Everything people actually ask us — plans and billing, the support process, onsite visits, On-klyQ per-case work, PC builds, remote-session safety, and the boundaries we keep. If your question isn't here, the floating green button is.
· Scope & Devices
Why do you only support software?
Software issues can be fixed remotely without affecting device integrity or warranty — faster and more reliably. Hardware faults need brand-authorized service to preserve your warranty and future official support.
What if my issue turns out to be hardware?
We'll identify it and tell you clearly. At that point software troubleshooting pauses and you'll need brand-authorized service to proceed. We'll explain exactly what to tell them.
What if my issue cannot be fixed?
We explain the reason plainly — hardware limitations, unsupported configurations, or external dependencies.
Resolution cannot be guaranteed in every case, and we'd rather say so than keep you waiting.
Do you support macOS or Linux?
Not under any annual plan — plans cover Windows laptops and desktops only. Basic macOS software help and Linux dual-boot installation are available separately as On-klyQ jobs, quoted per case.
Does my device qualify for 1klyQ support?
Your device qualifies if it runs a genuine, activated copy of Windows 10 or Windows 11, meets the manufacturer's stated minimum specs, and is in working hardware condition. A corrupted Windows installation still qualifies — that's exactly the kind of thing we fix.
Devices that do not qualify: physically damaged units, pirated Windows, machines below minimum specs for the current OS, or anything outside Windows.
How is the device registered to my plan?
During activation you share make, model, OS version, and the device serial number. Your plan is locked to that registered device for its full duration. Support is non-transferable across devices unless your plan includes multiple devices (HOME+).
Why do you need my device serial number?
It uniquely identifies your machine, so your plan is tied to exactly one device — no disputes, no mix-ups. It's a hardware identifier, not personal data. It can't be used to access your device, files, or accounts.
Find it on Windows: open PowerShell and run Get-CimInstance Win32_BIOS | Select SerialNumber — or check the sticker on your device.
Can I use my plan on multiple devices?
No. Each plan is limited to the registered device(s) only. HOME+ covers two devices; every other tier covers one.
What if I replace my registered device?
You get one transfer per registered device. A registered device can be swapped once within the plan's validity — new machine, replaced machine, any reason at all. The replacement device has to qualify under the same conditions as the original.
Yes, on the tiers that include it — router config from ASSIST up, printer config on HOME+. Covers setup and initial configuration: USB, LAN, Wi-Fi and network printers with drivers; Wi-Fi, security settings, parental controls and device connections for routers.
Ongoing troubleshooting, hardware faults, and ISP-side problems are not covered.
· Plans, Activation & Billing
How does service activation work?
Pick a plan, complete payment, then share your device details — including the serial number — on WhatsApp. Your plan activates on receipt of payment and registration of the device, and support begins immediately.
You'll receive an invoice with your plan tier, registered device, start date, and renewal date.
When does my subscription start?
On the date of activation, not the date of payment. Activation completes once payment is confirmed and your device is registered.
How do I pay?
Payment details are shared on WhatsApp once you've picked your plan. Annual plans are paid upfront. On-klyQ jobs and PC build labour are paid on completion — components procured on your behalf are paid before we buy them.
Will I get an invoice?
Yes — a PDF invoice delivered on WhatsApp, stating your plan tier or job scope, registered device, start date, and renewal date.
All prices are inclusive of GST — the invoice shows the taxable value, GST breakup, and our GSTIN.
Can I upgrade or downgrade my plan?
No. The tier you activate is the tier you keep for the full validity period — neither direction is available after purchase. Compare the tiers properly before you pay. If you're unsure which fits, ask us on WhatsApp and we'll tell you honestly.
Can I renew on a different plan?
Yes. Renewal is a fresh activation, so you can renew onto any tier — higher or lower. The no-upgrade, no-downgrade rule applies only within a plan you're already running.
Can I get a refund?
No. Your plan activates the moment payment reaches us and your device is registered — from that point support is live and refunds don't apply. Not using the service doesn't qualify for one either.
Does my plan renew automatically?
No. We don't store payment details and there's no recurring mandate — you renew when you choose to. We send a reminder as a courtesy before expiry, but the reminder isn't what keeps your plan alive.
