Question 1

What's covered by a plan?

Accepted Answer

Every plan covers general troubleshooting, virus and malware removal, software installation and configuration help, and basic cybersecurity guidance. Higher tiers add more remote calls, on-site visits, faster response times, and monthly security check-ups.

Question 2

Do you support both PC and Mac?

Accepted Answer

Yes. We support Windows PCs and Apple Macs, including setup, troubleshooting, updates, security, and everyday issues on both.

Question 3

What's not covered?

Accepted Answer

Replacement parts for failed hardware, data recovery from physically damaged drives, third-party software license fees, setting up a brand new PC from scratch, and network or server work beyond a home or small-office router.

Question 4

Is there a contract?

Accepted Answer

No lock-in contract. All plans are billed month-to-month. A one-time $99 onboarding fee applies per enrolment.

Question 5

What does the $99 onboarding fee include?

Accepted Answer

It includes a first on-site setup visit, on any plan, where a technician comes to you in person, audits your device, and gets your plan active, plus your account setup. It's charged once per enrolment and fully refunded if you're not satisfied.

Question 6

What happens if I cancel or my plan lapses?

Accepted Answer

If your plan isn't renewed, support reverts to our standard hourly rate rather than your plan's included calls and visits.

Question 7

What if I use up my included calls or visits?

Accepted Answer

Once you've used your plan's included remote calls or on-site visits for the month, further support is billed at our standard rate, or you can upgrade to a higher tier.

Question 8

Is Max's unlimited remote support really unlimited?

Accepted Answer

Max includes unlimited remote calls under a fair-use policy. It's designed for genuine ongoing support needs, not as a substitute for a one-off large project.

Question 9

Do you service areas outside Sydney?

Accepted Answer

On-site visits are currently available across Sydney. Remote support is available wherever you are. We plan to expand on-site coverage over time.

Question 10

Can I cover more than one device?

Accepted Answer

Yes. Add extra devices to any plan at a flat monthly add-on rate per plan.

Questions, answered

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