Frequently Asked Questions
Common questions about our Membership and Tech Support — from how it works to what's included to how to get started.
Getting started
Membership is ongoing — we manage your technology every month: security, backup, monitoring and personal support, all running automatically. Tech Support is one-off — you book a session when you need help with a specific problem, with no ongoing commitment.
Many people start with a Tech Support session to get to know us, then join as members.
No lock-in contract. Annual billing is available at $80/month (billed as $960 upfront) and saves $120 versus monthly. Monthly billing is $90/month and can be cancelled with 30 days notice. There is a one-time $500 Technology Audit and Onboarding fee to start.
A personal visit to your home — typically two to three hours. Dave assesses your setup, identifies risks, enrolls your devices, configures security and backup, and reviews your passwords and accounts. You receive a printed summary at the end of the visit. The $500 fee includes your first month of membership.
Yes — a free 30-minute consultation is available before you join. It's a genuine conversation about your situation and whether membership is a good fit. No pressure, no sales pitch. Book via the contact page or Calendly.
Membership
Two devices are included in the standard membership — typically a Windows PC or Mac, plus an iPhone. Android phones are supported with some limitations. Additional devices (tablets, second computers, additional phones) can be added for $10 per device per month.
Yes, equally. The membership covers Windows PCs and Macs with the same level of management and monitoring. The tools differ by platform (Syncro for Windows, Mosyle for Mac) but the outcome — your device professionally managed — is the same.
Yes. iPhones are enrolled and managed as part of the standard membership. We manage passcode policies, iCloud backup verification, Cloudflare DNS filtering and app compliance. iPads can be added as an additional device.
A plain-English summary of what happened in the month — security status, backup verification, any issues found and resolved, update compliance and a general health assessment. It's sent to you and your nominated family contact on the 1st of each month.
A family liaison account is included with every membership — one authorised contact who can raise requests and receive the monthly health report. Spouses or partners sharing the same devices are covered under the same membership. Additional family members with separate devices can be added.
Your two hours per month covers: customer-initiated calls, reported problems and training requests. It does not count: proactive monitoring, automated patching, backup checks or monthly report preparation. Overage beyond two hours is $90/hour billed in 15-minute increments, confirmed with you before continuing.
If you are targeted by a scam while a member, we provide up to five hours of free assistance — reporting to ACSC and Scamwatch, contacting your bank and navigating the recovery process. This is a service commitment, not a financial indemnity, and is clearly stated in the member terms.
It's designed specifically for people who aren't technical. You never need to interact with the tools or understand how they work. Plain-English communication, always. No jargon, no condescension.
Tech Support
You book a time online. Before the session, you download Splashtop SOS — a small, safe app that generates a nine-digit code. At your booked time, Dave calls you, you read him the code, and he connects to your screen. You can see everything he's doing and close the app at any time.
Yes. You are always in control — you can see everything Dave is doing and end the session immediately by closing the Splashtop SOS app. Dave can only access what you share with him and only while you're both on the call. The session ends the moment the app is closed.
Slow computers, email issues, password and account access, scam assessment, iPhone and iPad help, streaming setup, Wi-Fi problems, photo management, app setup, online banking and MyGov, and general troubleshooting. If it's on a screen, there's a very good chance we can help.
If it becomes clear that your problem requires in-person attention, Dave will tell you upfront — before using up your session time. He'll explain your options and advise on next steps. No wasted hours, no runaround.
Single sessions are $90 per hour. Sessions are billed in 15-minute increments after the first hour — so if your problem takes 45 minutes, you pay for one hour. Multi-session packs are available: three sessions for $240 ($80/session) or five sessions for $375 ($75/session), valid for three months.
Absolutely — and many people do. If you decide to join as a member after a Tech Support session, we'll talk you through the next steps. Membership begins with a Technology Audit and Onboarding visit to your home.
Security and privacy
Members have a Syncro monitoring agent installed on their PC or Mac. This gives us visibility of device health, update status and backup status. For Macs and iPhones, Mosyle MDM manages security policies. We can initiate remote access via Splashtop — but only with your knowledge and during a live call.
The monitoring tools give us visibility of device health — not your personal files, emails or accounts. During a remote support session, we can see whatever is visible on your screen. We do not retain access to your accounts or credentials after a session ends.
Your data is protected under our Privacy Policy. Backups are encrypted and stored securely via Acronis Cyber Protect. Password management is handled via Bitwarden — your passwords are stored in your own encrypted vault and are not accessible to us. We don't sell your data to anyone.
You can cancel with 30 days notice on monthly billing (annual billing runs to the end of the paid year). On cancellation, the monitoring agent and MDM profiles are removed from your devices, and your backup subscription ends. We'll talk you through the offboarding process and make sure you keep access to your own data.
Still have questions?
Book a free 30-minute consultation — no obligation, no sales pitch. A genuine conversation about whether we're the right fit for you.