OakstoneAssist
Frequently Asked Questions
Clear answers to common questions about our guided assistance.
What is free?
The initial consultation and checkup. We discuss the issue, carry out an initial assessment and explain your options at no charge. There is no obligation to buy anything, and we do not ask for payment details. It is an assessment and a conversation, not a repair or a full diagnostic audit.
When is the $79.99 charged?
Only after the agreed issue has been fixed. We agree what the issue is and what will be done before any paid work starts, and we confirm with you that it is resolved before asking for payment.
What if the issue cannot be fixed?
Then there is no charge. Not every problem can be solved remotely, and some are hardware faults that need a physical repair. We tell you honestly if yours is one of them.
Is follow-up support included after a one-time fix?
No. One-time remote support covers the one agreed issue. There is no recurring subscription and no follow-up support included afterwards. An additional or separate issue needs a new assessment and a new agreement.
What does the annual plan cover?
Annual Computer Support & Scheduled Care is $499.99 for the year, paid upfront, and covers one computer. It includes unlimited remote troubleshooting for covered computer software, operating-system, settings and connectivity issues during support hours, plus 36 care sessions across the year of up to 45 minutes each, used whenever you need them. It does not include hardware repair or replacement, backup services, software licences or paid upgrades.
What does “unlimited” actually mean?
It means there is no limit on how many times you can contact us about a covered issue during your annual term, and no per-contact time limit. It does not mean every problem can be solved, that answers are immediate, that we are available around the clock, that hardware is covered, or that any third-party purchase is included. Unlimited troubleshooting is available during support hours, Monday to Friday, 9:00 AM–6:00 PM Central Time.
Does asking for help use up my scheduled care sessions?
No. Ordinary troubleshooting and the monthly care sessions are two separate things. Contacting us about a problem does not count against your 36 sessions, and the 45-minute limit applies only to the scheduled care appointments.
Does the annual plan renew automatically?
Yes. $499.99 is paid upfront for 12 months and the plan renews automatically each year until you cancel. There is no monthly payment option. If you see a monthly figure quoted, it is for comparison only — equivalent to $41.67 a month, billed as $499.99 annually.
How do I cancel?
Call us on 855-994-3703 or email info@oakstoneassist.com. There is no online account you have to use and no advance-notice deadline. Your cancellation takes effect when we receive it, and we will confirm in writing that automatic renewal has been cancelled, when your coverage ends, and whether a refund applies.
If I cancel partway through the year, do I lose my cover?
No. Cancelling stops the next renewal. If no refund applies, you keep your covered support and your remaining care sessions until the annual term you have already paid for comes to an end.
Can I get a refund on the annual plan?
There is no voluntary change-of-mind refund on the initial annual purchase, and cancelling on its own does not create a part-year refund. On an automatic renewal we will refund the payment in full if you ask within seven calendar days of the renewal and you have not used any troubleshooting or care session in that renewed term. Billing errors, unauthorised charges, service failures and your rights under the law are unaffected either way.
How many computers does the annual plan cover?
One computer.
How do the 36 care sessions work?
The annual plan includes 36 care sessions across your 12-month term, each up to 45 minutes, and you can use them whenever you need them — there is no monthly cap. A session typically covers your questions and any problems you have noticed, a review of appropriate operating-system and application updates, installing agreed updates with your permission, reviewing temporary files and carrying out suitable cleanup, reviewing unnecessary startup programs, and explaining what we recommend and what we did. We do not promise that every available update will be installed, or that cleanup will always improve performance.
Who schedules and delivers the care sessions?
Our technicians do. They arrange the appointments with you in advance and carry out the session remotely, with your permission, while you watch.
What happens to a session I do not use?
If you miss an appointment, contact us to arrange another time — missing one does not automatically use it up, and there is no missed-appointment fee. Rescheduling depends on appointment availability. The allowance is 36 sessions across the 12-month term and there is no monthly cap, so you can use them whenever suits you. Any sessions still unused when your term ends do not carry into a renewed term.
What is excluded?
We do not repair or replace hardware, and we do not work on physical faults. We do not promise that cleanup will always make a computer faster, and we do not install every available update straight away. We never delete personal files, passwords, browser data or applications without explaining it and asking first.
How does remote access work?
Only with your explicit permission, and only for the session you have agreed to. You can see what is happening on your own screen throughout, and you can end the session at any time. This website does not scan your computer and downloading or installing anything from us does not give anyone standing access to it.
What are your support hours?
Support hours are Monday to Friday, 9:00 AM–6:00 PM Central Time. Scheduled care appointments under the annual plan are arranged individually with you.
Do you charge for the first conversation?
No. Call 855-994-3703 and we will talk it through, tell you whether it is something we can help with remotely, and explain what any paid support would cost before you decide.