Get FREE backup space with every support product, and make sure your data is safe!
What am I being charged for this call (to Membership helpline)
What is the number to call for help
What are the opening hours
When is the service available
What sort of problems are covered
How many PCs are covered
How do I pay for the helpdesk service
What is the contract period
How does the service work
Do I need any special equipment to access the service
How effective is the service
Who will I be speaking to
What happens if I can’t subscribe online
Do you come to my home
What is not covered
What are your response times
What happens if you diagnose a fault with my kit
Are there any time limits or restrictions to use of the service
Can anyone else use the service
How do I get an invoice for my payments
How do I reprint my Certificate
How will I know when my membership is due to end
How do I add further services or upgrade
Where do I find your Terms and Conditions/Privacy Policy
I have a Discount Code where do I enter this
How do I know what my license number is
What am I being charged for this call (to Membership helpline)
This is charged at a local rate from a landline. Other charges will apply from a mobile.
^ back to top ^
What is the number to call for help
Telephone 0808 26 46 476. This is a freephone number.
^ back to top ^
What are the opening hours
The service is open 24 hours a day
^ back to top ^
When is the service available
You get access to a friendly helpdesk over the phone 24 hours a day, 364* days a year.
* may exclude some bank holidays
New members will have access from 9am on the day following their order.
How do I access the service
Once you have signed up to PC-Helpdesk you can contact us on the dedicated 0808 number that you will be sent in your welcome pack. All calls are free of charge from a BT landline regardless of the length of the call. Please note that most mobile phone operators charge for 0808 calls and exclude these calls from call allowances. We recommend using your landline to call us. If you wish to use a mobile, contact your mobile operator for details about call charges.
Alternatively you can enable our agents to log on to your computer remotely in order to carry out tasks whilst you observe.
^ back to top ^
What sort of problems are covered
We can help you with all sorts of problems from attaching photos to emails, inserting a table in a Word document, or even deciphering that cryptic Windows® error message that’s just popped up on screen.
Sometimes a quick resolution is all you'd like to fix that nagging computer problem. PC-Helpdesk can provide an easy resolution for you.
We have specialist at the end of the phone who can help you get that vital email sent, sort out your printer, get your spreadsheet completed, sort out the computer virus, and we avoid talking in computer jargon.
Customers also use our highly trained and experienced IT experts to either enhance their home IT infrastructure and set-up or to resolve problems.
The details:
· Support for Microsoft Office 2000, XP, 2003, 2007 and Windows 2000, XP or Vista
· Wireless and Wired Home Networks
· PC’s, Laptops and Media Centres
· Configuring and setting up Internet Security, Privacy and Firewalls
· Eradicating Viruses, Spam and Spy-ware
· Configuring Email and Internet settings
· Installation of new software, drives, patches and updates
· Upgrades to new versions of Windows
· Basic use of Microsoft Word, Excel and PowerPoint
· Printers and Scanners
How many PCs are covered
Home User is for one PC
Home User + covers 3 PCs
Home Business covers up to 5 computers
All include associated software and peripherals.
How do I pay for the helpdesk service
Easy monthly payments - Perfect if you want year long peace of mind!
You can pay via PayPal using a Credit Card or Debit card.
What is the contract period
The contract is for 12 months. You pay in easy monthly instalments.
^ back to top ^
• All subscribers receive a unique membership ID which they quote whenever they call the helpdesk. All logged incidents receive an incident tracking number which can be used to track and trace resolutions.
• Call us any time day or night and tell us what help you need.
• We will give you plain, simple advice over the phone.
• If we need to, we can connect to and share control of your PC through our secure connection.
• Over 80% of PC problems can be fixed over the phone and through online help.
• You’ll need a broadband Internet connection and Microsoft® Windows® XP or Windows® Vista® to use the service.
• We don’t support Apple® Mac OS® or Linux® at the moment.
Do I need any special equipment to access the service
No. All you need is a broadband Internet connection and Microsoft® Windows® XP or Windows® Vista® to use the service.
