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Casual Articles - A Small Business Approach To Computer Downtime
There is a lot of talk about leadership development but very little specific leadership skill training is available. It seems like success is dependent upon surrounding yourself with the right people and hoping they have the skills necessary to do the job. Compassion often prevents us from replacing those that don’t have the skills in a timely fashion and very little coaching and mentoring support is available within the company.A sad commentary considering that team building and teamwork skills are critical to the effectiveness of the management team. Success of your management team can be defined by what they accomplish as a group. A synergy within the team that creates unity, clarity of direction with a common purpose that is in alignment with strategic initiatives. This is the first prerequisite for your management team to make the Super Bowl and be effective. A common purpose and crystal clarity of goals and objectives are essential. Team building exercises must support the development of this clarity which includes responsibilities and accountability.“Purpose is the driving force of all accomplishments of greatness” -- Thomas CarlyleWhat is your management teams real purpose? Do they all share the same response to that question?Effective communication is the second prerequisite. This topic is discussed in every management book written because ineffective communication is generally at least partially responsible for the majority of failures within any management team. The key to effective communication starts with being able to listen effectively. In addition to
Cost of Service: $160
Total Cost of Downtime: $232.40 per PC
Well, based on total costs the hands down choice appears to be “Remote Computer Support”. However, there are a couple additional factors that should be examined a little closer before making a final decision. As mentioned earlier, remote support has its limitations. The primary two being, the issue cannot be fixed remotely if it is a result of a physical problem with a component, and the computer being serviced must have working internet access.
To determine how the first limitation factors in, we need to determine what percentage of computer problems are hardware vs. software related. Vendor data shows that software issues are actually 40 times more common than hardware issues. Therefore, in theory, when the computer can still boot up and access the internet, around 97% of problems can be solved remotely.
The best approach
I now believe we have enough data to make a well rounded decision regarding the best approach for professionals and small businesses when dealing with computer downtime.
Step Zero: The reason I’ve added a “step zero” is that an age old saying still applies to modern problems; an ounce of prevention is worth a pound of cure. Take the time to have routine computer maintenance performed on your PC. There are a number of great “self help” guides to keeping your PC running smoothly. Or consider signing up for a routine maintenance plan by a professional remote provider if you are either not comfortable with, or do not have the time to maintain your own computers. But no amount of maintenance can prevent the inevitable, so when downtime does occure…
Step one: If you are reasonably knowledgeable in computers and you can still access the internet, it can’t hurt to take a few minutes to search online or with your peers for answers. If the answer is not apparent within fifteen minutes of searching, there is a good chance the solution is not simple enough for the average computer user to solve and professional assistance should be considered.
Step two: To save time and money, your next best step is to try a remote service provider. They can often resolve your issu
I've heard other internet marketers who were involved in network marketing programs (MLM companies) say that they had been discouraged to work their business because it was MLM. This had not happened to me, until just very recently.Yesterday someone that I know asked me regarding my online business: "Well, isn't that MLM?" Then proceeded to inform me that I shouldn't count on that as my main source of income. (As a note, this person did not have any real experience in the marketing industry.)Apparently the network marketing industry has received a bad reputation - at least in some circles.Okay, what is MLM?MLM (as most people know) stands for Multi-Level-Marketing. When you strip off any stigma involved in it, it's simple definition is: "...a business model that combines direct marketing with franchising" (from Wiktionary Online Encyclopedia). So -- it's marketing with the right of a franchise for a particular business product.What's wrong with that?As long as the product being dealt with in the franchise is of good quality and the franchise owners are compensated fairly - nothing.Many companies are adding MLM to their already-successful marketing techniques, because it is actually a completely valid, relatively inexpensive and successful way to get their products into the general public.More than giving the marketing company an opportunity, this technique extends itself to others who are interested in making an income, and allows the "average Joe" on the street to earn a little (or a lot) of money in
If it’s true that the backbone of any small business is its employees, then I believe it’s fair to say that the muscle of many small businesses would have to be their computers. Plain and simple, business today is performed electronically. Whether it’s a day-trader trading stocks over the internet, a lawyer, physician or other professional looking up data, or a shopkeeper tracking prices and sales, computers are often an essential “tool of their trades”.
