Frequently Asked Questions

What are my minimum requirements to use the Rapid IT Support Service?

To use Rapid I.T’s remote support services you must have good access to the Internet. Its that simple, if you have internet, you have our support 24 hours, 7 days a week.

What kind of computer support services does Rapid IT Support offer? 

We offer expert computer troubleshooting services by Australian technicians at a low cost and in timely manner. For specific examples of some of the services we offer please click here.

When can I call upon Rapid IT Support for help?

Rapid I.T Support are available to you on demand, 24 hours a day, 7 days a week. All you need to do is submit a ticket and we will resolve your issues as required. No more down time, no more computer related headaches. If you need us, we’re here for you.

What devices are supported at Rapid IT Support

Rapid IT Support can help you with with your PC and Mac laptop and desktop, as well as your Android or Apple iPhone, iPod or iPad. If you have a question, or you don’t quite understand something. Call us and we will walk you through any issues you may have.

How secure are your services when logging into my computer?

You have 100% control over anything that happens on your computer. You can see everything the technician is doing and you can cancel the session at any time. If you have any questions during the session you can chat one on one to your technician using the chat system provided.

How do I access Rapid IT Support services?

The easiest way is to submit a support ticket using the provided button in the title menu (registration required). As soon as your ticket is submitted we will be notified and will contact you promptly. If you wish to speed up the process and be served faster you can choose to pre-pay your ticket or use our priory service.

What do Rapid Cover Subscriptions cover?

Rapid Cover Subscriptions are ideal for those of us that depend heavily on our computers. Some of the general services offered under this cover include:

Computer maintenance, device set-up, network configuration, virus protection, data back-up and security, computer repairs and advice. However with the heavily discounted support tickets included in the cover plans, you can receive support with pretty much anything computer related, cost effectively and rapidly. We’ve got you covered.

Can I cancel my Rapid Cover subscription?

Your subscription can be canceled at any time. We have no lock in contracts or hidden fees. Upon cancelation you will be billed to the end of the billing month and services will cease on the completion of the billing month.

When will i be billed for services?

Rapid Cover subscriptions are billed on a monthly basis starting from the day you sign up. A 1 hour ticket is included in the initial cost of sign up marked “sign up fee”. General tickets are billed after the initial inspection stage. However you can skip the queue by pre-paying your tickets or paying for the priority service through our website.

Do i need to register to use your services?

No, to use any of our services you can do so unregistered. However being registered will allow you to submit your issues faster and therefore allow us to diagnose your problems faster (subscription holders must be registered). You will be asked various questions including your name, email and address to register.

How do i register?

Registration is simple. Hover your mouse over the login button and a new menu will appear below. Within this menu you will notice the register button. Press this button and you will be redirected to a form to provide your details to us. Once this form is completed and submitted you will receive and email with your username and password.

How do i change my password?

To change your password hover over the login button. Within the expanded menu you will see a “my account” button. Press this button and you will be redirected to your account page. Within this page you have the option to change your password, view your subscription status, recent orders and billing address.

How do i pay for a ticket?

There are a few options available to you. Initial inspection is always free during business hours so any ticket submitted is free up until you agree for us to go ahead with a solution. At this stage your credit card details will be requested to proceed.

The second option is that you prepay your ticket through our website. The payment options will be made available to you under the ticket form. Within this option will be prices for a single ticket (prices will vary depending on your subscription plan), priority service and subscription plans if you aren’t already subscribed. Please note that prepaid tickets and priority service will be serviced before non prepaid ticket holders (priority service is the highest priority and will be served before pre-paid customers).

To complete the payment add the item to your cart the press the cart button located in the menu and select “checkout”. In the checkout page you will be asked to confirm your billing and credit card details. Once checkout is completed and you have paid for the ticket or priority service we will be instantly notified and you will be placed in the appropriate queue.

What if my issue is urgent?

If your issue is urgent there are two options available to you. You can pre-pay your ticket which will advance you in the queue. Or you can pay for priority service which will advance you to the next available technician.

The queue priority is as follows:

  1. Priority Customers are at the front of the queue and are highest priority.
  2. Pre-paid customers closely follow;
  3. Unpaid tickets (free initial inspection) are served last and require more time to attend to due to administration.
What if Rapid IT Support can’t resolve my issue?

In the extremely rare case we cannot resolve your issue, we will refund the cost of  your ticket. Please note that the cost of priority and the initial cost of after hours inspection will still be payable and will not be refunded.

How long do solutions usually take to complete?

Most issues are resolved within an hour. In the rare circumstance to we require more time, you will be notified before the repair and it will be your choice to proceed.

How long will i have to wait before i am served?

Times will vary depending on the size of the queue. Generally priority tickets will be served within two hours, prepaid tickets within three hours and normal tickets within the same day.

How do i log in to my account?

To log in to you account click the “login” button located in the menu above. You will be asked for your username and password (emailed to you on registration). Use these credentials to login to your account

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