General
1. What services do you provide?
2. What programs and applications do you support?
3. Do you provide phone support?
4. Do you provide depot repair services?



Helpdesk
1. What will happen if my question falls outside the list of supported products?
2. What if I don't have time to wait for the support team's response to my problem, or I want to continue an unfinished question?
3. How long does it take to resolve a question?



Screen Sharing
1. What is screen sharing and how does it work?
2. Does your screen sharing work on corporate intranets?
3. Is your screen sharing compatible with firewalls?



System Requirements
1. What are the minimum system requirements to use BCompTecH's tools and what is the optimal Internet connection speed?
2. What browsers should I use?



Pricing and Payment
1. How much does your support cost?
2. What credit cards do you accept?
3. How and when do I get billed for the service?
4. I've tried to register and entered my credit card information, but I keep getting an error. What's going on?
5. Can I use your service on multiple computers?
6. How can I cancel my subscription?



Security
1. Is it safe to use your services?
2. What information about me and my system do you store on your servers? Is it secure? How is this information used?
3. What information does your client-side software collect?
4. Is it true that a support representative can see everything on my screen during a screen sharing session?
5. Can your support technician look through files on my computer without my knowledge?



Miscellaneous
1. What can I do, if I forgot my password?
2. How do I contact Customer Support?
3. My subscription to the BCompTecH service is expiring, and I want to renew it. How do I do it?

                                                                                                                                               

General                                                                                                                 top

1. What services do you provide?
We offer PC users of all skill levels a high quality subscription-based technical support service over the Internet as the primary channel.

Our highly professional support staff is ready to answer your questions and resolve computer problems 24x7.

The troubleshooting is aided by TekLink, our proprietary software with screen-sharing technology and automatic diagnostics.

E-mail is used as another support channel, as well as for notification purposes.

In case you are unable to use the online troubleshooting suite, you can contact us by phone.

2. What programs and applications do you support?
We constantly update the list of supported software as new products appear on the market.

For the complete list, please refer to Supported Products.

3. Do you provide phone support?
Yes. Our IT support service includes online, phone, and email.

4. Do you provide depot repair services?
No. Depot service is not included in our service, since we are a remote support provider.
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Helpdesk

1. What will happen if my question falls outside the list of supported products?
Our goal is to achieve maximum customer satisfaction.

Even if your question does not fall into a category of products we support, our support team will do their best to answer your question and offer you a recommendation or direct you to the place where you might find a solution.

However, please note that we cannot guarantee the quality of the answer provided on products not officially supported.

2. What if I don't have time to wait for the support team's response to my problem, or I want to continue an unfinished question?
As a registered user you are assigned an account, which tracks and stores all questions asked by you.

If you do not have time to wait for the support team's answer, you can simply post your question and leave it for our support team to work on it.

Once the solution to your problem is found, you will get an email notification with the link to the answer.

You will be able to return and continue the dialogue at the time of your convenience.

All submitted questions that experience no activity for 72 hours will be automatically closed with a prior e-mail notification to you.

However, you can always go back to an open question and continue the dialogue with the support team, if you think that your problem was not resolved or additional assistance is required.

3. How long does it take to resolve a question?
We strive to resolve all questions immediately. for online users, If a problem cannot be solved right away, our Tier 1 technicians will pass it on to the Test Lab, where the problem will be simulated and resolved. You will receive the answer within 24 hours. As for on-site users we will connect you to a certified local IT service provider if your problem cannot be solved online.
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Screen Sharing

1. What is screen sharing and how does it work?
Screen sharing is one of the modules incorporated into our TekLink tool. It allows you to let a technician see your computer screen remotely over the Internet and share your mouse and keyboard. This way the technician can solve your problem without going into lengthy explanations on how you could do it yourself.

Our support representatives cannot launch the screen sharing until you grant them an explicit permission to do so. There is no way our technicians can use screen sharing to obtain confidential or sensitive information stored on your computer or network, deliberately destroy information on your computer or network, or cause you to experience system problems. You can always stop a screen sharing session simply by pressing the Ctrl + Break key combination.

