Monday, March 02, 2009

How Some Companies Do Support.: VMWare - Virtualization Support

How Some Companies Do Support.: VMWare - Virtualization Support

The few instances where I needed to contact VMWare support for assistance on a project, they did a decent job. Although they, and all other vendors, tout having the best support and are committed to making their users happy, it always depends and varies depending on who you get when you call in and what is the current support queue length they are working off of.

A tired and understaffed support group no matter whose it is will always be less effective than a support department that is fresh and not over-worked (over baked), ready to break down or are disgruntled about their work conditions.

Then, there is the other factor of who you get. Although I'm not apposed to getting a new support person when I call in to a company for support, I do mind if they are not into the technology or interested in solving the issue at hand. I like and don;t mind if put on hold so they can consult with another person except times where time is more critical for the project and that added wait time can come back to hurt the project goals.

On the other side of the spectrum is the support staff members who have been at the company many years or doing the same job or technology for a long time and not only know a great deal but are grumpy about it. The experienced grumpy that thinks you should have already known much of the information they are providing and also they dispense a subtle talk down. This is the worst. Worse that the new support agent or support engineer. Although they know a lot of the product and technology, the more sadists ones will use that as a torture device. Not providing all the information, especially and particularly in the form of gotchas in design or implementation.

Remote Support

A simple process that could take an experienced person several minutes to maybe ten can turn into an hour with a person on the remote side that has no idea of how to perform the functions that you are requesting or have never even seen a command line or rarely use the right-click feature of their mouse.




5 comments:

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Anonymous said...

There are many factors for providing remote support including chat support. Chat support is support software that provides not just opportunity to provide better customer support but also provides a platform for creating a customer relationship that enables improved opportunity for sales. Remote computer control software is another method for providing computer and user support through the web. No on-site visits are required for desktop support as software for web based desktop support . Web based desktop support has evolved and is incorporated into many computer remote control products. There are many services for web based desktop support software and at their core permit remote desktop control access software for PC Remote control support.
Unlike customer support software such as online or installed chat software and other customer support software such as ticketing systems, software for web based computer support permits more than a communication channel that is accessed by remote clients and user but also a means to directly access and solve and correct desktop problems. They can include driver updates, software application updates and other various tasks that are performed daily for tech-support.

2cents said...

Thank you for your comment.

Anonymous said...


How web based software for computer remote support works?
One of the most common features, if not the most critical feature, of web based software for supporting computers over the Internet is remote control. Also known as desktop sharing, remote computer control is at the core of web based software for desktop computer remote support. It is necessary to access the remote computer that needs assistance of course so how this access is executed varies at times but remote control is nearly required. Other software applications available that are web based for customer support for example is web based chat software. Unlike software for computer support, online or web based chat only permits the communication of the end-users of a web site or web portal and the supporting staff. Web based software for computer support can have chat incorporated into the service but its main goal and core function is access to the remote desktop for remote control. Many services provide a web site that users connect to and then are required to enter a special code to begin the process of executing a connection to the remote tech-support person or persons. For web based software for computer remote support, the code most often is dynamic for each computer remote support session but can be a static predetermined computer access code as is the case with the computer remote support service provided by 4RemoteSupport.com. 4RemoteSupport.com provides computer remote control over the web for desktop sharing remote control support. 4RemoteSupport's remote support software web based service give tech-support access to end-user or client computers both online through the web or on the local network. The connection to the remote desktop on the local network is direct for remote desktop control access. Like RDP (Microsoft Remote Desktop Protocol) the remote desktop connect to the a support person. The connection in this case however is initiated by the support staff member. The desktop is not shared as it is with web based software for computer remote support by 4RemoteSupport.com . With 4RemoteSupport.com's web based software for computer remote support, remote connections are initiated by the remote desktop user. They connect to tech support and although the connection is direct when computer support is provided from the local network, it is web based when applied to over the web support. The user connects to the web site and enters a user code , as mentioned this code is static but optionally dynamic, once the support code is entered, a small download occurs and the remote computer control connection is made to tech support. Many web based software for computer remote support services provide dynamic coding but nearly all require some component to be downloaded for the remote computer console connection to be made. Often the desktop sharing is controlled by both tech-support and by the end-user or client on the remote side of the connection. The connection can span the world as it is over the web so any computer desktop that is connected to the Internet will be able to connect to any other across the web. Web based software for computer remote support has as its main feature and purpose remote computer control access and in most cases with desktop sharing capabilities. This means both the end-user at the computer desktop and the remote technical support staff person with the viewing component on their PC computer cane view the session at the same time. Not only can both PC computers have access to the contents of the screen, keyboard and mouse of the remote computer but both can execute commands, start and stop services and programs during the process of providing support across the web.

Anonymous said...

How does web based software help in providing user computer assistance?
The answer I believe lies in the type of computer support incidents. Web based support help provide computer support and remote assistance by using computer remote control over the web. Computer assistance on the local network can be attained by many local applications installed on the desktops of the user computer and the information technology department's computer desktop. Remote PC computers can have an agent installed on them for local network computer assistance and remote control support. Web based computer desktop support is the same in regards to the remote PC control aspect. Remote PC control is inherent in most web based desktop support applications available today. Once example of computer support software that does not require or typically has remote control features is online web based chat. Although this is a form of remote assistance software, it is used in scenarios where remote computer control is not necessarily required. Web based software for supporting computers through the web have remote control built into them. Remote desktop control online is most popular with managed services companies. Internal information technology support departments also have a use for web based support software. Their users can be traveling on the road or working from home and need computer assistance. Web based desktop software for remote support can be used in such cases. Web based software for computer support enables the local help-desks or Information technology tech-support access their users computers through the web. They do not require a VPN to the corporate network to enable remote support. They connect over the web through the Internet. Access of computers on the web permits access to computers without being on the same network as the tech-support staff or help-desks.