Frequently Asked Questions (FAQ)

At Alchemy I.T., we believe in transparency and making technology simple for our clients. Our FAQ covers the most common questions about our services, policies, and support options. Whether you’re a home user or a business client, you’ll find helpful answers here — and if not, our team is just a call or email away.

General Questions

Where are you located?

We’re based in Stony Plain, Alberta, and serve Spruce Grove, Acheson, Carvel, and surrounding communities.

What are your business hours?

We’re open 7am–10pm, 7 days a week by appointment. This flexibility ensures we’re available when you need us most.

Do you charge for diagnostics?

No — we offer free basic diagnostics on all devices. Unlike many competitors, we don’t charge to simply tell you what’s wrong.

What types of computers do you work on?

Yes — we service all makes and models of computers, including Apple (MacBook, iMac, Mac Mini), Windows PCs, and custom-built systems. Whether you use macOS, Windows 10/11, or a mixed environment, our technicians are experienced in handling diagnostics, repairs, and upgrades across platforms.

Do you charge extra for urgent or same-day service?

No. At Alchemy I.T., there are no rush fees. Every customer’s issue is treated with urgency.

Do I need an appointment?

Yes — we ask that you book by appointment only. This is because we are a moderately staffed team, and our technicians are often out on service calls in the community. We don’t want to risk missing you!

That said, we almost always have someone available during our business hours (7am–10pm, 7 days a week). To make sure a technician is ready to receive you, please call or text us at 780-218-5771 or 780-983-6051 before dropping by.

Business Support Plans

Do you offer ongoing support plans?

Yes — we provide Business I.T. Support Plans (Starter, Standard, and Premium) that include monthly hours, guaranteed response times, and discounted effective hourly rates.

What happens if we exceed the hours in our plan?

Additional hours are billed at your plan’s discounted rate. We’ll notify you before additional billing occurs so there are no surprises.

Can unused hours roll over?

Starter plan hours do not roll over. Standard and Premium plan hours roll over for up to one month.

Network Administration & Security

Do you provide network setup and administration?

Yes — we offer network installation, monitoring, and security hardening. Business network support is billed at $150/hr or included in retainer plans (with network hours counting at 1:1 or 1.5x depending on plan).

Can you set up secure remote access for our staff?

Absolutely. We configure VPNs, remote desktops, and secure cloud access to support hybrid and remote teams.

Do you handle data backups and disaster recovery?

Yes — we provide backup solutions and recovery planning as part of our business I.T. services.

Remote I.T. Support

How does remote support work?

We send you a secure link to install a small client program. This allows us to connect to your system safely, with full transparency. You’ll always see an on-screen notification when we’re connected.

What issues can be fixed remotely?

Most — including software installation, troubleshooting, cleanups, virus removal, email setup, and more.

Is remote support secure?

Yes. We use enterprise-grade encrypted software for all remote sessions. Access is only possible with your approval.

Policies & Guarantees

Do you guarantee your work?

Yes — all services are backed by our satisfaction guarantee. We use trusted tools and methods to ensure reliability.

Do you offer same-day service for businesses?

Yes — response times depend on your plan, but same-day support is available to all business clients.

Do you provide on-site business support?

Yes — in addition to remote services, we provide on-site support in Stony Plain, Spruce Grove, Acheson, and Carvel.

What Our Customers Say

203 Silverstone Crescent, Stony Plain, AB

T: 780-218-5771
T: 780-983-6051
E: help@alchemyit.ca

Reach Out to Us!

About Alchemy I.T.

We provide expert computer repair and IT support for homes and businesses in Stony Plain, Spruce Grove, Acheson, and Carvel. With more than 55 years of combined experience, our team offers trusted solutions in computer repair, virus removal, data recovery, and managed IT services.

Unlike many competitors, we provide free basic diagnostics, charge no rush fees, and are available 7am–10pm, seven days a week. It’s our commitment to making technology reliable, affordable, and stress-free for our community.