Frequently Asked Questions

Yes, it's safe — and no, we won't see your passwords unless you choose to show us. Here's how we handle it:

• We narrate everything we do so you can follow along
• We ask permission before opening sensitive apps like email or banking
• You type your own passwords while we look away, or we guide you without ever touching them
• Once we close the session, we're disconnected — we can't get back in without a brand new code from you

We also screen-record with your permission so family members can see what was done.

Windows: No downloads. Quick Assist is built into Windows 10 and 11. Just click Start, type "Quick Assist," and open it.

Mac/iPad/iPhone: You may need the Zoom app, which many people already have. If not, it's a free download from the App Store and takes less than a minute.

No problem — this happens sometimes. Quick Assist codes expire after 10 minutes, so if it takes a while to get started, we just give you a fresh code. If the connection drops mid-session, we call you right back and reconnect in seconds. You won't be charged extra for reconnecting.

Mac: We use Zoom. You join a meeting, click "Share Screen," and we can see your desktop and even request control to click around for you.

iPad/iPhone: We also use Zoom, but Apple limits remote control on mobile devices. We'll be able to see your screen and tell you exactly where to tap. It's like having us looking over your shoulder — just follow our voice.

Not at all. While seniors are our specialty, we help anyone who's frustrated by technology — busy parents, small business owners, people working from home, and adult children who are tired of being their family's 24/7 tech support. If it beeps, blinks, or confuses you, we can help.

Absolutely. With our ongoing plans, we can send email or text updates to family members after each session — even if they live out of state. We'll let them know what we fixed, what we checked, and any tips to prevent future problems. Many of our clients are adult children in Dallas, Texas, or California who want peace of mind about their parents' tech.

Both. Our $39 Senior Support and $49 Remote Support plans include unlimited remote help. Our $149 Complete Care plan includes one visit per month to your home within the Oklahoma City metroplex (up to 15 miles from downtown OKC), plus full remote support between visits. Beyond 15 miles, a travel fee applies to keep in-person visits worthwhile for our single-technician operation. We also offer one-time in-home visits — just call us to arrange it.

That's exactly what we're here for. You don't need to know the technical words. Just tell us what you see or what it's not doing. "The thing won't print" or "I can't get my email" is plenty for us to start. We'll ask a few simple questions and figure out the rest.

Great question — you should always ask this. Here's how you know we're real:

• We never cold-call you. You contact us first.
• We have a real Oklahoma phone number: (405) 877-2223
• We're a registered Oklahoma LLC with a real local owner, MK Janway
• We never ask for payment info upfront for a first consultation
• We never ask you to download strange apps — we use Quick Assist (built into Windows) or Zoom (well-known and trusted)

If someone calls YOU claiming to be tech support and asks for money or access — hang up. That's a scam. Real tech support waits for you to call them.

Our Senior Support plan is designed for adults 65+ who need regular, patient help without breaking the bank. It includes:

• Up to 4 remote sessions per month (most customers use 1–2)
• Scam prevention & call blocking setup
• Video call setup (FaceTime, Zoom) for family
• Email & software support
• Phone support during business hours (9am–5pm)
• Family progress updates

No contract. Cancel anytime.

Yes. All of our monthly plans are month-to-month with no contract. If you need to pause or cancel, just call or email us. We'll stop billing immediately — no cancellation fees, no guilt trips.

We handle software and configuration issues remotely — slow computers, viruses, WiFi problems, email setup, scam protection, etc. For physical hardware repairs (broken screens, dead hard drives, printer hardware failures), we can diagnose the issue remotely and recommend trusted local repair shops or help you order the right replacement parts. If you're on our In-Person plan, we can also swap out simple components like RAM or hard drives during a home visit.

Yes. We offer hourly remote support at $75/hour with a 30-minute minimum. Many issues are resolved in under an hour. We also offer a free 15-minute consultation to diagnose the problem and give you an honest estimate. If it's a quick fix, we may solve it right there during the consult at no charge.

We take privacy seriously. We do not store your passwords, banking info, or personal documents. Any notes we keep are limited to what devices you own and what issues we've resolved — nothing more. We use secure connections for remote sessions, and we never share your information with third parties. If you ever want us to delete your records, just ask.

We try to avoid handling your passwords whenever possible. If we need to log into an account to fix something, we'll either:

• Ask you to type the password while we look away
• Guide you through the steps verbally so you never have to share it
• Reset the password together with you watching, then have you change it again afterward

We never write down or store your passwords.

No. With Quick Assist and Zoom, the connection is completely broken the moment we close the window or you click "Stop Sharing." We cannot reconnect without you opening the tool again and giving us a brand new code. There is no persistent access, no hidden software, and no back door. You are in control 100% of the time.

We follow strict ethical guardrails designed specifically to protect senior clients:

• Never ask for passwords. You type them while we look away, or we guide you verbally.
• Always announce our actions. We say exactly what we're doing before we do it — no surprises.
• Confirm identity on every call. We verify who we're speaking with before discussing any account details.
• Family in the loop. With your permission, we send plain-English session summaries to your designated family contact.
• No upselling pressure. We recommend what's needed, not what's most expensive.
• Announce disconnections. We always say "I'm disconnecting now" before ending a remote session.
• Physical safety. In-person visits are scheduled during daylight hours with confirmed appointments.

Our standard phone and remote support hours are Monday–Friday, 9am–5pm Central Time. Response times vary by plan — see our response time FAQ below. In-person visits are scheduled during regular business hours with 48 hours notice.

Response times by plan:

• Senior Support ($39/mo): We call back within 2 business hours (Mon–Fri, 9am–5pm CT)
• Remote Support ($49/mo): We call back within 2 business hours (Mon–Fri, 9am–5pm CT)
• Complete Care ($149/mo): We call back within 1 business hour (Mon–Fri, 9am–5pm CT)
• Emergency (scam in progress, locked out): Call (405) 877-2223 immediately — we prioritize you

New customers: We schedule your first session within 1–2 business days. In-person visits require 48 hours notice.

We're honest about our limits. If an issue requires specialized repair (like a physically damaged motherboard or a problem with your internet provider's infrastructure), we'll tell you upfront, explain exactly what's wrong, and help you find the right next step — whether that's a local repair shop, a warranty claim, or a call to your ISP. You won't be charged for time spent diagnosing an issue we can't fix.

Remote support works from anywhere with an internet connection. For in-person visits, we serve the Oklahoma City metroplex — up to 15 miles from downtown Oklahoma City. This includes communities like Edmond, Moore, Norman, Yukon, Mustang, Bethany, and The Village. Beyond 15 miles, a travel fee applies to make the trip worthwhile for our single-technician operation. If you're unsure whether we cover your area, just call and ask.

MK Janway is the Owner & Operator of SilverLink LLC. He holds certifications including CompTIA A+, CompTIA Security+, and CEH (Certified Ethical Hacker) and has over 18 years of tech support experience. His career includes roles as an Account Executive with Cingular/AT&T, IT Hardware Material Manager for the Air Force Material Command, IT Remote Helpdesk Area Manager at World Travel Holdings, and most recently, Director of Remote Tech Support at Consumer Cellular — where he saw firsthand how seniors were being left behind by complicated, impersonal tech support. SilverLink was built to change that.