Commonly Asked Questions:

Plain Talk

Q: What is the "HelpDesk" and how does it work?

A: The iTOK HelpDesk is a tiny utility application that facilitates remote help and maintenance of your computer. Access to the HelpDesk comes by clicking the icon in your computer’s Task Bar. Questions and requests for service are quickly and easily submitted to your iTOK Technician.

Q: What is "Screen-sharing" and how does it work?

A: Screen-sharing is the fastest, easiest and most secure way to get computer help. iTOK ScreenShare is accessed through the iTOK HelpDesk and is 100% secure and you are always in control. It's like having a technician right inside your computer.

Q: Why is iTOK ScreenShare better than other methods of tech support

A: When your computer misbehaves or malfunctions, old fashioned support is limited to disconnecting your computer and leaving it with strangers at a repair store; or allowing a stranger into your office/home to fix the problem; or be placed on a call waiting list in your hardware/software makers phone service center. Instead, iTOK ScreenShare connects our technician remotely to your computer right through the internet. Service is convenient, fast and affordable because we see exactly what you see as we solve your problems.

Q: Is iTOK Screen-share 100% secure?

A: Yes. iTOK ScreenShare uses ‘bank-level security’ that fully protects each connection at 128 bit encryption standards with a fully documented recording of every session. We partner with Citrix Systems, Inc., the world’s most trusted name in on-demand access serving virtually all of the Fortune 500 companies around the globe, combined with our proprietary systems to provide the most complete remote technology solution available.

Q: How long does an average help session last?

A: Typical problems are easily resolved within 15 to 45 minutes. Your session may be shorter or longer depending on the scope and nature of the problem you are experiencing. In those cases where the computer problems are severe, a follow up session may be recommended to completely resolve all issues.

Q: How much does it cost?

A: Pricing for our standard services can be reviewed in the PC Care section of our website. We are committed to solving problems as quickly as possible and therefore only charge in 15 minute segments, at $23.75 each. We diagnose your problem and provide an estimate that you approve before we begin charging for our services.

Q: Is your work guaranteed?

A: Yes. We guarantee our work to your satisfaction. You review and approve the work we perform at the completion of every session. You also have five (5) days following your service to notify us if the problem we worked on wasn't resolved. We'll go to work again using commercially reasonable efforts to fix the problem at no additional cost to you. For virus and anti-spyware removal, our guarantee is only valid if your anti-virus and anti-spyware protection is installed and updated during the repair or before you connect to the internet. Just email us at: support@itokhome.com. We'll work hard to ensure your satisfaction.

Q: What computers and operating systems do you support?

A: iTOK specializes in the following OS systems: Windows 95, Windows 98, Windows XP, Windows Vista; and the following productivity applications: MS Office 97-2003, MS Office 2007; and all mainstream virus and malware utilities. iTOK also offers MP3 and digital/video image management with limited expertise in Mac OS systems.