2. Does your screen sharing work on corporate intranets?
Yes it does. However, you should first contact your corporate system administrator to find out the necessary settings on your computer in order for screen sharing to work on your network. For more information about corporate solutions, please refer to the TekDesk and our Web sites.

3. Is your screen sharing compatible with firewalls?
Enter your firewall/proxy settings in TekLink and have an Internet connection. In case you are using a personal firewall, we recommend disabling it temporarily during the troubleshooting process.
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System Requirements

1. What are the minimum system requirements to use BCompTecH's tools and what is the optimal Internet connection speed?
In order to take the full advantage of our service your PC should meet the following system requirements:

Operating System: Windows 98 SE, Windows NT 4.0 with Service pack 4 or higher, Windows 2000, Windows XP
Web Browser: Internet Explorer 4.0 and higher
Note: IE versions earlier than 4.0 do not support our products and service. If you use Netscape Navigator 4.08 or Netscape Communicator 6.0 you might experience problems accessing our service since our programs require the Internet Explorer browser installed on your PC with correct settings for Internet connection.

Online mode: You have to be on the Internet to use our remote diagnostics.
Modem speed: The minimum required speed for downloads and a helpdesk chat session is 14.4 Kbps (recommended 28.8-33.6 Kbps); the optimum speed for screen sharing session is 56.6 kbps and higher.

2. What browsers should I use?
Internet Explorer versions 4.0 and newer are recommended. To reinstall Internet Explorer or to get the latest version, visit Microsoft Web site.
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Pricing and Payment

1. How much does your support cost?
Individual and SOHO PC users can subscribe to our service with one of the following payment plans:

Payment in Pounds or US dollars
 

If you are interested in pricing plans for SMEs, please refer to the BCompTecH's site. If you represent an enterprise that is looking for outsourced solutions to support either external customers or internal users, please refer to our Web site.

2. What credit cards do you accept?
We accept major credit cards, including Visa, MasterCard/EuroCard, American Express/Optima, and Discover. We use TekPass, a GeoTrust secure site, and all your personal and credit card information is protected with the industry standard Secure Socket Layer (SSL) encryption. We do not process credit card information, but use PayFlow Pro, VeriSign Payment Processing service, in order to ensure confidence and security of our customers' payment information.

3. How and when do I get billed for the service?
You need to have a valid credit card to sign up for our services. We do not accept any other form of payment (cash, checks, money orders, etc.).

During the registration process, you will be offered to select a subscription plan:

If you choose a pay-per-incident plan, you will be billed each time you ask a new question. However, no charge will apply if you return to work with a previously asked question. The charge will apply to the most recent credit card we have on file for your account. In case you wish to change your credit card, you may do it from the online system.
If you choose a pay-per-month plan, your credit card will be billed for one month during the registration process and then automatically for each additional month in the beginning of the new period, until your cancel your subscription. If you are not fully satisfied with our service, you may cancel your subscription during the initial money back period and we will refund to you the full fee. If you cancel your subscription within the first month, we will charge you for one more month due to the 2-month minimum requirement.
If you choose any term-based subscription plan, the payment will cover an unlimited number of questions during the corresponding membership period. If you are not fully satisfied with our service, you may cancel your subscription during the initial money back period and we will refund to you the full fee.
During the registration or manual renewal, you will be asked to provide us with your name as it appears on your credit card, your credit card number and expiration date. Your credit card will be billed within one business day after your registration or manual renewal. Please refer to the Terms of Use or the pricing plans for more information.

4. I've tried to register and entered my credit card information, but I keep getting an error. What's going on?
Our registration is arranged in such a way that we do not process credit card information, but use PayFlow Pro, VeriSign Payment Processing service, in order to ensure confidence and security of our customers' payment information. If your credit card transaction failed, the reasons can be the following:

Incorrect credit card information: Please enter this information again exactly as it appears on your credit card.
For some reason the information you submitted did not go through and could not be verified as valid. Please contact the credit card issuer or use another credit card.

5. Can I use your service on multiple computers?
Our pricing policy requires a separate license for every computer that needs to be supported. However, you may use another computer to contact our support team, in case the troubled computer cannot go online. Additional support licenses may be purchased at a discount rate.

