| The muscle of a modern small business | | | | of not having to wait for service. However, not all |
| If it's true that the backbone of any small business is | | | | issues can be resolved remotely. Physical problems |
| its employees, then I believe it's fair to say that the | | | | such as hardware failures still need to be dealt with |
| muscle of many small businesses would have to be | | | | by a "hands on" technician. |
| their computers. Plain and simple, business today is | | | | Calculating the costs |
| performed electronically. Whether it's a day-trader | | | | So which option is best for the small business owner? |
| trading stocks over the internet, a lawyer, physician | | | | Let's do some quick and simple math to find out. |
| or other professional looking up data, or a | | | | Based on average "resolution time" claims from |
| shopkeeper tracking prices and sales, computers are | | | | numerous sources, I have decided to use two hours |
| often an essential "tool of their trades". | | | | as the mean resolution time for these calculations. |
| In fact, in the majority of professions where a | | | | For onsite service, rates are charged either on a "per |
| computer is used, it is often not possible to | | | | hour" or "per incident" basis. Since we are calculating |
| effectively perform the job role without it. Sure the | | | | "per hour", I compared the rates of four leading |
| day-trader could continuously call their broker every | | | | national on-site service providers and worked out an |
| five minutes for stock quotes, but in practical terms | | | | average of $100 US/hour for onsite support. So the |
| their business is reduced to a standstill. An analogy | | | | total cost for a two hour service call ends up being |
| would be a carpenter trying to work without his | | | | $200. |
| hammer. | | | | Next we examine the cost of the drop-off service |
| However, when you consider complexity, comparing | | | | option. Prices in this category vary a little more |
| a PC to a hammer is kind of like comparing a space | | | | depending on the service provider but a comparison |
| shuttle to a bicycle. The average computer is a | | | | of two national providers and two "mom and pop" |
| marvel of complexity. In fact, when we break it | | | | local service depots resulted in an average hourly |
| down, we're not even talking about a single device. | | | | rate of $60 US per hour. Based on our two hour |
| Computer systems are made up of a collection of | | | | resolution time the labor cost for this option is $120. |
| hardware and software components, usually made | | | | Finally there is the remote support option. An |
| by different manufacturers, working together for a | | | | average comparison of four trusted national |
| common purpose. And it follows simple logic; the | | | | providers resulted in a rate of $80 per hour. For a |
| more complex the system, the more that can go | | | | two hour resolution time the total cost is $160. |
| wrong. All it often takes for a business to come | | | | But we're not done yet. Now we have to factor in |
| grinding to a halt is for one of those components to | | | | the loss of wages that has resulted from the down |
| malfunction. | | | | time. 2003 Bureau of Labor statistics suggest that |
| Computer downtime can result from numerous | | | | individuals who use computers for a living make an |
| circumstances. Viruses and spyware are waiting to | | | | average of $36.20 an hour in wages and benefits. So |
| infect your PC through the internet, email and even | | | | using that figure as the "per hour" loss due to |
| commonly used applications. Internet hacking, identity | | | | downtime for a single computer, we can calculate |
| theft and other cyber crimes are all on the rise. | | | | and compare the total cost of downtime for each of |
| Compatibility issues and missing or corrupt drivers | | | | our three timelines. |
| plague both hardware and software alike. And | | | | Option One - Onsite Service |
| problems with the installation and use of everyday | | | | Total Downtime: 8 hours |
| programs can cause no end of headaches. | | | | Lost wages: $36.20x8=$289.60 |
| While the above points can raise a number of | | | | Cost of Service: $200 |
| questions in the average small businesspersons mind | | | | Total Cost of Downtime: $489.60 per PC |
| around the costs associated with these downtimes | | | | Option Two - Drop Off Service |
| and what can be done to minimize them, straight | | | | Total Downtime: 20 hours |
| answers are often not easily found. In this article, we | | | | Lost Wages: $36.20x20=$724 |
| will attempt to analyze these questions and | | | | Cost of Service: $120 |
| determine the best approach for professionals and | | | | Total Cost of Downtime: $844 per PC |
| small businesses to take in dealing with computer | | | | Option Three - Remote Service |
| downtime. | | | | Total Downtime: 2 hours |
| Options for dealing with downtime | | | | Lost Wages: $36.20x2=$72.40 |
| Questions surrounding downtime related costs have | | | | Cost of Service: $160 |
| become such a hot topic on the Internet that an | | | | Total Cost of Downtime: $232.40 per PC |
| online calculator has been developed by NTA Monitor | | | | Well, based on total costs the hands down choice |
| Ltd. to assist individuals and companies in determining | | | | appears to be "Remote Computer Support". |
| the cost of computer downtime (You can try it out | | | | However, there are a couple additional factors that |
| at While this calculator can be quite handy, it is often | | | | should be examined a little closer before making a |
| not readily apparent what numbers to use for "total | | | | final decision. As mentioned earlier, remote support |
| downtime" or "labor costs". So lets just do some | | | | has its limitations. The primary two being, the issue |
| calculations of our own to determine the total overall | | | | cannot be fixed remotely if it is a result of a physical |
| costs that a professional or small business faces due | | | | problem with a component, and the computer being |
| to downtime and see if we can determine the best | | | | serviced must have working internet access. |
| approach to resolving downtime related incidents. | | | | To determine how the first limitation factors in, we |
| The first and hardest question to answer is "how | | | | need to determine what percentage of computer |
| long is an average downtime incident for a small | | | | problems are hardware vs. software related. Vendor |
| business?" Well, I'm afraid that there is no easy | | | | data shows that software issues are actually 40 |
| answer to this. While the average time is completely | | | | times more common than hardware issues. |
| dependant on the nature of the problem, for this | | | | Therefore, in theory, when the computer can still |
| example we can piece together a typical scenario of | | | | boot up and access the internet, around 97% of |