In fact, in the majority of professions where a computer is used, it is often not possible to effectively perform the job role without it. Sure the day-trader could continuously call their broker every five minutes for stock quotes, but in practical terms their business is reduced to a standstill. An analogy would be a carpenter trying to work without his hammer.
However, when you consider complexity, comparing a PC to a hammer is kind of like comparing a space shuttle to a bicycle. The average computer is a marvel of complexity. In fact, when we break it down, we’re not even talking about a single device. Computer systems are made up of a collection of hardware and software components, usually made by different manufacturers, working together for a common purpose. And it follows simple logic; the more complex the system, the more that can go wrong. All it often takes for a business to come grinding to a halt is for one of those components to malfunction.
Computer downtime can result from numerous circumstances. Viruses and spyware are waiting to infect your PC through the internet, email and even commonly used applications. Internet hacking, identity theft and other cyber crimes are all on the rise. Compatibility issues and missing or corrupt drivers plague both hardware and software alike. And problems with the installation and use of everyday programs can cause no end of headaches.
While the above points can raise a number of questions in the average small businesspersons mind around the costs associated with these downtimes and what can be done to minimize them, straight answers are often not easily found. In this article, we will attempt to analyze these questions and determine the best approach for professionals and small businesses to take in dealing with computer downtime.
Options for dealing with downtime
Questions surrounding downtime related costs have become such a hot topic on the Internet that an online calculator has been developed by NTA Monitor Ltd. to assist individuals and companies in determining the cost of computer downtime (You can try it out at http://www.nta-monitor.com/services/downtimecalc.htm). While this calculator can be quite handy, it is often not readily apparent what numbers to use for “total downtime” or “labor costs”. So lets just do some calculations of our own to determine the total overall costs that a professional or small business faces due to downtime and see if we can determine the best approach to resolving downtime related incidents.
The first and hardest question to answer is “how long is an average downtime incident for a small business?” Well, I’m afraid that there is no easy answer to this. While the average time is completely dependant on the nature of the problem, for this example we can piece together a typical scenario of events to create our timeframe.
When a typical computer issue or problem arises, there are a number of avenues that a small business owner can take to see it resolved. As most small businesses can obviously not afford to pay for a full or even part-time IT staff, the “do it yourself” method is often first employed. Resources such as friends, family and the internet are consulted for answers and some trial and error approaches, such as using generic “fix all” programs, are tried. That failing, a local computer service shops can be called for on-site or drop-off support. Or as a new and increasingly popular alternative, a remote service provider can be used.
Depending on the user’s knowledge of computers, the “do it yourself” approach can sometimes work and considering the time spent doing research, trial and error fixes, etc. the average issue can be resolved in as little a an hour or two. But sadly, more often than not, the time spent does not result in a solution and it is added to the overall incident time. So to make our calculations simpler, let’s deduce that on average the amount of self help time spent saves as much time as it looses and instead we will focus on three remaining options; on-site, drop-off and remote support. We will base our calculations on an eight hour work day.
While being a more expensive option, on-site services can often result in a quicker resolution time than drop-off service. Usually a technician can be scheduled for “same day” or “next day” service. On average this results in a total downtime of around eight hours.
A small business can save some money on the hourly rate it is charged by choosing to drop off their PC for service instead of having a technician come to them. While some service depots have longer waiting lists that result in the business owner losing their PC for numerous days or even weeks, shopping around for service usually results in an average turn around time of two to three days. Factoring in the time spent disconnecting and reconnecting your system, as well as the time spent dropping it off and picking it up, it’s reasonable to say that the average downtime for drop-off service is in the neighborhood of 24 business hours.
Finally, there is a lesser known option for small businesses that has grown out of advances in “desktop sharing” technologies. Professional remote computer service and support technicians can access computers directly through their internet connections to resolve computer issues.
Michael Hovila, the owner of AdvanceServe Remote PC Services (http://www.remotepcservices.com) informs us that “remote computer repair and support services are available to any computer that is connected to the Internet, anywhere in North America; It can be from home or business, a hotel suite or while telecommuting, or even through local wireless 'hotspots'. We can even connect though your home or corporate firewall... Then just sit back and watch as our remote technician controls your mouse and keyboard to diagnose and fix your computer problems or to demonstrate how to use or configure common applications.”