What happens when my plan expires?
All benefits stop immediately — unused onsite visits, maintenance, and priority standing included. Nothing carries forward and no credit arises. Renew within 7 days and your plan continues from the original expiry date. After that it's treated as a fresh activation.
Requests made while lapsed are handled as quoted On-klyQ work until you renew.
Will the price change on me?
Not during a plan you've already paid for. Pricing and inclusions can be revised at any time, but revisions apply to new activations and renewals — never to a subscription already running.
· Getting Support
How do I request support?
Send a WhatsApp message with what's happening, any error messages, screenshots or a short screen recording, and when it started. We review, guide you through the next steps, and take it from there.
Why only WhatsApp?
It keeps everything structured, documented, and easy to trace — no missed calls, no lost context, no re-explaining. Screenshots, recordings and updates all live in one thread, which doubles as your service record.
What is hotline access?
A separate priority number, included with HOME+. It reaches us directly for quick support or to book a session — no queue, no waiting on a WhatsApp reply.
On every other tier, calls are for active troubleshooting and booking stays on WhatsApp, so nothing gets lost.
Do you take calls for booking?
On HOME+, yes — that's what the hotline is for. On LITE, SOLO and ASSIST, booking and scheduling stay on WhatsApp so everything is timestamped and traceable. Calls on those tiers are for live troubleshooting.
How fast do you respond?
Most messages are acknowledged within minutes during working hours. From there your request enters the work queue, and queue position follows your plan tier — HOME+ first, then ASSIST, SOLO, and LITE.
Acknowledgement is quick. Resolution depends on the issue.
What is response time and what is resolution time?
Response time is how quickly we acknowledge your request with a meaningful reply. Resolution time is how long the fix actually takes. We commit to the first. The second depends on complexity, device condition, and things outside our control.
How are support sessions scheduled?
Based on availability and priority tier. You'll get a time slot to confirm before the session begins. Sessions run Mon–Sat, 10 AM – 7 PM IST.
Can I report multiple issues at once?
Yes. They're handled in sequence by priority and complexity rather than all at once. Excessive or unrelated requests may be regulated under fair usage.
What does "unlimited support" mean?
You can ask for help as often as you need, within the scope your plan covers. Usage has to stay reasonable — unlimited means no ticket counter, not no limits at all.
What is fair usage?
Normal, practical use of support. Repeated sessions for an out-of-scope cause, scheduling abuse, or non-cooperation may be restricted or converted to chargeable sessions, and in serious cases can end the service.
If service is terminated for cause, refunds don't apply.
What does maintenance actually include?
Routine system hygiene — updates, cleanup, startup and storage review, and configuration of Windows' built-in defences. Frequency follows your tier: quarterly on LITE, monthly on SOLO and ASSIST, on-demand for HOME+.
A maintenance slot you don't use doesn't carry forward to the next period.
· Onsite Visits
Do you provide onsite support?
Yes, depending on your plan. Visits are scheduled in advance and subject to coverage limits. Most issues get solved remotely — onsite is for the ones that genuinely need hands on the machine.
Where is onsite support available?
Within a 7 km radius of Hosur. Outside that area, remote support works on any plan — but onsite isn't available, either included or as an add-on.
How many onsite visits do I get?
ASSIST includes 6 visits a year on one device. HOME+ includes 9, shared across both registered devices. LITE and SOLO include none.
Can I buy extra onsite visits?
Yes — ₹299 per visit, capped at 1/month on SOLO and 2/month on ASSIST and HOME+. Add-on visits aren't available on LITE.
They're non-refundable, non-transferable, and valid only in the month booked.
What if I need to cancel a scheduled visit?
Tell us as early as you can and we'll reschedule — no penalty for reasonable notice. A last-minute cancellation, or a visit where we arrive and can't get access to the premises or the device, may be counted as used.
Do unused visits carry forward?
No. Included visits are per subscription year — they don't accrue, roll over, or convert to credit or refund at expiry.
· On-klyQ — Per-Case Work
What is On-klyQ?
Everything that lives outside the annual plans — hardware upgrades, data work, OS jobs, mobile help, and purchase advice. Each job is quoted individually and paid once, on completion. No subscription, no commitment.
