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Remote support is $69.99 plus tax for residential customers and $99.99 plus tax for business customers. The fee includes up to one hour of remote diagnostics, troubleshooting, and repair for the reported issue.If additional time is needed, service is billed in 15-minute increments after the first hour. Residential service is $17.50 plus tax per additional 15 minutes, and business service is $24.75 plus tax per additional 15 minutes. I will explain what additional work is needed and receive your approval before continuing beyond the first hour.The fee does not include paid software, subscriptions, replacement parts, onsite service, or in-shop repairs. Payment is required before the scheduled appointment, and payment does not guarantee that every problem can be resolved remotely.

Yes. A valid credit or debit card is required before remote support begins. Once your request is approved, you will receive a secure payment link to pay for the first hour of service. The payment method will be securely kept on file for any additional service time you approve.You will be notified before the included hour ends, and additional time will not be charged without your approval. Card information is securely handled by our payment processor and is not stored directly by Level9 PC Solutions.

You should remain available at the beginning of the appointment to start Splashtop SOS, provide the temporary session code, and explain the problem. You may also need to answer questions, approve changes, enter passwords, or restart the computer during the session.

Please contact Level9 PC Solutions as soon as possible if you need to cancel or reschedule your appointment. Payments may be refunded when an appointment is canceled before the remote session begins. Once troubleshooting or diagnostic work has started, the remote support fee covers the time already spent and is generally nonrefundable, even if the problem requires in-shop or onsite service.

Yes. We offer remote support for many common Windows computer issues. If the problem can be handled remotely, we can connect to your computer, troubleshoot the issue, and make repairs without an onsite visit.Some issues may still require an in shop or onsite appointment if they cannot be resolved remotely.

Many common Windows problems can be diagnosed and repaired remotely, including software errors, performance issues, unwanted pop-ups, malware, email problems, printer issues, and software installation. Problems involving failed hardware, a computer that will not start, or a complete loss of internet access may require in-shop or onsite service.

If the problem cannot be resolved remotely, I will explain what was found and recommend the best next step. Depending on the issue, the computer may need to be brought in for further diagnostics or scheduled for onsite service.

The length of the appointment depends on the problem and the condition of the computer. Many common issues can be resolved within one hour, while malware removal, Windows repairs, updates, and other complex problems may take longer.

Yes. Remote sessions are conducted using Splashtop SOS through a secure, encrypted connection. You must provide a temporary session code before I can connect, and you can see the work being performed on your screen. The connection can be ended at any time.

Before your appointment, make sure the computer is turned on, connected to a stable internet connection, and plugged into power. Save and close any open work, back up important files when possible, and have any necessary account or software information available. Please do not send passwords through the request form.

At this time, Level9 PC Solutions provides remote support for Windows computers only. Support for Mac computers is not currently available.