The hourly rate for remote support usually falls somewhere between that of local drop off and onsite service rates, while the downtime is reduced to an average of two hours per incident as a result of not having to wait for service. However, not all issues can be resolved remotely. Physical problems such as hardware failures still need to be dealt with by a “hands on” technician.
Calculating the costs
So which option is best for the small business owner? Let’s do some quick and simple math to find out. Based on average “resolution time” claims from numerous sources, I have decided to use two hours as the mean resolution time for these calculations.
For onsite service, rates are charged either on a “per hour” or “per incident” basis. Since we are calculating “per hour”, I compared the rates of four leading national on-site service providers and worked out an average of $100 US/hour for onsite support. So the total cost for a two hour service call ends up being $200.
Next we examine the cost of the drop-off service option. Prices in this category vary a little more depending on the service provider but a comparison of two national providers and two “mom and pop” local service depots resulted in an average hourly rate of $60 US per hour. Based on our two hour resolution time the labor cost for this option is $120.
Finally there is the remote support option. An average comparison of four trusted national providers resulted in a rate of $80 per hour. For a two hour resolution time the total cost is $160.
But we’re not done yet. Now we have to factor in the loss of wages that has resulted from the down time. 2003 Bureau of Labor statistics suggest that individuals who use computers for a living make an average of $36.20 an hour in wages and benefits. So using that figure as the “per hour” loss due to downtime for a single computer, we can calculate and compare the total cost of downtime for each of our three timelines.
Option One – Onsite Service
Total Downtime: 8 hours
Lost wages: $36.20x8=$289.60
Cost of Service: $200
Total Cost of Downtime: $489.60 per PC
Option Two – Drop Off Service
Total Downtime: 20 hours
Lost Wages: $36.20x20=$724
Cost of Service: $120
Total Cost of Downtime: $844 per PC
Option Three – Remote Service
Total Downtime: 2 hours
Lost Wages: $36.20x2=$72.40
Cost of Service: $160
Total Cost of Downtime: $232.40 per PC
Well, based on total costs the hands down choice appears to be “Remote Computer Support”. However, there are a couple additional factors that should be examined a little closer before making a final decision. As mentioned earlier, remote support has its limitations. The primary two being, the issue cannot be fixed remotely if it is a result of a physical problem with a component, and the computer being serviced must have working internet access.
To determine how the first limitation factors in, we need to determine what percentage of computer problems are hardware vs. software related. Vendor data shows that software issues are actually 40 times more common than hardware issues. Therefore, in theory, when the computer can still boot up and access the internet, around 97% of problems can be solved remotely.
The best approach
I now believe we have enough data to make a well rounded decision regarding the best approach for professionals and small businesses when dealing with computer downtime.
Step Zero: The reason I’ve added a “step zero” is that an age old saying still applies to modern problems; an ounce of prevention is worth a pound of cure. Take the time to have routine computer maintenance performed on your PC. There are a number of great “self help” guides to keeping your PC running smoothly. Or consider signing up for a routine maintenance plan by a professional remote provider if you are either not comfortable with, or do not have the time to maintain your own computers. But no amount of maintenance can prevent the inevitable, so when downtime does occure…
Step one: If you are reasonably knowledgeable in computers and you can still access the internet, it can’t hurt to take a few minutes to search online or with your peers for answers. If the answer is not apparent within fifteen minutes of searching, there is a good chance the solution is not simple enough for the average computer user to solve and professional assistance should be considered.
