Remote Support

There are several different "remote support" solutions available that IT consulting companies use.  To simplify, let's classify all of them into two categories.   The "at will" category and the "when invited" category.  Many consulting firms use an "at will" type of technology that typically enables the tech to get access to a client server at will.  This is a really valuable tool for techs since it enables remote server access, and allows the tech to perform updates, security patches, backups, and troubleshoot issues at any time.  While we feel "at will" technology is very important, it is incomplete.

All "at will" technologies require some advance configuration, which prevents spontaneous support.  This is why we also use "when invited" remote support software.  This technology does not require any special software to be installed prior to the remote support session, and only allows us access to your computer when you "invite" us by clicking on a button on our website.  It enables us to provide remote support to virtually any computer, anywhere, at any time, without any special software installed in advance. What that means to you is that any of your employees can call our office and get a remote support session with our techs instantly. By solving the issue remotely, the employee gets serviced now without waiting for a field tech to come onsite, they can see how we resolve the issue and learn, and you are only billed for the time on the remote session pro-rated down to the minute.

Remote Support