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What services do you provide?We offer PC users of all skill levels a high quality subscription-based technical support service over the Internet. Our service includes:
What programs and applications do you support?Our Experts can answer your questions on the following products and applications: Operating Systems
Software Applications
We constantly update the list of supported software as new products appear on the market. For the complete list, please refer to Supported Products. Do you provide on-site or phone support?No. On-site and phone support are not included in our service since we are an Internet-based technical support provider. We can help you solve a problem on-line using the combination of tools and services designed for this purpose.
I need help right now! How can I get it?Our Help Desk service is available only to registered users. To register, you can go to our registration page and complete the form. Then go to our Help Desk, ask a question and our Experts will help you resolve your problem immediately. What will happen if my question falls outside the list of supported products?Our goal is to achieve maximum customer satisfaction. Even if your question does not fall into a category of products we support, our Experts will do their best to answer your question and offer you a recommendation or direct you to the place where you might find a solution. However, please note that we cannot guarantee the quality of the answer provided on products not officially supported. What if I don't have time to wait for an Expert's response to my problem, or I want to continue an unfinished question?As a registered user you are assigned an account, which tracks and stores all questions asked by you. If you do not have time to wait for an Expert's answer, you can simply post your question and leave it for our Experts to work on it. Once the solution to your problem is found you will get an e-mail notification with the link to the answer. You will be able to return and continue the dialogue at the time of your convenience. All submitted questions that remain open for 30 days will be automatically closed with a prior e-mail notification to you. However, during the 30 days you can always go back to an open question and continue a dialogue with an Expert if you think that your problem was not resolved or additional assistance is required. How long does it take to resolve a question?We strive to resolve all questions immediately. If a problem cannot be solved right away, our Experts will pass it on to the Test Lab, where the problem will be simulated and resolved. You will receive the answer within 24 hours.
What is ScreenSharing and how does it work?ScreenSharing is one of the modules incorporated into our TekLink™ tool. It allows you to let an Expert see your computer screen remotely over the Internet and share your mouse and keyboard. This way the Expert can apply a solution to your problem without going into lengthy explanations on how you could do it yourself. Our Experts cannot launch the ScreenSharing until you grant them an explicit permission to do so. There is no way our Experts can use ScreenSharing to obtain confidential or sensitive information stored on your computer or network, deliberately destroy information on your computer or network, or cause you to experience system problems. You can always stop a ScreenSharing session simply by pressing the Ctrl + Break key combination. Does your ScreenSharing work on corporate intranets?Yes it does. But you should first contact your corporate system administrator to find out the necessary settings on your computer in order for ScreenSharing to work on your network. Is your ScreenSharing compatible with firewalls?Yes. Our ScreenSharing is firewall friendly, and all you have to do is correctly enter your firewall/proxy settings in TekLink™ and have an Internet connection. |
| System Requirements |
In order to take the full advantage of our service your PC should meet the following system requirements:
Note: IE versions earlier than 4.0 do not support our products and service. If you use Netscape Navigator 4.08 or Netscape Communicator 6.0 you might experience problems accessing our service since our programs require the Internet Explorer browser installed on your PC with correct settings for Internet connection.
Internet Explorer versions 4.0 and newer are recommended. To reinstall Internet Explorer or to get the latest version, visit http://www.microsoft.com/windows/ie/default.asp.
| Pricing and Payment |
Home PC users can subscribe to our service with one of the following payment plans:
For corporate customers, our pricing starts at $159.95/PC/year. Please
contact us at corporate@liverepair.com
for more details on the price information for corporate customers.
We accept major credit cards, including Visa, MasterCard, American Express/Optima and Discovery. We are a VeriSign secure site, and all your personal and credit card information is protected with the industry standard Secure Socket Layer (SSL) encryption.
During the registration process you will be asked to provide us with your name as it appears on your credit card, your credit card number and expiration date. You will also be offered to select a subscription period. The payment you make will cover unlimited number of question during the corresponding membership period.
Your credit card will be billed within one business day after your registration.
If you are not satisfied with our service, you may cancel your subscription
during the first 15 days and we will refund to you the full fee.
Our registration is arranged in such a way that we do not process credit card information, but use VeriSign Payment Processing service in order to ensure confidence and security of our customers' payment information.
If your credit card transaction failed, the reasons can be the following:
Our pricing policy allows one registered user to use our service from multiple computers, but only one at a time, i.e. you cannot access our service from more than one computer simultaneously.
How can I cancel my subscription?
If you are still on a trial period, you can cancel by logging on to your account, clicking "Profile" and then the "Cancel Subscription" link. You'll be taken to another page with a form for you to fill out with the reason for cancellation. You will receive the full subscription fee back to your credit card.
If your subscription has passed the trial period, please send an e-mail to any of the e-mail addresses listed on the Contact Us page with the reason for your cancellation. The subscription fee for the unused period will be credited to your credit card.
| Security |
Yes, we put a lot of emphasis on security and safety of information exchange with our clients. LiveRepair.com is a VeriSign Secure Site and we use the industry-standard Secure Socket Layer (SSL) encryption to protect all the sensitive data (especially personal and financial) that travel between your computer and our servers, which guarantees that the information will not be intercepted and decoded by an unauthorized party.
During a ScreenSharing session your Expert will only access those applications that are needed to restore normal operation of your computer. You always maintain control over the repair process and can terminate ScreenSharing sessions at any time.
For further information see our Privacy Policy. For the complete list of terms, conditions and guarantees, please refer to our Terms of Serivce.
The only personal information we store on our servers is your e-mail address and your full name. The information about your system includes data such as the type of your operating system, processor type, the amount of free memory, the amount of free disk space and the like.
We collect only data about the configuration of your system so that we can locate and troubleshoot your problems faster and more successfully. We do not have access to any of your other personal information or data stored on your system. Every measure has been taken to make sure that the information we have about you cannot be accessed by any third party.
For further information on this issue please see our Privacy Policy.
Our client-side software TekLink™ collects only the information needed for accurate location and diagnosis of your problem. In particular, we collect information about:
Information collected by TekLink™ will not contain any sensitive information such as Web sites visited, e-mail messages, e-mail addresses, passwords, profiles, etc. Before sending system information to our Experts, you can view what data the diagnostic module has gathered.
For more information about privacy issues, please refer to our Privacy Policy.
Yes. But before a ScreenSharing session begins, an Expert will ask for your permission to it and request that you close all documents containing private information.
Absolutely not. During a ScreenSharing session our Expert sees only what you see and whatever you decide to show on your screen. The only way for an Expert to work directly on your computer is for you to explicitly agree to use ScreenSharing. Also, an Expert will not take any actions without asking for your permission. The programs that we use during the repair sessions have been designed in such a way that it is impossible to access any sensitive and private information on your PC.
| Miscellaneous |
Don't worry. Click the "Forgot your Password" link right underneath the "Logon" button on our home page, or on the Logon information confirmation page, which you see after entering either Logon name or Password incorrectly. You will be asked to provide your Logon name and we will send your Password to the e-mail address you have provided during registration.
How do I contact Customer Support?For sales, partnerships and employment opportunities, please send an
e-mail to corporate@liverepair.com.
If you are encountering problems using our web site or service, or you
would like to report PC-related problems/questions, please write to support@liverepair.com.
For general questions about our services and company, please use info@liverepair.com.
You will receive an e-mail notification on your subscription status from a LiveRepair.com Customer Care Group representative. To renew subscription log into your account after your previous subscription has expired and go to the Billing info section. The system will assist you and lead through the renewal process step-by-step. In case you have any questions or problems with the procedure, please contact our Customer Care Group.
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