Step two: To save time and money, your next best step is to try a remote service provider. They can often resolve your issue
And what is the real guarantee behind the guarantee that everyone promises at the end of their sales letters?Who really is the beneficiary of a long guarantee? You see, some 'savvy' marketers have figured out that the longer the guarantee period offered the less returns they'll have. They work on the principle that because people have a longer time frame in which to return something, they'll put it aside 'to do later' and never get around to even looking at the product again, let alone return it for a refund. They’ve given up in disgust.I'm not, and neither are many others, boomerang buyers and the times I have needed to call on the guarantee given in a product sales letter has cost me heaps of money. I think Clickbank has the right idea where they only offer a product guarantee for 90 days. This goes some way towards keeping some sellers honest but I still don't think it's far enoughI've been 'stung' more than once and frankly, I now believe that most guarantee's are simply obligatory sales letter endings placed just before the P.S's in salesletters.I think there needs to be guarantee insurance coverage for all businesses operating on the Internet who want to sell a product. I think this is needed to cover digital info products, software and anything sold via the Internet.Now I won't buy any product unless it is recommended by someone whom I know - or have come to learn as being a 'kosher' operator through getting to know them via their newsletters/Emails for some time.And if I have 'talked' with them personally via Email, the better the chances are tha
Options for dealing with downtime
Questions surrounding downtime related costs have become such a hot topic on the Internet that an online calculator has been developed by NTA Monitor Ltd. to assist individuals and companies in determining the cost of computer downtime (You can try it out at http://www.nta-monitor.com/services/downtimecalc.htm). While this calculator can be quite handy, it is often not readily apparent what numbers to use for “total downtime” or “labor costs”. So lets just do some calculations of our own to determine the total overall costs that a professional or small business faces due to downtime and see if we can determine the best approach to resolving downtime related incidents.
The first and hardest question to answer is “how long is an average downtime incident for a small business?” Well, I’m afraid that there is no easy answer to this. While the average time is completely dependant on the nature of the problem, for this example we can piece together a typical scenario of events to create our timeframe.
When a typical computer issue or problem arises, there are a number of avenues that a small business owner can take to see it resolved. As most small businesses can obviously not afford to pay for a full or even part-time IT staff, the “do it yourself” method is often first employed. Resources such as friends, family and the internet are consulted for answers and some trial and error approaches, such as using generic “fix all” programs, are tried. That failing, a local computer service shops can be called for on-site or drop-off support. Or as a new and increasingly popular alternative, a remote service provider can be used.
Depending on the user’s knowledge of computers, the “do it yourself” approach can sometimes work and considering the time spent doing research, trial and error fixes, etc. the average issue can be resolved in as little a an hour or two. But sadly, more often than not, the time spent does not result in a solution and it is added to the overall incident time. So to make our calculations simpler, let’s deduce that on average the amount of self help time spent saves as much time as it looses and instead we will focus on three remaining options; on-site, drop-off and remote support. We will base our calculations on an eight hour work day.
While being a more expensive option, on-site services can often result in a quicker resolution time than drop-off service. Usually a technician can be scheduled for “same day” or “next day” service. On average this results in a total downtime of around eight hours.
A small business can save some money on the hourly rate it is charged by choosing to drop off their PC for service instead of having a technician come to them. While some service depots have longer waiting lists that result in the business owner losing their PC for numerous days or even weeks, shopping around for service usually results in an average turn around time of two to three days. Factoring in the time spent disconnecting and reconnecting your system, as well as the time spent dropping it off and picking it up, it’s reasonable to say that the average downtime for drop-off service is in the neighborhood of 24 business hours.
Finally, there is a lesser known option for small businesses that has grown out of advances in “desktop sharing” technologies. Professional remote computer service and support technicians can access computers directly through their internet connections to resolve computer issues.
Michael Hovila, the owner of AdvanceServe Remote PC Services (http://www.remotepcservices.com) informs us that “remote computer repair and support services are available to any computer that is connected to the Internet, anywhere in North America; It can be from home or business, a hotel suite or while telecommuting, or even through local wireless 'hotspots'. We can even connect though your home or corporate firewall... Then just sit back and watch as our remote technician controls your mouse and keyboard to diagnose and fix your computer problems or to demonstrate how to use or configure common applications.”
The hourly rate for remote support usually falls somewhere between that of local drop off and onsite service rates, while the downtime is reduced to an average of two hours per incident as a result of not having to wait for service. However, not all issues can be resolved remotely. Physical problems such as hardware failures still need to be dealt with by a “hands on” technician.
