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A New Option for Remote Small-Biz Tech Support

Jonathan Blum

Several companies are lining up to change the calculus of technical support for the small business.

Not a moment too soon. Most smaller shops can't afford full-time tech support and face the Hobbesian choice between a fat support contract that might never get used, sometimes unreliable by-hour support solutions from indie geeks or often frustrating remote support services attached to a big vendor like Dell(DELL Quote - Cramer on DELL - Stock Picks), Hewlett-Packard (HPQ Quote - Cramer on HPQ - Stock Picks) or Cisco(CSCO Quote - Cramer on CSCO - Stock Picks).

But a blended option is emerging: dedicated support that uses nifty technological sleight of hand to provide the customization of on-site services, but from a remote location.

Pretty slick.

There are plenty of options: iYogi , Support.com, HiWired, iTOK and many others. I have spent the past few months testing iYogi (unlimited plans start at $99 per year) both on my office machines and -- in the ultimate test - on my mother's computer: (Ask any professional geek. Their mothers are the toughest clients.)

Obviously, there is no substitute for a bright person actually sussing out your problem in your office. But for certain issues, such as software and networking, the smart remote-support concept these firms pitch is tantalizing.

Service was easy enough to begin with iYogi. I simply called its 800 number, and my query was routed to a sales rep who attempted to upsell me on more product -- but nothing too pushy, honestly. My calls were usually sent quickly to a support tech person, a different one for each session. On average, I would get someone on the line in about five minutes.

Service was provided by offshore support personal. The techs I spoke with said they worked in Bangalore, India. All were fluent in North American English. Service was courteous and excellent. And they certainly knew the software. iYogi supports most popular programs.

For my test, I had them do everything from basic computer maintenance to managing tricky configuration problems.

Problem-solving began with a basic Q&A. After another five or 10 minutes, we would agree on what would be a reasonable outcome for the call. And then came the neat part: I was directed to a Web site, where I authorized the tech to gain access to my PC via the Internet so he or she could work directly on my computer -- no need for me to touch the mouse or keyboard to do the repair.

I once tried to stay on the line, but the tech insisted on hanging up and working on his own.

Initially I was queasy about letting a stranger into my business PC.

Yikes!

But as I sat watching the support session, I realized I could watch him or her as well as I could watch anybody fix my PC. And iYogi was no more -- and no less -- risky than what passes for safe computing in business these days.

Sadly, there is no mitigating the risk of a contractor or employee who knows the IT game using access to your system to take you down internally. Fact is, there is no use losing sleep over it.

I must say, it was nice having the hour to do other work. iYogi support is a great excuse to tackle the archaeological dig that is my desk. And except for some very tricky conflicts using sophisticated programs, the company fixed my problems. And it should be able to fix yours.

Bringing in iYogi in help my mother was even better. After the usual summoning phone call to me, her former 24-hour IT help desk, all I had to do was claim ignorance to her problem, conference in the iYogi rep and leave the whole mess to them. You could do the same with that technophobe who always dumps his IT issues on you.

As I indicated earlier, remote tech support cannot handle all problems. For sure, wiring, installation and hardware issues remain very much in the world of flesh-and-blood support. Geeks will still need to be at hand.

But for average day-in and day-out tech support, I find this notion appealing. And there is no beating the price: $99, basically a half hour of support at New York rates, buys me all-I-can-eat coverage.

Until you pay the $300-an-hour phone support guy to fight with the $300-an-hour software support guy to fix a problem that the $300-an-hour networking guy billed you $2,400 for creating, you won't know how great a deal that is.