Learn more about Tech Support 360SM

Answers to your questions

Thanks for stopping by the site. We’re happy to tell you more about AT&T Tech Support 360SM and everything it can do for your business.

Ready to get the most out of your technology investment? See what we mean by making a smart choice for your business!

  • What is AT&T Tech Support 360?

    Tech Support 360 is a live, 24/7, U.S.-based, remote technical support solution that provides direct service over the Internet via a highly secure, online delivery platform. Most of the work we perform for you is handled right over the Internet.

    A subscription package includes technical support for one (1) PC or one (1) Mac, one (1) tablet and one (1) smartphone, software installation/training, network and security setup, configuring your peripherals, assisting with smart devices, as well as managed services like online data backup. Plus more. Our remote, U.S.-based, IT-certified technicians are available to help you 24/7 (either scheduled service or next available).

    Choose one of our Subscription Service Packages and you gain the peace of mind that comes with ongoing support – plus the benefit of a predictable monthly cost. Or check out our One-Time Services for just what you need now.

    You can count on:

    • Help from U.S.-based, IT-certified technicians
    • A solution that's more cost effective than depot services
    • Support that grows with your company – where business takes you

    Check out our videos to learn more about Tech Support 360.

    Tech Support 360 Overview

    Get all the facts: Watch the Video.

  • What is AT&T Tech Support 360 Backup and Go?

  • How does Tech Support 360 work?

    With your permission, we remotely access your computer using desktop sharing technology. This way we can provide direct service over the Internet via a highly secure, online delivery platform. You can see a video of a Tech Support 360 service session in action right here.

  • How can Tech Support 360 benefit me – and my business?

    We can help you focus on what you do best. And that could really boost your productivity. A lot of small- and medium-size business owners and their key employees spend time troubleshooting technology: trying to fix computer issues or configure peripherals. With AT&T Tech Support 360 you can leave all that behind – we'll take care of just about everything.

    Count on us for live, 24/7, remote, U.S.-based IT support that fits your business now and as your company grows. Take a look at our Subscription Service Packages for scalable solutions based on your number of computers or users.

    Relying on Tech Support 360 also means you won't have to hire your own IT department. And that often equals both time and cost savings. Plus we're available when you need us: on weekends and holidays, at 2 in the morning…virtually anytime.

    You can protect your critical business data, as well. Online Data Backup solutions offer automatic and unlimited backup of data from your computer to a remote, online storage cloud. So your important files are backed up and available to view or access from a web-connected mobile device. Just think of the peace of mind you'll gain knowing you've got business continuity.

    Want to find out more? Check out all of the Services.

  • What range of services do you offer?

    Just about everything you might ever need, IT-wise. From troubleshooting and fixing computer problems to software training, help with your connected peripherals, and smart devices, online data backup and more – Tech Support 360 can help. Feel free to explore our Services to see what can do for you.

    Here are a few examples:

    • Locate and remove viruses, plus install and configure anti-virus software
    • Stop pop-ups, remove adware/spyware, and install/configure anti-spyware software
    • Speed up your PC and increase performance
    • Fix email and software problems
    • Fix printer, scanner, digital camera and other peripheral device problems
    • Help with smart device connectivity: installation, activation, ongoing support and mobile device connectivity
    • Fix error messages, frozen screens and much more
    • Perform standard maintenance and Windows updates/patches
    • Help set up and train you on mobile devices
    • Install, configure and train on new software and hardware
    • Install small office and home office networks (including wireless networks)
    • Transfer data from one PC or Mac to another

    And that’s just a start!

  • How are other customers using Tech Support 360?

    You can find out directly from them. Read their Success Stories to get ideas. We always love hearing back from customers.

  • How do I schedule a service?

    With AT&T Tech Support 360, you can choose next-available help – or schedule a session at a date and time that work best for you. Ready to make a service ticket? We gave you several options:

    1. Call us at 1-866-442-2827 for round-the-clock live support and to schedule a session.
    2. Visit us online at tech360.att.com. If you're already a customer, just log in to your account to get started.