Calculating the costs
So which option is best for the small business owner? Let’s do some quick and simple math to find out. Based on average “resolution time” claims from numerous sources, I have decided to use two hours as the mean resolution time for these calculations.
For onsite service, rates are charged either on a “per hour” or “per incident” basis. Since we are calculating “per hour”, I compared the rates of four leading national on-site service providers and worked out an average of $100 US/hour for onsite support. So the total cost for a two hour service call ends up being $200.
Next we examine the cost of the drop-off service option. Prices in this category vary a little more depending on the service provider but a comparison of two national providers and two “mom and pop” local service depots resulted in an average hourly rate of $60 US per hour. Based on our two hour resolution time the labor cost for this option is $120.
Finally there is the remote support option. An average comparison of four trusted national providers resulted in a rate of $80 per hour. For a two hour resolution time the total cost is $160.
But we’re not done yet. Now we have to factor in the loss of wages that has resulted from the down time. 2003 Bureau of Labor statistics suggest that individuals who use computers for a living make an average of $36.20 an hour in wages and benefits. So using that figure as the “per hour” loss due to downtime for a single computer, we can calculate and compare the total cost of downtime for each of our three timelines.
Option One – Onsite Service
Total Downtime: 8 hours
Lost wages: $36.20x8=$289.60
Cost of Service: $200
Total Cost of Downtime: $489.60 per PC
Option Two – Drop Off Service
Total Downtime: 20 hours
Lost Wages: $36.20x20=$724
Cost of Service: $120
Total Cost of Downtime: $844 per PC
Option Three – Remote Service
Total Downtime: 2 hours
Lost Wages: $36.20x2=$72.40
Cost of Service: $160
Total Cost of Downtime: $232.40 per PC
Well, based on total costs the hands down choice appears to be “Remote Computer Support”. However, there are a couple additional factors that should be examined a little closer before making a final decision. As mentioned earlier, remote support has its limitations. The primary two being, the issue cannot be fixed remotely if it is a result of a physical problem with a component, and the computer being serviced must have working internet access.
To determine how the first limitation factors in, we need to determine what percentage of computer problems are hardware vs. software related. Vendor data shows that software issues are actually 40 times more common than hardware issues. Therefore, in theory, when the computer can still boot up and access the internet, around 97% of problems can be solved remotely.
The best approach
I now believe we have enough data to make a well rounded decision regarding the best approach for professionals and small businesses when dealing with computer downtime.
Step Zero: The reason I’ve added a “step zero” is that an age old saying still applies to modern problems; an ounce of prevention is worth a pound of cure. Take the time to have routine computer maintenance performed on your PC. There are a number of great “self help” guides to keeping your PC running smoothly. Or consider signing up for a routine maintenance plan by a professional remote provider if you are either not comfortable with, or do not have the time to maintain your own computers. But no amount of maintenance can prevent the inevitable, so when downtime does occure…
Step one: If you are reasonably knowledgeable in computers and you can still access the internet, it can’t hurt to take a few minutes to search online or with your peers for answers. If the answer is not apparent within fifteen minutes of searching, there is a good chance the solution is not simple enough for the average computer user to solve and professional assistance should be considered.
Step two: To save time and money, your next best step is to try a remote service provider. They can often resolve your issu
On your first day in kindergarten, your mother helped pick out your clothes, reminded you of proper manners and sent you off into the world to make a great first impression on your teacher. I am writing this short article with some motherly advice on how to prepare for a professional job interview.Being prepared for your first ‘real job’ interview is based on the principles your mother taught you on that first day of school. Be prepared, look your best and be polite. Let’s review each of these keys to success as it relates to an interview.1) Be prepared. When you went for your first day of school, your mother made sure you had your lunch, your notebooks and your pencils all ready in your book bag. In order to be prepared for your job interview you need to take the same steps. First, be sure and bring your briefcase or your portfolio with all the needed documentation for the interview. This includes extra copies of your resume, business cards, reference sheets and letters of recommendation. You may also want to put in a brochure or any information about the place you are interviewing inside the portfolio so the interviewer can see you have done your research before you came. Be sure to come with a written list of questions. Nothing will stop an interview in its tracks than a candidate with no questions for the interviewer. Think like a boy scout. What could you need during the interview? Pens, of course, maybe blank paper to write the answers from the questions you will ask, paperclips, and, if you are a woman and wearing nylons, an extra pair tucked into your purse in case they run
While being a more expensive option, on-site services can often result in a quicker resolution time than drop-off service. Usually a technician can be scheduled for “same day” or “next day” service. On average this results in a total downtime of around eight hours.
