Support Services

Remote or On-Site Support to fit your needs and budget

Get Support The Way You Need It.

When choosing a company to provide IT support for your business, you have many things to think about. You need to know that the company you choose is reputable, reliable, professional, and security-conscious. Just as important, you need to know that they can meet your business needs. One key decision to make is whether you require onsite or remote support. There are advantages and disadvantages to both options. This guide explores the key benefits of each and will help you decide which one is most appropriate for your business.

On-Site Support is the best way to handle critical or sensitive situations

Face to Face Contact

The advantages of face-to-face contact should not be underestimated. Many people find it easier to deal with people this way, rather than over the phone. Having an on-site technician will help your staff to build relationships with the people providing IT support, which can improve confidence in the system.

Knowledge of your business

Having on-site allows you to familiarize him/her with the specific methods and idiosyncrasies of your business. This enables the technician to pick up on areas of particular importance and recurring problems, as well as to predict and prevent issues that may arise in the future. Having an on-site IT technician also creates opportunity for a more forward-looking, less-reactive approach. With a thorough knowledge of the way your company operates, the technician becomes a valuable resource when it comes to planning how to take the business forward, ensuring that your systems are always maintained and developed in line with your company growth plans. He or she will also be very well-placed to offer training to your staff, and to ensure that your IT systems not only work properly, but are used to their maximum capability.

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Prompt service for hardware issues

Not all problems can be dealt with remotely. This is particularly true of hardware issues. If something goes physically wrong with your server or PC, you need someone to be there to take a look at it. Employing an IT services company on-site means that this kind of problem can be dealt with promptly.

As you can see there are advantages with both options. You will need to decide which is more suitable for your business. Many people decide that a combination of the two is the answer, with a small on-site presence, to deal with major problems and proactive services supported by a larger remote team to deal with day-to-day issues. This can often be a very satisfactory solution.

HIPAA & PCI Compliance Guide – IT Support through Remote Access

Many businesses including the healthcare and credit card industries have benefited greatly from the ability to support technology infrastructure through the use of remote access among partners and suppliers. Although transmitting patient data and credit card information across networks improves care, speeds service and reduces healthcare costs, many remote access products inadvertently put patient privacy and credit card information at risk.  HIPAA compliance for remote access requires you to:  Implement hardware, software and/or procedural mechanisms that record and examine activity in information systems that contain or use electronic protected health information.  This means every time someone accesses your system remotely, you are required to record who, when and for what purpose.

HIPAA and Remote Support

Please note that there are substantial security risks to remote support and remote access to your network!   If you are required to meet HIPAA or PCI compliance guidelines, remote support is probably NOT an option.  Let me repeat – If you are required to meet HIPAA or PCI compliance guides and your current IT support consultant is doing remote support, you are probably NOT meeting compliance.  If we can get in remotely so can the bad guys! Please call one of our knowledgeable technicians today at Byte Connections (865-470-3133) to discuss how we can provide affordable quality support that meets compliance guidelines

Remote support is great when you need a cost-effective quick response

Efficient

The advantages of face-to-face contact should not be underestimated. Many people find it easier to deal with people this way, rather than over the phone. Having an on-site support technician will help your staff to build relationships with the people providing IT support, improving confidence in the system.

Cost-Effective

Remote access tends to be a very cost-effective solution. You don’t need to pay for a technician to be permanently on-site, nor do you have to cover the costs of the time he or she spends traveling to and from your office. Instead, you pay only for the service you get and the time spent fixing the problem. This works for the provider, too, as they spend less time traveling between clients or waiting around on-site for a problem to arise. Instead, they can focus all their energies on efficient technical support for a greater number of clients. This means they experience considerable cost savings, some of which you can expect to be passed on to you, the client.

On-Site or Remote Support?

With Byte Connections you are not stuck with one or the other.  We will provide the most appropriate type of support to resolve your issues.