Appalachian IT Support

General Questions

What services does Appalachian IT Support offer?
We provide remote support, on‑site support, device troubleshooting, software installation, network setup, malware removal, and general IT assistance for your home.

Do you support both Windows and macOS?
Yes — we support Windows, macOS, Linux, Chromebooks, and most mobile devices.

Do you work with gaming PCs and streaming setups?
Absolutely. We specialize in gaming performance tuning, OBS/Streamlabs setup, audio routing, capture cards, and multi‑monitor configurations.

Remote Support

How does remote support work?
We connect to your computer using secure remote‑access software (such as TeamViewer). You will see everything we do in real time, and you can disconnect at any time.

Is remote support safe?
Yes. Remote sessions are encrypted, and we only access your system with your permission. You maintain full control and can end the session whenever you choose.

Do I need to install anything?
Yes — you must have approved remote‑access software installed before the session begins. Instructions will be provided when you schedule support.

On‑Site Support

What areas do you serve?
We provide on‑site support in Martinsburg, WV and surrounding areas in the Eastern Panhandle.

Do you charge travel fees?
Travel fees may apply depending on distance. You will be informed before scheduling.

Pricing & Payments

How much do your services cost?
Our standard rates are:
• Remote Support: $25/hr
• On‑Site Support: $50/hr
• Emergency / After‑Hours: $85/hr
• Or by the job pricing.
Prices do not include tax.

When is payment due?
Payment is required before or immediately after service is completed, depending on the type of support.

What payment methods do you accept?
We use Square for all credit and debit card payments, and we also accept Cash App and cash for in‑person visits.

Do you offer refunds?
Refunds are handled on a case‑by‑case basis. If an issue cannot be resolved, we will work with you to find a fair solution.

Scheduling & Availability

How do I schedule an appointment?
You can schedule through our Contact page or by submitting a support request form. Or via email or call us.

Do you offer same‑day service?
Yes — same‑day service is available depending on workload and technician availability.

Do you offer after‑hours or emergency support?
Yes, emergency rate may vary.

Technical Questions

Can you remove viruses or malware?
Yes — we provide full malware removal, system cleanup, and security hardening.

Can you help with slow computers?
Definitely. We diagnose performance issues, remove bloatware, optimize startup, and recommend upgrades if needed.

Do you build or repair custom PCs?
Yes — we can diagnose hardware issues, install components, and build custom systems.

Account & Data

Do you store my passwords or personal data?
No. We do not store or retain any personal login information.

Will you keep a record of my support session?
Only basic service notes (issue description, resolution steps) are kept for future reference. No sensitive data is stored.

Do you share my information with anyone?
Never. We do not sell, share, or distribute your information.

Other Questions

Do you work with businesses?
Yes - But only consultations

Can you help set up Wi‑Fi or home networks?
Yes — we install routers, mesh systems, extenders, and secure your network.

What if my issue comes back?
We offer follow‑up support and will re‑evaluate the issue at a reduced rate if it returns within a reasonable time.