FAQ - Remote Administration and Support / Maintenance Plans

Who is Pyramid Technologies?

Pyramid Technologies is a family-owned IT company that is passionate about providing both on-site and remote computer and network solutions to small to medium-sized businesses and individuals. We understand your need for solutions that are both efficient and effective in time and cost in an often time-critical world.

What Operating System/Internet Connection do I need?

System Requirements: You must have a working cable or DSL high speed Internet connection, and your operating system is Windows Vista, XP (all including 64-bit); Windows 98, ME, NT, & 2000.

What is Remote Administration, Remote Support, and Maintenance Plans?

Remote Support is where (via remote access over the Internet) we diagnose and repair your software-related issues such as viruses, trojan horses, spyware, and other miscellaneous issues. This is usually handled on a case-by-case basis where you pay each time. This type of service is recommended for individual home users.

Remote Administration is where (via remote access over the Internet) we handle all of the duties of a Network Administrator for your network. This includes, but is not limited to, unlocking user accounts on your Domain Controller, adding PCs and other devices to your network, etc. If you are interested in purchasing Remote Administration from us, please call us for a quote today. Please note that when you purchase Remote Administration  from us, this automatically includes a Maintenance Plan as well. This type of service is recommended for small to medium businesses. For more details, please look for further information at the bottom of this page.

Maintenance Plan is where we come out on-site and/or use remote access to service your PC(s) and/or network every month to keep them running smoothly. This is the more efficient and cost-effective option for many of our customers in regards to both time and money. Unlike the Remote Support option which the case-by-case basis, the Maintenance Plan is a yearly renewable contract. Using this plan, we setup secure remote access to your PCs and/or network so that we may work on them during your business's off-hours for maintenance. Of course if you do have an issue during business hours, we are here for you to call for support at no additional cost*. This type of service is recommended for individual home users as well as small to medium sized businesses. For more details, please look for further information at the bottom of this page.

Remote Support / Remote Access

Is all of this remote access stuff safe?

Yes, the user must initiate the session and has the ability to end the secure session at any time with a simple click. Once you contact us with your computer problem you will initiate the session and our technician will only perform those functions necessary to correct your problem. Once the problem has been corrected the session will close and be permanently gone from your system.

Once we establish a Internet-based connection between our system and yours, you can watch us work on your PC  and solve your PC troubles just as if we were sitting right in your chair - and all of it right before your eyes. Don't worry though, because at any time YOU will be able to resume control of your PC at any time during the remote support session by simply moving the mouse. When we're finished and the connection is severed, our software server will permanently remove itself from your PC until the next time you run the install for another remote support session for further service. Until then, we won't be able to connect to your PC.

This entire remote support process and our customized software keeps YOU in 100% complete control at all times during and after the remote support session.

What types of problems can you fix?

Pop ups, spyware, adware, slow computers, hardware errors, e-mail setup, and a variety of other problems.

What kind of access will you have?

Once you establish the connection with the technician they will have the same access as if they were sitting in front of your computer. At the same time you will be able to watch everything that is taking place while they are servicing your computer.

Can you get back into my computer after my session ends?

This is a question with two answers.

If you are purchasing Remote Support from us on a case-by-case basis, the answer is: No, we can't get into your system again until you arrange remote support service with us again. Simply download our secure desktop sharing application that will temporarily allow us to view and interact with your computer, (Download it HERE) and then once your service is complete, the temporary application is automatically deleted from your PC, with only the installer that you downloaded being left behind for you to use with us once again should the need arise. After we disconnect from your PC, we can no longer see or access your computer.

If you are purchasing Remote Administration or our Maintenance Contact

How long will the support session take?

That depends. A simple configuration or 'How to' question may only take a few minutes. If we are removing viruses, adware, spyware, and optimizing your PC, the session is typically around an 1-2 hours, but depending on the severity of the infestation, the session could take longer. We genuinely care about doing the best possible job and make sure your computer is in the best conditions possible. We want our service to be a great experience for you and hope you will return to Pyramid Technologies with any further computer problems and/or questions.

Is it easy to use?

