Frequently Asked Questions

What is Remote Support or Screen Sharing?
Remote support allows SimplifyIT technicians to take control of your computer from another location, identify problems, and repair them.  “Screen-sharing” means that the technician is able to see your desktop during the support session.  You are also able to watch repairs as they are taking place.  You can sever this connection at any time during the repair process with a simple click of your mouse.

How do I pay for services?
We accept all major credit cards.  Payment can be made online or over the phone.  While businesses and educational institutions are encouraged to pay by credit card, standard invoicing is available upon request.  We also accept corporate checks and money orders.  Visit the “Get Started” page for payment options and instructions.

Is your screen-sharing software secure?
Our screen-sharing software utilizes the very latest encryption technology to provide a one-time direct connection between your computer and our technician’s computer.  An online support session cannot begin without your authorization.  When the session is over, the screen-sharing software is disconnected from your system safely and securely.

In what areas do you offer on-site support?
Our offices are currently based in Rockland County and Brooklyn, New York.  We provide on-site support to customers located within the New York Tri-State area.  Customers requiring on-site support may also benefit from our “Collect and Return” courier service.  

What if my problem is not resolved?
We offer a “no fix, no fee” policy for all online support sessions provided to our customers.  In the unlikely event that we do not resolve your problem, those support sessions will be credited to your account.

What is your availability?
SimplifyIT is open Monday through Friday, from 8:30 a.m. to 9:00 p.m.

Residential customers are assisted on a first come, first served basis.

Businesses, educational institutions, and Pre-Pay customers are guaranteed a response time of less than four business hours between 10:00 a.m. and 6:00 p.m.

Premium customers are guaranteed a response time of less than two business hours between 10:00 a.m. and 6:00 p.m.

Ask our technician for details.

Are there any problems you can’t fix using remote support?
We only fix PCs with Windows or MAC-based operating systems.  We do not offer technical support for Linux-based computers at this time.  We address hardware problems through our courier and on-site support services.  Call for details.