Most managed IT services providers offer on-site support and remote support. On-site support means a technician goes to your place of business to resolve the problems you’re experiencing. Remote support means a technician might be able to take care of the issue remotely, without having to leave their own office.
When a technician is at your place of business, they get to see everything for themselves. This can be a lot easier when trying to troubleshoot an issue caused by a hardware failure. Working remotely only offers the technician to see everything as it is within the operating system. On-site, they can look at the hardware configuration as well as the operating system.
On the other hand, fixing issues remotely can be a benefit for yourself as well as the technicians. They can remote into your system from their office to take a look at your issue right away. If they need to travel to your business, it may take some time for them to arrive depending on distance and traffic.
If worked remotely, some problems can be resolved in less than 5 minutes. If your business is a 20 minute drive away from the technician’s office, it will take at least 40 minutes round trip for the technician to drive to and from your location. The resolution may still only take 5 minutes of your time, but would take 45 minutes of the technician’s time, and you would have to wait for the technician to arrive before the issue could be resolved. Working items remotely can be quicker for resolution on your end, and free up time for the technician on their end. It’s a win-win situation!
In some situations, remote support options aren’t available, like when there are internet or network issues. The technician can try to walk you through what to do, but if you’re not familiar with how your network is setup, it might be easier for the technician to go to your business.
Depending on who your managed IT services provider is, your business may have an extra charge for on-site visits or remote support, or they might charge by how long it takes to resolve the issue. It all depends on your agreement with them.
As you can tell, there are pros to both on-site and remote support. Each situation will need something different, but all end with a resolution.
Don’t forget to check out our article “What is Remote Support?” for more detailed information about remote support!