You're Virtually There: Remote Support Best Practices and Benefits

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David Kay
Principal
DB Kay & Associates
July 2007toSe
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Before Remote AccessThe reservation system's not working. Your neck is on the line. IT did some kind of database upgrade they said wouldn't make any difference, but it must have changed something important. You call your vendor's support line and listen to hold music. You canfeel your blood pressure rise.
You finally get through to the technical support representative (TSR). He's listens-impatiently,it seems to you-while you explain what you're seeing on the screen, and confirms that database changes could result in exactly the error you are seeing. Unfortunately, to get to thebottom of the problem, he's going to have to get a bunch of configuration files and settingsfrom your system to try to replicate the error on his machine. "Take careful notes," he says.. Inefficient "The procedures for getting the information I need are a little tricky, and I need to get it all. Error-prone before I can start debugging. Ready? First right click on 'Properties,' then find the'Advanced' tab, then.. Frustrating Ten minutes later, you screen is full of notes telling you how to get all the information he. Longer time to relief needs, and he's promised to call you just as soon as he gets your email with all the settings.You work through arcane menus you get the feeling you were never meant to never see. Ahalf hour later, you send him an email with many attachments and sit looking expectantly atthe phone. You check your watch, and see that only five minutes have passed since youchecked last.
Twenty minutes later, the phone rings again, and you answer it immediately. "Whoops!" theTSR starts. "We forgot about the database DLL versions. I'll need those, too, to recreate yoursystem. Ready to take more notes?" You sit back in your chair, increasingly certain that yourcustomers are going to continue seeing an error message when they try to make their onlinereservations.
With Remote AccessThe reservation system's not working. Your neck is on the line. IT did some kind of databaseupgrade they said wouldn't make any difference, but it must have changed something important. You call support and are pleased when you ring right through to a TSR. You feelyourself starting to relax a bit.
. Closed at first call The TSR confirms that database changes could result in exactly the error you're seeing."Let's take a look," she says. "Do you mind if I see what's on your screen? It's completely. Instructional secure-your Chief Security Officer reviewed our technology and approved it." You click the"OK" button on your screen to authorize sharing.. Loyalty-building. Shorter time to relief She asks you to look at a few things for her and then says, "It might be quicker if I 'drive'. You watch while I explain what I'm doing, in case you ever need to look at this stuff again."You click "OK" again and look at your screen, encouraged and interested, as the TSR steps you through her debugging process and figures out the exact configuration changethat's needed.
"Well, it looks like that's all taken care of. Anything else I can help you with today?"
"No, thank you!" You sit back in your chair, relieved, and then w... [download for more]