      And remember: We're available for Live Chat if you ever have questions.

      New customer? Take a look at our Services. Once you add a service to your Shopping Cart, the website will guide you on how to set up a session.
    3. And if you've already got the AT&T Tech Support 360 Desktop client installed on your computer, you can simply click the "Service" icon and go from there!
  • What happens during my service ticket?

    We'll call you to begin your service ticket – so you don't have to spend time on hold or wait around during a big "service ticket window." Your time is valuable!

    At the start of your Tech Support 360 service session, a technician will "remote in" to your computer. We can then identify and fix most problems right over the Internet, or recommend a solution, as needed.

    Here’s what you can expect:

    1. To begin your service, you’ll receive a phone call from one of our technicians. So there’s no waiting on hold.
    2. Your tech will walk you through the steps to initiate your service session. You’ll be online with the tech in almost no time.
    3. Thanks to desktop sharing technology, the tech will be able to temporarily access and view your desktop – and perform a wide range of IT functions. You’re fully in control: You can take over the session at almost any time.
    4. Every service session is recorded for your security.
    5. And while the tech is working, you can just sit back and relax. Or take care of some business. It’s up to you!
    6. While your computer is getting serviced, you’ll be able to see exactly what the tech is doing – right on your computer screen.
    7. At the end of your session, we’ll let you know we successfully completed what you asked us to do. So you can get back to business – fast.
  • Is Tech Support 360 secure – can you get back into my computer when the session is over?

    Great question. We think your data security and privacy are essential. You can be confident that our technicians can only access your computer when you log in and request service. Once your service is complete and you log off, we will no longer be able to "see" or access your computer.

    And security is always a big part of Tech Support 360 service. We use a 128-bit encrypted connection between your computer and the technician's computer. This sets up a unique, highly secure one-to-one session.

    You'll be able to see what the technician is doing on your machine the whole time. You choose to initiate a remote support session and you can end a session by simply closing the support window on your desktop. While your session is in progress you'll see the technician using your cursor to locate and fix problems. At almost any time you can override these actions simply by moving the mouse.

  • What is "remote" technical support?

    Remote technical support (also known as "online computer and technical support") allows us to remotely view your computer screen and operating system right over the Internet via remote control.

    You can even sit at your desk and watch what the tech is doing.

    Remote support works through desktop sharing technology. This means that one of our U.S.-based, IT-certified technicians can view and interact with your computer, working to identify and resolve problems or set up you new technology fast.

    For instance, we can set up your wireless network, perform software installation, and help you maintain your computer and devices.

  • What devices does Tech Support 360 support?

    Quite a few – just about everything you need to keep your business up and running. Covered devices include PCs and Macintosh® computers, laptops, netbooks, tethered smartphones, tablets, routers, computer software and computer peripherals, such as printers, digital cameras, MP3 players, scanners, fax machines and more.

  • Which operating systems are supported?

    Supported PC operating systems include: Windows Vista, Windows 7, Windows 8 and Windows 10 platforms. Limited support is available for Windows 2000 and Windows XP.

    Limited support for Mac operating systems includes: Mac OS X 10.4 (Tiger), Mac OS X 10.5 (Leopard), Mac OS X 10.6 (Snow Leopard), and Mac OS X 10.7 (Lion).

    Smartphone or Tablet Device Minimum Requirements: iPhone or iPad with iOS version 3.0 or above, Android based tablet or phone with OS 2.3 version or above, or Windows RT based tablet.

    Peripheral Device Minimum Requirements: In order to receive support on a peripheral device, its system requirements must meet (PC/Mac subscription or One Time Service) minimum system requirements. Device must be tethered via USB cord to the computer.

  • Are your technicians qualified to work and provide assistance on my PC or Mac, tablet and smartphone?

    Our U.S.-based computer technicians are Microsoft® Application Trainers, Microsoft Product Specialists, A+/MCP/MCSE Certified Professionals and Network Administrators.

    Every technician is pre-qualified, has 3+ years experience in a help desk environment and completes an extensive 2-week training course on excellent service delivery and the virtual interface. At AT&T Tech Support 360, you're in good hands!