6. How can I cancel my subscription?
If you are still on a trial period, you can cancel by logging on to your account, clicking Account, Billing Info and then the Cancel Subscription link. You'll be taken to another page with a form for you to fill out with the reason for cancellation. You will receive the full subscription fee back to your credit card.

If your subscription has passed the trial period, you can cancel by logging on to your account, clicking Account, Billing Info and then the customer support link. Please fill in the online form stating the reason for your cancellation. The subscription fee prorated for the unused period will be credited to your credit card.
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Security

1. Is it safe to use your services?
Yes, we put a lot of emphasis on security and safety of information exchange with our clients. BCompTecH uses TekPass, a GeoTrust secure site, and we use the industry-standard Secure Socket Layer (SSL) encryption to protect all the sensitive data (especially personal and financial) that travel between your computer and our servers, which guarantees that the information will not be intercepted and decoded by an unauthorized party.

During a screen sharing session the support technician working on your problem will only access those applications that are needed to restore normal operation of your computer. You always maintain control over the repair process and can terminate screen sharing sessions at any time.

For further information see our Privacy Policy. For the complete list of terms, conditions and please refer to our Terms of Use.

2. What information about me and my system do you store on your servers? Is it secure? How is this information used?
The only personal information we store on our servers is your e-mail address and your full name. The information about your system includes data such as the type of your operating system, processor type, the amount of free memory, the amount of free disk space and the like.

We collect only data about the configuration of your system so that we can locate and troubleshoot your problems faster and more successfully. We do not have access to any of your other personal information or data stored on your system. Every measure has been taken to make sure that the information we have about you cannot be accessed by any third party.

For further information on this issue please see our Privacy Policy.

3. What information does your client-side software collect?
TekLink, our client-side software, collects only the information needed for accurate PC diagnostics. In particular, we collect information about:

Input devices, such as a keyboard and a mouse
CD ROM, floppy drives and logical disks
Motherboard, controller, ports: BIOS, physical bus, cache memory, DMA channels, floppy controller, IDE controller, parallel and serial ports and their configuration
Physical and system memory, sound devices
Network adapters and configuration
Printers and their configuration
Information collected by TekLink will not contain any sensitive information, such as Web sites visited, e-mail messages, e-mail addresses, passwords, profiles, etc. Before sending system information to our support team, you can view what data the diagnostic module has gathered.

For more information about privacy issues, please refer to our Privacy Policy.

4. Is it true that a support representative can see everything on my screen during a screen sharing session?
Yes. Although before a screen sharing session begins, a support representative will ask for your permission to start a screen-sharing session and request that you close all documents containing private information.

5. Can your support technician look through files on my computer without my knowledge?
Absolutely not. During a screen sharing session our technician sees only what you see and whatever you decide to show on your screen. The only way for a support representative to work directly on your computer is for you to explicitly agree to use screen sharing. Also, an support technician will not take any actions without asking for your permission. The programs that we use during the repair sessions have been designed in such a way that it is impossible to access any sensitive and private information on your PC.
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Miscellaneous

1. What can I do, if I forgot my password?
Don't worry - we will help you to retrieve it. Click the Forgot your password? link right underneath the Logon button on our home page, or on the Logon Information confirmation page which you see after entering either logon name or password incorrectly. You will be asked to provide your logon name, and we will send your password to the e-mail as it appears in your profile (as provided during the registration or the last update by user, if any).

2. How do I contact Customer Support?
For all general inquiries (sales, partnerships and employment opportunities), please use the online form or refer to the Contact Us page. Existing or new users willing to report problems related to the usage of our Web site or service, may do so from the BCompTecH helpdesk or using the online form on this Web site.

3. My subscription to the BCompTecH service is expiring, and I want to renew it. How do I do it?
You will receive an e-mail notification on your subscription status from a BCompTecH Customer Care representative. To renew subscription, log into your account after your previous subscription has expired and go to the Billing Info section. The system will assist you and lead through the renewal process step-by-step. In case you have any questions or problems with the procedure, please contact our Customer Care Department.

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