ACN Premium Technical Services

Customer Support

ACN Premium Technical Support Contact

Customer Care questions:
877-265-3407

Support questions:
support@acntechsupport.com

Billing questions:
billing@acntechsupport.com

Customer Care Hours of Operation:
Mon-Sat: 8:30am - 8:30pm EST
Sunday: 8:30am - 5pm EST


Frequently Asked Questions

  • What options are available to me for signing up for Premium Technical Support?

    By phone: Call 877-265-3407 and a sales representative will be happy to assist you.

    Online: For account creation and payment card management, PCs running the following browsers (Internet Explorer, Chrome, and Safari) are fully supported. Macs and mobile devices (smartphones and tablets) are not supported at this time.

    Once your account has been established, you will be able to access your account with your Mac or mobile device; however, modifications of your method of payment (changing or updating credit card) must be done via phone or via a PC and browser outlined above.

  • What is remote technical support?

    Remote technical support, also known as "online support" allows us to remotely view your computer screen and securely fix most computer and network problems right through the Internet via remote control. In fact, it's like watching your computer fix itself! This type of computer support works through "desktop sharing" technology. What this means is that when you log in to our secure online support center, you can allow a technical support representative to view and interact with your computer remotely via the Web - fixing problems fast.

  • How long does an average support session last?

    The average remote support session lasts anywhere from 45-65 minutes. However, depending on the type of problems you're experiencing, a session may be shorter or much longer. In some cases where the computer problems are severe we may recommend a follow up remote session or scheduling an in-home or in-office visit by a certified technician.

  • How much does it cost?

    Much less than traditional computer support options! By viewing and interacting with your computer directly through the Internet, we can complete the work in much less time, saving you money. There's no need to schedule an in-home visit (costing upwards of $200/hr.) or taking your computer to a local repair shop (also very expensive).

  • Subscription services vs. prepaid service option

    In addition to our monthly subscription services, for a limited time we are offering a 1-year pre-paid subscription at 26% off the price of a monthly subscription. This limited time offer is available for our Basic Plus Remote Service for 1 PC, and currently only available in the US.

    Note that:

    • Anti-virus and backup software options are not currently available with the prepaid Basic Plus remote, 1PC service.
    • You will receive the 26% discount at the time you pay the upfront annual fee
    • Your service will automatically renew on the one-year anniversary date of your purchase
    • The 26% discount will be applied when your service is renewed, so you continue to enjoy the savings benefit each time you auto-renew.
    • Any fees associated with the annual up-front payment are not refundable
  • Can you get back into my computer after my session is over?

    No, not until you log in again and request service. When you log in to ACN's secure online support center you are prompted to download a temporary desktop sharing application and supporting tools that allow us to view and interact with your computer. Once your service is complete and you log off, the temporary application and accompanying tools are automatically deleted from your computer. We can no longer see or access your computer.

  • Is it secure?

    Yes. When you log in to our secure online support center you are initiating a 128-bit encrypted connection between your computer and the technician's computer. In this way, you have set up a unique one-to-one session that no one else can view or access during the session. That ensures your security and privacy.

    In addition, you are in control the whole time. Only you can initiate a remote support session and you can end a session by simply closing the support window on your desktop. Further still, you are always in control of your mouse (cursor). During your session you will see the technician using your cursor to locate and fix problems, but at any time you can over-ride mouse control by simply moving your mouse.

  • How can ACN Premium Technical Support help me?

    Through our "hands-free" remote computer support service, we can:

    • Set up/configure your computer
    • Speed up your computer (Tune-Ups)
    • Perform standard maintenance, Windows® updates/patches
    • Basic training on Windows features
    • Install, configure and train on software
    • Stop pop-ups, remove adware/spyware and install/configure anti-spyware software
    • Locate and remove viruses and install/configure anti-virus software
    • Assist with transferring data from one computer to another
    • Automatic back up all your data files (photos, documents, music and emails) for secure storage and easy retrieval*
    • Security software suite Š one year license for the following protection: Anti virus/Anti spyware, Anti malware, Internet browser protection, Email filtering, Firewall protection, Parental controls*
    • Set up of wired peripherals (cameras, smartphones, printers, etc.) to work with your computer
    • Install home and small office networks (including wireless network set up and security set up)
    • Fix email problems
    • Fix error messages or frozen screens

    *Available only with some services

  • Why is remote computer support better than more traditional support options?

    Traditional computer support options have been to wait on hold with a computer or software vendor, take your computer to a local repair shop and wait for days for your computer to be repaired (costly) or, wait for a technician to visit your home (also, very costly), or wait in line at a retail store. Remote computer support allows us to interact directly with your computer so you don't have to perform often complicated telephone instructions on how to fix your computer yourself. In this way our technicians can identify and resolve problems faster, which costs you less.

    Many of us don't have time or technical expertise to figure out what's wrong with a computer or network, and would rather have an experienced technician look at their computer. Also, with ACN Premium Technical Support, there's no waiting on hold or the need to call multiple vendors for support. So, remote computer support is less expensive, easier to use and much more convenient than traditional computer support or repair services.

  • Is remote technical support easy to use?

    Very! By allowing a remote technician to access your computer through the Internet they are able to fix your computer directly. You can simply sit back and watch. Or, you can work on something else while the technician is fixing your computer. Remote computer support is simple, convenient and, best of all, it's 'hands-free'. Simply log in to acntechsupport.com, let go of the mouse and let us fix your computer!

