process and have a better idea of how long it will take us.  Times will not always be the same either depending on things such as what if any software needs updated on a given week and what types of problems we may come across in our weekly work on your computer.

Question:  How will I know when you are done with my computer so I can use it again?

Answer:  When we finish our weekly tasks (checking for updates, cleaning up the hard drive, checking for malware, ect), we will contact you by a method of your choice (e-mail, text message or phone call) letting you know we are done.  We will also e-mail you a report about the things we did like what software we updated and if we found and deleted any viruses.  If there are any serious issues we are unable to deal with remotely like kill a particularly nasty virus, details about the problem will be included in the report as well as our recommended steps to solve the problem which may range from a step-by-step of how to fix it yourself or some options of where to take your machine to have experts fix it.

Question:  What if I forget about my weekly appointment and do something that prevents you from doing your work like accidentally turning my computer off?

Answer:  If for any reason we are unable to log in to do our work, we will attempt to contact you (e-mail, phone, text, or whatever your preferred contact method may be) and try to set up a new time within 24 hours.  If we don’t hear back from you, we will skip that weeks work and try again the following week.  There will be no refund for your missed week.

Question:  If I won’t be able to make my computer available at the usual time, what should I do?

Answer:  Contact us ASAP so we can negotiate an alternate day or time to do our job.  We like to try to stick to the scheduled time as best as possible but we understand that life can get in the way so just contact us and we will do our best to work something out with you.

Question:  What if an update you do requires a restart and I have work on my computer I haven’t saved?

Answer:  First, we suggest you save all of your work and close any open programs before we start our weekly work on your computer.  However, if you don’t and something we update requires the computer to be restarted or the software you are working with to be restarted, we will attempt to contact you and ask you what you would like us to do.  If we are unable to contact you, we will proceed as far as we can without restarting and then in the weekly report, inform you to restart the computer or take any additional steps we were unable to do because we didn’t want to risk you losing your work.  The last thing we want is for you to lose something important!

Question:  How do you handle potential false positives on virus and anti-malware scans?

Answer:  If your anti-virus or anti-malware flags something that we believe is legitimate or that deleting it would cause a problem, we will take additional steps to verify the results of the scan software.  If we are still unsure at that point, we will attempt to contact you, explain the situation and ask us how you would like us to proceed.  We don’t want to be the ones that causes something to break or accidentally be deleted off of your computer!

Question:  Will the same person be working on my computer every week?

Answer:  Yes!  We want to make sure you have somebody familiar that you deal with on a regular basis that you can get to know and trust so unless your normal employee is on vacation or something that he doesn’t happen to be around when your normal time is scheduled for, you will always be working with the same person.

Question:  What happens if my Cyberspace Fortress person is not able to work on my computer as scheduled?

Answer:  Depending on the situation, one of our other employees will take care of your machine until your normal person is able do it again so you don’t have to worry about us not making a scheduled time.  However, if something major happens like our power goes out or something and we are unable to do our job, we will contact you ASAP to schedule a new time and if that isn’t possible, we will skip that week and refund part of that month’s subscription fee to you.

Question:  Do you guys work on major holidays like Christmas?

Answer:  While we encourage our employees to spend as much time with their friends and family on holidays as they like, we leave the ultimate decision on if they will work up to them especially since we all work from home (or wherever and internet connection allows us to work) anyway and we have no physical offices that we have to go in to.  We recognize that some of our employees celebrate some holidays and others don’t so when it comes to holidays, we prefer to let our employees choose whether they will take the  day off or just treat it as any other day.  If they do choose to take the day off, they will inform you at least one week prior so that an alternate time can be scheduled for when they will work on your computer so you don’t go without your computer being in top shape for a week.

Question:  How do I know you guys aren’t snooping around in my computer?

Answer:  Feel free at any time to watch us do our job!  We see the same screen you do so you will be able to see everything we are doing as we are doing it.  We promise to never go snooping through your computer and you are welcome to watch us at any time to make sure we live up to that promise!  All we ask is that you don’t try to use the computer (move the mouse, type something, ect) while we are doing our work so it doesn’t screw us up.

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