Frequently Asked Questions

Operations

What areas do you service, and why that specific radius?

I serve households within a 10-mile radius of Sandy Springs, including Buckhead, Brookhaven, Dunwoody, Vinings, Chastain Park, and the surrounding areas. A tight service area means I can be personally and reliably available to every client I work with. Requests from outside of this area will be considered individually.

What are your business hours?

Monday-Saturday: 12pm - 8pm. Closed on Sundays.

What payment methods do you accept?

All major credit cards and digital wallets, processed securely through Stripe.

What is your cancellation policy?

Bookings require a non-refundable deposit put toward your service. Appointments should be canceled at least 48 hours in advance so I can offer that time to another client.

What is your service guarantee?

If the agreed upon outcome is not fulfilled, I will return to make it right at no charge.

Working Together

What does my complimentary consultation entail?

A focused conversation to understand your concerns and clarify what needs attention. There's no obligation and no sales pitch. We will conclude with a clear explanation of the assistance I recommend, along with a quote.

What are your support options?

Support comes in three forms:

Project-related. Every visit includes time to answer your questions on the spot. You can also ask follow-up questions once I've left.
One-off help outside a Project. For questions, training, or support that doesn't require a new Project, reach out, and we'll talk through whether hourly help fits your situation.
Urgent or time-sensitive issues. See "How do you handle time-sensitive requests?" below.

Projects prone to drifting out of date, such as Continuity & Legacy Plans, also receive proactive check-ins at appropriate intervals.

How do you handle time-sensitive requests?

Please call or text the Urgent Inquiries line on the Contact page. I will respond if possible; however, immediate responses are not guaranteed.

When urgent work is mutually agreed upon, the provided quote will include an additional surcharge.

For non-urgent inquiries, please don't use the Urgent line. Reach out instead through the contact form, email, text, or phone.

*If you suspect a critical account has been breached, have it frozen by the corresponding institution immediately. This is always your first and most important line of defense. Once that's handled, reach out to me, and we'll review your security posture going forward.

Do you offer remote troubleshooting?

Remote troubleshooting is conducted through secure software I install on your device and demonstrate how to use. This requires a one-time, in-person visit first.

Scope & Boundaries

Do you handle smart home, electrical, audio/visual, or other large installations?

My services focus on your computers, phones, and tablets, along with their software applications, and limited infrastructure such as backup drives, routers, and printers.

Do you repair broken hardware like cracked screens or failed batteries?

No, physical hardware repair is outside of my scope.

What brands of devices do you support?

I recommend and support the Apple ecosystem (iPhones, iPads, and Macs) due to its 1) excellent performance, 2) durable hardware, 3) secure environment, 4) accessibility features, 5) milder learning curve, and 6) customization for individual and family needs.

I also support Windows desktops and laptops (they offer advantages for certain users), with very limited support for Android phones and non-Apple tablets (both of which I advise against purchasing).

How do your differ from a computer repair shop?

My practice differs from "computer repair shops," but is complementary.

Speaking generally, businesses labeled "computer repair" focus on hardware repair and sales, as well as component and accessory upgrades. The majority of repair shops specialize in Windows computers.

I rarely physically deconstruct devices. My value rests chiefly in how your devices operate, their security, reliability, and usability, and in providing configuration and training tailored to your unique needs. Clients who value a hybrid model of in-home support and training delivered through a single, trusted advisor are my niche.

If your device requires repairs outside of my expertise, I will suggest an alternative approach.

Legal

Do you offer Non-disclosure Agreements?

Yes. I offer a standard Agreement at no cost.

If you prefer to use your own agreement, an attorney review fee applies.