A small business can save some money on the hourly rate it is charged by choosing to drop off their PC for service instead of having a technician come to them. While some service depots have longer waiting lists that result in the business owner losing their PC for numerous days or even weeks, shopping around for service usually results in an average turn around time of two to three days. Factoring in the time spent disconnecting and reconnecting your system, as well as the time spent dropping it off and picking it up, it’s reasonable to say that the average downtime for drop-off service is in the neighborhood of 24 business hours.
Finally, there is a lesser known option for small businesses that has grown out of advances in “desktop sharing” technologies. Professional remote computer service and support technicians can access computers directly through their internet connections to resolve computer issues.
Michael Hovila, the owner of AdvanceServe Remote PC Services (http://www.remotepcservices.com) informs us that “remote computer repair and support services are available to any computer that is connected to the Internet, anywhere in North America; It can be from home or business, a hotel suite or while telecommuting, or even through local wireless 'hotspots'. We can even connect though your home or corporate firewall... Then just sit back and watch as our remote technician controls your mouse and keyboard to diagnose and fix your computer problems or to demonstrate how to use or configure common applications.”
The hourly rate for remote support usually falls somewhere between that of local drop off and onsite service rates, while the downtime is reduced to an average of two hours per incident as a result of not having to wait for service. However, not all issues can be resolved remotely. Physical problems such as hardware failures still need to be dealt with by a “hands on” technician.
Calculating the costs
So which option is best for the small business owner? Let’s do some quick and simple math to find out. Based on average “resolution time” claims from numerous sources, I have decided to use two hours as the mean resolution time for these calculations.
For onsite service, rates are charged either on a “per hour” or “per incident” basis. Since we are calculating “per hour”, I compared the rates of four leading national on-site service providers and worked out an average of $100 US/hour for onsite support. So the total cost for a two hour service call ends up being $200.
Next we examine the cost of the drop-off service option. Prices in this category vary a little more depending on the service provider but a comparison of two national providers and two “mom and pop” local service depots resulted in an average hourly rate of $60 US per hour. Based on our two hour resolution time the labor cost for this option is $120.
Finally there is the remote support option. An average comparison of four trusted national providers resulted in a rate of $80 per hour. For a two hour resolution time the total cost is $160.
But we’re not done yet. Now we have to factor in the loss of wages that has resulted from the down time. 2003 Bureau of Labor statistics suggest that individuals who use computers for a living make an average of $36.20 an hour in wages and benefits. So using that figure as the “per hour” loss due to downtime for a single computer, we can calculate and compare the total cost of downtime for each of our three timelines.
Option One – Onsite Service
Total Downtime: 8 hours
Lost wages: $36.20x8=$289.60
Cost of Service: $200
Total Cost of Downtime: $489.60 per PC
Option Two – Drop Off Service
Total Downtime: 20 hours
Lost Wages: $36.20x20=$724
Cost of Service: $120
Total Cost of Downtime: $844 per PC
Option Three – Remote Service
Total Downtime: 2 hours
Lost Wages: $36.20x2=$72.40
Cost of Service: $160
Total Cost of Downtime: $232.40 per PC
Well, based on total costs the hands down choice appears to be “Remote Computer Support”. However, there are a couple additional factors that should be examined a little closer before making a final decision. As mentioned earlier, remote support has its limitations. The primary two being, the issue cannot be fixed remotely if it is a result of a physical problem with a component, and the computer being serviced must have working internet access.
To determine how the first limitation factors in, we need to determine what percentage of computer problems are hardware vs. software related. Vendor data shows that software issues are actually 40 times more common than hardware issues. Therefore, in theory, when the computer can still boot up and access the internet, around 97% of problems can be solved remotely.
The best approach
I now believe we have enough data to make a well rounded decision regarding the best approach for professionals and small businesses when dealing with computer downtime.