Is On-klyQ included in my plan?
No. On-klyQ is a separate service line — LITE, SOLO, ASSIST and HOME+ don't cover it. Plan customers are very welcome to request On-klyQ work at the same standard quoted rates as everyone else.
How does On-klyQ pricing work?
You describe the job, we quote it upfront — parts (if any), labour, and a time estimate. Nothing starts until you accept the quote, and you pay only after the job is finished and verified.
If the scope changes materially mid-job, we pause and re-quote rather than surprise you on the invoice.
Can you upgrade my RAM or SSD?
Yes, as an On-klyQ job — capacity upgrades, HDD-to-SSD migration with an OS clone option, and desktop component swaps like CPU, GPU or Wi-Fi cards. Out-of-warranty devices only, and desktop component upgrades are limited to out-of-warranty or custom-built desktops.
Why out-of-warranty only?
Opening a device under manufacturer or third-party warranty voids that cover. We'd rather not be the reason you lose a warranty worth more than the upgrade — so if your device is still covered, we'll tell you to use it.
Can you recover my deleted files?
Sometimes — as an On-klyQ job, not under any plan. We do software-based recovery on Windows devices for accidentally deleted, formatted, or logically damaged drives. We assess feasibility upfront and tell you honestly if it's unlikely.
No outcome is guaranteed, and if recovery doesn't succeed you don't pay a recovery charge. Physically failed drives need clean-room work, which we don't do.
Can you upgrade me to Windows 11?
Yes — 10 to 11, Home to Pro, or a downgrade from 11 back to 10 with driver compatibility checks. Genuine copies only. If your device needs a new edition licence, you purchase it separately.
Can you install Linux?
Yes — a dual-boot install alongside Windows, distro of your choice, with a properly configured bootloader. Install only. We don't troubleshoot Linux afterwards. Boot-order, partition or bootloader faults from the install itself are covered for 14 days.
Your Windows-side plan support is unaffected by having a dual-boot setup.
Do you support Macs?
Best-effort software help only, as an On-klyQ job — app issues, account and iCloud setup, performance cleanup, basic config. System-level recovery, hardware work, and anything needing proprietary Apple tools require Apple-authorised service.
Do you help with Android phones and tablets?
Yes, as an On-klyQ job — software issues, Google account setup, performance cleanup, app problems, settings config. Software only, no hardware work. iPhones and iPads aren't supported.
Can you help me choose a new laptop or phone?
Yes — spec advice for your actual workload, model comparison, and an honest read on what's worth paying for. Advisory only: we don't sell hardware and take no commission from anyone, so there's no reason for us to steer you.
You buy where you choose. First-time setup can be part of the deal once it arrives.
· PC Build
How does a PC build work?
Four steps: you tell us the workload and budget, we send a compatible spec list and labour quote, you finalise the parts, we assemble and configure everything. You get back a working, tested machine with a year of support included.
What does the build price include?
Labour only — compatibility checking, assembly, cable management, BIOS, Windows and drivers, configuration, and stress testing. Components, OS product keys and paid software licences are separate and purchased by you.
Freeware is installed free on request.
How long does a build take?
Basic 7 working days, Standard 14, Advanced 21, Professional 28 — counted from the day all components are in hand, not from when you accept the quote. Defective or dead-on-arrival parts extend it while replacements are sorted.
Do you buy the parts, or do I?
Either. Buy from a retailer of your choice, or we procure on your behalf. We take no commission either way, and the manufacturer warranty on every component stays with you regardless of who bought it.
What warranty comes with a build?
30 days on assembly workmanship from the date of handover — loose connections, driver issues, BIOS configuration. Component failure is covered by each manufacturer's own warranty, not ours.
What is lifetime upgrade labour?
Adding or swapping any component or peripheral on a PC we built — RAM, storage, GPU, cooler, monitor — is free labour for as long as you own the machine. Bring the part, we fit and configure it. You still buy the components, and their warranties stay with you.
Applies to the original built PC only, at our place, during working hours, by appointment. Not transferable if you sell the machine.
If I sell the PC you built, does anything carry over?
No. The bundled annual plan and the lifetime upgrade labour are tied to you and the original machine — neither transfers to a new owner.
