eircom PC Support FAQ's

1. How will I be billed for the service ?
The services will be billed on your eircom phone bill under the Other Credits & Charges section.

2. How do the services work on my PC ?
With your permission the Support agent will take remote control of your computer and download the tools to your PC. The agent will then initiate these tools which will automatically deliver the service to you. You don't need to do anything, you don't even need to stay with the PC !

3. Is it safe to grant remote control of my computer to the Support agent ?
The Support agent only has remote access to your computer if you allow them and then only the agent on the phone can access your PC. If at any time during the call you are uncomfortable with the agent having remote access you can disconnect them immediately using an icon on your screen.

4. Will I be charged for the service even if it does not work ?
You will only be charged for the service if it successfully runs on your PC. If for any reason the service / tool cannot run on your computer you will not be charged. The Support agent will confirm if you are being billed or not at the end of the call.

5. Who are support.com (SupportSoft)?
In delivering this range of support services eircom has teamed up with support.com (SupportSoft). support.com (SupportSoft) is an established global provider of services that automate the resolution of technology problems. support.com (SupportSoft) solutions all take advantage of patented functionality in its support automation software platform, which provides the ability to precisely identify, diagnose and resolve technical problems via proactive, self- or assisted service solutions.

6. Is the service available 24 x 7 ?
Initially the service will only be available Monday - Friday, 12:00 - 21:00. It is fully expected that once the service is established these operating hours will be extended to ensure the service is available at a time that is convenient to the customer.