FAQ

Absolutely. All Imbue Techs technicians are experienced and knowledgeable about all supported technologies.

While most of our technicians have one or more industry standard certifications, it is not a requirement. We find that certifications alone are not a good indicator of how knowledgeable a technician is. Anyone can cram for, and pass, a certification test. We value actual education, experience, knowledge, and ability above all else. Our interviewing process goes in depth to discover these things along with how well they communicate and present themselves.

We support ALL companies’ products that manufacture computers, consumer technology devices, computer-related peripherals, and software. This includes, but is not limited to, Dell, Hewlett-Packard (HP), Compaq, Apple, Toshiba, Acer, Gateway, Netgear, Linksys, D-Link, Belkin, Microsoft, McAfee, Symantec (Norton), Kaspersky, Trend Micro, Canon, Lenovo, Samsung, Webroot and Adobe.

Yes. Imbue Techs utilizes remote assistance at no additional cost. This is the easiest and most efficient way to see and resolve any issue(s) at hand. To resolve most issues, and to connect to your computer, a working internet connection is required. If your internet connection has stopped working, our technicians will assist you over the phone.

This varies depending on the nature and severity of the problem. A resolution of a basic issue may take as little as ten minutes, although most issues will take longer than that. More complex issues can feasibly take an hour or longer depending on a variety of factors. For example, malware removal takes on average anywhere from 2 – 3 hours to fully resolve. Imbue Techs works as efficiently as possible to resolve issues and answer questions. We’ll be fast, but we will never sacrifice the quality of the work that we provide.

No. Imbue Techs can only resolve issues that do not require physical repair (which are the vast majority of issues). Please keep in mind however, that we can still guide you toward a solution or act on your behalf to get whatever it may be resolved.

No. Imbue Techs has no control over and does not manage the connection between your ISP and your home.

No, Imbue Techs only offers remote technical assistance via the phone or internet. Since over 95% of issues can be resolved remotely, the service is ideal for the vast majority of issues that may occur with your technology. For the other 5% of issues, we can still guide you toward a solution or act on your behalf to achieve a resolution.

This icon is a shortcut to our “calling card” software. The calling card is a quick and easy way to chat with one of our techs and even invite them to log into your computer. It does not run unless you intentionally launch it and it does not allow us to connect to your computer without your permission. For your convenience, we strongly recommend that it remain on the system; but it can be uninstalled from your control panel just like any other program. Please also note that this software does not work with Macs (we can still connect remotely via your web browser however) or on mobile devices.

The Imbue Techs System Analyzer is a free software utility provided as a courtesy from Imbue Techs that anyone can use; this is true regardless of whether you are a Imbue Techs customer or not. It scans your computer for potential problems and simply reports the results back to you. It does not modify your system or attempt to fix any of these potential problems. If it displays any potential problems, we recommend contacting us. Just like the calling card, it can be easily removed from the system through the Windows control panel. Please also note that this software does not work with Macs or on mobile devices.

Absolutely not. The only way that our technicians can ever gain access to your computer is if you intentionally request help and then allow us to connect. We have no way of logging into your computer without your consent.

Our current hours of operation are:
Monday – Friday, 9 AM – 10 PM eastern time
Saturday & Sunday, 9 AM – 6 PM eastern time
Please note that holiday hours may differ.

Currently, Imbue Techs only provides services to customers in the United States and Canada.

Imbue Techs offers technical assistance for all computers and computer related devices in your home. This includes, but is not limited to, desktops, laptops, monitors, smartphones, tablets, routers, modems, network adapters, digital cameras, software applications, printers, multi-function machines, scanners, and networked electronics.

Some common issues that Imbue Techs supports include:

• Virus/Spyware/Malware removal
• PC Tune-Up (fixing computer slowness)
• Software installation and troubleshooting
• Internet connectivity – computers, smartphones, tablets, routers
• Home Networking – wireless and wired
• Printer/multifunction/scanner installation and troubleshooting
• General computer errors and problems – Windows and Mac
• Email and Outlook assistance
• Data backup
• Technical questions and guidance
• And many more

We fully support Microsoft Windows XP, Windows Vista, Windows 7, Windows 8, Windows 8.1, Windows 10 and Mac OS X 10.5 and above. Additionally, Imbue Techs supports mobile operating systems such as Android, iOS (iPhone & iPad), Windows Phone, and BlackBerry.

