Frequently Asked Questions

1. What is Charlie’s PC Protection?
2. I already have antivirus software. Isn’t that enough?
3. What are my payment options?
4. If I choose to pay monthly, how will I be billed?
5. If I choose to pay yearly, how will I be billed?
6. How do you log into my computer?
7. What are my “preferred times”?
8. What if I am using my computer when you log in?
9. How do I change my preferred times?
10. What if I get a virus or malware that cannot be repaired through remote service?

1. What is Charlie’s PC Protection?

Viruses and malware are becoming increasingly sneakier. They can spring out of nowhere and ruin your day (not to mention your files, photos, music, movies, and games!) Regular checkups will prevent problems such as viruses and malware and keep your computer up and running when you need it.

Charlie’s PC Protection can take care of this for you. Using state-of-the-art tools, we can perform the check-ups and maintenance your computer needs to stay healthy. Best of all: we can do it remotely! That means we can run scans and repair problems whenever is most convenient for you and at only a fraction of the price of an on-site visit or repair. For a list of benefits and features, take a look at the Charlie’s PC Protection homepage

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2. I already have antivirus software. Isn’t that enough?

No. Although keeping your virus scanners up to date and running regular virus scans is important (that’s why we include it in all three of our protection options) that is only one piece of the puzzle. Software virus scans are imperfect. They frequently miss new viruses and can often become a victim of the very malware they are trying to protect you from. We often see malware disable all the antivirus software on a computer without the user even knowing until it was too late.

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3. What are my payment options?

Your bills will be received via email. We can bill you each month or you can save some money by paying for a year in advance.

You can pay using a credit card through Google Checkout or PayPal (the links are provided in the emailed bill). Checks are also accepted through the mail.

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4. If I choose to pay monthly, how will I be billed?

Each month, when your bill is ready to pay, we will send you an email with a link to view your bill. When you receive the email just log in using the link provided to view and pay your bill online using your credit card.

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5. If I choose to pay yearly, how will I be billed?

If you choose the annual option, you will get your initial bill via email (with a link to view and pay your bill) right away and in a year, when it’s time to renew, we’ll send you another one. If you don’t want to keep using the service, you can cancel before the end of your plan.

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6. How do you log into my computer?

We use remote desktop software called GoToAssist which lets a technician log in to and interact with your computer exactly as if they were sitting in front of it. During your introductory session we will install this software on your computer. Just make sure your computer is turned on and connected to the internet and we’ll do the rest!

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7. What are my “preferred times”?

One of the main goals of Charlie’s PC Protection is convenience. For that reason, we have a system that allows us to log in to your computer remotely. For your convenience (and ours) we like to be able to schedule a time when we can log in and maintain your computer that won’t interrupt you. During the introductory session we will go over the best times for us to work and then we will only log in during those times.

Of course, the more time available your computer has, the easier it is to schedule your visits. It works best if you can specify a day (or days) of the week and a range of times. For example: “Tuesdays and Thursdays before 5:00pm” or “Weekdays between 9 and 5″.

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8. What if I am using my computer when you log in?

You also have the ability to enable or disable remote access at any time. When we log in to your computer you will get a message on your screen telling you that we are attempting to connect. You still have full control so if it is not a good time you can choose to not allow access and we’ll try again at another of your preferred times.

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9. How do I change my preferred times?

If your schedule changes and you need to make adjustments to your service times, just contact us. We’ll work with your schedule to find a time that is convenient for you.

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10. What if I get a virus or malware that cannot be repaired through remote service?

Occasionally, we come across a problem that can’t be solved via remote desktop. This can be a particularly nasty virus or maybe a hardware problem. For those cases, we offer Charlie’s PC Protection subscribers a discount on all of our on-site repair services.

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