How Grimace Remote computer support works
Remote support means I connect to your computer over the internet, with your permission, and work on the task while you watch. There's no house call and no dropping the computer off. Here's exactly what happens, from your first message to the end of the session.
Available 7 days by appointment. Windows and macOS. $89 per hour.
What you'll need
- A Windows PC or Mac that turns on and connects to the internet
- A few minutes to click the connection link at the start
- Any passwords the task might need, typed in by you
- A description of the task or problem in your own words
What can usually be done remotely
- Software installs, updates and errors
- Email and Microsoft 365 setup
- Cloud storage and file organisation
- Slow computer investigation
- Suspicious popups and unwanted software
- Documents, forms and online accounts
- Settings and user accounts
- Small business admin tasks
- Website related computer tasks
Before, during and after a session
- 1
You send a request
Use the contact form or email support@grimaceremote.com.au and describe what's going on. I reply by email with appointment options. Support is available 7 days by appointment, not on demand.
- 2
You start the connection
At the appointment I send a secure screen sharing link. You open it and approve the connection. Nothing needs to be installed in advance, and nothing starts without your permission.
- 3
We work through it together
You see everything on your screen as I work. I explain what I'm doing, and you can ask questions or end the session at any time.
- 4
Access ends when we finish
When the session closes, my access ends. I can't reconnect later without you starting a new session. You'll get a summary of what was done and any next steps.
Your privacy during a session
I only look at what the task requires. If a password is needed, you type it in yourself. I don't copy or keep your files unless you ask me to as part of the job. The full details are in the privacy policy.
Pricing and no fix, no fee
Remote support is $89 per hour with a one hour minimum. Additional time is billed in 15 minute blocks, and you're told before work continues past the first hour. No fix, no fee applies when I can't make meaningful progress on the agreed issue. Conditions apply and are set out in the terms.
What can't be done remotely
Remote support covers a lot, but not everything. If your request falls into one of these areas, I'll say so before we start rather than after.
- Hardware repairs, part replacements or physical cleaning
- Computers that won't turn on or can't get online
- Anything you haven't given permission for
Pricing
$89/hour
One hour minimum, then 15 minute blocks. You're told before work continues past the first hour. No fix, no fee when I can't make meaningful progress on the agreed issue.
No fix, no fee conditionsCommon questions
How does remote computer support work?
You book an appointment, open a secure screen sharing link and approve the connection. I then work on the task while you watch, and the connection ends when the session finishes.
What cannot be fixed remotely?
Anything physical, such as broken screens, failed drives or computers that won't power on. Computers that can't connect to the internet also can't be reached remotely.
Do I need to install software before the appointment?
No. I'll send a secure link at the start of the appointment, and you approve the connection then. There's nothing to prepare beyond having the computer on and connected.
How much does remote support cost?
$89 per hour with a one hour minimum, then 15 minute blocks. You're told before work continues beyond the first hour. Larger business tasks can be quoted first.
Do you provide support in Lakes Entrance and across East Gippsland?
Yes. Because support is remote, it's available in Lakes Entrance, Paynesville, Orbost, Sale and anywhere across East Gippsland and wider Gippsland with a working internet connection.
Related remote support
Computer problems rarely stay in one box. These pages cover the areas that usually come up alongside this one, or head back to remote computer support in Bairnsdale.
Tell me what's going on
Based in Bairnsdale and supporting East Gippsland and wider Gippsland remotely. Describe the problem in your own words and I'll reply by email with appointment options.