ComputerHMO support for you and your computer » FAQs 626-797-3462
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Before I had ComputerHMO, if I had a problem, I had to lug my computer into the shop, wait for a call, then lug it back home. Now, most of my problems are fixed remotely.
- Dick Hall


FAQs

Q: What items does the 24/7 remote monitoring cover?
A: Our 24/7 remote monitoring covers your online status, AntiVirus, free disk space, S.M.A.R.T., security updates and patches status.

Q: What is inventory and tracking in case of theft?
A: Inventory refers to the complete list of your software and hardware along with model numbers, serial numbers of the system, CPU type and speed, system memory, hard drives, network card MAC address and more. When you are covered by a ComputerHMO plan, we have remote access to your computers whenever they are turned on and connected to the Internet.  If your computer is stolen, when the thieves turn it on, we can help track its location.

Q: How do I contact the ComputerHMO Medics at the Help Desk?
A: Call 877-311-6610 and press three for support.

Q: Is the Help Desk available 24/7?
A: No, ComputerHMO Help Desk support is available Monday through Friday, 9 am to 8 pm (EST).  Our Help Desk is also closed on all national holidays.

Q: If my needs change, is there a penalty for upgrading or downgrading my plan?
A: There is no penalty or charge for making a change in you plan.

Q: What credit cards do you accept?
A: M/C, Visa, Am/Ex.

Q:  If I am dissatisfied with the service may I cancel at any time?
A: While we will be sorry to see you go, you may cancel your plan at any time with 30-days written notice.

Q: Can I arrange to pay through an automatic deduction from my checking account?
A: No, not at this time.

Q: Do you accept payments by check?
A: Yes, for the initial setup fee and additional work outside your usual monthly billing, which is set up as an automatic deduction from a credit card.

Q: When will my payment be deducted?
A: Your credit card will be charged on the 25th of each month, prior to the service month.

Q: How long is my plan contract?
A: One year is our standard agreement with an automatic renewal at the end of each year.

Q: If I have more than one computer do I have to purchase a plan for each one?
A:  Yes. Because our services are designed to protect the unique information on individual computers, it is necessary to purchase a separate plan for each computer.

Q: If I have three computers in my home or office, can I have an Executive plan on one computer and the Pro or Basic plan on the other two computers?

A: Yes. However, for consistency of service we recommend the same plan for every computer in your home or office.

Q: How frequent is the routine scheduled maintenance and what time of day or night is it performed?
A: To ensure minimal impact, routine scheduled maintenance is performed on a weekly basis after normal business hours.

Q: With the virtual/remote support, how is the integrity and privacy of the contents of my computer protected when ComputerHMO accesses my computer?
A: Our policy is to access only those areas of your system that are absolutely required and to avoid accessing the personal information on our patient’s computers. Whenever possible, work is automated so that no one has access to personal information during the monitoring, maintenance, or repair process.  In those instances that require manual access to your computer, we limit our work to resolving system-specific issues. However, when data recovery, data import and/or export are required, we work directly with clients to limit exposure to only what is needed to complete treatment.

Q: How can I be sure the contents of my computers are safe?
A: We adhere to a strict policy of limited access.  We use automated monitoring, maintenance and repair whenever possible and manually access your systems ONLY for the purpose of repair, security issues and other services for which you have signed up and ONLY when required.  In addition, ComputerHMO and all of its personnel pledge to treat information relating to your identity with the same security, integrity, care and concern as we treat our own.

Q: If off-site virtual remote services cannot resolve an issue, is on-site support available?
A: We currently have on-site services available in Southern California through our sister company, ComputerHMO EMT.  We are developing a network of highly qualified ComputerHMO Medics to extend our on-site services into other areas around the country.

Q: What makes your service different and/or better than other service providers?
A: KISS (Keep It Simple Service) defines all our work processes. We have teams of specialists and general practitioners who are experts in the systems that keep your system alive and performing in a healthy manner. ComputerHMO believes your systems need ongoing care to do that and we design our plans keep your computer healthcare costs at manageable levels.

Q: Where is Computer HMO available?
A: Remote service is available in all fifty states in the U.S. and we have the ability to provide our remote services internationally as well.

Q: If I purchase a new replacement computer, do I have to pay the $175 set up fee again?
A: No.  As a ComputerHMO client, your set up fee will be discounted to $100.

Q: When I detect a problem and contact you how long will it be until one of your Help Desk ComputerHMO Medics begin working on my computer?
A: Once you’ve alerted us to the problem, we perform triage and put your system in the queue based on the severity of the problem. Much like a visit to the emergency room, a heart attack will come before a minor scrape. That is why we periodically limit enrollment to insure we can handle the patient load in a reasonable manner. Generally, emergency issues are attended to within two to four hours; non-emergency issues are attended to within twenty-four to forty-eight hours

Q: If I only have a dialup Internet connection can I still use your service?
A: No, ComputerHMO plans require that you have a high-speed Internet connection.  Call us and we will help you find a low cost, high-speed Internet connection in your area.

Q: Are your plans available to Mac owners?
A: Not at this time.  We hope to introduce Mac support in the near future.

Q: Do you work on wireless networks?
A: Yes.

Q: How frequently do you update my AntiSpyware and AntiVirus ware?
A: To ensure that our clients are receiving optimum protection, we update all AntiSpyware and AntiVirus ware daily.

Q: Do I have to leave my computer on all the time, especially for your 24/7 remote monitoring and updates to your AntiSpyware and the AntiVirus ware you provide?
A: No, we work around you and your normal usage. If we find that our automated systems are not able to keep your systems updated, we will call you and request that you leave it on overnight to get it updated.

Q: Do I have to be there when you fix my problems?
A: Most of the time we can perform work without your assistance. However, from time to time, there will be issues that require your input. For example, if something goes wrong with your printer, we will need you to perform simple tasks to help correct the issue.

Q: What training and certifications do your ComputerHMO Medics and Help Desk staff receive?
A: Our ComputerHMO Medics are constantly updating their training from our software manufacturers and from each other. There is no better training than dealing every day in the real world and actually solving problems.  Some of our ComputerHMO Medic certifications include, but are not limited to, A+, MCP, MCSE, MCSBS and more.