Your questions, clear answers.

Remote support can help with software settings, email, accounts, a printer that is already connected or a backup, where the device and connection allow it.

A home visit is more suitable when equipment needs inspecting, cables need connecting or a physical installation is required. We assess your need before confirming the type of support; remote assistance cannot replace every hands-on task.

I support individuals and professionals according to their equipment, available access and what is feasible. Checks and limits are explained before the intervention.

The Prices page details the services, possible actions and tasks that need your participation or an on-site visit.

• PCs and Macs: slowness, software, updates and operating checks.
• Printers and scanners: connection, drivers, printing and scanning.
• Phones and tablets: storage, accounts, photos, backups and compatible transfers.
• Email and security: sending messages, synchronisation, authorised account recovery and protection settings.
• Internet and connected equipment: routers, Wi-Fi, networks, Starlink, TV, audio, cameras and smart-home devices, depending on the hands-on work required.
• Professional requirements, gaming networks or websites: the scope is defined after discussing your request.

No. Remote support is available across France where the problem, equipment and connection make it feasible.

For home visits, I work in the eligible area around Sisteron in Alpes-de-Haute-Provence and Hautes-Alpes, within an indicative geographical radius of 60 km. Tell me your town or village so I can check the journey and explain its conditions before the visit.

Options depend on the model, operating system, permissions and available connection. Screen sharing or remote control is not possible on every device.

I check the right method before the session. On some devices, support means guiding you through the steps yourself. If the computer will not start, the connection is unusable or a component needs examining, another approach or an on-site visit may be needed.

Use the booking link or contact me to explain your need, the device and the type of support you would prefer. Appointment times depend on availability and whether the requested work is feasible.

Check the instructions you receive and contact me if confirmation or conditions are unclear. Before the intervention, we clarify the scope, price and any preparation needed.

Describe what is no longer working, when it started and what you would like to restore. Where possible, include the device type, make, model, operating system and exact error message.

Mention recent changes, steps already tried and priority files or tasks. For a home visit, include your location; for remote support, say whether the device starts and Internet works. Do not send passwords, verification codes or bank details.

Keep the affected device nearby with its power supply and any useful accessories. For a printer, have paper available and make sure you can reach the connections.

Prepare your priorities and any error messages. If you have a recent accessible backup, note where it is stored. Keep your sign-in details so you can enter them yourself if needed; you do not need to send them in advance. For remote support, stay present and wait for my explanation before connecting.

The problem, proposed work and price are explained before you agree. For remote support, one package applies according to the agreed intervention; package prices are not added together.

Home visits cost €89 including tax per hour, with the travel charge explained before the visit. Special or complex requests are assessed or quoted according to the need. An initial estimate cannot guarantee resolution or an exact duration before the checks.

• €29 including tax: the Express package for an agreed quick repair that resolves the problem, even if this happens during the first ten minutes.
• €49 including tax: agreed remote support for up to 30 minutes.
• €69 including tax: agreed remote support for up to 60 minutes.

They cover diagnosis and the connection test only, for up to ten minutes, without a repair. This check helps assess your need and whether support is feasible.

If you agree to a quick repair and it resolves the problem, the €29 Express package including tax applies, even during these first ten minutes. The free period is therefore not ten minutes of free repair work.

Going beyond the planned time does not create an automatic extra charge. We review the situation before continuing beyond the agreed scope.

After one hour, an extra fifteen minutes at €17.25 including tax may be offered, depending on my availability. Each extension requires your prior agreement and a new confirmed payment. Another appointment may be needed if the remaining work cannot be completed within the available time.

Package time starts when troubleshooting actually begins, after payment is confirmed and a new session is opened with your consent. Diagnosis and the connection test alone, and payment time, are not deducted from the package.

Yes. I personally send you a secure Stancer payment link after we agree on the work and amount. You make payment on the Stancer page; this FAQ does not collect payment details.

Before payment, the remote support session is completely ended and IP Assistant Remote Control is closed. You pay privately, without screen sharing. The Remote support payment page explains the steps and precautions.

No. Before you enter any payment details, the remote support session must be completely ended and IP Assistant Remote Control closed, not merely paused. You enter your details yourself on the secure Stancer page, without screen sharing.

Never send bank details through the chatbot, by message or to the technician. Support resumes only after payment is confirmed and you consent to a new connection; a pending transaction is not a payment confirmation.

We start by discussing the problem and checking feasibility. I explain the connection steps and required permissions before the session. You authorise the connection, remain present and can stop it.

Support covers the agreed checks and actions. I explain what we are doing, then we test the affected functions together. The relevant connection instructions are provided for your intervention; do not install a tool at the request of someone you have not identified.

Yes. You can stop the connection at any time. I explain the controls and permissions before we start.

If a step is unclear or you want to stop, tell me and end the session. We can then review what has been done and any possible next steps. The session is not resumed without your agreement.

No. Do not send them by message, through a form or in the chatbot. When account access is needed, you enter your own sign-in details; the steps are arranged so they are not exposed.

Account recovery follows the provider’s procedures and evidence requirements without bypassing its protections. What is possible depends on available access and the provider’s decision. Tell me if a confidential screen appears before we continue.

No intervention can guarantee zero risk, especially if storage is already failing. We identify important files and available backups before actions that could affect your data.

I explain the precautions and limits. Deletion, reinstallation or transfer is prepared with your agreement; synchronisation should not automatically be treated as an independent backup. If the storage condition requires other precautions, we discuss them before proceeding.

Recovery depends on the cause, the storage condition and any data written since the loss. I first assess the options and accessible backups, without guaranteeing a result.

A damaged drive or physical failure may require specialist assessment. Mention data loss when you first contact me so the issue is not treated as a routine cleanup or reinstallation. Any recovered copy then needs to be checked.

Yes, depending on file access, devices and available storage. We choose the folders to keep, where copies will go and the useful settings: an external drive, a new computer or compatible storage.

I can guide you through photos, documents, contacts and transfers between compatible devices, then check copied files and backup settings. Synchronisation, available space and access permissions are reviewed; options vary according to the models and services used.

We test the affected functions in practical ways: opening relevant documents, sending a test email, printing, scanning or checking a connection, depending on the service.

I explain the settings changed and we review the result, any remaining limits and further actions to consider. If a symptom does not occur during the appointment, I make that clear rather than claim it has permanently disappeared.

Yes. You will receive an invoice at the end of the intervention. It records the agreed service and price.

Keep it with your appointment information. We also finish by reviewing the work carried out and the result checked together.

Contact me with details of the previous intervention, the symptom and when it returns. The exact error message and any changes since the appointment help prepare the discussion.

We distinguish what has already been checked from a new need or a different fault. If another intervention is required, its scope and conditions are explained before you agree.