Frequently Asked Questions
Common Questions About Our IT Services
Answers to the questions we’re asked most often about rates, bookings, remote support and more. Can’t find what you’re after? Call 1300 644 588 or send us a message.
On-site services cover the Gold Coast and Brisbane QLD — see our full suburb list. Remote support is available Australia-wide, so no matter where you are, we can usually fix your computer in real time.
Phone/remote support is $35 per 15 minutes during business hours and $45 per 15 minutes after hours, billed in 15-minute increments. On-site service is $180/hour standard, $220/hour emergency, and $260/hour after hours or weekends — billed for the first hour, then in 30-minute increments. Current rates are always listed on our Bookings page.
We accept Visa and Mastercard. Discounted prepaid remote support blocks are also available — ask when booking.
Phones are answered 8:30am–4:30pm Monday to Thursday, and 8:30am–4:00pm on Fridays (AEST). We’re closed Saturdays, Sundays and Queensland public holidays. After-hours emergency support is available to Business Support Contract customers, who receive a toll-free 1800 number and PIN that connects them directly to their preferred technician at any hour.
A technician connects to your computer over a secure session and fixes the problem while you watch — anywhere in Australia. You simply visit our Remote Support page and enter the session ID your technician gives you. The support application removes itself from your computer when the session ends.
Call our office on 1300 644 588, or use the booking form on our Bookings page and a representative will be in touch shortly.
Disconnect it from your network (unplug the cable or turn off Wi-Fi), avoid typing any passwords or banking details, and give us a call. Our virus & malware removal service comprehensively cleans infections from any computer, on-site or remotely.
No — stop using the computer immediately and power it down. Continued use can overwrite the data you’re trying to get back. Contact us about our data recovery service, which uses proven software-based recovery options.
Both. Home users are very welcome — our on-site home service includes hands-on training with every visit, and remote support works exactly the same for a single home PC as it does for a business fleet.
Yes — our Managed IT Services contracts include priority support, proactive maintenance and monitoring, and after-hours emergency access, keeping your downtime to a minimum.
Something’s Gone Wrong?
First-steps advice for the moments that make your stomach drop. In every case: take a breath, follow the steps below, and call us on 1300 644 588.
Don’t pay the ransom, and don’t follow any instructions on the screen. Disconnect the computer from your network immediately (unplug the network cable or turn off Wi-Fi) so it can’t spread to other machines or your backups, and disconnect any external drives. Then call us — we’ll assess what’s recoverable and help you rebuild safely. Paying rarely gets your files back and marks you as a target for repeat attacks.
Hang up — Microsoft, your bank and NBN Co never cold-call about infected computers. If you gave them remote access, disconnect the computer from the internet straight away. If you shared card or banking details, call your bank immediately to block them. Change your passwords from a different device, and have us check the computer before you use it again — these scammers often leave remote access software behind.
Change that password immediately — from a different, clean device if possible — and anywhere else you use the same password. Turn on multi-factor authentication for the account. Keep an eye out for password-reset emails you didn’t request. If you’re not sure what the link did to your computer, we can give it a thorough check remotely.
That’s “scareware” — a fake alert designed to frighten you into calling scammers or installing junk. Never call the number and don’t download anything it offers. Close the browser (use Task Manager — Ctrl+Shift+Esc — if it won’t close normally). If the pop-ups keep returning, your browser or computer may have unwanted software aboard — our virus & malware removal service will clean it out.
Power it off immediately and unplug the charger — electricity plus liquid is what does the damage. Don’t turn it back on “just to check”, and skip the rice myth; it doesn’t reach the corrosion forming inside. Get it to us as soon as you can — the faster a spill is properly dried and cleaned, the better the odds. Our laptop repair service handles all major brands.
Try the basics first: a different power point, and check the cable connections at both ends (you’d be surprised how often that’s it). If it’s still dead, stop there — repeatedly forcing the power button won’t help. The good news: even when a computer won’t start, your files are usually recoverable. Book a repair and we’ll diagnose it.
Stop using that computer right now — every file saved, download, or even normal browsing can overwrite the deleted data and reduce what’s recoverable. Don’t install recovery software onto the same drive either. Our data recovery service uses proven methods to get back what can be saved.
Change your email password immediately from a device you trust, and turn on multi-factor authentication. Check the account’s settings for forwarding rules or “recovery” addresses the intruder may have added — that’s how they keep access after a password change. Let your contacts know not to click anything recent from you. We can secure the account and check your devices remotely.
Microsoft has ended free support for Windows 10, which means no more security updates — running it long-term leaves you increasingly exposed. Not every older computer can move to Windows 11, so before buying anything new, let us check your hardware. In many cases we can upgrade you in a single visit or remote session, with your files and programs intact.
Still have a question?
Reach out and we’ll point you in the right direction.