Q: Would I prefer to go to a High Street shop?
A: When you take your PC
to a High Street shop you are handing over, in most cases, your filing
system with all your photos, letters and personal information for a
technician to browse your computer system in the comfort of their premises. I
myself would not feel comfortable with this.
Q: Why would I 'call out' a computer technician to my home or office when I need help
with my PC ?
A: The
time, cost and pollution caused by support technicians driving to
and from PC support calls is at its highest since the PC was launched. When your technician arrives, you leave
him to look at your PC and on a rare occasion, watch over his shoulder hoping to protect your information and learn some valuable skills. This is uncomfortable
for the support technician and you, the customer. A lot of support calls can easily be dealt with without the need of a call out.
Q: How secure is
the remote support connection?
A: Remote support with ourselves is provided by Citrix, the largest
provider of remote access services. This is used by Dell, Sage, BT to
name a few...visit www.gotoassist.com for more information.
Q: Can
you access my PC when I am not around?
A: NO. The remote support connection is 100% permission based
which means you have to instigate the connection on your computer. In
certain instances we can install a unattended support option but again
this would have to be instigated by you the customer.
Q: Would I
prefer to see who I am dealing with?
A: I understand that the traditional way to receive PC support is to
see who you are dealing with. Most of our customers are familiar to us, due to
using our on site service or recognising that we live and work in the
local community. I feel that the remote delivery method of PC support will inevitably continue to grow and grow as running cost continue to spiral and that making use of our traditional support offering first will give you the opportunity to put a face at the end of the phone.
Q: OK, I see the negative sides of traditional PC support but what are the Pro's of Remote Support ?
A: Where do we start? Faults generally occur at the most inconvenient times and in a lot of cases, when the typical PC support technician has finished his day. We work until 8pm from Monday to Saturday, so we are here when you need us most. When you have called us, we will call you back and pay for the phone call and then guide you through the two step process of connecting to us. Citrix will install a small software application that can be easily uninstalled when your remote session has finished or for your convenience can be left on your desktop for further support calls. Once connected, you can sit at your computer and show us the problem(s) you are having and we can see the same screen you are looking at. Then we can take your mouse pointer and guide you through the support with you watching. If you prefer, and when we have developed a trusting relationship, you can attend to more pressing issues and when we have completed the work we can even turn your PC off. Dependant upon an existing relationship, we may ask for prepayment for the first 30 minutes of remote support or once you have used us, we can call you after the support session to take payment over the phone with either debit or credit card, enabling additional protection. |
