When and Why you should use Remote Support

Remote Support

If you’ve ever had a sudden computer problem, you know it can be very stressful. So much of our day-to-day life requires having access to a working computer. Homework, budgeting, bills, even browsing emails can all have a degree of urgency that mean having a broken computer isn’t comfortable for long.

Your computer technician offers two options: remote repair or technician visit. Which is the best choice for you?

Benefits of Remote Support

Cost: If remote repair is a possibility, your technician can connect via the Internet and can investigate the problem – using specialist software that allows a technician to use their own screen, keyboard and mouse as if they were sitting right there in front of your computer.  You can watch while they work or you might also choose to just leave it turned on so the Tech conducts the repair, whilst you do something else. Depending on how long it takes, it will be much cheaper than a visit, for obvious reasons.

Speed: Remote support is great for troubleshooting issues and in many cases we connect remotely and find that it is a setting that is wrong, or some other issue that does not take long to rectify. Seeing the actual problem is much better when diagnosing faults and having a technician checking your computer, possibly within minutes of your call, is better than waiting.

Convenience: As we come to customers’ Homes and Offices, you already get to skip the unpleasant tasks of unplugging the PC, untangling the cables and carting it into a repair store – and back.

Apart from the speed and cost benefits, we find that we are also using Remote support for other things apart from repair, such as our computer tuition – showing customers how to do things with their computer – which is very handy when you don’t have to go outside your home or office to learn it.

Negatives of Remote Support

Repair options: A remote connection can only repair certain software problems, not hardware problems. It’s impossible for the technician to swap out a failed part remotely, and unless you’re confident in your own repair skills, guided physical repair isn’t viable either.

Occasionally the problem will also be outside the computer, perhaps a troublesome peripheral or connection. Your technician may be able to walk you through correcting some of these minor problems yourself, but many require a physical call-out.

Connection speed: Obviously an internet connection is needed and a slow or unstable connection will make a remote repair take longer and increase the difficulty of the task. The extended time impacts the cost for the call, and in extreme cases, can negate any benefits of skipping the physical inspection. Your connection needs to allow the technician to see real-time responses as if they were sitting there in person.

Accessibility: If your computer won’t start or can’t connect to the Internet at all, your technician can’t log in. This includes seeing a ‘blue screen of death’, boot failure and Windows load failure. As much as they’d like to help you, being able to log in to your system is a vital step in the remote repair process.

Trust: You must be careful who you allow to connect to your computer. For example, a scammer remotely connecting to your computer can wreak havoc without you knowing, so it’s vital that you choose a company (or person) that you can trust who will not do anything untoward. Just apply the same caution that you would when allowing any person to look at your computer or even come into your home.

Remote support and repair is the ideal situation, purely for speed and convenience. As a bonus, in the event the remote repair is unsuccessful, it also means your tech now has a better idea of the problem and can speed up any on-site or in-store repairs.  Remote support is the best option for many repairs and gets your computer working again with minimal disruption and lowest cost.

Need a repair? Call us at 01455 209505 for rapid remote support.

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