  • What type of support is included for tablets and smartphones?

    • Assistance with general performance issues
    • Troubleshooting/resolving problems such as error messages
    • Troubleshooting and solving software problems
    • Assistance with using/customizing UI features
    • Installation of applications from an app store
    • Help with basic usage of preinstalled applications
    • Securing a wireless network
    • Voice based assistance with setting up, configuring, and troubleshooting connectivity with peripheral devices
    • Sync mobile devices with PC application
    • Configuring data back up to a local storage device
    • Assistance with uploading photos to internet-based services
    • Assistance with downloading licensed media from the internet
    • Troubleshooting sync software issues
    • Sync contacts, e-mails, and calendar with computer, laptop or tablet
  • What support is provided for Smart Devices? What Smart Devices are included and excluded?

    Support for Smart Device Connectivity includes:

    • Installation Support:
      • Remote installation support of Smart Devices in categories below
    • Activation Support:
      • Smart Device connectivity of a hub to the network
      • Smart Device connectivity of a device to the hub
    • Ongoing Support:
      • Ongoing network connectivity issues related to home router, hub, and Smart Device
      • Direct to manufacturer resources for device and application usage
    • Mobile Device Connectivity:
      • To control application on Android and iOS devices

    Supported Devices include:

    • Hubs
    • Thermostats
    • Door Locks
    • Sensors
    • Cameras
    • Switches and Outlets
    • Wearables
    • Lighting
    • Entertainment (e.g.., Sonos)


    • Trade professional installation and on-site installation
    • See minimum system requirements and exclusions for general limitations


    • All terms and conditions of current subscriptions apply
  • What are the Minimum System Requirements and Exclusions for Smart Devices?

    In order to receive support on Smart Devices, the customer’s technology environment (e.g., network, computer, mobile device, application) specifications must meet the minimum system requirements of the supported products (devices and control applications).

    Technicians will use commercially reasonable efforts to support Smart Devices, operating systems, and software covered in the scope of work for services that are currently supported by the original manufacturer. Any technology that is no longer supported by the original manufacturer may have limited support.

    Minimum System Requirements

    • Unless otherwise noted, the following are the minimum system requirements for mobile service:
      • Android (2.3 or greater), iOS (5.0 or greater), Windows RT, or Windows 8+ and
      • A high speed internet connection (for remote access, where applicable)
    • Unless otherwise noted, tablet support is provided primarily through voice based support and remote access is used as appropriate to meet a customer’s request for Smart Device assistance.

    General Service Exclusions

    • Services shall not include any tasks which:
      • Invalidate or could potentially invalidate manufacturer warranties’ or
      • Constitute or could potentially constitute rooting or jailbreaking; or
      • Replace or upgrade an existing OS installation.
    • Services will not be performed on Smart Devices that have been rooted or jailbroken or if the manufacturer’s warranty has been invalidated.
    • Services will not be provided on illegal or unlicensed copies of applications, including OS software.
    • In addition, unless otherwise noted the following activities are excluded:
      • Troubleshooting and resolution of Internet connectivity issues between the modem/router and service provider’s network (these issues will be directed to the service provider’s support organization for resolution)
      • Resolution of hardware issues (these issues will be directed to the OEM’s support organization for resolution).

    Mobile Data Usage

    Services for mobile devices with a wireless data network connection (including but not limited to smartphones and tablets) may impact a device’s data usage. User is responsible for any and all charges related to user’s wireless data network service plan.

  • Did we answer all your questions?

    If you think of anything else, let us know! We can help with almost any questions – or a specific question about a Tech Support 360 service and what's right for your business. Feel free to contact us 24/7 via online Live Chat. Or call 1-866-442-2827 or send an email to customercare@tech360.att-mail.com.

    You can also explore all of our Services here.

If you don't see your question answered above, our people are available for Live Chat almost anytime – so let us know how we can help.

You can also call 1-866-442-2827 or send an email to customercare@tech360.att-mail.com. We’re here for you 24 hours a day, 7 days a week.