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FREQUENTLY
ASKED QUESTIONS
Q: How can you afford to offer these Benefits at such a low cost?
A: Elite Tech Support 24/7 is a wholesale provider of these Benefits to preferred clients of large companies. We do not market directly to the general public. Therefore, we do not have typical expenses for sales and marketing, allowing us to pass along a significant dollar savings to individuals that were offered our services.
Q: Is there a contract for membership?
A: No, your membership to Elite Tech Support 24/7 is month-to-month and you may cancel at any time. We want you to remain a member because you see the value and savings, not because of any long-term contracts!
Q: Can anyone in my family use the Benefits?
A: Yes, immediate family members in the home are included.
Q: How do I cancel my membership?
A: Simply go to elitetechsupport247.net/contact.htm and enter your phone number and zip code to cancel. If it's within the first 14 days, your membership will be stopped immediately, and you will receive a full refund. After 14 days, your monthly billing will be stopped, but you will enjoy your membership until the end of the current term, and you will not be billed the following month. You may also call 800-875-8173, and follow the prompts to cancel.
Q: How does the Money Back Guarantee work?
A: After you receive your Welcome email with your benefit cards, you will have 14 days to cancel your subscription and receive a full refund. Your credit card will be refunded and your access to our valuable Benefits will be terminated.
Q: Who do I contact with questions about my benefits?
A: Your Membership Website has an 800 # listed on the site that is available for questions 24 hours a day, 7 days a week. The benefit representative will be able to answer questions.
Q: Can I refer someone else to this website?
A: Yes, you may forward our website to friends and family.
Q: Can I call you with questions before I purchase?
A: No, we don’t have phone-based sales agents available to answer questions. In an effort to provide the most affordable Tech Support service on the market to our clients, we keep our costs low by only responding to sales questions online. If you have questions not answered in our FAQ, please email us and we will get back to you within 24 business hours. Don’t be surprised if your question isn’t included in our future FAQ’s!
Q: How does your Tech Support work?
A: Elite Tech Support 24/7 makes technology work for you and provides immediate support when you have a problem or a new project. We remotely handle issues ranging from virus and malware removal, antivirus and security software issues to home networking, computer tune-ups, troubleshooting email problems and more. We can back up your data on the cloud and configure your smartphones and tablets. We offer three easy to use solutions:
1. Phone: Our award-winning technicians can solve the majority of problems remotely over the phone.
2. Internet: Using state of the art technology, our 4-star technicians can fix the problem through live chat and remote screen sharing.
3. Onsite Support: If a remote technician cannot resolve the problem, a local technician can be dispatched to resolve your problem at your home or office. Our nationwide network of technicians is the largest in the United States, consisting of 14,000+ trained and insured support technicians that are available for dispatch as soon as the same business day to resolve virtually any computer, network or peripheral problem. Includes service discounts of up to 60% off!
Q: How does this work after I sign up?
A: Upon submitting your information, you will receive a welcome email that will contain your Membership Website, Group Number and Membership Number. Simply go to the site, enter the requested information, and review the site for a more in-depth understanding of all your benefits. Please print the card located within your welcome email and keep the card in your wallet or purse for quick reference.
Your credit card will be charged only $14.99 each month you wish to remain an active member. This is more than a 50% savings on most Tech Support providers, and typically it will cost you less to keep this program for a full year than if you contacted any local or national Tech Support company and had any number of services done. The best part is your membership gives you unlimited help.
And, if you wish to cancel your membership at any point, you can call our 800 number on your membership card or visit our website and you will be cancelled immediately, with no questions asked.
Q: How can I cancel my membership?
A: You may cancel at any time, no questions asked. Please do not contact your bank to cancel your membership.
Your membership is on a month-to-month basis. You may cancel at any time by calling the phone number on your Welcome email, or simply clicking the Cancel button on your profile page, and you will not be charged the following month – no questions asked.
We believe, however, that once you use our Telemedicine service and see the convenience and cost savings of no co-pay or deductible, we are certain you will want to keep this essential service available to you and your family.
Q: What is Anti-Virus & Spyware protection?
A: Class I antivirus, antispyware software blocks concealed programs that track a customer’s online & offline activity including password stealers, Trojans, worms, keystroke loggers, and other malware.
Q: What is a Digital Vault?
A: Application that locks up confidential files in an encrypted vault on the hard drive, safeguarding sensitive files from theft.
Q: What is a File Shredder?
A: A Software Tool ensures that no traces of deleted or sensitive files remain on a computer.
Q: What is the Self Help Database?
A: Online database providing articles and instructions on resolving over 120,000 common technology issues.
Q: How do you protect me against Anti Phishing & Spam?
A: Software blocks and filters web pages and scams that attempt to steal credit card data and other personally identifiable information on your computer system. It also blocks unwanted email.
Q: How does the Cell Phone Insurance work?
A: Cellular Telephone Protection will reimburse the member for damage or theft of eligible cellular wireless telephones, subject to the terms and conditions. This is a $200 benefit that may be used 2x annually with a $50 deductible.
