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Frequently Asked Questions

1. What type of services does Micro EMS provide?

Micro EMS provides remote computer repair and IT services to home computer users and small and medium businesses. We offer quick fixes, one-time fixes, tutoring and subcription plans starting as low as $39.99.

2. How do I purchase your services?

You can call Micro EMS at 678-242-8705 for information and assistance or go to our Services page and purchase services directly from there.

3. What methods of payments can I use?

Micro EMS accepts PayPal and all major credit cards online and over the phone.

4. I am worried about using my credit card online?

We understand your concern about using your credit card over the internet. But this is the only way to pay for our online computer repair services. All transactions are processed through a secure layer so no other party can see your payment transaction. Credit card information is never stored. All credit cards offer protection against unauthorized use, so you should be 100% confident of your purchases. We use PayPal. Please visit their website www.paypal.com if you have any question about their service.

5. What should I expect from a Micro EMS session?

When you purchase our quick fix, one-time fix, training or subscription plan, you will speak or be contacted by our  Technical Support Specialist who will walk you through the initial setup of getting connected remotely with our remote access software. Once connected we will be able to diagnose and fix your computer problems remotely on your computer. You can either watch or hang up the phone and let our technician call you back when finished. We can also leave a note on the desktop of your computer when we are finished.

6. How does Micro EMS remote computer repair work?

To fix most computer problems we will connect directly to your computer using remote access software. This software lets our technicians view your computer screen and access it remotely. Once the connection is made the technician can securely work directly on your computer and fix most computer related problems while you watch. Eliminating the need to take your computer to a repair shop or scheduling someone to come into your home. It's very easy, fast, convenient and secure.

7. What is remote access?

Remote access, allows us to remotely view your computer screen and fix most computer problems online through the internet by way of remote desktop screen sharing. Remote access has been used for years by large companies to connect their employees computer to tech support in their IT department.

8. What kind of access will you have?

Once the connection is made the technician will have the same access as if he were in front of your computer using your keyboard and mouse. You will be able to see everything that is taking place while he is servicing your computer.

9. Is it safe?

Yes, our remote access software is protected end-to-end with Secure Sockets Layer (SSL) and 128-bit Advanced Encryption Standard (AES) encryption. No unencrypted information is ever stored on our system. Strong passwords and ongoing infrastructure security scans guarantee the security of your information.

10. Can you access my computer after my remote support session is over?

No, only you can initiate the remote support session. You can also end one by closing the remote support session window on the desktop. Once connected you will see the technician using your cursor to find and fix problems on your computer. You can regain control at anytime by simply moving the mouse. After the job is finished and the remote support session is closed, only you can re-initiate the connection. The technician can not restore the connection without your permission.

11. How long does a remote support session last?

Most remote support sessions lasts anywhere from 30-90 minutes. However, a session may be a little shorter or much longer depending on the type of problem you're experiencing and/or the service we're performing. In some cases we may have to schedule a second remote support session free of charge.

12. What types of problems can you fix?

We fix excessive pop-ups, spyware, ad-ware, viruses, slow computers, sluggish start-ups, spam, printer problems, software issues, e-mail issues, network issues, registry problems and much more (See the list on the home page).

13. Are your computer technicians qualified?

Our technician's minimum qualifications are MCP (Microsoft Certified Professional) and CompTIA A+ certification, with some having CompTIA Security+ and Network+ certifications. All of our technical support specialist are "second level" technicians with 3+ years of Help Desk experience. They all have a very good understanding about complex computer issues and how to resolve them. Our technical support services are performed by live certified technicians.

14. What are your hours of operation?

Our hours of operation are 10:00am - 6:00pm ET Monday through Friday, and 9:00am - 7:00pm ET on Saturday and Sunday. You can contact us 24 hours a day in order to schedule service or submit a service request online. We will then schedule a time that is convenient for you.

15. How do I cancel my monthly technical support subscription with Micro EMS?

You can cancel your subscription by calling Micro EMS at 678-242-8705 or e-mailing us at contact@MicroEMS.net. Please call or send the e-mail a week before your scheduled billing date.

16. Are there any computers you don't support?

Yes, we do not offer online technical support for MAC, Linux or Unix based computers at this time. We only repair computers with Windows XP, Windows Vista, Windows 7 or Windows 8 operating systems.

17. What if you can't fix it remotely?

If for some reason Micro EMS can not fix your computer problem remotely, you will receive a partial or full refund depending on the services performed. If you live in Atlanta, Georgia we can schedule to have your computer picked up to be serviced and dropped off when it is fixed. If you are not in Atlanta, Georgia we can recommend where to take your computer to have it serviced.

18. Is your work guaranteed?

Yes, all Micro EMS services come with a money-back guarantee. If for some reason our Technical Support Specialist can not resolve your problem or our fix didn't work, call us back within 7 days of service and we will work to resolve any issues quickly at no additional cost. In the unlikely event that we can't resolve your issue you will receive a full refund for the purchase price.

We stress that many computer problems can reoccur but not always due to poor service. (Example: some computers get re-infected with the same virus after the user repeats the same actions that got the computer infected in the first place).