Do I get a support plan with my build?
Yes — one year, free, at the tier matching your build. Basic gets LITE, Standard gets SOLO, Advanced gets ASSIST, Professional gets HOME+. It starts on the day we hand over the working build and follows the normal plan terms.
Who holds my PC while it's being built?
Builds happen at our location, so the machine is with us until handover — transport in both directions is yours to arrange.
Collect it within 14 days of the completion notice.
· Privacy & Safety
Is remote access safe?
Yes. You remain in full control at all times. We access only what's needed to diagnose the issue, and nothing happens without your awareness. You watch the session live and can disconnect at any moment. No background or persistent access is ever left behind.
Close private tabs, windows and sensitive content before we start — good practice regardless.
Do you store my data?
No. No personal files, passwords, or other data are stored anywhere. Access is temporary, limited to the session, and strictly for resolving the issue. Nothing is copied, retained, or referenced afterwards.
Back up important data before any session as a precaution.
Do you record sessions?
No. No screen capture, no video, no session replay — nothing is recorded, retained, or shared. The written WhatsApp thread is the only record of what was done, and it's in your hands as much as ours.
Will you ask for my passwords?
No. We don't request, note, or keep passwords, PINs, banking credentials, or OTPs. Where something needs authentication, you type it yourself during the session. Anything visible on screen is disregarded — and we'd suggest changing it afterwards anyway.
We will never ask for a credential over chat, email, or a call outside a live session you started. If someone claiming to be us does, it isn't us.
What happens to my data when you have my device?
Nothing. Access is limited to what the agreed work requires — your files, folders, browser data and accounts aren't opened or examined. Devices are stored securely, nobody outside 1klyQ touches them, and nothing is copied before it goes back to you.
Are my chats private?
Your WhatsApp thread stays between you and us, on your device and ours, under WhatsApp's own encryption and terms. We don't export, archive, or analyse chats elsewhere, and we never use your name, device details, or messages in marketing without asking you first.
· Out of Scope
Do you repair hardware?
No. No repair, replacement, or physical fixes — motherboards, batteries, screens, ports, power, water damage, broken hinges. All of that is brand-authorized service territory.
Component upgrades on out-of-warranty machines are a different thing, and those we do — as On-klyQ jobs.
Can you help if my system is hacked or my account is hijacked?
No. Account hijacks, hacked systems, and active intrusions are out of scope in every service line. These need digital forensics, platform-side recovery with Microsoft, Google or your bank, and often law enforcement — none of which is software troubleshooting.
Contact the affected service's official support and, if needed, file a cybercrime complaint. We can help with a clean OS reinstall once it's contained.
Can you recover my Windows / email / account password?
No. Forgotten passwords and account recovery are out of scope. Resets have to go through the official recovery flow of the service in question. We don't bypass, crack, or guess passwords on any account or device — for anyone, ever.
Do you remove ransomware or recover ransomware-locked files?
No. Ransomware response is out of scope. Decryption needs specialist forensics and known keys, and belongs with dedicated cybersecurity firms or law enforcement.
If you suspect ransomware: disconnect from the internet, don't pay, and report it to cybercrime authorities. We can do a fresh OS reinstall after it's contained, if that's the route you choose.
Can you recover data from a physically failed drive?
No. Clicking, unspinning, burnt or physically damaged drives need clean-room facilities and forensic tooling we don't have. Software-based recovery on a working drive is a different case — see the On-klyQ section above.
Do you fix internet (ISP) issues?
No. We handle device-side network issues and local network configuration — not your ISP. Outages, slow line speeds, and cable faults go to your provider directly.
Do you install cracked or illegal software?
No — not for anyone, at any price, under any circumstances. Only genuine, licensed software is installed or supported. No licence bypass, no activation circumvention.
This keeps your system secure and stable, and keeps all of us on the right side of the law.
Can you guarantee my PC won't get infected?
No, and be suspicious of anyone who does. We configure Windows' built-in defences properly during maintenance, which handles everyday threats well. But vendors miss things, zero-days happen, and determined attackers get through hardened systems every day.
1klyQ doesn't warrant protection against malware, ransomware or targeted attacks, and isn't liable for losses arising from them.