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Our Business Hours

Monday
9:00AM to 6:00PM
Tuesday
9:00AM to 6:00PM
Wednesday
9:00AM to 6:00PM
Thursday
9:00AM to 6:00PM
Friday
9:00AM to 6:00PM
Saturday
9:00AM to 4:00PM
Sunday
CLOSED

Remote Support Process

Advance It services Remote support process and procedures.
 
1- Contact Advance IT Services via live chat (prefered method), if live chat is offline utilize it to leave a message or use our contact form to send a message.
A remote session is established after our support department determines that a ticket can be resolved remotely within a reasonable time frame, all tickets get categorized by our support team, our clients then get notified within minutes.
 
2- Include you first and last name along with a contact phone number in chat session or contact form.
2- Explain the type of issue or issues you are having (please be very discriptive) Note: It is very important to be as detail as you can be in explaining issue or issues you are having. Remember your detail description will determine the possibility of remote fix.
 
3- If the ticket is qualified for remote fix you will be asked to pay $60.00 for one hour of remote support service (Note: 1 hour minimum, if your problem is fixed within 20 minutes you'll still be paying $60.00)
4- You are also required to agree and sign our remote support service agreement.
5- Once the payment is recieved we will setup an account
6- you will be given a username and password to access our clients area.
7- you will be then instructed to download and run required software needed for remote session
8- we will run diagnostics and tests to determine the sevarity and the time frame that is needed to complete task.
9- We will be providing you with an estimated completion time and/or notify you of any extra that will be needed to complete task.
10- If the problem is not fixed during the remote session we will be scheduling Tech visit to complete task
 
Frequently asked questions
What types of issues qualify for remote support?
Virus/malware removal, all software related issues, Computer not performing well, crashes, device drivers, simple data recovery
 
I am experiencing a slow internet connection or extremely slow browsing can remote support help?
Slow and /or unreliable internet connection cannot be resolved remotely, however slow browsing could be caused by malware or a computer in a dire need of a tune up, we can dtermine if the slow browsing is due to your connection or system by running diagnostics.
 
I am a business owner is there a discounted support package for business clients?
Yes, please see our support plans section on our services page, we have one free courtesy remote support session for business customers enrolled in our monthly plan, discounted rates are also available for our business clients.
 
Why do I have to install a software for a remote session?
A small executable software installation is required for a secure remote session it enables a secure tunnel between 2 computers