Client Questions & Answers

What is the purpose of this site?
ComputerAssistant.com is the Internet site dedicated to providing FULL SERVICE staffing for our clients nationwide with local providers of on site computer support, repair, service and training.

How do I get support?
Basically, You fill out the New Client Registration. Then enter a service request for your required location. We review your request and confirm availability of qualified technicians for the job and contact you for a credit card deposit to cover the first hour of work. A representative will review the rates, availability, and skills of the technicians available in your area and assign the best available technician to the job. The technician will contact you to schedule the appointment and verify directions to your location. We review service reports and follow up to request feedback for our technician’s profile.

Do I need to register to open a service call?
Yes. By filling in some basic information you can track your service calls in one place and it saves you having to re-enter information with each new request. When returning to our site, you login by entering your e-mail address and your password. Here you can open new service requests, view the status of your existing requests, appointment schedules, trip reports, and view Field Service Reports completed by the technician on site.

Can I open up service calls all across the country?
Yes absolutely! This is our main business. If you have computer support requirements at multiple locations nationwide we offer full service staffing to meet your needs at all locations. You can open multiple service calls and assign your own tracking ID, check the status of each call online, view field service reports signed by the local contact on site, monitor parts replacement with tracking numbers, and view billing totals for each call. For more information contact us directly at 800-798-0173 and select option 1. We would like to discuss the opportunity to service your needs!

How much does it cost?
Our in home support services start at $89.00/hr. with a 1 hour minimum and in office (business) calls start at $109.00/hr with a 1 hour minimum. Exact hourly charges are determined by the type of work, location, and time frame requirements specified when booking your request. We generally do NOT charge for travel time to and from the work location unless prior arrangements are made. After registration, we contact you by telephone to place a 1 hour credit card deposit toward your account. After the first hour of service, additional hours are pro-rated and billed to the same credit card after each trip.

Is there a cancellation penalty?
There is a cancellation fee equal to 50% of the hourly rate or deposit. Jobs that require rescheduling less than 4 hours prior to appointment time are also charged a cancellation fee equal to 50% of the hourly rate. Jobs can be rescheduled without a fee if requested at least 4 hours prior to the appointment time. Jobs cancelled or rescheduled with less than 1 hours prior to the appointment time are billed for 1 hour of service.

Who sets up the appointment?
After you get the email indicating the job has been assigned, the technician will get your information to contact you directly to set up the appointment. If you do not hear from the provider within 2 hours of assignment please call us or send us an email.

How do I know that the provider can handle the work I am requesting?
Our customer service representatives have a clear understanding of provider skills based on previous jobs they have performed for us. We have the ability to reassign technicians at your request.

What if the technician does not show up for the appointment?
If the provider is late and fails to call, please call or send us an email so that we can contact the technician to reschedule or reassign the appointment.

Can I hire your technician directly?
Our providers have agreed to accept service calls and be paid by us. They have agreed to not solicit work directly from you. You will get better job performance and pricing from technicians if you allow us to manage their calls and allow us to replace them if they are not performing to your expectations.

Do you offer a technician referral service?
On large jobs where you need to hire and pay a technician (or a local technical services company) directly we can assist you with your staffing needs. We can get bids from our most qualified providers and provide you with this information in a spreadsheet so you can contact and hire them directly. For more information on this premium service contact us directly at 800-798-0173 and select option 1.

Is ComputerAssistant.com responsible for the actions of the technicians they have assigned?
Our technicians are subcontracted to do the work you have requested. We cannot be responsible for their actions. We can promptly remove or replace a provider at any time but our fee structure cannot support this type of insurance. Our providers are all independent contractors and may work for other employers as well.