No. Unlike other services, Imbue Techs has no limit on the amount of your devices that we support or the amount of issues that you may present to us. Please do note, however, that your support will be limited to devices that you own and ones that are based out of your household.

No. Most technology problems are software related, which typically can be fixed remotely. However, problems that require physical repair or replacement of parts oftentimes cannot be fixed remotely.

Imbue Techs offers technical assistance for all computers and computer related devices in your business. This includes, but is not limited to, desktops, laptops, servers, monitors, smartphones, tablets, routers, network appliances, modems, network adapters, digital cameras, software applications, printers, multi-function machines, scanners, and networked electronics.

Some common issues that Imbue Techs supports include:

• Virus/Spyware/Malware removal
• PC Tune-Up (fixing computer slowness)
• Software installation and troubleshooting
• Internet connectivity – computers, smartphones, tablets, routers
• Home Networking – wireless and wired
• Printer/multifunction/scanner installation and troubleshooting
• General computer errors and problems – Windows and Mac
• Email and Outlook assistance
• Data backup
• Technical questions and guidance
• Windows Servers
• Network Appliances
• And many more

We fully support Microsoft Windows XP, Windows Vista, Windows 7, Windows 8, Windows 8.1, Windows 10, Windows Server 2003 and newer and Mac OS X 10.5 and above. Additionally, Imbue Techs supports mobile operating systems such as Android, iOS (iPhone & iPad), Windows Phone, and BlackBerry.

While there is no limits on the amount of issues that you can receive assistance for with our business support plans, devices and servers are limited by the plan that you have and whether or not you have specific add-on services for items such as additional servers and endpoint security appliances, etc.

No. Most technology problems are software related, which typically can be fixed remotely. However, problems that require physical repair or replacement of parts oftentimes cannot be fixed remotely. In these situations, Imbue Techs can act as a liaison between other vendors and work to resolve issues on your behalf. Any costs associated with outside vendors, part replacement or hardware replacement, is not the responsibility of Imbue Techs.

Please visit either the Home Support or Business Support page for pricing info.

Absolutely not. The prices stated on our website or the prices provided by a Imbue Techs representative are exactly what you pay.

We accept all major credit cards (Visa, MasterCard, American Express, and Discover) and debit cards (debit card must have a Visa or MasterCard logo to be accepted). We do not accept cash, check or money order.

All of our Home Support plans include a 100% money back guarantee on the initial incident. If the technician has tried everything possible to resolve your issue, and the problem still exists, you will receive a full refund. Please visit our terms of service for full details about our money back guarantee policy.
Our Business Support plans do not include a money back guarantee. Please speak to a Imbue Techs representative for more details.

Yes. The plans will automatically charge your card each billing cycle (monthly or yearly) as long as the plan is active. Business customers are required to sign a special service agreement as well.

No. As long as you maintain an active service with us, your plan price will never increase. However, if Imbue Techs happens to ever lower the price of the plan that you are enrolled in, you will be billed at that new lowered rate starting the next billing cycle.

Imbue Techs takes extraordinary measures to ensure that all customer data is stored securely and that card information is transferred in the most secure way possible. Imbue Techs also maintains PCI compliance which is the industry standard for credit card security practices.

Please call us and a Imbue Techs representative will be happy to update your information.

Yes. Imbue Techs home support plans have no obligation past your current support period. For example: if you have a one year unlimited support plan, you would simply need to cancel prior to your next billing date. Business plans may have additional restrictions depending on the agreement signed. Please speak to a Imbue Techs representative for more details.

No. Imbue Techs does not provide prorated refunds. If you cancel before your current support period ends, you will still receive service for the rest of that time frame. The plan would then not automatically renew going forward.

No. Imbue Techs home support plans do not have any extra cancellation fees if you no longer need the service. Business plans may have additional restrictions depending on the agreement signed. Please speak to a Imbue Techs representative for more details.

