FAQ
Remote Computer Support FAQ
Straight answers about how remote support works, what it costs and how we keep you safe. This remote computer support FAQ covers what people ask us most.
Quick answer
Fasthuma Computer Repair Mac & PC offers remote computer support for home users on Windows PCs and Macs, Monday to Friday, 9 AM to 5 PM: $125 per hour (one-hour minimum, then 15-minute increments) or $150 per month for unlimited remote support on one computer with a 1-year subscription. We only connect with your permission, and you can end a session at any time.
About remote support
What is remote computer support?
A technician connects to your computer over the internet and fixes it while you watch on your screen. You don’t have to take your computer anywhere.
Who is this service for?
Home users and individuals with a Windows PC or a Mac. It is not for businesses: for business IT, visit msp.fasthuma.com or call (510) 371-9468.
What do I need for a remote session?
A computer that turns on and connects to the internet, and a phone so we can talk you through connecting.
Which remote support tool do you use?
We use Splashtop. We help you start each session over the phone. See connect to a session.
When are you available?
Monday to Friday, 9 AM to 5 PM. Book a session or call (510) 371-9201.
What can you fix remotely?
Slow computers, viruses and pop-ups, email, Microsoft 365, software installs and updates, printers, Wi-Fi, and new computer setup, on Windows PCs and Macs. See what we can fix.
What can’t you fix remotely?
Hardware problems, computers that won’t turn on or connect to the internet, and data recovery. Book a drop-off repair at cr.fasthuma.com.
Do you make home visits?
No. Remote support is done over the internet. Hardware repairs are done at our drop-off repair shop in Fremont, cr.fasthuma.com.
Remote computer support FAQ: pricing
How much is pay-as-you-go remote support?
$125 per hour. Each session has a one-hour minimum ($125), then time is billed in 15-minute increments of $31.25. There are no free minutes.
How much is the unlimited subscription?
$150 per month for one computer and one user, billed monthly for 12 months ($1,800 a year).
What is not included in the subscription?
On-site visits, hardware repair, data recovery, and software or license purchases.
Can I cancel the subscription early?
No. The subscription is a 1-year commitment and can’t be cancelled before the 12 months are up. Payments are not refundable. After the first 12 months, it continues month to month and can be cancelled with 30 days’ notice. See the terms.
Which plan is cheaper for me?
If you need help once in a while, pay as you go. If you need help more than once a month, or more than about 14 hours a year, the subscription usually costs less. See which plan saves more.
How do I pay?
Pay-as-you-go sessions are invoiced by email after the session. Subscribers sign up and pay through our online subscription link.
Safety and privacy
Is remote support safe?
We only connect with your permission, you watch the whole session, and you can end it at any time. See security and privacy.
Will you ever call me first?
No. We never call you out of the blue about a problem with your computer, show pop-up warnings, or ask for gift cards. If someone does, it is not Fasthuma.
What happens to my data?
Client data is stored securely, disposed of in accordance with industry standards, and never shared or sold. See our privacy policy.
Still have a question?
Call us at (510) 371-9201 or email info@fasthuma.com, Monday to Friday, 9 AM to 5 PM.