Please note that we don’t support Apple® Mac OS® or Linux® at the moment.
How effective is the service
Over 25,000 households utilise the IT helpdesk and a rating of 97% customer satisfaction is currently being achieved.
^ back to top ^
Who will I be speaking to
The advice is provided by The Home IT Helpdesk - the largest independent provider of remote IT support to the digital home in the UK.
^ back to top ^
What happens if I can’t subscribe online
We can take payment over the phone for most card types. Financial details provided over the phone are not recorded but dealt with in real-time via the Paypal 'Virtual Terminal' solution. For more information on your security and privacy regarding payments by phone please see our Privacy Policy. To subscribe just call our Membership Helpline on.
Do you come to my home
PC-Helpdesk includes phone and remote access. It does not include home visits or the cost or repairing hardware or software failures. Remote access can only be accessed if you have broadband.
What is not covered
The following cannot be supported:
• File servers, file server operating systems, domain and active directory based networks, file private network (VPN) and wide area networks, multisubnet networks, complex firewall configurations.
• Apple® Mac®, Sage® and Linux are not supported.
• The service has no usage limit but we do operate a fair usage policy.
What are your response times
Where a Support Incident is logged with the help desk, we will use all reasonable endeavours to attend to the incident immediately. However, should this not be possible due to high call volumes PC Helpdesk (UK) Limited reserves the right to allocate a priority level (such level to be determined by PC Helpdesk (UK) Limited) to the support incident, and respond according to the following priority response times:
Priority 1: 30 Minutes Response Time
Priority 2: 2 Hours Response Time
Priority 3: 8 Hours Response Time
^ back to top ^
What happens if you diagnose a fault with my kit
PC Helpdesk (UK) Limited agrees to provide Support for the Technology. However, although it will seek to identify the cause of faults or errors in such Technology and will provide guidance as to what it considered the appropriate remedy to be it is not responsible for remedying these faults or errors. The Service User is responsible for ensuring that the Technology used is appropriate for their requirements, fully compatible with each other, regularly updated and operated in accordance with the Technology Provider’s operating instructions. The Service User will need to revert back to their Technology suppliers to remedy any faults or errors that may occur in the Technology.
Are there any time limits or restrictions to use of the service
PC Helpdesk (UK) Limited agrees to provide continuous Support for a maximum of 15 minutes per Incident. Where any single Incident cannot be resolved within this continuous period of 15 minutes, the Service User agrees that PC Helpdesk (UK) Limited reserves the right to suspend the provision of Support (for a maximum of 2 hours) to further investigate the Incident and then resume Support of the Incident for a further continuous period not to exceed 15 minutes.
^ back to top ^
Can anyone else use the service
The Service is provided solely for the benefit of the Service User. Only the Service User as registered in PC Helpdesk (UK) Limiteds’ database shall be covered by the Contract.
How do I get an invoice for my payments
Just go to the ‘My Account’ section and click ‘View Order.’ Once the Order summary screen appear click on ‘Invoices’
How do I reprint my Certificate
Just go to the ‘My Account’ section and click ‘View Order.’ Once the Order summary screen appear click on the license number under the heading ‘Your Support License Numbers.’ The Certificate will then be displayed.
How will I know when my membership is due to end
Your initial contract is for 12 months. This will be automatically renewed unless you advise us otherwise.
How do I add further services or upgrade
Please add the service that you require by logging on to your account and placing an order. Please then notify us using a customer support ticket if you wish to cancel and existing license.
Where do I find your Terms and Conditions/Privacy Policy
These can be found at the bottom of any page of the site.
I have a Discount Code where do I enter this
Proceed through to the ‘Shopping Cart’ page and then enter the code in the section toward the bottom of the screen. Remember to click the ‘Apply coupon’ button before moving on.
How do I know what my license number is
You will be sent a Certificate to the email address that you provided when you registered.
|
||||||||
