General Questions
We’ve listed our most frequently asked general questions below. Access one of the buttons below to learn more about the Home Services we offer at ZERODEGREES. Can’t find the answer you’re looking for? Contact our team and we will be happy to help. We look forward to serving you!
FAQs
Does ZD accept online payments and invoices?
Yes. We accept secure online credit card payments. Upon conclusion of your service, we will close out your appointment by collecting payment or sending you an online invoice. We will never ask for your credit card over the phone without first providing you with our security code.
What if I can’t make my appointment online?
No problem. If you are unable to make your appointment online, please call us at (888) 842-7491 and leave a message for our support team. Please leave your name, number, and email address if you have one and we will contact you in the order your call was received.
What kind of computers do you service?
We service Windows-based computers, along with Apple/Mac computers, as well as Chromebooks. The age of your hardware will determine whether or not it can be serviced in a reasonable manner. We set clear service expectations with our customers.
Our computers are running slowly and it’s frustrating. Can you help?
We certainly can. If your computer is running slowly it can be due to a number of factors. From OS updates to hardware upgrades, threat-related issues to corrupt files, to applications consuming hardware resources. We can assist in evaluating your small business network, test internet bandwidth, and assess overall network integrity.
Can our business hire you to take care of our computers on a regular basis?
Absolutely. We offer Managed Services for our small business customers, which can be offered for three, six, and twelve-month terms. The scope of support is clearly defined and outlined to ensure clear expectations and open communication.
Do I have to bring my computer in for service?
No. We highly recommend our remote support services. In fact, we can take care of the majority of our services remotely. If your issue is hardware-related there is a chance we will need to schedule an on-site or in-office appointment. We’ve built our remote platform to help reach as many of our customers as possible.
Do you charge even if you can’t fix my issue?
It depends. If our initial assessment takes less than 15 minutes (and we determine we can’t resolve the issue) you will not be charged. If the diagnosis takes 15 minutes or longer you will be charged our standard rates. We do everything we can to get your issue diagnosed as quickly as possible.
Do you still fix broken screens on phones?
We used to service broken screens on a regular basis. Due to warranty limitations put in place by manufacturers at this time, we only repair phone screens on a case-by-case basis. If we are unable to repair your screen, we will do our best to find you someone who can. We do support mobile device operating systems, backup mobile data, and can perform disaster recovery on mobile devices.
Can you help us back up our QuickBooks?
If there is one thing we’ve learned about small businesses, it’s the fact their most critical data has not been backed up properly. Studies confirm small businesses are at the greatest risk for data loss. Let us help you preserve your critical data by taking advantage of our Small Business Data Backup Service today.
What if we don’t have time to drop our computer off? Do you come to our home or pick it up?
We certainly can do both. We understand schedules are busy or that you may not be comfortable disconnecting your hardware. We are happy to pick up and drop off your device at your home, place of work, or at a public meeting point. We do charge a mileage fee (per mile) for all drop-offs, pick-ups, and on-site or in-home services.
What are your standard business hours?
Our standard hours of service and support are 9:00 AM-4:00 PM (Monday-Thursday). We do offer support outside of standard business hours at an increased service rate. Remember: We do not take walk-in appointments at our service location.
Why don’t you offer unexpected walk-ins?
Great question. Our goal is to service our customers as efficiently as possible. Technology support, in particular, requires focus and attention to detail. To provide the best service possible, we need to remain focused on our work and firm to our schedule. You’ll appreciate this when it’s time for us to take care of your needs.
Can you install threat protection software?
Absolutely. We offer industry-leading threat protection applications at an incredible cost to our customers. Threat protection is one of the core pillars of our customer support success model. Malware, spyware, and ransomware are growing at a rapid rate. Let us be your threat partner in threat protection for your home, small business, or educational institution.
Our computer won’t turn on. Did we lose files?
For years we have been helping customers recover data from devices that would no longer turn on. While we can’t resolve every issue, we have had a high success rate when it comes to recovering lost files, personal and family photos, and important financial documents. We will always take our best shot for you.
Do you offer design services any longer?
While we have a passion for design, our focus is on taking care of our clients’ support and service needs. With that said, we will never say never. If you have a design request, please contact us using our contact us form to request a quote. We can’t promise that we will accept the project, but we encourage you to ask.
