Posts Tagged ‘business network’

Remote Support – Is It Worth It?

Monday, May 24th, 2010

In today’s world of computer repair, a relatively new concept is remote computer support. A quick search on the internet will yield millions of hits on various programs which promise to allow “24 hour access to your pc from anywhere”, or provide “low cost computer support”. What many people do not consider are the multiple issues related to this new feature.

  1. Security
  2. Cost-Savings
  3. Adverse Effects
  4. Compatibility

First on anyone’s list should be security. Regardless of some company claims of “100% secure”, or “no-risk”, one must research what actual security is present before handing over the keys of your business network to a remote support program. Many different types of programs exist. Some free programs used by other companies, such as VNC, natively operate based on a local setup. A ‘server’ program is installed on one of your computers, and the client connects to it remotely. Security issues can exist, depending on how well the software is written, what ports are open, etc. Internet based solutions usually require the user to visit a webpage to start a remote session. This can be useful but also easy to attack. If the user is sent to a fake webpage, the page is not well-written, or if the program is not encrypted correctly, problems could result. Others use a little of both of the previous categories. In addition, most of the well-known remote access solutions install some kind of software onto your computer, which is usually left there, even after the remote support is over. A customer in Virginia Beach brought his desktop in to us for repair. While processing it, we noticed numerous files in his profile left from a recent “GotoMyPc” session, which did not resolve his issue, so he brought it to us after that failed. Aside from being a nuisance, this could leave the system vulnerable to attack, especially if the user continued to use the pc for banking and other private activities after he believed the computer was ‘clean’. In addition, in this case, the customer was trying to have an infection removed, which the previous company ‘attempted’ to do over a remote support session. Once they failed (since the infection was in control of the computer’s network connection), they unknowingly left behind these remote support files. So in this case, remote support cost the user more than if he had simply brought it in from the start. Put simply, remote support can be a time saver, or a time waster, depending on the application. Anyone claiming to do remote virus removal should be suspect. In the rare event they are successful, 90% of the time the infection comes right back, since they cannot physically ensure the infection is gone. Adverse effects can be anything from crashing your computer completely, like a customer in Virginia Beach who had another company try to¬† ‘remotely remove a virus’, to serving advertisements that do not go away, to leaving files on your computer after the remote session ends. Also, not all programs work with certain versions Windows.

The point is, remote support, if done correctly, can save time, but if used improperly it can cost you more in the long run.

  1. Our custom software removes itself after the session ends, leaving your computer exactly as it was before
  2. It will not crash your system
  3. It does not use popups or advertisements
  4. We use encrypted connections end-to-end
  5. You know who is working on your computer (US), not India!
  6. We Speak English!


Remote Support