Customer FAQ

TecHQ Services is on-demand technology support for everyday people and small businesses. When something tech-related breaks — or you just have a question — we’re the team you call instead of struggling through it alone.

We work remotely through screen sharing and video calls, so you get expert help from the comfort of your home or office, anywhere in the country.

We’re built for anyone who doesn’t have an IT department:

• Home users dealing with everyday tech frustrations
• Small businesses without a dedicated IT team
• Freelancers and home office workers
• Seniors or anyone who wants patient, jargon-free help
• Anyone comparing tech options before making a purchase

We help with a wide range of everyday tech problems, including:

• Wi-Fi and internet connectivity issues
• Slow, crashing, or freezing computers
• Printer, smart TV, and device setup
• Microsoft 365 and Google Workspace support
• Zoom, Teams, and Google Meet setup and troubleshooting
• Cybersecurity concerns and virus removal
• Email setup and recovery
• AI assistant setup (ChatGPT, Copilot, Google Gemini, Alexa)
• Comparing ISP plans, laptop specs, or tech purchases
• General tech questions — no broken device required

To keep our service focused and high-quality, we do not currently offer:

• Mobile phone hardware repair or replacement
• Computer hardware repair or physical part replacement
• Hardware or software sales
• Enterprise-level or corporate IT management

Not at all. Our Techies are trained to explain everything in plain language. You don’t need to know any tech jargon — just describe what’s happening and we’ll take it from there. Many of our customers specifically choose us because we’re patient and easy to work with.

Our pricing is simple and transparent:

• $8.00 base call fee — charged when a new issue is opened
• $1.25 per minute of active support time
• No hold time charged — you only pay when your Techie is actively working

We check in with you every 10 minutes so you always know where things stand. Prices are subject to change with notice.

Billing begins once your Techie has assessed your issue and you’ve agreed to proceed. The clock runs only while the Techie is actively working on your case. Time spent waiting on hold or for you to respond is not charged.

Your account is not charged until the case is officially closed. You’ll always know your balance before you pay.

No contracts, no subscriptions, no monthly fees. TecHQ is completely pay-as-you-go. You decide when to reach out and when to stop — we never lock you in.

Optional subscription plans for customers who prefer predictable monthly pricing are planned for the future.

If your Techie cannot resolve your issue after a reasonable investigation, you will not be charged. We’re committed to fair and transparent billing.

If significant time has already been spent before we discover the issue is unresolvable, we’ll review the situation with you transparently before any charge is applied.

Some issues are more complex than they first appear — that’s normal in tech support. Here’s how we keep you in control:

• We check in with you every 10 minutes of active time
• Your Techie will give you an honest estimate of remaining time
• You can pause or end the session at any point without penalty

You are always in charge of the decision on time and cost.

Extended-hours support may be available depending on Techie availability. Additional fees apply for urgent or after-hours requests.

When reaching out, select Urgent Help Needed on the contact form or mention it in your message. A Techie will follow up as soon as possible.

Yes — the same simple pricing applies. Your Techie’s time is valuable whether they’re fixing a problem or walking you through a tech decision. The $8.00 base fee plus $1.25/min covers question-and-answer sessions, comparison consultations, and purchasing advice just the same as break-fix support.

After you reach out, your Techie will send you simple instructions to join a secure session. This typically involves:

• Joining a video call (Zoom, Teams, or Google Meet)
• Sharing your screen so the Techie can see what you see
• Optionally granting temporary remote access so the Techie can interact with your device

You see everything that happens on your screen in real time. You’re in control at every step.

Yes — when done through a trusted service like TecHQ. Here’s how we keep you protected:

• All Techies are verified and go through an identity and background check before joining our network
• Access is only granted with your explicit approval at the start of each session
• You can see everything the Techie does in real time
• You can revoke access and end the session instantly at any time
• Access is completely closed when the session ends — no persistent connection remains

Absolutely, and we encourage it. You can see every action your Techie takes on your screen. You’re welcome to ask questions, learn along the way, and tell the Techie to stop at any point. We believe the best support experience is one where you understand what happened and why.

No. Once your session ends, all remote access is immediately and permanently closed. TecHQ Techies do not retain any access to your device between sessions. Each new support session requires a fresh connection and your approval.

We use industry-standard, widely trusted collaboration and remote access tools including video calling platforms (Zoom, Teams, Google Meet) and screen-sharing software. All connections are encrypted. Your Techie will walk you through the specific steps before asking you to install or launch anything.

You’re in complete control. You can end screen sharing or the entire session at any time — just close the application or say the word. If you have concerns about a Techie’s behavior, contact us immediately at support@techqservices.com or call (832) 305-6765 and we will investigate promptly.

There are several ways to reach us — pick whichever is easiest:

• Book a call using the calendar on any page
• Call or text us at (832) 305-6765
• Submit the contact form on our Contact Us page
• Email us at support@techqservices.com

Response times depend on Techie availability. For the fastest help, call or text us directly or use the booking calendar to pick the next open slot. For urgent issues, select Urgent Help Needed when contacting us and we’ll prioritize your request.

To make your session as efficient as possible, it helps to have:

• A description of the issue and when it started
• The name and model of the device you’re having trouble with
• Any error messages you’ve seen (a photo works great)
• Your device powered on and connected to the internet
• A few minutes of uninterrupted time

Don’t worry if you don’t have all of this — our Techies are great at diagnosing from scratch.

Yes — this is one of our newest service areas. We can help you:

• Set up and configure ChatGPT, Microsoft Copilot, or Google Gemini
• Get more out of Alexa, Google Assistant, or Siri
• Connect smart home devices to your network
• Understand how to use AI tools to save time and boost productivity at home or in your business
• Answer any general questions about AI technology in plain language

Yes. Our Techies are experienced with both Windows and macOS, as well as common applications that run on both platforms including Microsoft 365, Google Workspace, browsers, printers, and network equipment.

The vast majority of issues can be fully resolved through remote support — no visit needed. Onsite visits are not currently included in our standard pricing. Select locations may become eligible for onsite support in the future. If you believe your issue requires physical presence, contact us and we’ll discuss options.