General FAQs


Is your computer / laptop giving you a headache??? E-mail set-up frustrating you??? Why not call the RescueBox team who will gladly assist you! The more complex a query, the more excited our agents get…

General

Does RescueBox guarantee it’s service?

The answer is YES we do! If you’re unhappy with your service, please contact the RescueBox team. We have total confidence in all our agent’s abilities. For further details, please see our Terms of Service.

How do I pay RescueBox?

The RescueBox service runs strictly off debit order.

What type of services does the RescueBox provide?

We provide swift and professional solutions for all things technologically related to IT and certain mobile devices*. We offer computer support and maintenance via remote and show you how to make home technologies work together.

Can RescueBox help me with my MP3 player?

Of course Yes! Call us for more info on 0861 000 687!

What if RescueBox can't fix a problem, or it goes wrong again after the RescueBox Agent has finished the service?

We guarantee you that all our agents will try their utmost best to sort out a problem for you. For further details, please see our Terms of Service.

RescueBox Support

What does RescueBox Repote IT Support cover?

Our main support services include software maintenance and tune-ups, web security, email, storage and data back-up, advice, but if it’s something that involves a computer, chances are we can help. Just speak to a RescueBox Agent and they’ll work out what you need. RescueBox are here to resolve your problems from beginning to end, without transferring you to someone else.

Does RescueBox Support have any special requirements?

RescueBox Support supports the following computer operating systems:

Does RescueBox Support require any computer hardware?

Yes, we require the below as minimum:

What is expected of me?

We expect you to use the service subject to the following conditions:

What do I do when I have a techinical problem?

If you have a technical problem, you can call us during our office hours of 9:00am – 18:00pm on 0861 000 687 or e-mail support@rescuebox.co.za and one of our RescueBox Agents will resolve your problem over the phone. When you call, please ensure that you have either your ID or Cell phone number on hand.

What technology issues does RescueBox Support not provide support for?

RescueBox Support is a personal IT support service. We are unable to provide support for the following:

Remote Fixes

What are "remote fixes" and how do they work?

"Remote" fixing allows RescueBox to access your computer via your broadband connection. They will then take control of your mouse to carry out the work, talking you through what they are doing over the phone.

What are the requirments for remote fixes?

For an Agent to perform a remote fix you will require a working broadband internet connection with your computer using Windows XP, Windows Vista or Mac OS 10.4 up

What is this PIN code?

A 6 digit PIN code is what we will provide you with should we require access to your computer for those more difficult problems to solve.

How do I start a remote Fix?

Two ways, you can either Sign up for RescueBox Support and get a package of your choice for remote fixes. When you are ready to start a remote fix just pick up the phone and call 0861000687.

Once we diagnose your issue may require access to your computer in order to resolve it, we will then direct you to a page and give you a 6 digit PIN code. This PIN code is unique and is used to allow us to setup the remote control session.

You can end the session at any time and once the service is completed the remote session program will delete itself. If you require another remote fix in the future we simply follow the same short process.

Home Visits

Can RescueBox visit my home?

RescueBox is a pure remote service i.e. we do not do any physical callouts.

Insurance

I have a question about insurance?

You can buy insurance over the phone by calling 0861000687.

What insurance policies are available?

For a full list of RescueBox policies, click here to go to our Insurance page

How do I make a claim?

When the out of the blue happens to your phone, laptop or USB modem, we know it can be a very traumatic! Consequently, we have tried to make it as easy as possible to submit a claim. If your mobile, laptop or USB modem was lost or stolen, you can make these claims on our website or by calling 0861000687 (calls may be recorded for security purposes). When you make a claim, we'll need your name, date of birth, address and the policy number as shown on your Certificate of Insurance, so make sure you have these ready.

How do I make a complaint about my policy?

We hope you are happy with the service that we provide. However, if you are dissatisfied with it for any reason we would like to hear from you. To complain you can contact us in two ways:

What is email technical support?

Email technical support is a service provided by RescueBox with RescueBox Protect products. If you have any technical problems, you can email one of the RescueBox agents and they will get back to you with an answer within 24 hours.

Technical

Complicated issues can have simple answers - and they’re all yours for free

Can you help remove spyware or a virus from my computer?

Call 0861 000 687 and speak to a RescueBox Agent. They’ll help you find out what’s causing the problem and come up with an answer.

What is spyware?

Spyware is computer software that is installed surreptitiously on a personal computer to intercept or take partial control over the user's interaction with the computer, without the user's informed consent. This is especially true of free software downloaded from the internet. Spyware can also be part of a computer virus released by an unsuspecting user. And, even though you may remove the virus or fix the problems it caused, the spyware remains on the computer, collecting data and reporting back to parties interested in stealing information. Call 0861 000 687 and speak to a RescueBox Agent. They’ll help you find out what’s causing the problem and come up with an answer.

How do I know if I have a virus or spyware?

If you have spyware on your computer it will almost certainly cause your internet connection to significantly slow down. Another indication is an sudden large amount of annoying pop-up windows. Left untreated, spyware could begin to crash your computer and even lead to identity theft. To find out if you have a virus or spyware call 0861 000 687 and speak to a RescueBox Agent. They’ll help you find out what’s causing the problem and come up with an answer.

How do I keep viruses and spyware off my computer?

Here’s what you can do: 1. Be precautious of wary emails from unknown sources - they can contaminate your computer 2. Stay away from ‘dodgy’ websites (you know what we mean) - these are a sanctuary for malicious and irritating intruders 3. Make sure you have an anti-virus and anti-spyware installed on your computer and don’t forget to update it every week 4. Be sure to update your computer with the latest patches from Microsoft. The RescueBox can help combat spyware, click here to find out more. Call 0861 000 687 and speak to a RescueBox Agent. They’ll help you find out what’s causing the problem and come up with an answer.

How can I get The RescueBox to help me?

Simply call 0861 000 687 and speak to a RescueBox Agent. They’ll help you find out what’s causing the problem and come up with an answer.

My computer is so damn slow! What could be creating this problem?

There are a various things that cause your computer to slow down. It could be that you have too may programs running in the background. Or maybe spyware or viruses are slowing you down. See how The RescueBox offers to help get your computer up to speed, click here to find out more.

How can I get music and video on to my mobile phone or iPod?

Most phones and mp3 players now come with the software, cables and instructions that one need’s to get them to link to your computer. However, if you’re struggling to get the connection going, why not call The RescueBox? The team would be only too happy to assist you with these types of queries and more so, to show you how to get the most out of the device. For example, did you know you can use an iPod or such device as an external hard drive? Or that you can sync your phone to your PC’s calendar and contacts so you have the most up to date information on both???

Any more Questions?

If you still have a question, feel free to send us an online feedback message and a consultant will contact you shortly. Click here to send a feedback message.