How it works
When you contact our Premium Care remote support call centre, we will first assess whether your problem can be fixed remotely. If so, one of our technicians will access your computer, with your permission, using special software.
You’re always safe and in control
When you connect to our online support center, you are initiating an encrypted connection between your computer and the technician’s computer, creating a unique one-to-one session that no one else can view or access. This ensures your security and privacy.
In addition, you are in control the whole time. Only you can initiate a remote support session. During your session you will see the technician using your cursor to locate and fix problems. At any time you can resume control by simply moving your mouse, or end the session by closing the support window on your desktop.
Remote support services
Remote support is available 24 hours a day, 7 days a week for:
- Desktop and notebook computers
- Operating systems
- Software applications
- Third party home networking devices (routers, modems, game systems)
- Peripheral devices (scanners, printers, external storage devices)
- External devices (digital cameras, MP3 players)
Eligibility
To access Premium Care remote support you must:
- reside in Canada (service available in English only)
- have a valid Visa® / Mastercard® / American Express® credit card OR TELUS residential phone or High Speed Internet service
- have a Web browser that supports 128-bit or 256-bit encryption
- have a computer that meets minimum system requirements
Remote support does NOT provide:
- Hardware-specific servicing (inoperable hardware such as defective motherboard, hard drive, optical drive, printer, etc.)
- Advanced training on complicated applications or less mainstream operating systems (e.g. Web site design, media content development, Linux)
- Support of any kind for Mobility related products (mobile phones, PDAs, etc.)
Pay per use
Remote support covers a wide range of technical problems involving third party computers and software. Services are provided at fixed prices so you’ll know up front how much you will pay regardless of how long it takes us to help you. And if we can’t help you - you don’t pay.
| SERVICE | PRICE | INCLUDED WITH PC SUBSCRIPTION |
INCLUDED WITH MAC SUBSCRIPTION |
|---|---|---|---|
| Subscription Service (1 computer) |
$15 per month or $180 if paid via credit card | ||
| Mac OS X 10.5 Tutorial | $40 | Yes | |
| Facebook Setup | $40 | Yes | Yes |
| System Tune-up / Virus and Spyware Service | $80 | Yes | |
| Basic Spyware Service | $40 | Yes | |
| Operating System Service | $80 | Yes | |
| Software Installation or Service | $40 | Yes | Yes |
| Network Setup & Security | $60 | Yes | Yes |
| Peripheral Device Installation or Service | $40 | Yes | Yes |
Subscription Service
Our subscription offers unlimited access to the services offered for your computer. See our service list to determine which services are included in your subscription. Each subscription covers a single computer.
Available for PC or Mac.
Facebook Setup
Our technicians will cover the following topics:
- Creating and customizing profiles
- Receiving and sending messages
- Posting notes to the wall
- Configuring privacy settings
- Searching for profiles of friends and family
- Joining networks
- Adding photo albums
- Inviting friends to an event
- Configuring your notification settings
- Customizing your News Feed
Mac OS X 10.5 Tutorial
Get the most out of your new Mac with the Mac Basics Tutorial. This 30 minute introductory tutorial covers:
- Keyboard short-cuts
- The Finder
- Quick Look
- Time Machine
- iChat
- Spaces
- Safari
- Parental Controls
System Tune-up / Virus and Spyware Service
A technician will optimize your PC to help keep it running at peak performance. Including removing temporary files, clearing out unused start-up programs, configuring Windows updates, updating and running anti-spyware and antivirus software and definitions, system optimization and removing unnecessary processes.
Basic Spyware Service
A technician will work with you to diagnose and eliminate a single Spyware related issue within your system and clean out running processes and temporary files hat are detrimental to system performance.
Operating System Service
Our technicians resolve more complex problems caused by your operating system. Examples include: resolution of driver conflicts, application failure, operating system management, and hardware installation.
Software Installation Service
A technician will install, uninstall, set up or configure any one software application, including security, browser, email, gaming applications and more. Includes installation or download (customer initiated) of software from the Internet or a CD-ROM, software set up and configuration, and removal of potential software incompatibilities. Service excludes operating system installation. Software not included.
Network Setup & Security
A technician will set up your network, including wireless security for PCs and other network devices and simple file and print sharing. Includes hardware and software setup, firewall configuration and security, simple file / printer sharing for up to two PC’s / laptops. Does not include hardware or cables.
Peripheral Device Installation or Service
A technician will configure and connect an external device to your computer such as a monitor, speakers, printer; media card reader, digital camera, etc. The remote service is primarily designed for printer installations.
