FAQS - IT TECHNICAL SUPPORT

The pick-up and delivery service in La Línea de la Concepción (postal code 11300) is completely free of charge. For other areas, the cost varies depending on distance and the number of kilometers. We recommend checking our service catalog to get the exact rate according to your location.

Operating system installation or reinstallation and updates: All devices are delivered verified, updated, and with a restore point created to allow returning to a stable state if necessary. The guarantee for formatting service is 15 calendar days from the delivery date. During this period, if the client detects any problem related to our service, we will review the device free of charge. The guarantee does not cover malware infections occurring after delivery, modifications to the operating system (including Windows builds different from the one we installed), failures caused by Windows updates published after delivery, or issues arising from the device’s hardware. In case of hardware-related errors, we provide a free diagnosis.

Application installation: Software installations have a guarantee of 15 calendar days. If an error is attributable to the service, it will be resolved as quickly as possible, either remotely or on-site, during our business hours.

Services for replaced or installed parts in PCs or servers: Replaced parts have a 3-month guarantee from the delivery date, provided no manipulation by the client or third parties outside TechSupport is detected. Newly installed parts purchased directly from us have a 3-year legal manufacturer warranty, as do parts purchased from Amazon, PcComponentes, and others, which must also provide a 3-year manufacturer guarantee.

Preventive or corrective physical maintenance: 30 calendar days from the delivery date. The guarantee will be voided in case of subsequent manipulation of the device by the client or third parties outside TechSupport.

Installation of new custom-built devices: 3 months guarantee.

Issue resolution: If there is a demonstrable reason for dissatisfaction with the service provided, and no negligence on the part of TechSupport exists, a refund of the amount paid may be offered as a goodwill measure, terminating the commercial relationship between both parties. If a service has already been covered under warranty and additional interventions are required to ensure device stability, these will be quoted as separate services and recorded in the corresponding technical report.

In the event of a demonstrable cause of dissatisfaction with the service provided, and provided that there is no negligence on the part of TechSupport, a refund of the amount paid may be offered as a goodwill gesture, thereby terminating the commercial relationship between both parties. The warranty and the possibility of a goodwill refund apply only as long as the equipment has not been tampered with, modified, or altered by third parties unrelated to TechSupport. Any subsequent tampering carried out by another company or by the client themselves voids the warranty coverage and the goodwill refund.

A defect in execution is understood only as a failure directly attributable to TechSupport’s intervention that prevents correct use of the contracted service.

Failures caused by external factors, such as software updates released after delivery, malware infections, manipulations by third parties or the client, pre-existing or subsequent hardware failures, or configurations or installations not performed by TechSupport, are expressly excluded from the guarantee.

The subjective perception of dissatisfaction without demonstrable technical cause does not constitute a defect of execution for warranty purposes. In the case of hardware-related services, the service warranty will be void if there is evidence, testimony, or proof of internal manipulation of the equipment by the client, third parties, or any other company. If the equipment is under warranty, TechSupport will cover any related issues at no additional cost, as well as internal hardware upgrades (RAM expansion, addition of hard drives, or other similar improvements), ensuring that only our direct intervention has modified the equipment in accordance with the applicable warranty.

TechSupport operates as a professional provider of technical services and guarantees only the work performed directly by our technicians. Only issues directly attributable to TechSupport’s intervention will be covered under the published warranty terms.

Without a prior technical diagnosis before pickup or intervention, the client’s subjective perception does not constitute reliable proof that the entire system or all its hardware is in optimal condition. It is not possible to guarantee the state of the hardware if the client does not provide a technical report or tests confirming that the equipment arrives under our supervision in a verified state. The tests conducted during the intervention —memory, CPU, graphics cards, hard drives (read/write, sectors), SSD health, power supply voltages, and other checks— certify only the condition and functionality of the equipment at the time of our review. Pre-existing issues, faults arising from hardware not supervised by TechSupport, or errors appearing over time due to causes unrelated to our service are explicitly excluded from the warranty.

We do not have and will not have a physical store/office. Our team works remotely. Depending on the area, you will have a project manager available for meetings with clients. The departments working as a marketing agency (web, graphic design, and digital marketing) are 100% remote work, and we will have face-to-face meetings, video calls, emails, or WhatsApp chats as needed, always according to the client's preference. The technical support service assists companies remotely and also provides onsite support. Repair services are handled by technicians responsible for each area, who have a designated and equipped area at their home for any repairs, and all follow the same protocols when repairing your equipment.

No, we provide technical services but we are not a store. We always recommend branded and quality products to our clients, knowing that they are their best solution. As a general rule, the items we recommend and advise are from PCcomponentes, Amazon, or NitroPC. At a local level, we cannot compete with these companies that offer extraordinary warranty and service times, so the client has great sales and returns service as well as always having the best price guaranteed.

