Frequently Asked Questions

What do I need to use Office PC Support’s Support-Now™?

The minimum requirements to obtain our services are.
1. Computer with Microsoft Windows 95 / 98 / ME / NT / 2000 / XP / 2003
2. Computer must be able to get into windows    

(We do however offer just telephone support if you can't)

3. Must be able to connect to the internet (broadband or dial up) and see the net
4  Have an account set up with us or a credit card or a Pay Pal Account
5. Have a telephone which can be used while you are on the Internet

What help does Support-Now give?

We endeavour to repair your operating system via the internet.
This includes a few of the following. (There are so many to mention)
1. Networking
Configuring hardware with drivers
2. Networking
3. Virus infections
4.Printer installs
5.Other peripheral installs (make and details required prior to call)
6.Email problems. (some times will require postal software)
7.General problems with windows
8.Correct configuration of windows. (ie bars locked etc)
9.Having problems with files, copy and deleting.
10.IE browser problems
11. Firewall configuration
12. Antivirus software configuration
13 Sales of remote cameras routers and setup
14 Training and basic guidance

What if I have to leave my computer?

Not a problem, we can work on your machine, restart it and log back on, without you being at the computer. However if its a laptop we do express the laptop is left in a secure environment.

What if I have a connection through a router firewall or wifi hotspot?

No problem your connection is handled on your machine as a temporary service on your machine, so will work fine behind a Firewall, NAT Router or Cable/DSL Broadband Gateway. This also happens for Hot Spots and all WiFi or Bluetooth connections.

How do I arrange a time for Support-Now?

Support-Now at this time is run by appointment. We arrange with you the time you require the support. 

What do I do to use Support-Now?

You can visit this web site and click the Products menu then select SUPPORT and SALES this will allow the online purchase of a support module.  You will then be sent by email the support module (which is numbered). In the email you will find a contact telephone number and full instructions on obtaining your support.

Do I need to visit the Support-Now website to use Support-Now for customer support?

NO!  You can contact us by email  we will charge you for the service required.  We will then send you the support module by return email or we can send you by mail a CD, floppy disk or other removable media. The only requirement is you must have internet access to establish a connection to the faulty computer, and a telephone free to speak to us while on the internet.

Does Support-Now work in Safe Mode?

Yes! a picture is worth a thousand words see the image below

Is Windows Administrator rights required to run the Support-Now Software?

No! Windows administrator rights are NOT required. It works even if the remote user is logged on to Windows with a "Guest" account with no privileges to create folders or write to the registry. However, when running in such a restrictive environment, We will not be able to auto-connect on reboot and logging off the user will terminate the service.

Can I use Support-Now if I don't have a static IP address?

Yes!  we send you a file and this file resolves all your problems.

Is Support-Now Secure?

Yes! The session must be initiated by the customer, Support-Now does not accept inbound connections so no one can can access or initiate access to the customer's computer remotely. Support-Now software uses industry standard end-to-end RC4 encryption to ensure data security, plus the data stream  is compressed. To decode the data, a hacker would need to obtain the encryption key, have knowledge of when the session was happening, have access to the stream of data and then know how to decode the compressed stream before they would finally be able to see the session. This would be very difficult.
We the  have the option of using 40 bit, 56 bit or 128 bit key encryption so your sessions are secure. Unlike similar companies Support-Now does not allow inbound connections that hackers can exploit. The Server is not capable of allowing inbound connections. A permission from the technician (physically clicking the the accept incoming session button) is required before any connection is established. This helps maintain internal security on both ends, your network security is maintained.

Does Support-Now need 3rd party services to establish a connection?

NO!  Support-Now uses direct point-to-point communications initiated by the remote computer to connect directly to our support technician's computer.  It runs entirely on your own Windows based desktop computers and there are no 3rd party services involved so you retain full control of the service as well as the costs.

Will Support-Now work over a modem connection?

Yes it does, it's ultra-small 154k file download size and fast screen updates makes it the smallest and fastest solution available.   Our nearest competitor's products are 260k, 460k and larger download file sizes and Support-Now has more features and speed than competing products.

Can Support-Now allow inbound connections?

NO! Absolutely NOT, to do so would be a huge security risk! 

Why does Support-Now have much smaller software than other companies?

The software used by Support-Now is designed for our use to support our own remote customers. It is optimized for speed and size using proprietary compilers and macro assemblers. It takes more time to develop optimized code but the results are well worth the effort.

What script or programming language does Support-Now use?

Unlike competing products, the software used  is not script or batch file based and does not require using a batch file, winscript or setup installer to launch the program. It is a stand-alone executable program compiled from source code written in several different programming languages.

Is Support-Now Compliant with other Software?

Yes, the program used is based on several GPL and several of our own public domain and stand-alone proprietary programs and works in conjunction with multiple GPL code bases. The applicable portions are distributed under the terns of the GPL.