Terms and Privacy
We Care About Your Data
When a call is made to our 800 toll free number we will collect information such as name, billing address and credit card information for payment of online tech support services rendered. This data is not stored for future use and is discarded upon completion of the financial transaction. This data is not sold to third parties and is only processed by Boxaid employees and our credit card payment processor. We take every precaution possible to secure your data and prevent identity theft and data loss. We do this be simply reducing the amount of data we collect from our customers. This means we do not have user accounts online for our customers, we don’t collect passwords or personal and identifiable data. Our philosophy means focusing on the customer experience instead of collecting their personal information
At BoxAid we take every precaution when working on your computer remotely. Before we make any changes to your computer we are aware of the risks of the changes and should we need to, we can revert back to a previous state. We also avoid making risky changes that would affect your operating system files or critical components of your computer such as drivers or personal data.
Even with these precautions in place there is always a risk of data loss especially in the case of viruses or hardware failure. That is why it is imperative for you, the end user, to make sure you have performed a backup recently of your critical data such as pictures, music, documents, and financial data. As a rule of thumb you should always backup this information to an external drive or a cloud backup service for safe keeping. This way your data is always safe, especially in the case of a natural disaster or permanent failure. If you are not backing up your data you must inform the technician working on your computer so they may take even further precautions.
In certain cases we will receive a call from customers who may have failing hardware. Our technicians will analyze your hardware and always inform you if your hardware is failing. In this case we do not continue any further repair since the hardware such as a hard drive, or motherboard will need to be physically replaced. At this time we recommend that you find a local PC repair store if you will need help replacing the failing component. At Boxaid we can not help our customers physically replace any failing hardware since all our PC repair is performed remotely.
At BoxAid we use a software program called LogMeIn Rescue or ScreenConnect to connect to your computer to perform our repairs and and remove any malware from your computer. LogMeIn has multiple versions of its software that are designed for consumer use all the way to large enterprises. The version of LogMeIn/Screenconnect used by Boxaid repair technicians is the enterprise version of the remote control software. We have done extensive research on which program to use for Boxaid technicians and we have chosen LogMeIn/Screenconnect because of its extensive feature functionality and privacy features. We believe in simplicity at Boxaid and that means not installing unnecessary software on your PC.
That means when you install LogMeIn or Screenconnect during a session with our PC repair technicians, the software is only for that immediate session. Unlike our competitors, we do NOT leave any software on your PC after our session is over. We can NOT get back into your computer without your consent after our session is over. Finally, the software collects a log of all the technician’s actions on your PC so if there is a customer complaint or concern our management team can review the technician’s actions.