Frequently Asked Questions:
For issues relatively simple, hassle free remote support can be provided for a quick and convenient experience. Remote support will be provided via phone, chat, message, email, and in the event JVDigital needs access to your device remotely, this will be facilitated via Teamviewer, Microsoft Remote Desktop or similar.
The cost will be determined on a per situation basis, oftentimes it is difficult to provide an upfront cost as some issues are complex and require a number of troubleshooting steps to determine the cause and resolve, especially for issues that are intermittent or are unlikely to present under normal usage scenarios.
Remote support:
In order to provide a rough estimate, 1 hour of remote support is offered at a flat hourly rate of $90, with a minimum engagement charge of 0.50 hours ($45 for 30 minutes).
Onsite Support:
In some cases, if an issue cannot be resolved remotely, or the issue could be caused by a range of external factors, JVDigital will need to assess the device or environment in person to perform further troubleshooting, this could involve an on-site visit or collection/drop off of the device – Please note, all government health advice and precuations must be followed.
Onsite remote support is offered at a flat hourly rate of $110 per hour, with a minimum engagement charge of 0.50 hours (for example, $55 for 30 minutes).
Remote support is currently provided on an appointment basis.
To request a time for remote support, simply call or email and a time will be made to assist you.
JVDigital can reinstall your operating system, whether you are running Windows, Mac OS or Linux (selected distributions only).
We are often requested to simply reinstall the operating system to resolve an issue, while a fresh reinstall of the operating system is a great way to improve performance, it may not address the underlying condition alone.
In cases where the device is several years old and booting from a single spinning disk (ie, a normal hard drive) it is worth considering replacing the hard disk for a solid state drive (SSD).
While SSD’s do cost slightly more than ordinary hard drives, they contain no moving parts and can proccess read/write requests up to 10x faster, results in a a very healthy boost in performance.
For systems with 4GB to 8GB of RAM or less (usable system memory), most devices will accomodate additional capacity to improve performance and multitasking capabilities.
In the event the operating system needs to be reinstalled:
If the system is functional and has not suffered from data corruption, we can recover your documents, pictures, desktop items, browser history, application data and emails in most cases.
Items that cannot be recovered in usual circumstances (Windows devices only):
Please be advised: Following a fresh perating system install, you may need to reinstall any applications you previously had.
In the event you are upgrading to a Solid State Drive (SSD):
A direct migration of your existing operating system including files and settings can be cloned to the new drive, this means you’ll recieve your device back with everything exactly as you left it with a healthy performance boost.
Yes, JVDigital is able to assist you with setting up regular file or system backups (or both).
The options available will depend on the type of device you have and how much data needs to be backed up.
The problems your computer is presenting could be because of an underlying network issue. JVDigital can assess network problems remotely or in person and make the necessary adjustments or recommendations.
JVDigital specialises in small and medium scale internal networks including Wifi access points.
JVDigital can supply and configure routers, ethernet switches, firewalls and wireless access points if required.
The 30 day complimentary remote support period is provided free of charge and is in additional to the standard warranty provided with new hardware.
Frequently Asked Questions:
Remote support will be facilitated via Teamviewer Remote Connection, phone call, direct message or similar. For a support requests where JVDigital will require you to provide a remote connection to your PC, you will be expected to be connected to your home network with a stable internet connection.
The 30 days complimentary remote support is subject to fair use conditions, the support provided is to assist you with becoming acquainted with your new PC.
Typical scenarios covered under the complimentary remote support:
Remote support is currently provided on an appointment basis.
To request a time for remote support, simply call or email and a time will be made to assist you.
After 30 days has past from the delivery date of the new JVDigital supplied PC, complimentary remote support will expire.
From thereon, support will only be provided at a fixed hourly rate for or per-job rate depending on the circumstances and preference will be given toward the cheaper option, this support could be provided remotely, or onsite (subject to Victorian Government Health Advice)
In many circumstances, the 30 day complimentary remote support does not cover connecting and setting up 3rd party systems to your new PC unless they are also supplied by JVDigital.
If you need to set up one of the below items, please consult the manufacturer instructions, this includes but not always limited to devices such as:
In most cases, support cannot be provided for the following software:
*Except in the event these products or services have been supplied to you by JVDigital alongside a new PC
Remote support will strictly not be provided under any circumstances for the following requests
