How the flat $99 works, who our engineers are, and how we keep your payment and your systems protected.
Every ticket is a flat $99 and covers one discrete IT issue — a single, defined problem, worked until it is resolved. There is no hourly billing, no per-minute meter, and no surprise line items. Follow-up questions and back-and-forth on that same issue are included.
If what you describe is really several separate problems, or a larger project like a migration or an office build-out, the assigned engineer will flag that up front so you can decide how to proceed — either as multiple tickets or as a scoped quote — before any additional charge.
Your card is authorized — not charged — when you submit a ticket, and the $99 is held in escrow through our payment processor, Stripe. The funds are only released to the engineer when you confirm the issue is resolved.
If the work is not completed to the terms of our guarantee, you can open a dispute during the review window and eligible tickets are refunded in full. You are never charged for an unresolved issue you have not accepted.
Our engineers are independent, certified professionals — not an offshore call center. Every engineer is identity-verified, has their certifications checked against the issuing bodies, and passes a background screen before they can take a single ticket.
Credentials commonly held across the network include CompTIA A+, Network+, and Security+, Microsoft certifications, Cisco CCNA, and CISSP. A number of our engineers are security-cleared professionals with backgrounds supporting enterprise and government environments.
During business hours, most tickets are claimed by a certified engineer in under 15 minutes. You are notified the moment an engineer is assigned, and from there you can message them directly on the ticket.
Urgent issues are prioritized in the queue. Outside business hours, tickets are picked up as engineers come online — you will always see the current status on your ticket.
Yes. Remote sessions are encrypted and permission-based: nothing happens on your device without your explicit consent, you watch the session the entire time, and you can end it at any moment. Engineers work strictly within the scope of your ticket.
We recommend backing up important data before any remote work, as a standard precaution, and our engineers will never ask for information they do not need to resolve your specific issue.
Every ticket is backed by our fixed-it-or-free guarantee. If the issue is not resolved, do not confirm the ticket — instead, open a dispute within the review window. Eligible tickets are refunded in full to your original payment method.
Because your payment is held in escrow until you confirm, an unresolved, unaccepted ticket simply is not paid out.
Per-ticket support is our core offering and works great for one-off problems. If you need recurring help, fleet coverage, or a longer project, we also offer business plans.
Reach out through our contact page and we will scope an arrangement that fits — whether that is a block of tickets, a retainer, or dedicated project work.
We provide remote support to clients nationwide, and we publish local service information for 100+ U.S. counties. Because the work is delivered over secure remote sessions, you do not need an engineer physically on-site for the vast majority of issues.
You can browse service areas by county from the footer or the service-areas page to see local details for your region.