Info

The remote session is not intended to take the place of our face to face on site sessions, but there are many cases where a remote session could be perfect for you, and we do our best to make it an easy, helpful and fun experience!

The session is primarily for an Apple computer/s and will require a good internet connection. Of course there may be questions concerning other Apple devices such as an iPhone or iPad and in many cases we may be able to assist. Where possible we will use the built in Apple screen sharing and/or Apple FaceTime video or audio, otherwise a simple phone call may be all that’s required.  Please take the time to read the information below.

All remote sessions are by appointment (just like our in person sessions) and must be booked using our very quick and easy Remote Enquiry Form here.  If you're having trouble doing this please feel free to call us and we can go through the details over the phone 0412 422 820. If you’ve had a remote session within the last 4 weeks and your circumstances (eg. same devices, location, internet etc.) have not changed then simply contact us direct to check availability here.

Rates

Remote sessions are based on the same rates as visits on site, without the initial call out fee or extra travel fees.  There is a minimum booking of 30 minutes (see below) for remote sessions (one hour minimum for visits on site).

Available Monday-Friday between 9am-5pm Eastern Standard Time (please consider this when booking based on your location):

• $50 minimum up to 30 mins

• Then $25 per 15 mins thereafter

• All fees are including GST

Outside the hours above is rate x 1.5 (all bookings subject to availability)

Terms & Conditions

Setup Sync & Learn (SSL) will make the final decision as to whether or not a remote session is possible/relevant, based on the information provided by the client.  If before or during a session new information comes to light or circumstances dictate that a remote session is no longer appropriate, then SSL has the right to terminate the session and advise a relevant alternative for the client.  The fee based on the appropriate time and rate will be payable to SSL.

SSL will make reasonable efforts to resolve issues remotely but does not guarantee that issues will be resolved. SSL, in its sole discretion, will determine what constitutes an issue and to the extent permitted by law if the issue is resolved.

EXCLUSIONS - (including but not limited to) issues relating to Internet, email, file management, network configuration, onsite diagnosis, or other issues not within scope.

CURRENT RELEASE - all Supported Products must be at their most current release level and running the latest operating system/s ie. MacOS, iOS, iPadOS etc.

CUSTOMER RESPONSIBILITIES - Customer is responsible for any and all restoration or reconstruction of lost or altered files, data, or programs. Customer will maintain and implement a complete data backup and disaster recovery plan. Customer is solely responsible for any and all security of its confidential, proprietary or classified information. Customer will not disclose to SSL confidential, proprietary or any information that is subject to intellectual property rights that may expose SSL to liability. Customer will have a reasonable understanding of the Supported Products for which it seeks Support Service and the computer system that it is operating on.

CANCELLATION - a minimum 24 hours is required for cancellation/change of a booked session otherwise the applicable minimum rate is payable.