There are two levels of support that I can provide from my office. The basic level of support is what I can do for you working only over the phone. I can answer precise questions and step you through simple procedures to address problems. The advanced level of support is what I can do for you while we talk on the phone and I also have remote access to either your workstation or the server where your software is accessible to me. In short, with remote access I can provide you a much higher level of support.
I offer advanced level of support to all of my customers. However, I cannot provide that level of support without ready, reliable, remote access. I have this access to many of my customers already. If this remote access is constantly being changed by your tech support, then it is just one more problem. If I do not have remote access and your support requires taking an hour of time for both of us to deal with an issue that could take 10 minutes, then it is counter productive to my work. My time is my livelihood.
Very simply, if you wish to have advanced support I must have reliable, push-button, remote access. I can still support your system at the basic level without remote access, but you must understand that it will limit what I can do for you and how much time both of us can be tied-up on the phone.
One option for secure, direct, access to your network is for me to use a VPN client software on my end. I cannot support an unlimited number of VPN clients as it becomes impossible to have all of these clients running on one or two workstations in my office. VPN clients I support now include: Cisco AnyConnect Mobility client or Dell SonicWall Netextender client. Using a VPN client on my end to connect to your network is a very secure method if configured correctly. This method requires the purchase of the appropriate hardware device for your network. But this is a very good investment if your company wishes to allow remote access to other employees or vendors. VPN functionality is often built-in to the functions of a router or firewall device that is part of your network. Provide my contact information to your tech support vendor if you want them to check with me on how I might use a VPN connection to your network.
One of my favorite methods to connect to your server is using the standard Windows Remote Desktop client. The RDP protocol is a standard part of Windows. There is no addition hardware required. The only cost to implement RDP as a remote access method is the cost to have a professional configure your server and network properly (this should be a modest cost for an hour or two of work). I have used RDP to connect back to my office while I am traveling for over 10 years. I am not aware of any security problems experienced by any of my customers who have used this method for many years. It must be done properly, but this can be a very simple, inexpensive, secure, method to have access to your network.
Three years ago I starting using my own private version of a remote access program commonly known as: Ammyy Admin. Because I modified the program and added a password requirement, I named my version XOAMY35. This program is a safe, secure, remote access program. But because of how simple it is, it is also commonly abused by scammers who talk to you over the phone and step you through downloading their simple version of this program so they can access your system and cause you harm. But there is nothing inherently dangerous about this program when used properly. (The scammers only use this to gain access to your system, then they transfer the bad stuff over, but this program does no harm.)
This program is a console application that requires no formal installation. You click on it and it runs - that simple. Other than the program sitting on your disk, there are no services installed or modifications made to your workstation. Like many remote assistance programs, when you run it, this program assigns your workstation a unique 8 digit ID number (Your ID), then communicates back to a central server on the web. When we are both running the program, you tell me your ID over the phone, and my program can also connect to the central server, find your connection, and then we both can see and share your screen. I cannot connect to your workstation unless I enter the password that I have configured in this program, thus making this a very secure program. Because this program requires a password be entered by the one connecting to you, and since this program has NO affect on your system (no services are running) when the program is not running, your system cannot be connected to by someone 'fishing' for a random connection. If you ever want to remove this program, you simply delete the file.
Because of how this simple program can be abused, many virus protection programs flag this program as a threat, and thus block and remove the program from your system. This can be addressed by your tech support making the necessary EXCEPTION in your virus protection system that will then leave this program alone and not block it. Please know to document this exception and if you change or update your virus protection, this exception should be maintained. In addition to your virus protection system, this program may also be block by your firewall. So obtain the necessary help as needed to download this program and place it in a permanent place where you know where to find it. Call me at 608-781-6734 if you have questions on placing this program and testing our connection.
If you place XOAMY35 on the network drive where the accounting software is located (in the OSASxx folder), then all users could potentially have access to it and each user could potentially share their screen with me as I work with them individually. If you want to be more limited and feel more secure, simply place XOAMY35 on one primary user's workstation. Then I must always work on this one machine with you, but it still provides a high level of support as needed.
The Chrome browser is one of the popular internet browsers - and it is free. It is a Google product and one of the features you can add for free is the Remote Desktop feature. However, it is necessary to connect your browser to your free Google account inorder to use this feature. (Normally, you could simply use the browser and not have it associated with any account.) It is easy to install. Simply do a Google search on 'Chrome Remote Desktop' and you can follow the steps.
There are dozens of other commercial remote control programs: TeamViewer, PCAnyWhere, LogMeIn, etc. These programs all come with what I consider a significant cost, especially considering the alternatives. But if you insist on using one of these methods for remote access, then if you provide me with the appropriate licensing for that software, I will consider using it. But discuss it with me first as sometimes these programs conflict with other software on my system and I would need to approve installing this software on my end.
If you wish to have advanced support of your software by me, I will need to have reliable, secure, remote access. This can be helpful for training purposes as well as my work with you in configuring custom changes to your system to help you be more productive. As you can see above, remote access is available for little to no extra cost, AND IT IS SECURE.
Are you getting the most out of your software that I support? Could I help you be more efficient? Do you have new users who would benefit from remote training by me? Would you like to do more custom reporting using Excel to pull data out of your system. Training is billable on a separate basis, but with remote access I can do, as well as show you, many things.