Frequently Asked Questions

Here are some of the most common questions people have about our service. We even dive into what’s included in your paid plan.

FAQ

Most frequent questions and answers

First, check out our Open a Ticket! page. There we will guide you on the process.

Everything starts with creating a ticket and logging your issue, e-mail support@thenerdman.com for our automated system to create your ticket. Depending on your issue, your ticket will be routed to either the Help Desk, Billing, etc. If you have a question, you can still submit your question to the support email above and someone will answer it within 24 hours.

If you don’t want to make a ticket, look for the   on the bottom right and get connected with one of our nerdy techs.

From there, once your ticket is logged, someone will reach out to you via e-mail or phone (plan dependent) and gather more information and schedule some time to troubleshoot your issue. Support can be done over e-mail or through remote desktop (Team Viewer), the preference is yours.

Once your issue is resolved and your satisfaction is met we will close the ticket.

The Nerd Man tries to be dynamic and flexible in all ways.

We accept PayPal, American Express (Amex,) MasterCard, Visa, Automated Clearing House (ACH) bank-to-bank payments, checks and probably more in the future! We are willing to work with you since you are willing to work with us.

Projects are bigger than a simple task such as installing a program or retrieving lost data. They are more involved since they typically involve building out a system, website, or process to help improve work flows. The Nerd Man will sit down and take time to listen what it is you are trying to accomplish and map out a process to complete your project and take the guesswork out of it.

If you would like The Nerd Man to run the project, we are more than willing to help and will give a fair rate depending on the amount of work involved. Projects come in all shapes and sizes, but we will not lead you astray with frivolous fees or enormous costs. We are here to work for you!

After working in IT for a few years, it dawned on us that clients pay their IT vendors a lot of money for projects, but not just projects, wasted time. Our bosses and the C-Level bosses just call that the nature of the business because every businesses’ bottom line is to get paid. That may the nature of the IT world, but for us we do not feel like cheating customers out of money for sitting on our butts waiting for updates to finish or data to compile. You, the client, only pay for actual hands on work, which means your money is actually paying for real work and not downtime.

The Micro, Small or Mid+ plans will be under a contract between The Nerd Man and each unique business. The needs of businesses vary entirely and so the contracts will vary as well.

There is a lot that is covered in the Bronze, Silver and Gold plans. Have data you need transferred off of old Hard Drives you need? You’re covered. Need help with a script you’ve been working on? You’re covered. Need to resize some pictures on your computer? Yep! You’re covered.

Any problem or task you can come up with, The Nerd Man will help you and that time will fall under your hours. Once you’ve reached your monthly limit, our hourly rate defaults to $30/hr per request. Upgrading to Silver from Bronze is an example though of not having to pay more for less.

Some requests may fall under the category of a Project. Often, projects will usually go beyond the scope of your plan and max out your hours for the month. These requests will require more planning and time to make sure they are done within a reasonable time frame and for a fair price. Examples of this are: building out a website or building a computer. At the discretion of The Nerd Man, we will consider all requests under your plan, though if the work goes beyond what your plan would normally cover then a Project Rate will need to be discussed between yourself and The Nerd Man.

Not currently, but if you would like to join our team then send an e-mail to info@thenerdman.com and someone will reach out to you!

Cancel anytime! Seriously! We are not going to hold a contract over any Household plan. Use us as you please, but trust us when we say you are getting more for your value when it comes to times and expertise. Once cancelled, we will refund your full amount and your service will end on the last day of that month or we will pro-rate your refund depending on the time of the month you cancel.
Business Contracts will have predetermined cancellations policies that are agreed upon between both parties.
The Nerd Man will not cover extraneous costs such as subscription fees or purchase equipment on behalf of the Household client. If something such as a computer needs to be purchased, The Nerd Man will consult on a model that suits the clients needs. The onus is on the client to purchase said machine or equipment for their household.
The only software item that our company will place on your machine is called Automox, we install an agent to help with PC inventory and patch management. Upon cancellation of our service, we will remove this software.
Other software that may be installed will be PC maintenance software such as CCleaner, a lightweight, non-intrusive data removal tool for freeing up old and stale data. This is a pretty standard consumer product that is free and many people around the world use.

The Nerd Man will primarily use TeamViewer for Remote Technical Support. An ID from the software and a randomized password are generated per session. TeamViewer should be off at all times until a remote-connection is necessary between the tech and the client. When we are finished helping the client out, we recommend that the software be exited and shut down to prevent anyone from accessing or seeing your TV ID and password.

Remote Desktop Support

Email Support

3-Hours monthly

10 Tickets Per Month

Automatic Patching

Automated Preventative Maintenance

Monthly Reports

Unlimited Questions

$20 on-site fee (for local clients)

Help Desk Portal

“You pay for actual hands-on work, no hidden fees.”

Bronze Plan Included

On-Site Fee Waived (for local clients)

6-Hours + 20 Tickets/mo

+ Phone Support* (within business hours 8AM-4PM EST)

Covers 6 PCs

Monthly Reports

Project Consulting* (see Project Consulting in FAQ)

Silver Plan Included!

All PCs Covered!

ISP + Router Monitoring

15-hours + ∞ Tickets

Email + Phone Support

10% Project Discount

+ After Hours Phone Support

The Nerd Man is an experienced tech who has dabbled in all sorts of areas of technology. He can build WordPress sites, manage installations of high-speed Internet across state lines, set up forums, convert physical hard drives into bootable virtual ones. Nothing is too hard for The Nerd Man, so feel free to ask what can or can’t be done. The Nerd Man also has many colleagues who can assist in areas he cannot, so do not be bashful in your requests. We will find a way to digitally skin the cat for you!