A: Actually, Cyber Assist was built specifically for you. Our goal is to take the technical burden off your shoulders. During our Concierge Onboarding, we do the heavy lifting of installing and configuring everything. You don’t need to learn the tech; you just need to know how to use our app to get help when you need it.

A: It’s a personalized remote session where a human expert sets up your primary computer and mobile device with our security and monitoring systems. We inspect for any areas of concern and also document your specs, email platform, and workflows so that when you ask for help later, we already know exactly what your technology looks like. 

A: The Cyber Assist App serves as the central hub for subscribers to manage their digital security and access support. Its primary function is to communicate security data into actionable insights while providing immediate, 24/7 assistance.

A: We deploy enterprise-grade antivirus, firewall, and monitoring software directly to your devices, fully managed and updated by our team — you never have to configure or update anything yourself.

A: Yes, the standard Cyber Assist subscription covers one primary computer (PC or Mac) and one mobile device (iPhone or Android). Need to protect more? Additional devices can be easily added to your plan during checkout or anytime in the future.

A: During your Concierge Onboarding, we develop a comprehensive “Digital Profile” of your technology and workflows. When you open a support session and verify your identity, we have instant access to your documentation and specific configurations. This process allows for accurate troubleshooting with zero guesswork and a high success rate.

A: If the Cyber Support Chat is unable to resolve the issue, it will automatically analyze the request and calculate an estimate of the time and cost required for our human helpdesk to take over. If the request is too complex for an automated estimate, it is immediately routed to our technical team for a manual review. Once the quote is approved, it is immediately assigned to a technician for scheduling. If an approved project requires more time than originally quoted, our helpdesk will pause and provide clear options and costs on how to proceed.

A: Many helpdesk requests cost as little as $30 to resolve. Tier 1 helpdesk support is charged at $120 per hour, billed in 15 minute increments, and covers most helpdesk requests. For specialized Tier 2 support, rates are $200 per hour, billed in 30 minute increments

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A: We do not have “always-on” remote access. If a complex issue arises that requires a hands-on approach, we can only bridge that gap using a secure, one-time unique code provided by you. Once the task is complete, the connection is severed—ensuring that our assistance is there when you need it, and completely locked out when you don’t

A: Yes, you are welcome to keep your existing security software if you prefer. While your Cyber Assist subscription includes a fully managed, enterprise-grade protection suite that we highly recommend for proactive monitoring, it is never a requirement. In some cases, it may be acceptable to run both programs simultaneously. During your Concierge Onboarding session, we will review your current setup together to ensure your devices are running safely, smoothly, and exactly the way you want.

A: No, we never collect or store your passwords or authentication data. During Concierge Onboarding, we document general configurations and platforms to help us troubleshoot more effectively. When a support request requires system access, we use a secure password manager that allows for “zero-knowledge” sharing. This ensures that even when we assist you with your systems, your login information stays private.

A: Cyber Assist is licensed per subscriber for your registered devices. If you’d like to add a family member or additional device, just add it to your plan — reach out and we’ll get it set up.

A: You can cancel anytime with 15 days’ written notice as outlined in the Subscription Agreement — no termination fees. Email or message us and we’ll confirm your final billing date and schedule your offboarding.

A: Cyber Assist services are provided on a monthly subscription basis. While there is no long-term commitment, users may terminate their subscription at any time with 15 days notice, as outlined in the Subscription Agreement.

A: If your device becomes infected, we initiate remediation mode to isolate the threat, halt further damage, and purge the infection. While Cyber Assist provides enterprise-grade preventative shields, no security system is 100% infallible; therefore, targeted threat remediation and system recovery services are billed at our posted helpdesk rate.