BlackCloak Frequently Asked Questions

Q: What devices do you protect – personal or corporate?

We will protect all of your personal devices. We do not protect computers owned & managed by your company or another party. If your mobile device has BYOD (Bring Your Own Device) software on it from your company, our protection software will still work. Additionally, we can protect both Microsoft (Windows 10 and above) and Mac computers (Mojave and above) as well as Apple and Android mobile devices.

On occasion, we have a customer who has a computer or mobile device that is so old, we are unable to place our cybersecurity protection software on the device. This may be because of speed, memory, or disk space. In that case, we will try to place some type of security software on it, but our Team will not have the ability to monitor that device. Old devices can pose a security risk to you, as many of the software companies will stop providing security patches to such devices. When you are ready, we would recommend upgrading to a newer device, and are happy to provide recommendations on the latest devices and what may best fit your needs.

Q: Can you fix our cable?

Sorry, our exclusive focus is on cybersecurity and the tools/software downloaded as part of your implementation. We do not perform general information technology (i.e.( server, cable, phone etc.) functions.

Q: Will you help us with Internet of Things (IoT) devices?

Absolutely. IoT devices include many things - connected TVs, Amazon Alexa's, connected lights and sound systems etc. Under our Principal plan, we will help you understand, better secure, and enable privacy protections on your consumer-based IoT devices.

Q: What happens when you find a vulnerability with a system that is in our home?

We will provide you with detailed information on your specific vulnerability and what needs to be fixed by your provider.

Q: What happens when we get new phones, tablets, or computers?

Just email us and we will schedule a date and time to get your new devices protected, and give you guidance on how to securely wipe your older devices prior to disposal.

Q: What happens after you install the cybersecurity protection software?

Our Team of cybersecurity experts immediately begins to monitor your devices, and for every day while you are a member. The Team will monitor all of your devices, and if something looks odd, or we get an alert, we will contact you. We will even let you know when we find vulnerable passwords on the Deep Web/Dark Web.

Q: What if I have a file or program blocked or labeled as a virus?

We will reach out to you after our cybersecurity experts have time to fully research the file and, more importantly, what it is doing. If you receive an alert and want to know - just send us an email and we will take a look.

Q: Who do we call if we receive a data breach letter?

Take a picture of the letter and email it to us and we will tell you what needs to be done.

Q: What if I get an email that looks suspicious or fake?

Be careful. If you want confirmation, have our Team take a look. Please send us an email and we will provide you further instructions. Please do not forward viruses or other malicious files to us unless we ask for them.

Q: How do you assist with data breaches – do you run our credit reports?

No. We provide advice and guide for data breaches, identity theft issues, and assist with the review of credit reports. These are stored on your computer and screen-shared with us. We believe in less data, not more.

Q: What if I have questions?

All clients have access to our cybersecurity and privacy experts to help answer all of your questions. We can help when you receive a data breach letter, questions about the cybersecurity of a new device, how to use the tools we have provided, and for any other concerns in topical cybersecurity news. Email us and a member of our team will get back to you. Our operating hours are M-F from 8AM-8PM EST. For Principal Plan members, we are also available Saturday and Sunday from 8AM-6PM EST.