Support Services Live - General Questions FAQ
How do I get help from Support Services Live?There are several ways to get help:
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When can I get help/what are Support Services Live's hours of operation?Anytime, anywhere. Support Services Live's hours of operation are 24 hours a day, 7 days a week, 365 days a year |
What does my subscription include?All subscriptions are tied to a specific computer which entitles the user to:
Your Supportal access also allows you to create a blog and a personal image gallery. Note that Incidents do NOT receive unlimited phone, chat and email support but they do receive support for 7 days from the Incident activation date for the incident topic. One time incidents do receive unlimited access to the Supportal. |
What payment methods are available?Support Services Live accepts visa, MasterCard and American Express. |
Can my entire family use my subscription?Yes. Your entire family can use the subscription from the computer that is tied to the Support Services Live license. If you'd like support for several computers, a separate subscription and license is required for each computer. |
What products are supported?Support Services Live supports all products, computers, portable devices, gaming consoles, etc. |
What operating systems are supported?Support Services Live supports:
Support Services Live will attempt to fix problems or issues within any environment and operating system. If you use an operating system that is not listed above, keep in mind that fees will not be refunded for unresolved issues on unsupported operating systems. |
What if I forget or lose my username and/or password and/or license ID?At anytime you can have your password reset by:
A new random password will be generated and emailed to the email address provided in your account information. |
When will I be charged, before or after I receive service?You will be charged before you receive service, and it may take up to 5 business days before the charge is reflected on your credit card. You will be able to receive support as soon as your credit card transaction is approved. |
How will the transaction be listed on my credit card statement?The transaction will be listed as "Support Services Live" on your credit card statement. |
Incident -- What is an "incident"($29.99 each)?An incident is a onetime issue or problem that requires an agent to fix. |
Incident -- How long can I wait to activate my incident?An un-activated incident does not expire and can be activated for support at any time. |
Incident -- How does my incident get activated and does my incident expire once I've activated it?An incident is activated when a problem has been clearly identified to a support technician and the technician begins troubleshooting the problem. You have 10 days from the date of activation to work with an agent to resolve the problem after which your incident will expire. |
Incident -- What if my problem doesn't get fixed?One time incidents have a 100% money back guarantee if your problem is not identified and/or resolved. In most cases we will be able to resolve your problem quickly, however there are situations where we may be able to identify the problem but not be able to fix it. An example would be if we identify that your hard drive has completely failed, we will be unable to fix it remotely but we have worked to identify the problem. |
Incident -- Can I upgrade to a monthly or annual subscription?At anytime you may upgrade to a monthly or annual subscription and in many cases your upgrade will be eligible for a discount. If you purchase directly through the Service Connect client any eligible discount will automatically be applied. |
Incident -- How do I get a refund?Refunds are initiated by calling the Support Services Live toll free line and speaking to a support agent. |
Monthly Subscription -- When does my subscription start and end?Your Monthly subscription ($15.00 each month) begins when your credit card transaction is processed and ends 12 months later. In the event you're monthly subscription fee fails to process, your service will be cancelled. |
Monthly Subscription -- Can I upgrade to an annual pre-paid subscription?At anytime you may upgrade to an annual pre-paid subscription by calling the toll free line and speaking to a support agent. |
Monthly Subscription -- What if my problem/issue doesn't get fixed?If your problem/issue is not identified and/or resolved and you're not happy with the service you were provided and you've paid for at least 3 months of service to date, you will get 100% of your money back. IF you have not paid for 3 months of service to date, you will only get back the amount that you have paid to date. |
Monthly Subscription -- When is recurring billing processed on my credit card?Recurring billing transactions for monthly subscriptions are processed each month on the same day of the month as the original purchase or the last day of the month, whichever comes first. |
Monthly Subscription -- How do I cancel my subscription?To cancel your account, call the Support Services Live toll free number and ask to have your subscription canceled. Once your subscription is canceled, you will not be billed monthly. IF you want to resume service later, you will have to purchase another subscription or incident. |
Annual Subscription -- When does my annual Subscription ($150.00 each) start and end?Your subscription begins when your credit card transaction is processed and ends 12 months later. |
Annual Subscription -- What if my problem/issue doesn't get fixed?If your problem/issue is not identified and/or resolved and you are not happy with the provided service, you are entitled to a pro-rated refund up to a maximum of the equivalent of 9 months of service. |
Annual Subscription -- Is my subscription automatically renewed at the end of my subscription?Annual subscriptions are renewed automatically on the anniversary date of the original transaction. In the event the original transaction happens on Leap Year day, all subsequent fees will be billed on February, 28th. |
How do I cancel my account?To cancel your account call the Support Services Live toll free number and ask to have your subscription canceled. WildBlue Customers can cancel with no penalty after 90 days(whether you make monthly payments or have a pre-paid annual subscription. Alternatively, WildBlue Customers can cancel prior to 90 days, with a fee equal to the payments left until the 90 day mark. Refund to be paid within 30 days. |
