A New Option for Remote Small-Biz Tech Support

Time to meet the virtual geek.

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 DellDELL, Hewlett-Packard HPQ or CiscoCSCO.

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.