Frequently Asked Questions
Straight answers to common questions. Don't see yours? Text me.
Getting Started
How do I get started?
Text me at (970) 305-5125. Tell me what's going on or what you need help with. We'll have a quick conversation, and I'll let you know if I can help and what it'll cost.
What should I do before you arrive?
Not much. Just make sure I can access your computer/system. If you have passwords written down somewhere, have them ready. If there are specific symptoms or error messages, try to remember when they started.
Can I just drop off my computer?
Yes, drop-off service is available in Greeley. Text me first to coordinate timing, then drop it off when convenient. I'll let you know when it's ready for pickup.
Do you offer emergency/after-hours support?
Peace of Mind managed service clients get after-hours emergency support. For others, I'll do my best to help urgently if you text me with "URGENT" in the message, but I can't guarantee immediate availability outside business hours.
Services & Support
How fast do you respond?
Text: Usually within 1-2 hours during business hours (8am-6pm Mon-Fri).
Phone: If I don't answer, I'm with a client. Leave a voicemail or text and I'll get back to you same-day.
Email: Within 24 hours, usually same-day.
Managed service clients get priority response.
Do you offer remote support?
Yes. Many problems can be fixed remotely, which is faster and more convenient for you. I use secure remote access tools and always ask permission before connecting. If it needs hands-on work, I'll come to you.
What if you can't fix my problem?
If I genuinely can't help you, I'll tell you upfront and you don't pay. If the problem requires specialized equipment or expertise I don't have (like data recovery from a failed hard drive), I'll refer you to someone who can help and explain what it'll likely cost.
Do you work on Macs?
Absolutely. I use a Mac as my daily personal laptop, run Windows all day at my IT manager job, and my home server runs Linux. I'm equally comfortable across all three platforms—macOS, Windows, and Linux. Whatever you're running, I can help.
Can you help with my phone or tablet?
I can help with setup, email configuration, connecting to your network, and basic troubleshooting. I don't do phone repairs or screen replacements—those are better handled by specialists.
What's your service area?
Primary area (no travel fee): Greeley, Windsor, Loveland, Evans, Milliken, Johnstown, Eaton, LaSalle, Ault, Fort Collins.
Extended area (travel fee may apply): Timnath, Wellington, Berthoud, Severance.
Remote support: Available nationwide (current clients in AZ, IA, MT, FL).
Pricing & Billing
What are your rates?
Rates vary by service type—residential support, business IT, and managed services each have their own pricing. Visit my pricing page for current rates, or contact me for a custom quote. My rates are competitive—still below what larger IT firms charge, but reflect 20 years of experience.
What's included in the first free hour?
This isn't just a consultation—we'll start fixing your problem. The consult itself is free; if you want me to continue hands-on, it's at my standard rate. If I can't help you or we're not a good fit, you don't pay anything.
Are there any hidden fees?
Nope. You pay for my time and any hardware/software you approve in advance. No trip charges, no "diagnostic fees," no surprise bills. If something will cost extra, I'll tell you before I do it.
Do you require long-term contracts?
No. Monthly packages are month-to-month after the first month. Hourly work has no contract at all. I'd rather earn your business every month than lock you in.
What payment methods do you accept?
Credit/debit cards, ACH bank transfers, checks, and cash. Monthly packages are billed automatically on the 1st of each month. Hourly work is invoiced after completion.
Residential Services
Do you work with residential clients or just businesses?
I work with both. My primary focus is small businesses (about 70% of my time), but I also help residential clients with computer issues, network problems, and tech setup. Check out my Home Tech Services page for residential pricing and details.
What's included in the free consultation?
The free consultation helps me understand your situation. If I can solve it quickly during that call, great. If you need hands-on work, I'll give you a clear quote before we start. If I can't fix it, you don't pay for my time. In 20 years, that's only happened a handful of times.
How does residential pricing work?
I offer two options: on-demand hourly support (billed in 15-minute increments after the first hour) or a Home Tech Peace of Mind monthly package that includes support hours, free quick phone/text questions, and discounts on additional hours. See the residential pricing section for current rates.
Do business clients get priority over residential clients?
Yes, business clients with monthly packages get priority scheduling because downtime costs them money. However, I have designated slots for residential work and can often accommodate same-day or next-day service for households.
What areas do you serve for residential work?
Primary service area (no travel fee): Greeley, Windsor, Loveland, Evans, Johnstown, Fort Collins. Extended area (+$25 travel fee): Timnath, Wellington, Berthoud, Severance. Remote support: Available nationwide (current clients in AZ, IA, MT, FL).
Managed Services
What's the difference between Essential and Peace of Mind packages?
Essential is for smaller setups (1-5 computers) that need basic support, health checks, and planning. Peace of Mind adds proactive monitoring, monthly on-site visits, backup verification, and after-hours emergency support. Most businesses choose Peace of Mind because downtime costs more than the price difference. See the managed services section for current pricing.
Is on-site work included in monthly packages?
Peace of Mind includes one monthly on-site visit for routine maintenance. Additional on-site work for problems or projects is billed at a discounted hourly rate for managed service clients. Essential includes remote support only, with on-site work billed separately.
What happens if I need more than what's included?
Any work beyond your package is billed at a discounted hourly rate. I'll always tell you if something will cost extra before I do it. Most clients find the monthly packages cover 90% of their needs.
Can I switch packages later?
Yes. You can upgrade or downgrade at any time. Changes take effect at the start of the next billing cycle.
Do you offer a money-back guarantee?
Yes. New managed service clients get a 30-day money-back guarantee. If you're not happy in the first month, I'll refund your money, no questions asked.
Data & Security
Will you see my personal/business data?
In the course of fixing problems, yes, I may see your files and data. I treat everything as confidential and never share it with anyone. I only access what's necessary to do the work. If you have especially sensitive data, let me know and we can discuss additional precautions.
Do you provide backups?
I'll set up and verify backup solutions (local and/or cloud), but you're responsible for maintaining them and for the cost of backup storage. I strongly recommend backups and can help you choose the right solution, but ultimate responsibility for your data backup lies with you.
Can you recover my data if my hard drive fails?
If you have backups, yes. If you don't have backups and the drive has physically failed, you'll need a specialized data recovery service—these can be expensive and aren't guaranteed to work. This is why I'm so pushy about backups.
How do you protect against ransomware and viruses?
Multiple layers: up-to-date antivirus, proper system updates, email filtering, user education, and verified backups. Managed service clients get proactive monitoring and automatic updates. No security is perfect, but I focus on practical, effective measures.
Still Have Questions?
Don't see your question here? Just ask. I'd rather answer your question than have you wonder.
Text Me: (970) 305-5125