Step Zero: The reason I’ve added a “step zero” is that an age old saying still applies to modern problems; an ounce of prevention is worth a pound of cure. Take the time to have routine computer maintenance performed on your PC. There are a number of great “self help” guides to keeping your PC running smoothly. Or consider signing up for a routine maintenance plan by a professional remote provider if you are either not comfortable with, or do not have the time to maintain your own computers. But no amount of maintenance can prevent the inevitable, so when downtime does occure…
Step one: If you are reasonably knowledgeable in computers and you can still access the internet, it can’t hurt to take a few minutes to search online or with your peers for answers. If the answer is not apparent within fifteen minutes of searching, there is a good chance the solution is not simple enough for the average computer user to solve and professional assistance should be considered.
Step two: To save time and money, your next best step is to try a remote service provider. They can often resolve your issu
It was early evening late in March, 2004 when my office telephone rang. When I picked up the receiver it was a young man with whom I was involved in times past in network marketing businesses. I knew by instinct why he was 1calling me, and I didn't want any part of another network marketing business. I had failed often enough, but my mother raised me right, and I didn't hang up on him.I was only half listening to him when he said his product was liquid. That made me sit up and take notice. I absolutely did not like liquids. As a child when I had a cold the doctor had to prescribe cough medicine in pill form. My caller further told me it was not selling, but was a marketing opportunity. Thinking of a way to get rid of him without being rude I said "Marc, you know I can't market anything unless I believe in it." Whereupon he said "Let me send you a bottle, then you can make up your own mind."Sooner than I expected, the sample bottle arrived. I took note the company name was XanGo. I noticed the bottle was attractive. I read the contents - nothing unusual about the contents, but what in the world was 'garcina mangostana'? My first reaction - I had better taste it. That was the least I could do, after Marc was nice enough to send it. I opened the bottle, put a generous portion in a drinking glass, and downed it. My immediate reaction - not too bad.Marc had sent me his website so I went to the computer and readthe site. Impressive! He had included a newsletter and a couple brochures. I absorbed them.But then my common sense came to th
Calculating the costs
So which option is best for the small business owner? Let’s do some quick and simple math to find out. Based on average “resolution time” claims from numerous sources, I have decided to use two hours as the mean resolution time for these calculations.
For onsite service, rates are charged either on a “per hour” or “per incident” basis. Since we are calculating “per hour”, I compared the rates of four leading national on-site service providers and worked out an average of $100 US/hour for onsite support. So the total cost for a two hour service call ends up being $200.
Next we examine the cost of the drop-off service option. Prices in this category vary a little more depending on the service provider but a comparison of two national providers and two “mom and pop” local service depots resulted in an average hourly rate of $60 US per hour. Based on our two hour resolution time the labor cost for this option is $120.
Finally there is the remote support option. An average comparison of four trusted national providers resulted in a rate of $80 per hour. For a two hour resolution time the total cost is $160.
But we’re not done yet. Now we have to factor in the loss of wages that has resulted from the down time. 2003 Bureau of Labor statistics suggest that individuals who use computers for a living make an average of $36.20 an hour in wages and benefits. So using that figure as the “per hour” loss due to downtime for a single computer, we can calculate and compare the total cost of downtime for each of our three timelines.
Option One – Onsite Service
Total Downtime: 8 hours
Lost wages: $36.20x8=$289.60
Cost of Service: $200
Total Cost of Downtime: $489.60 per PC
Option Two – Drop Off Service
Total Downtime: 20 hours
Lost Wages: $36.20x20=$724
Cost of Service: $120
Total Cost of Downtime: $844 per PC
Option Three – Remote Service
Total Downtime: 2 hours
Lost Wages: $36.20x2=$72.40
Cost of Service: $160
Total Cost of Downtime: $232.40 per PC
Well, based on total costs the hands down choice appears to be “Remote Computer Support”. However, there are a couple additional factors that should be examined a little closer before making a final decision. As mentioned earlier, remote support has its limitations. The primary two being, the issue cannot be fixed remotely if it is a result of a physical problem with a component, and the computer being serviced must have working internet access.
