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General Information
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July 11, 2008
• Vol.30 Issue 28
Page(s) 25 in print issue
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Remote Tech Support Services
Could Hiring Outside Firefighters Help Your SME?
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In addition to implementing new hardware, doing long-range planning, and evaluating security and storage strategies, most IT departments also handle the day-to-day firefighting that comes with technology usage.
Printers go down, email sputters, documents get lost, and desktops suddenly become unresponsive: Such are the mundane annoyances that can keep tech staff members scrambling just to do damage control, leaving less time for larger, more comprehensive tasks that also need to be handled.
For some small to midsized enterprises, these types of everyday problems are being handled not by internal resources but by outside firms that specialize in tech support. Although these services may not be appropriate for every SME, adding a dash of outsourcing into the support mix could free up time and prevent the need to add to in-house head count.
 Service Station
Remote third-party support services often have a range of options available to augment an IT strategy, including review of antispyware definitions and Windows Vista training (see the “Support Mix” sidebar for more information).
They work by delivering service over the Internet, effectively taking control of a desktop machine remotely in order to install software, do diagnostic tests, or walk a user through a series of steps over the phone.
Like other types of outsourced services, such as data storage, rates are usually determined based on the amount of work that’s required, and many companies choose to buy time rather than be charged per incident. For example, an SME might opt for a per-minute plan or buy 15-minute blocks, notes Fred King, vice president of sales and marketing at remote tech support firm PlumChoice (www.plumchoice.com).
Also available are special rates for specific tasks, such as desktop optimization. “These type[s] of packages are popular because no matter how long a PC tune-up takes, for instance, it will be the same price.”
Benefits & Drawbacks
One advantage to outside support services is that many offer around-the-clock service, so even if an employee is traveling or working from home on the weekend, he can tap into tech support without requiring internal staff to be “on call.”
“At many home offices in particular, they tend to have a big problem with spyware and malware infection,” says King. “If you think about how expensive it would be to send someone out to take care of that, it becomes cost-prohibitive for IT staff to be making those kind[s] of house calls.”
For companies that have remote tech support at the main office, these types of service firms can operate without infringing on data security controls. “What we’re doing is no different than someone walking up to the machine and working on it,” says Chip Reaves of Computer Troubleshooters (www.comptroub.com). “As long as there isn’t client data sitting on the desktop, you won’t be exposed.”
But challenges can come when there are problems with a network, particularly if connections falter. Because these firms depend on being able to gain control of a desktop remotely, there’s little they can do if there’s no way to use an Internet connection to access a particular machine.
But even in these cases, they can be of some help if they employ local technicians that can do site visits or have an extensive network of support personnel in the form of independent contractors.
When To Outsource
Although outside support services can be a boon, they don’t make sense for every SME. For example, if a company has significant security controls that have to be maintained and severely limits access from outside the network, setting up remote support will be a challenge.
Since these services need to have control of an employee’s desktop in order to diagnose and fix a problem or to install upgrades or security patches, making them jump through multiple access levels could be more of a headache than an advantage.
These firms tend to work best when remote support is needed for a branch office or a home office, where IT employees would have to travel to help when problems occur.
“An aspect of support that IT really likes is that we can give them a portal to computers at home offices or branch offices, which they may not have had before,” says Reaves. “Then, not only can we do support there, but they can, too.”
One consideration when embarking on an arrangement with one of these services is to inform employees about what type of support will be available but also to make clear what isn’t part of the agreement.
Because many of these firms also have consumer clients, they offer support for nonbusiness-related tasks, such as organizing a digital music library, assisting with digital video editing, or fixing MP3 issues. Stating upfront what’s considered business and what isn’t will prevent support time being used up for personal support questions.
In general, if an SME is finding that far too much IT time is being spent in fighting the kind of daily fires that come with spyware, printers, software installation, and other tasks, a remote tech support service can help to keep a company running and give IT time to focus on other tasks. 
by Elizabeth Millard
Finding The Right Support Service
When shopping for a remote tech support company, here are some questions to ask to make sure it is the right fit for your SME.
• What kind of reports will be generated based on its support, and how often will these reports be delivered to IT?
• Does it charge by an hourly rate or per incident? What type of payment structure does it find works with a company of your size?
• What type of access will it need?
• Will personnel be available locally if an onsite fix is needed?
• Can the support mix be changed as the relationship evolves?
• Does it support all the types of hardware and software currently being used at the SME? What about applications developed in-house?
• What kind of insurance or guarantees does it provide if its actions result in a security breach or downtime?
• Can it provide references not just for current customers but also past clients? |
Support Mix
Some of the types of services offered from remote tech support include:
• Installation of security software, applications, and patches
• Support for a wide variety of hardware, from servers to digital cameras
• Monitoring of spyware and malware
• Windows Vista training
• PC tune-ups and diagnostics
• Wireless network setup
• Data backup |
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