Yes absolutely. If you wish to upgrade or downgrade your service for any reason, please simply call us and we’ll be happy to discuss your options.

Yes. If you find going forward that a different bill date is more convenient for you, please simply call us and we’ll be happy to work with you to make it a different date each month or year. Please note that business plans are only billed monthly.

For home support plans, yes. We’d hate to see you pay for something you don’t use. Please just give us a call and we will take care of it for you. However, our support plans cover ALL of the technology that you own. So even if you don’t currently have a computer, other technology, such as smart phones, tablets, and your internet connectivity would still be supported. This is not an option for any of our business plans.

For home support plans, yes. If you won’t be home to use your technology, we definitely understand. Please just give us a call and we will take care of it for you. However, our support plans cover ALL of the technology that you own. So even if you don’t currently have access to a computer, other technology, such as smart phones, tablets, and your internet connectivity would still be supported. This is not an option for any of our business plans.

We understand that your financial situation can change and that you may find it more difficult at times to pay for service. Imbue Techs appreciates you as a customer and we want to work with you to ensure that you are able to maintain service without it being a financial burden. Please call us to discuss your options with a Imbue Techs representative.

Please call us and a Imbue Techs representative will be able to assist you with the cancellation process. Additionally, before disputing a charge with your bank or credit card company, please contact us and a Imbue Techs representative will work with you to clarify or refund any charges that are in question. If there is an error on our part, we will be sure to rectify it immediately. Business plans may have additional restrictions depending on the agreement signed. Please speak to a Imbue Techs representative for more details.

Absolutely not. Imbue Techs prides itself on providing exceptional customer service regardless of the reason that you are calling. While we will, of course, attempt to work with you to maintain your service, we will at no point force or pressure you into keeping it. However, we will ask you about your overall experience and reason(s) for cancelling in an effort to ensure that we are providing the best possible service. Please note that business plans may have additional restrictions depending on the agreement signed. Ask to speak to a Imbue Techs representative for more details.

Imbue Techs processes all credits and voids immediately upon approval to expedite the time it takes for funds to be credited or become available to your account. Please note that the process can vary in length depending on the speed of the credit card processors and your particular financial institution. So it’s possible that your credit may take up to 10 business days to complete. We have no control over the speed at which funds become available again or when a credit is posted to your account.

If you are calling on behalf of someone else to cancel a home support plan, we require direct consent from the paying customer or power of attorney in order to proceed. Proof of power of attorney can be provided via email or fax, while direct consent can be provided verbally over the phone. If the customer has passed away, a published obitury or copy of a death certificate is required in order to cancel services. This policy protects the legal rights of our company as well as our customers. Business plans require that the original individual who signed the agreement at your company or organization or someone of equal or higher authority be the one who cancels the service.

Yes. Imbue Techs offers data backup services in addition to our support services. Data backup plans are separate from our technical support plans.

Yes. For ease of use, reliability, and security; cloud based data backup is the best option both for home users and businesses.

Of course. Before your data is uploaded to our servers, it is first encrypted on your device. It is securely sent via a secure SSL (Secure Socket Layer) connection. The data is then stored in world-class data centers that employ the highest security standards. For additional security, you have the option to use a 256-bit AES key; which is military grade encryption.

Yes. In addition to backing up your data to the cloud, the software can be set to back up the data to your external device.

Cloud data backup securely makes a copy of your important data to a secure location on the internet for easy recovery in the event that something happens to your computer. This is better than using an external device, as external devices are prone to corruption, damage, failure, and physical loss such as theft or misplacement. Having your important data backed up “offsite” eliminates these risks while adding a significant convenience and reliability factor. Additionally, the backup software automatically backs up your important data up to 8 times a day.

Yes. The data backup mobile app can be installed and set to automatically back up your photos and videos to the cloud. It also allows you to easily share them across multiple devices.

Yes. The data backup software can be installed on multiple devices. It works on Windows, Mac, Android and iOS (iPhone and iPad).

Yes. The Imbue Techs data backup service is HIPAA compliant.

Yes. For security purposes, as soon as your backup account is cancelled, all of the backed up data will be deleted from the server.