Answers to questions about At Ease Computer Help
IT support for seniors – FAQ
Kyle Sullivan, BLM, Wikimedia Commons
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I provide a wide range of Information Technology support services. Generally, I can diagnose and fix problems with personal computers and home networks. You can get an idea of the range of services by going to my shop page. Other good ways to find out if I can help you are to call me, text me, email me, or schedule a free half hour consultation.
When you schedule your consultation, it assures you that I will be available for you in that time. It also helps me to know what sort of problem you are dealing with so that I can research it ahead of time (I do not charge for my research) or refer you elsewhere if I am not capable of fixing your problem. You can schedule here. It is also fine to just call, text, or email.
I charge an hourly rate for general troubleshooting and problem solving. My rate for coming to you (within 30 miles of downtown Ashland) is $70 an hour. My rate for solving problems remotely is $60 an hour. My minimum charge is for one hour, and I charge for each additional 15 minutes after that. I also offer monthly subscription plans and fixed fees for many common situations.
First, I refer you to somebody else if I do not believe that I can solve your problem.
Second, I am happy to refund or not collect your money unless or until you are satisfied.
Second, I do not charge you unless I am able to figure out the problem and offer you a solution.
My business model is that I want to work with satisfied, repeat customers.
Both Apple and Microsoft support remote access in their operating systems. Over the phone I will ask you for permission to access your computer after asking you to close any sensitive windows. You will allow me access with a passcode and I ask you to watch as I am working.
Yes, I love to teach! Learners learn better when they are being taught about issues that are currently relevant to them – I just ask that you let me know if your preference is that I resolve the problem as quickly as possible or teach you as I am working about how I am approaching troubleshooting and what is going on with your device. I also am glad to work with groups of people to teach them specific topics.
Many things…
– My pricing is listed upfront for many common services in order to help you avoid unpleasant surprises. My prices are less than most Rogue Valley support businesses.
– I offer subscription plans with significant discounts over my hourly rate to help you avoid problems with your technology.
– As a one person operation, you always know who you will be dealing with.
– Diagnosis is diagnosis. Something I love about solving tech problems is that the skills that I’ve learned in my thirty years of experience in diagnosis in humans remain relevant. It’s just plain fun to figure out something that on its face seems incomprehensible.
– Many customers don’t like how technical support people often want to just grab the mouse and fix things without telling the customer what is going on. My preference is to be patient and teach as I am working, with the hope that this will help you avoid the problem the next time.