Question 1

What's included in the Business Managed Support plan?

Accepted Answer

The Business Managed Support plan covers unlimited remote and phone support, proactive maintenance and security updates, hardware troubleshooting, printer and network setup, and on-site visits as needed. You pay one flat monthly fee - no extra charges per incident or per hour. Think of it as having a dedicated IT department, without the cost of a full-time hire.

Question 2

What does "concierge IT support" mean for individuals?

Accepted Answer

Concierge support means you get personalized, patient, one-on-one help - I come to you, explain everything in clear, jargon-free language, and don't rush you. It's ideal for people who aren't tech-savvy, seniors learning a new device, or anyone who's been frustrated by impersonal tech support in the past. No call centers, no hold music, no jargon.

Question 3

Do you offer on-site visits or only remote support?

Accepted Answer

Both. Many issues can be resolved remotely with your permission, which is faster and more convenient. But some problems require hands-on work - a new printer setup, network equipment installation, or helping you learn your new device in person. On-site visits are included for Business plan clients and available for individual clients at the standard hourly rate.

Question 4

What devices and operating systems do you support?

Accepted Answer

Windows PCs are my primary specialty, but I also service Macs (MacBooks and iMacs), iPhones, Android phones, tablets, printers, TVs and streaming devices (Roku, Fire TV, Apple TV), home Wi-Fi networks, and smart home devices like Nest thermostats, Ring doorbells, and home automation systems. If you have a device giving you trouble, it's worth asking - I've seen a lot.

Question 5

Can you help with smart home and IoT devices?

Accepted Answer

Yes. Setting up and troubleshooting smart home devices - thermostats, security cameras, smart speakers, smart locks, and home automation hubs - is something I genuinely enjoy. These devices are powerful but often frustrating to configure, and I'm happy to get them working smoothly and explain how to use them.

Question 6

How does business pricing work?

Accepted Answer

Business pricing is tailored to your team size and needs - call for a quote.

Question 7

How is the $300/hour individual support billed?

Accepted Answer

You're billed at $300/hr. There's no subscription or retainer required - you call when you need help, and you pay for the time spent. I'll always give you an estimate upfront so there are no surprises.

Question 8

How do I get started?

Accepted Answer

Just call or email - there's no online form to fill out or intake process. I'll ask a few quick questions about what you need, and we'll schedule a time that works for you. For business clients, I'll do a quick assessment of your current setup before recommending a plan.

Question 9

What areas do you serve?

Accepted Answer

I provide in-person support throughout Santa Rosa, Petaluma, Sebastopol, Healdsburg, Windsor, and the surrounding Sonoma County area, and remote support anywhere in the world - so no matter where you are, I can usually get you sorted out without needing to visit in person.

Question 10

Is this a good fit for seniors or people who are not tech-savvy?

Accepted Answer

Absolutely - this is one of my favorite things about the work I do. I've worked with many seniors and individuals who feel overwhelmed or embarrassed by technology, and I take real pride in making people feel comfortable and capable. There's no such thing as a silly question, and I'll never make you feel bad for not knowing something.

Question 11

What are your hours?

Accepted Answer

I don't keep strict office hours - I stay flexible and do my best to be available whenever my clients need me, including evenings and weekends. Technology problems don't follow a 9-to-5 schedule, so neither do I. Reach out anytime and I'll work with you to find a time that fits.

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