Yes, we provide custom computer assembly services, either from scratch or by upgrading components of existing systems to enhance their performance. We advise our clients and recommend products based on the best quality and price from PCcomponentes, Amazon, or NitroPC. Then, we proceed with the assembly and/or installation of the operating system and conduct tests. Why do we do it this way? Because we don't want to inflate component prices since no one can compete with Amazon, PCcomponentes, or NitroPC in terms of pricing. Therefore, we ensure that our clients get the most out of their budget by providing them with the best products at the best prices.

Since your equipment is in the workshop, it depends on the type of incident that needs to be resolved and the time of entry into the workshop. The average time is 24/48h. We also have plans for companies that involve urgency and are on the same day.
For example:

A new OS fresh install without data backup is ready on the same day, if you need a backup, it will depend on the size of the data to be copied.*

An incident of a device that does not turn on or has damaged parts, such as a laptop screen replacement, depends on the diagnosis time and the receipt of new parts. Once the parts are received, it is usually ready within a day.*

A custom Gaming assembly. Once the parts are received, if they are not in stock, it will be assembled, configured, and tested on the same day.*

*Please note that the time may vary depending on the demand for services at that time and the stock of the products needed for repair. Some, the most common ones, we have them. Others, more specific ones, for example, the screen of a specific laptop, we have to wait for the order to be received.

No. Technical support plans are monthly/quarterly and recurring, so if you started, for example, a support plan on the 1st day of the month, to cancel the service, simply notify us at least 24 hours before the next 1st day of the following billing period.

Price quotes of custom PC builds are completely free. These are quotes that cover all your needs within a budget limit that you tell us, the PC budgeted is designed to maximize the budget you have. The advice for doubts is completely free, and you can contact us by phone, email, or Whatsapp, whichever is most convenient for you. We are here to help you with whatever you need.

Contact us by phone, WhatsApp, or email, and we will have a face-to-face or virtual meeting. We will explain everything you need, from studying your case and needs to preparing a price quote with everything you need, without any obligation.

We currently do not offer financing. If you want to finance a purchase or pay in installments, you would need to contact your bank, and they probably won't have any problem with setting up a payment plan.

All payment conditions, whether general conditions of Tech Support or those agreed upon according to the needs or requests of the client, must be met by both parties. We offer our clients payment facilities and flexibility under conditions that both parties agree upon. Failure to comply with any condition by the client will result in the immediate cancellation of the project or service. For more information, please refer to the general and specific conditions that will appear in your quotes. Our team does not repair anything without the prior approval of a quote, so the client knows the amount of the repair at all times. Components (parts) are paid in advance, and services (labor) are paid upon delivery or installation of the devices at your home/office.

No. You will only be charged on a recurring and monthly basis, or as appropriate, if you communicate it to us during the trial period or after it ends. We do not make any charges to your credit card or ask for it to start the free trial, only when signing a monthly, quarterly, semi-annual, or annual contract.

Yes, at any time and without having to give explanations. We are completely flexible with our clients, so if you want to stop a maintenance contract for a while or definitively, you can do so. We need to be notified at least 24 hours before the next billing period/day so that it is not charged to your account.

Before the trial period or signing a contract, you will receive by email the price quote, privacy policy, and information regarding data protection, GDPR, and everything you need to know. If you have any questions, you can also ask us by phone, email, or Whatsapp.

We collect your device from anywhere in the Campo de Gibraltar at your convenience. We diagnose and quote a fixed price, no surprises. If you accept the quote, we retrieve the data from your device and send you a list of the recoverable data. If you approve the list because it contains everything you need, we proceed with our work. We recover the data and send it to you or bring it to your home on a new hard drive, or if the internal hard drive is healthy and has enough capacity, we will transfer it there once recovered. NOTE: Some files may be recovered after being deleted and may be corrupt or have issues opening. This is due to multiple factors such as data overwritten by prolonged OS usage or disk read/write operations after deletion, among others. We guarantee file recovery but not that 100% of the files can be opened and in perfect condition. The warranty DOES NOT provide refunds for data recovery services due to the state of the data, as there is always a percentage of files that have issues, whether it's 1% or more.

Typically Monday to Friday from 9:00 to 17:00 as a general rule, but this may vary depending on your company's needs and may have a special schedule.

We provide technical support in both Spanish and English. Our team will speak to you in the language of your preference, and emails, quotes, and conditions will be in the language you indicate as preferred.

Users can submit an unlimited number of support incidents.

You can contact us via email, phone, contact form, or WhatsApp.

It depends on the support plan you have:

1) Immediately - 30 minutes
2) 2 hours
3) 8 hours
4) 24 hours.

Providing more information when opening an incident can speed up its resolution.

Useful information to include:

Screenshots
Videos of the problem
Detailed written explanation
Error codes
Tested solutions or resources

We provided services for individuals and businesses until August 31, 2025. For operational and internal reasons at TechSupport, while of course still honoring the warranties of services in effect prior to this date, as of September 1, 2025, we provide technical services exclusively to SMEs and no longer to individual clients.