| Small Business Computer Support is a tough service | | | | other noticeable issues. So after trying about 10 times, |
| to find that's both reasonable in cost and effective. | | | | the user called the support line for the software. Long |
| Other factors like the number of users, type of | | | | story short, the software support person tried every |
| business, and location can also add to the challenge. | | | | possible trick in the book. Still no luck after 2-3 hours on |
| Even the term small business is hard to define unless | | | | the phone and rebooting every thing from her |
| you are using specific criteria. The government defines | | | | workstation to the server and router. Half a day was |
| small business by number of employees, financial | | | | gone and no solution in sight. |
| companies like banks use revenue figures, and others | | | | They finally called their local networking support guy |
| might use their own definition based on a combination | | | | (who had installed the network) and he came out to |
| of factors. | | | | see if he could find the problem. He found it in about 10 |
| Computer support requirements can be just as | | | | minutes; it was a server update from our friends at |
| diverse. Many small businesses may just use one | | | | Microsoft that had replaced a shared file that controls |
| shared accounting program, email, and Internet | | | | the password file on the application. He rolled back the |
| services. Others might use specialized software to run | | | | update, and everything started working again. Now the |
| every facet of their day-to-day operations. So there | | | | software support person had asked if anything had |
| are no hard and fast ways of determining exact | | | | changed, new installations, etc. But the user had no |
| requirements without doing a quick survey of needs. | | | | way of knowing that the server had been updated. |
| Each small business normally has some common | | | | But this example shows how computer support is a |
| support issues like networking and Internet access. But | | | | difficult task. And I'm sorry to say this is a common |
| it can quickly go into specialized areas on specific | | | | problem with updating software. And turning auto |
| software and hardware support. Finding a firm that | | | | updates off is not always a good solution due to |
| has the technical skills on a broad level, specialized skills | | | | security threats. And the network guy may not have |
| in the right software, and can respond in a timely | | | | seen the solution so quick if he didn't already know that |
| fashion can be difficult. And those requirements don't | | | | the software support had covered all the application |
| include the cost of this computer support. | | | | issues although he probably would have checked for |
| Many specialized firms start out at $135 per hour rates | | | | any changes and found the update issue anyway. |
| and they can go up in costs depending on travel and | | | | There's no real moral to this story. Other than to |
| expenses. Now if your entire business is dependent on | | | | always check all sides of any computer issue and |
| the functionality of your computers and software, you | | | | troubleshooting is a challenge. It's always a good idea |
| have little choice. Let's say it costs you a $1000 or | | | | to have someone to call that's familiar with your |
| better to get back up and running, you really have no | | | | software and setup. And they would be the best go |
| other options. | | | | to source for any problem. If it needs to be escalated |
| Software support can be an adventure even when | | | | to the software publisher, let them make the decision |
| you have access to knowledgeable support people. | | | | after exhausting other issues. |
| What appears to be a software issue really may be a | | | | It also shows that it would be worth the time and |
| hardware issue. The following story is a good example | | | | effort to find a computer support company that can |
| of how things can go very wrong, very quickly. | | | | take the time and become familiar with your particular |
| It all started like most problems, the user couldn't get | | | | configuration. If your small business depends on your |
| into the main application that is used for both customer | | | | computers and software, it would well be worth the |
| service and accounting tasks. The application refused | | | | investment. |
| to accept her password. It worked fine yesterday, no | | | | |