| events to create our timeframe. | | | | problems can be solved remotely. |
| When a typical computer issue or problem arises, | | | | The best approach |
| there are a number of avenues that a small business | | | | I now believe we have enough data to make a well |
| owner can take to see it resolved. As most small | | | | rounded decision regarding the best approach for |
| businesses can obviously not afford to pay for a full | | | | professionals and small businesses when dealing with |
| or even part-time IT staff, the "do it yourself" | | | | computer downtime. |
| method is often first employed. Resources such as | | | | Step Zero: The reason I've added a "step zero" is |
| friends, family and the internet are consulted for | | | | that an age old saying still applies to modern |
| answers and some trial and error approaches, such | | | | problems; an ounce of prevention is worth a pound |
| as using generic "fix all" programs, are tried. That | | | | of cure. Take the time to have routine computer |
| failing, a local computer service shops can be called | | | | maintenance performed on your PC. There are a |
| for on-site or drop-off support. Or as a new and | | | | number of great "self help" guides to keeping your |
| increasingly popular alternative, a remote service | | | | PC running smoothly. Or consider signing up for a |
| provider can be used. | | | | routine maintenance plan by a professional remote |
| Depending on the user's knowledge of computers, | | | | provider if you are either not comfortable with, or do |
| the "do it yourself" approach can sometimes work | | | | not have the time to maintain your own computers. |
| and considering the time spent doing research, trial | | | | But no amount of maintenance can prevent the |
| and error fixes, etc. the average issue can be | | | | inevitable, so when downtime does occure... |
| resolved in as little a an hour or two. But sadly, more | | | | Step one: If you are reasonably knowledgeable in |
| often than not, the time spent does not result in a | | | | computers and you can still access the internet, it |
| solution and it is added to the overall incident time. So | | | | can't hurt to take a few minutes to search online or |
| to make our calculations simpler, let's deduce that on | | | | with your peers for answers. If the answer is not |
| average the amount of self help time spent saves as | | | | apparent within fifteen minutes of searching, there is |
| much time as it looses and instead we will focus on | | | | a good chance the solution is not simple enough for |
| three remaining options; on-site, drop-off and remote | | | | the average computer user to solve and professional |
| support. We will base our calculations on an eight hour | | | | assistance should be considered. |
| work day. | | | | Step two: To save time and money, your next best |
| While being a more expensive option, on-site services | | | | step is to try a remote service provider. They can |
| can often result in a quicker resolution time than | | | | often resolve your issue quickly and get you back to |
| drop-off service. Usually a technician can be | | | | making money instead of spending it. Even though |
| scheduled for "same day" or "next day" service. On | | | | they cannot resolve physical problems, you will still |
| average this results in a total downtime of around | | | | come out much farther ahead on average by trying |
| eight hours. | | | | a remote technician first. |
| A small business can save some money on the hourly | | | | Step three: In the few cases where the issue ends |
| rate it is charged by choosing to drop off their PC | | | | up being hardware related, your next best choice |
| for service instead of having a technician come to | | | | would be the onsite provider. Many remote providers |
| them. While some service depots have longer waiting | | | | have local affiliates who they can recommend you to |
| lists that result in the business owner losing their PC | | | | and can provide you with diagnostic information to |
| for numerous days or even weeks, shopping around | | | | pass on to the local technician, which may reduce the |
| for service usually results in an average turn around | | | | required support time. |
| time of two to three days. Factoring in the time | | | | Addendum: Since this article was first published, I |
| spent disconnecting and reconnecting your system, | | | | have received a number of emails asking for my |
| as well as the time spent dropping it off and picking it | | | | recommendations on the best choice for computer |
| up, it's reasonable to say that the average downtime | | | | support providers in each of the areas I covered. So |
| for drop-off service is in the neighborhood of 24 | | | | as requested, here are my choices for the top |
| business hours. | | | | national providers. Please note that the following |
| Finally, there is a lesser known option for small | | | | choices are simply based on my own research and |
| businesses that has grown out of advances in | | | | experience: |
| "desktop sharing" technologies. Professional remote | | | | Recommended Remote Provider: |
| computer service and support technicians can access | | | | AdvanceServe Remote PC Services |
| computers directly through their internet connections | | | | [ |
| to resolve computer issues. | | | | 1-877-87SERVE |
| Michael Hovila, the owner of AdvanceServe Remote | | | | Recommended On-Site Provider: |
| PC Services ([ informs us that "remote computer | | | | CompUSA Technical Services |
| repair and support services are available to any | | | | 1-800-COMPUSA |
| computer that is connected to the Internet, | | | | Recommended Drop-Off Provider: |
| anywhere in North America; It can be from home or | | | | CompUSA Technical Services |
| business, a hotel suite or while telecommuting, or | | | | 1-800-COMPUSA |
| even through local wireless 'hotspots'. We can even | | | | From downtime to uptime |
| connect though your home or corporate firewall... | | | | Computers are an essential part of most modern |
| Then just sit back and watch as our remote | | | | small businesses but when problems occur, the costs |
| technician controls your mouse and keyboard to | | | | associated with them can quickly spiral out of control. |
| diagnose and fix your computer problems or to | | | | However, a quick and well thought out response to |
| demonstrate how to use or configure common | | | | computer downtime can save a small business |
| applications." | | | | hundreds or even thousands of dollars. I hope this |
| The hourly rate for remote support usually falls | | | | guide will help you to be better prepared when your |
| somewhere between that of local drop off and | | | | downtime comes because it's not a matter of if; it's |
| onsite service rates, while the downtime is reduced | | | | a matter of when. |
| to an average of two hours per incident as a result | | | | |