SecureIT Services
Frequently
Asked Questions
- 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)
a. System memory: 98/ME – 96 MB; 2000/XP – 128 MB
b. Administrative rights are required for 2000 and XP systems
c. Windows version: 98SE/ME/2000/XP
d. Available Hard Drive Space: 200 MB
- What is the Security Coverage Guarantee?
a. 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 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. 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?
a. We’re checking on this one…
- Do I have to be a Ponderosa Internet Customer to purchase SecureIT service from Ponderosa Internet?
a. Currently this is a companion product to our Internet Access services.
- I have questions about or need help with installation.
a. 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?
a. 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?
a. 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?
a. 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.
- How can I contact SecureIT Services?
a. Call Ponderosa Internet Technical Support 1-800-903-1444
b. Call Security Services Support 1-877-373-3320
c. E-mail us at info@securitycoverage.com
d. 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?
a. The call center is open 24/7.
- 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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