SecureIT Services
Frequently
Asked Questions For New Customers
-
What are the system requirements for the SecureIT
products?
(the following are the operating system requirements for
a Mac or PC as of 5/1/06 and are subject to change with
product enhancements)
-
System memory: 98/ME – 96 MB; 2000/XP – 128 MB
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Administrative rights are required for 2000 and XP
systems
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Windows version: 98SE/ME/2000/XP
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Available Hard Drive Space: 200 MB
-
Microsoft
Vista version minimum requirements exceed those
required by SecureIT services. Vista minimum
requirements are as follows:
i.
800 MHz
processor and 512 MB of system memory
ii.
20 GB
hard drive with at least 15 GB of available space
iii.
Support
for VGA graphics
iv.
CD-ROM
drive
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What is the Security Coverage Guarantee?
-
If your computer is attacked by an Internet threat
while a current SecureIT Plus is running, Security
Services will repair it for free, or reimburse you
for up to $100.00 toward the cost of local repairs. Call SecureIT
Services technical support at 1-877-373-3320 to
report the problem first.
-
If I have more than one computer can I install the
service on the other machines I own?
-
A
CD can be used to install the product on more than
one machine; however each machine requires a unique
license key for product registration and
installation.
-
Do I need a unique e-mail address for each of the
multiple computers on my network?
-
We’re checking on this one…
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Do I have to be a Ponderosa Internet Customer to
purchase SecureIT service from Ponderosa Internet?
-
Currently this is a companion product to our
Internet Access services.
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I have questions about or need help with installation.
-
Assisted installation is free. Call SecureIT
Services technical support at 1-877-373-3320 to
request an appointment for installation.
-
I already have security software on my PC, do I have
to remove it?
-
All virus and spyware protection software must be
removed prior to installation. SecureIT Services
technicians are available to assist in this
process. Stand alone Firewall programs are able to
be left on the machine in most instances.
-
How long will the installation process take?
-
Installation times can vary depending on machine
resources and Internet connection speed. Average
installation time is 18 minutes followed by the
initial system clean up which can take up to an
additional 45 minutes depending on Internet
connection speed.
-
I think my machine may already be infected can I move
forward with the installation or do I need to have my PC
cleaned first?
-
It is recommended that if you believe your machine
is already infected that you take advantage of the
Supported Remote Installation. SecureIT Services
technicians will be able to clean your machine while
they are installing the product.
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How can I contact SecureIT Services?
-
Call Ponderosa Internet Technical Support
1-800-903-1444
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Call Security Services Support 1-877-373-3320
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E-mail us at
info@securitycoverage.com
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Online chat: On line chat can be accessed by right
clicking on the Gold padlock icon in the lower left
hand corner of your screen and selecting Request
Remote Support from the pop up window. This will
generate a new window on your desktop, within this
window click on the “Request Assistance” button.
Once you have clicked on this button, a SecureIT
Services technician will respond momentarily.
-
When can I contact SecureIT Services Technical
Support?
-
The call center is open 24/7.
i.
Staff is
in the office during the following times (all times listed
are Pacific Time Zone)
1.
Mon.-Fri.
6 AM to 8 PM
2.
Sat. 6 AM
to 3 PM
3.
Sun. 9 AM
to 3 PM
4.
All times
outside of the hours listed above are supported via on-call
staff. Customers can select an option to leave a message
and a technician will call them back within 30 minutes.
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