Q: How does the Remote technician take control of my screen to fix the problem?
A: Our trained technician will send an electronic authorization form to you via the internet or over the phone. Once you authorize the technician to fix the problem, your computer system will connect to our software based program allowing our technician to view your screen remotely and fix the problem while you watch. At any time you can take back control of your system by simply moving your mouse. You no longer have to pack up your system and deliver it to the repair shop. This solution is safe, easy, and immediate.
Q: Is Remote Screen Sharing safe and secure?
A: The system uses 128 bit encryption to ensure Remote Screen Sharing is secure and safe to use. You as a client must initiate and authorize Remote Sharing prior to any sharing taking place. Once you authorize Remote Screen Sharing, our technicians only fix the problem you requested, and you can take back control of your system, at any time, by simply moving your mouse. At the end of a session, the screen sharing program is immediately removed from your computer. The removal of the software takes approximately 30 seconds.
Q: Are your technicians qualified?
A: Our remote repair technicians won PC Magazine's editor's choice award, and all our onsite technicians must maintain a 4-star rating. Moreover, all remote support technicians are based in North America. Specific qualifications include: MCSE (Microsoft Certified Systems Engineers) A+ certification, Level I, Level II, and Level III.
Q: What can your Technicians fix remotely or over the phone?
A: Our technicians can fix most software and system problems remotely. If our technician determines that your system has a hardware issue, an onsite technician can be dispatched (additional fees may apply).
Q: Can remote support connect through dial-up?
A: Yes, but if you are connected to our system via a dial-up connection it will take longer to fix your problem due to limited connection speed. PC's that are over 4 years old or systems running Windows 98 or ME are also less stable and may be more difficult to fix remotely with a dial-up connection. If you have a dial-up connection, we recommend you call our technical support service.
Q: Do you have technicians that can come to my home?
A: Yes, we have over 10,000+ certified and insured technicians that can fix the problem for you in the comfort of your home. Most onsite support calls can be completed next business day.
Q: Can your technicians help me fix my older computer?
A: Yes, we can help fix any computer; however, the older the system, the more complex the problem may be and the more time it may take to fix the problem. Computers over 4 years old or using operating systems prior to Windows 98 may be best fixed using our onsite support division. Our onsite division can also show you a way to purchase a NEW computer for the same price to fix your old system.
Q: What is your 100% satisfaction guarantee for onsite support?
A: All purchases of onsite service include the 100% satisfaction guarantee. If you are unhappy with the service performed by the technician, please contact us within 48 hours of receiving service to take advantage of the guarantee.
Q: Is my data secure?
A: Yes, in fact your data is not just encrypted, it is encrypted with a key (or password) known only to you. Therefore we do not know anything about the information you store with us, we only see sequentially numbered containers of encrypted data. We encrypt your data at every stage in the process - from uploading to storage to downloading again. This process ensures complete security and privacy at all times.
Q: How long will the backup take?
A: For the typical home user on a regular DSL/Broadband connection, data uploads range from around 10GB-15GB per 24-hour period. This calculation assumes that no other upload-intensive tasks are running at the same time. Upload speeds will vary greatly depending on your geographical location and bandwidth. Users with a lot of data that will compress and de-duplicate well, or those residing on a very fast internet connection may experience far superior upload speeds - in excess of 40 to 50 GBs per day and more. At the same time, users in remote areas or those with slow connections could experience slower upload speeds than described.
Q: What if I forget my Data Backup password?
A: At the time you create your Data Backup password, you will also be prompted to create a password hint. The creation of a password hint is not mandatory, however it will be your only clue should you forget your password. If you choose to create a password hint, we advise you to create one that is informative enough so that you will remember, but not so obvious that anyone may guess. We have created a true 'zero-knowledge environment', meaning that nobody, including our employees, will ever know what you are storing. We can maintain this environment because at no time will anybody know your password (or the answer to your password hint) except you.
Q: How does the Sharing feature work?
A: You can use Secure Data Backup to securely share files with friends, family, clients or co-workers. You can share any file that is already backed up on our servers. To share a file go to the Sharing tab on your Secure Data Backup software, click to create a sharing room name, and then create a password (optional) for that room and select the files that you wish to share. We will provide you with a website URL that you can distribute to those that you wish to share the files.
Q: Does Secure Data Backup delete files if I delete them from my computer?
A: No. We never remove content from your backup without you explicitly requesting it. If you delete something from your computer, we will move the deleted item to the garbage bin display that appears under that computer. Deleted items stay in the garbage bin perpetually -- until you decide to intentionally remove them.
Q: What is the file shredder and how do I use it?
A: When you delete files from your computer, they are not really deleted. Cyber criminals can restore and recreate deleted files from discarded or stolen computers. We provide you with a file shredder program, which permanently deletes files from your computer. This feature is located within the BitDefender software. To access the file shredder, you must first download and install the BitDefender software. After you have installed the software, go to the "Tune Up" tab and select "File Shredder".
Q: On how many computers can I install the BitDefender software?
A: You can install the software on one computer per member.