To determine how the first limitation factors in, we need to determine what percentage of computer problems are hardware vs. software related. Vendor data shows that software issues are actually 40 times more common than hardware issues. Therefore, in theory, when the computer can still boot up and access the internet, around 97% of problems can be solved remotely.
The best approach
I now believe we have enough data to make a well rounded decision regarding the best approach for professionals and small businesses when dealing with computer downtime.
Step Zero: The reason I’ve added a “step zero” is that an age old saying still applies to modern problems; an ounce of prevention is worth a pound of cure. Take the time to have routine computer maintenance performed on your PC. There are a number of great “self help” guides to keeping your PC running smoothly. Or consider signing up for a routine maintenance plan by a professional remote provider if you are either not comfortable with, or do not have the time to maintain your own computers. But no amount of maintenance can prevent the inevitable, so when downtime does occure…
Step one: If you are reasonably knowledgeable in computers and you can still access the internet, it can’t hurt to take a few minutes to search online or with your peers for answers. If the answer is not apparent within fifteen minutes of searching, there is a good chance the solution is not simple enough for the average computer user to solve and professional assistance should be considered.
Step two: To save time and money, your next best step is to try a remote service provider. They can often resolve your issu
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Cost of Service: $160
Total Cost of Downtime: $232.40 per PC
Well, based on total costs the hands down choice appears to be “Remote Computer Support”. However, there are a couple additional factors that should be examined a little closer before making a final decision. As mentioned earlier, remote support has its limitations. The primary two being, the issue cannot be fixed remotely if it is a result of a physical problem with a component, and the computer being serviced must have working internet access.
To determine how the first limitation factors in, we need to determine what percentage of computer problems are hardware vs. software related. Vendor data shows that software issues are actually 40 times more common than hardware issues. Therefore, in theory, when the computer can still boot up and access the internet, around 97% of problems can be solved remotely.
The best approach
I now believe we have enough data to make a well rounded decision regarding the best approach for professionals and small businesses when dealing with computer downtime.
Step Zero: The reason I’ve added a “step zero” is that an age old saying still applies to modern problems; an ounce of prevention is worth a pound of cure. Take the time to have routine computer maintenance performed on your PC. There are a number of great “self help” guides to keeping your PC running smoothly. Or consider signing up for a routine maintenance plan by a professional remote provider if you are either not comfortable with, or do not have the time to maintain your own computers. But no amount of maintenance can prevent the inevitable, so when downtime does occure…
Step one: If you are reasonably knowledgeable in computers and you can still access the internet, it can’t hurt to take a few minutes to search online or with your peers for answers. If the answer is not apparent within fifteen minutes of searching, there is a good chance the solution is not simple enough for the average computer user to solve and professional assistance should be considered.
Step two: To save time and money, your next best step is to try a remote service provider. They can often resolve your issue quickly and get you back to making money instead of spending it. Even though they cannot resolve physical problems, you will still come out much farther ahead on average by trying a remote technician first.
Step three: In the few cases where the issue ends up being hardware related, your next best choice would be the onsite provider. Many remote providers have local affiliates who they can recommend you to and can provide you with diagnostic information to pass on to the local technician, which may reduce the required support time.
Addendum: Since this article was first published, I have received a number of emails asking for my recommendations on the best choice for computer support providers in each of the areas I covered. So as requested, here are my choices for the top national providers. Please note that the following choices are simply based on my own research and experience:
Recommended Remote Provider:
AdvanceServe Remote PC Services
http://www.remotepcservices.com
1-877-87SERVE
Recommended On-Site Provider:
CompUSA Technical Services
http://www.compusa.com/tech_services/techknowledgist_mobile.asp
1-800-COMPUSA
Recommended Drop-Off Provider:
CompUSA Technical Services
http://www.compusa.com/tech_services/instore_services.asp
1-800-COMPUSA
From downtime to uptime
Computers are an essential part of most modern small businesses but when problems occur, the costs associated with them can quickly spiral out of control. However, a quick and well thought out response to computer downtime can save a small business hundreds or even thousands of dollars. I hope this guide will help you to be better prepared when your downtime comes because it’s not a matter of if; it’s a matter of when.
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