Frequently Asked Questions

Our Home Memberships provide peace of mind by acting as your dedicated IT department. They include free diagnostics, massively discounted set-priced repairs (capping your labor costs at $50-$70 per occurrence), a generous pre-paid Hourly Support Credit, exclusive overage rates if you need extra time, discounts on other services, and premium Malwarebytes security protection. Note: We do not proactively monitor computers, and remote support is not unlimited, but your credits and discounted rates make getting help incredibly affordable.

Our Home Memberships are designed for comprehensive, year-round care and are billed annually. They require a 12-month commitment to ensure you get the best value and ongoing support.

Yes! You can upgrade your membership at any time to get more credits or better perks. You can also downgrade or cancel your membership, however, please note that we do not offer early renewals. Memberships run on a strict 12-month cycle.

The Hourly Support Credit is the pre-paid allocation included with your Home Membership. It acts like a dedicated balance you can use to cover the cost of any of our hourly support services, whether we assist you remotely or visit your home in person.

The Repair Perk puts a maximum cap on the labor cost for many complex repairs. This allows you to replace high, fixed-price services—which could easily stack up to $200 or more—with a single, low flat rate.

No, early renewals are not available as our Home Memberships require a 12-month commitment. However, if you run out of credits, you automatically unlock discounted hourly overage rates, or you can choose to upgrade your plan.

Yes! While this website focuses on our residential Home Memberships, we offer robust commercial IT services for small to medium-sized businesses. Click the 'Commercial Services' button on our homepage to learn more.

We prioritize getting you back up and running quickly! When you submit a request, you can expect a response from us by the end of the next business day.

If you are a Home Membership holder, you can book an appointment as soon as 24 hours in advance, and you can request one directly through the Client Portal without needing an active service request first. If you are not a member, the minimum booking window is 48 hours. New clients must have an active service request submitted before booking an appointment.

We do not have a physical storefront for clients to visit. Instead, we bring the tech support to you! We offer on-site visits, secure remote support, mail-in repairs, and convenient pickup & drop-off services where our technician comes directly to your home.

It depends on the nature of the issue. If we perform a flat-rate diagnostic and approve a repair, the diagnostic price is applied to (or refunded from) the repair total — so you effectively just pay for the repair. If a repair solution is not approved or the device cannot be repaired, the flat-rate diagnostic price applies on its own. If we are working under an hourly rate and attempt to fix an issue that turns out to be unfixable, that time is still billable. We will always communicate clearly with you about the likelihood of a successful repair before proceeding.

Yes! We stand behind our work. Most of our services are backed by a universal 60-day warranty. If the exact same issue reoccurs within 60 days of our repair, we will make it right at no additional labor cost to you.

If you are located within 0–50 miles of Forest Lake, MN, we do not charge any trip fees! For locations 51+ miles away, a separate $45 trip surcharge applies per visit.

It depends on the service! Many complex tasks (like deep virus removals, OS repairs, or hardware installations) are billed at a flat rate so you know the exact labor cost upfront. General troubleshooting, smart home setup, and custom projects are typically billed at our standard hourly rate ($125/hr On-Site, $75/hr Remote for non-members). Parts are always billed separately.

We do not carry retail inventory; all parts and products are special ordered. We can help source, recommend, and procure the exact right parts for you. If we procure a large product (like a new computer), there is a 10% procurement fee. We do not charge this fee for repair parts. Note: If you are not a Home Member and request new products (like access points or cameras), a 50% downpayment or the total cost of the products (whichever is less) is required before we procure them.

Credit or debit cards are our preferred method. We accept cash (exact change only, our technicians do not carry change) and checks (must be written for the exact amount). For your convenience, we also offer the ability to securely vault a card on file using our Stripe provider to make future payments seamless.

Absolutely. We know you are inviting us into your home and trusting us with your data. All of our technicians are fully background checked, insured, and taught to treat your home or business with the utmost respect.

When you request a service, we automatically create a secure online client profile for you. This allows you to track your service history, manage memberships, and communicate with our team. If you ever wish to have your online profile deleted, simply let us know and we will remove it.

Your data privacy and security are our highest priorities. Our technicians follow strict protocols, we use encrypted remote connection tools, and we never access or share your personal files without explicit permission.

Malwarebytes is industry-leading security software that actively blocks ransomware, spyware, and malicious websites. Included with our Premium and Premium Plus memberships, it runs lightweight in the background without slowing down your computer, keeping you safe from modern online threats.