Frequently asked questions

We make on-site visits in Montréal and the surrounding area. Neighbourhoods and municipalities covered without a surcharge: [TBD]. For remote support there is no geographic limit: we help anywhere in Québec by screen-share, with no travel fee. If you're not sure whether you're in our area, call and we'll tell you right away.

Yes, and it's often the fastest and cheapest way to fix a problem. Anything involving software, accounts, settings, email or backups works well remotely. There's no travel fee in that case: just the $100/h rate. Some things genuinely need a visit — moving a router, plugging in hardware, replacing a drive — and for those we come to you.

Most common requests — Wi-Fi troubleshooting, cleaning up a slow computer, setting up a phone or a printer — take one to two hours. A full migration to a new computer usually takes longer, because the data has to be copied and everything checked afterwards. We give you an estimate before starting and tell you if it changes along the way. Typical wait for an appointment: [TBD].

Three things help a lot. First, note what isn't working and roughly since when. Second, gather what you have on hand: the Wi-Fi password, the device itself, its cables and charger. Third, if you know your account logins (Apple, Google, Microsoft), keep them within reach — we don't always need them, but not having them can stop a repair cold. Don't worry if you can't find them: we'll help you recover access through the official process.

Yes, both, at the same rate. We also work on iPhones, Android phones, iPads and Android tablets, as well as routers, printers, smart TVs and connected devices. If you have a mix of devices at home — most families do — we get them working together.

$100/h for everything: troubleshooting, setup, lessons, on-site or remote. There's no different rate depending on the device or how hard the problem is. Minimum billing is one hour; beyond that, time is counted in [TBD] increments. Applicable taxes: [TBD]. We give you a time estimate before starting.

Yes: $75 per on-site visit, a flat amount added to the $100/h. It covers the round trip and parking. There is no travel fee for a remote session. Conditions outside the usual service area: [TBD].

The first call is free: tell us what's happening and we'll say honestly whether it's something we can fix, roughly how long it should take, and whether a visit is needed at all. Once the work starts, diagnosis time is part of the job and is billed at the normal $100/h rate, like everything else.

Accepted payment methods: [TBD]. Payment is made at the end of the visit, once you've seen the result. You receive an itemized receipt showing the time billed and the travel fee, if one applies.

Some problems come down to failed hardware or an outage at a provider, and no amount of on-site work will fix them. When that happens we tell you quickly rather than running up hours: you'll know what's wrong, what a repair would cost elsewhere, and whether it's worth it. Our billing policy when a problem can't be resolved: [TBD].

You call us, we send you a link by email or text, and you click it. A small program opens and shows us your screen. We stay on the phone with you for the whole session: you see every click we make, you can take back the mouse at any point, and closing the window ends the connection. Nothing stays installed afterwards.

During the session we see what's on your screen — exactly as if we were sitting beside you. We don't open your personal documents, photos or email without asking, and we don't copy anything. The connection only exists because you clicked the link, it ends when you close the window, and we cannot reconnect afterwards unless you invite us again. A good habit: close sensitive documents before the session, the same way you would before a visit.

Three things: the device that's giving you trouble, a working internet connection, and a phone so we can talk while we work. That's it. There's nothing to install in advance — we walk you through it step by step, slowly if needed. If the device has no internet access at all, remote support can't work, and that's one of the cases where a visit is the answer.

Yes, and it's part of the job, not an extra. We explain what we're doing while we do it, in plain words, and we'll go over it again without impatience if it doesn't land the first time. If it helps, we leave the steps written down on paper before we go. Nobody is "bad with technology" — usually, nobody has taken the time to explain it.

Yes, and it's very common. You call us, explain the situation, and we agree on a time with the person concerned. We always confirm the appointment directly with them before showing up, so they know exactly who is knocking and why. You can be there or not — plenty of adult children follow the visit by phone from another city.

Yes. A lesson is a session spent on what you want to learn rather than on a breakdown: sending an email with an attachment, making a video call with the grandchildren, organizing your photos, shopping online without getting caught. It happens at your place or remotely, at the same $100/h rate, and there's a two-hour package built exactly for it. We go at your pace, on your own devices.

Three signs are almost always enough. One: they contacted you — a phone call, a pop-up warning, an email announcing a virus. A real IT company does not call you to say your computer is infected. Two: they push you, they talk about urgency, they tell you not to hang up. Three: they want an unusual payment — gift cards, wire transfer, cryptocurrency. If you see any of these, hang up or close the window. You owe no one an explanation. Then call us: checking whether anything actually happened takes us a few minutes, free.

Rarely, and never by email or text. Some tasks require signing in to your account: when that happens, you type the password yourself, on your device, while we look away. We don't write them down and we don't keep them. If someone claiming to be us asks for a password in writing, it's a scam: hang up and call us directly.

No. Your files stay with you, on your devices and in your accounts. When a job requires a temporary copy — moving your data to a new computer, say, or before replacing a drive — we tell you in advance, the copy exists only for that transfer, and it's erased once you've confirmed everything arrived safely. What you send us through the contact form is covered in our privacy policy.

The site and the contact-form processing are hosted on Amazon Web Services in the Canadian region in Montréal (ca-central-1). Messages sent through the form are not stored in a database: they go straight to our mailbox. The delivery network that serves the pages is global, and if you accept analytics, those are processed by Google Analytics outside Québec — which is exactly why we ask for your consent. Full details are in our privacy policy.