Yes, If you are using our Remote SUpport service option on a case-by-case basis, then you just need to allow our technician to login to your computer through the Internet to be able to fix your computer issues directly. You can simply sit back and watch, or you can work on something else (not on the computer the technician is working on) while the technician is fixing your computer. Online computer support is simple. convenient and, best of all, its 'hands-free'. If you have our Remote Administration or Maintenance Plan, then we will have pre-configured your PC/network to allow us access as needed. Simply just give us a call.

Do you charge to diagnose my computer?

Pyramid Technologies will not do any work without your consent. If our technician(s) find anything else wrong with your system besides what you mentioned, you will be notified with an estimate. If you agree work will be done and you can pay the balance when the work has been completed. If you disagree you will be charged a $25.00 diagnostic fee in that case. If you have a contract with us for Remote Administration or a Maintenance Plan, and the work is within contract, then there will not be any additional charges for labor. Any cost for parts will still apply however.

Is your work guaranteed?

At Pyramid Technologies we guarantee your satisfaction and ensure that we render best quality, cost effective services to you.

Are your technicians qualified to work on my computer?

Our experts have years of experience working on different platforms and have handled all sorts of hardware and software issues including virus attacks.

Do you support Apple Macintosh and Linux PC's?

YES!! We DO support them - unlike many of our competitors who do not. We can even take your older PC that you aren't using anymore and turn it into a useable system once again by installing Linux on it. We will then train you on the basics of how to use your new system.

Can you support older computers?

We support computers running the following operating systems: Windows Vista, XP (all including 64-bit); Windows 98, ME, NT, & 2000.

Can you provide online support through a dial-up connection?

No, customers that have a dial-up Internet connection may experience longer online support sessions due to the limited connection speed. This is not cost-effective or fair to you as the customer. This would require an on-site visit from one of our qualified technicians.

What if I don't like your service?

In our history we have not seen any cases where people have demanded for a refund. However if you are not satisfied with our services, please let the technician know immediately, so that we can correct the problem! If needed we will correct the problem or give you a refund.

Will the remote assistance work if my PC is behind a firewall?

Yes. Most firewalls are configured to allow outgoing connections from the computers behind them. If you use a software firewall, you might get a warning message with the option to allow the remote assistance service to call out, or you might have to manually configure the firewall software. In the case of a customer who has a Remote Administration or Maintenance Plan contract with Pyramid Technologies, we will configure your firewall to allow us access into your system.

Can anyone else connect to and remotely control my computer?

This question has two answers to it.

In the case-by-case Remote Support example, when you open the small program that you download from our website HERE, that program is inviting that particular technician's computer to connect to yours. Only a computer that you invited can connect in that case. Once the support session is complete the program will automatically be removed from your computer and only the installer will remain behind. We will not be able to reconnect to your computer unless you request further service from us.

If you have a Remote Administration or Maintenance Plan contract with us, we use different layers of security to help insure that no one else can or will get onto your system. Please keep in mind that any time your computer is connected to the Internet, you have potential risk. This is true with or without our software installed on it.

Remote Administration

Tell me more about your Remote Administration plan, please.

The Remote Administration (as mentioned at the top of the page) gives a basic outline of what this plan is about. Since your needs are specific to your business, this plan is custom-tailored to the needs of your business. Please call us for a quote today at 651-334-3638.

Maintenance Plans

Why would I buy your Maintenance Plan vs just using your company for Remote Support on a case-by-case basis?

It is more const-effective in both time and money to have a yearly Maintenance Plan with Pyramid Technologies than it is to use us on an "as needed" basics because in the long run, it will save you more of both.

Based on current 2009 pricing, our Computer and Network Maintenance Plan is only $1,100 a Year for maintenance for 1-5 PCs (and one of them may include a Server.) If you have more than 5 PCs, we will generate a custom quote and pricing plan for you.

Here is your break-down for cost-per-PC:

$91.67 a month for 1 PC
$45.83 a month for 2 PCs
$30.55 a month for 3 PCs
$22.91 a month for 4 PCs
$18.33 a month for 5 PCs

* Thee isn't any additional labor cost for items that are covered under contract. Cost of parts still apply.

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