  • How do I sign up for a service plan?

    Sign up is online only. You can sign up for a service plan by clicking the "Sign Up" button associated with the service plan you wish to purchase. You will then need to create an account and enter your credit card information to purchase the service plan.

    Not sure what service plan to purchase? Run the ACN SAFElink Discovery tool which will perform a scan of your computer to identify any health, security or performance issues, generating a recommended service plan for you to purchase based on the results.

  • I downloaded SAFElink Discovery but nothing happened.

    You may have an additional step if you are using a browser other than Internet Explorer. If you are using a browser other than Internet Explorer, download SAFElink Discovery to your desktop (or folder of your choice) first and then run the program.

  • How will I be billed?

    When you create an account you must enter your credit card information. This credit card will be charged the monthly fee specified by the service plan you purchased. You will receive an invoice outlining the charges after your purchase. For billing questions specific to your account, email billing@acntechsupport.com.

  • How do I schedule a service appointment?

    Once you have purchased a service plan you need to schedule an appointment to receive service. You can do this by clicking on the green My Account button at the top-right of the page, and clicking on "Schedule an Appointment". You can choose to receive service from the next available technician or schedule service for a day and time that works best for you.

    If you have ACN SAFElink Desktop, the desktop application installed on your computer during your first service session, you can schedule an appointment by selecting the tools icon.

  • Is your work guaranteed?

    Our computer services are guaranteed for five (5) days. If there is a problem with any service we provide, customers must notify us within five days and we will work to remedy any issues quickly and professionally. At ACN, our customer's satisfaction is very important to us. If a customer is not completely satisfied with the service they received from ACN, we will work with them to ensure their satisfaction.

    Our key components of quality service are:

    • A carefully screened and certified team of remote certified technicians
    • A set of services crafted to meet all the needs of your home, mobile and small office computer environment.
    • A sincere desire to make all our customers happy.
    • Our satisfaction guarantee. ACN is dedicated to providing you with the best possible computer support service. If you are not completely satisfied with your service, please email us at support@acntechsupport.com and we will work with you to ensure your satisfaction.
  • Are your technicians qualified to work on my computer?

    At ACN our technicians are Microsoft Application Trainers, Microsoft Product Specialists, A+/MCP/MCSE Certified Professionals, Network Administrators and HTML Developers. Every technician is pre-qualified, has 3+ years experience in a help desk environment and completes an extensive two week training course on excellent service delivery and the virtual interface.

  • Is on-site service included?

    No, on-site service is not really necessary. With this service we can resolve over 96% of the computer issues via a remote technician session so you rarely need a costly on-site visit.

  • What operating system do I need to have in order to receive remote technical support?

    The minimum system requirements for receiving remote technical support are Windows XP (Service Pack 3), Windows Vista, Windows 7 or Windows 8 and a high speed Internet connection. If you are using a Mac, the minimum system requirements are Mac OS® 10.4, 10.5, or 10.6. The minimum system requirements for tablet support are Android (2.3 or greater), iOS (3.0 or greater), Windows RT, or Windows 8 and a high speed Internet connection. View the list of supported products and devices here.

  • Do you support Macintosh computers?

    ACN Premium Technical Support does provide troubleshooting for Macs with the Basic Plus Remote subscription service. We do not offer anti-virus or remote backup solutions compatible with Macs. Please note that ACN SAFElink Discovery Tool only works on machines running a Windows operating system.

    See the full list of supported devices here.

  • Can you support older computers?

    All of our services are available for computers that have Windows® XP and Windows Vista. A select list of services are available for computers that have Windows 98 and Windows 2000.

    If your computer is older than 5 years, or has Windows 98 or Windows 2000, it may be worth considering the purchase of a new computer.

  • What if I have more than one computer or tablet that needs support?

    We offer several support plans that cover more than one device (computer or tablet), for both residential and business customers.

  • Which products do you support?

    You can find a list of our supported devices and products here.

  • Can you provide remote support through a dial-up connection?

    Yes. However, in some cases, customers that have a dial-up, mobile wireless or satellite Internet connection may experience longer online support sessions due to limited connection speeds. In addition, older computers (over 4 yrs) running Windows 98 or Windows ME are less stable and can be more difficult to support through a slower connection. We recommend you talk with a customer support representative when scheduling an appointment.

  • Can I see how remote support works?

    Sure! Simply watch this quick video:

  • What is Backup Software?

    ACN Premium Technical Support has partnered with Mozy, a leading provider in online storage solutions, to provide automatic and continuous backup of data from your PC's internal hard drive: photos, documents, music, and emails you can't afford to lose. Your backed up files are protected and in the event that your PC is lost or stolen, you have the peace of mind that all of your files are safe and can be easily uploaded back onto your machine.

    Note: backup software is available for windows-based computers only and is not available for tablets.

  • What is Anti-virus software?

    Anti-virus software helps provide peace of mind in knowing that you are keeping your PC free from threats including viruses and worms through online detection and prevention.

    Note: backup software is available for windows-based computers only and is not available for tablets.

  • What do I do if I already have anti-virus software, and I purchase the Complete Remote plan?

    During your first service appointment, a ACN Premium Technical Support Specialist will uninstall your current software and install your ACN Premium Technical Support anti-virus software.

  • Does ACN Premium Technical Support offer support for the ACN Video Phone?

    ACN Premium Technical Support does not offer service for the ACN Video Phone at this time. If you need help regarding your Video Phone, please contact ACN Technical Support at 888-414-1958.