Remote, onsite or hybrid support: choosing the right model
KINNEX Team4 min read
How support is delivered changes both cost and speed. There are three common models.
Remote support
Most software, account and configuration issues can be solved without travelling. Remote support is faster and cheaper, and it works well for cloud services, user accounts, patching and monitoring.
It cannot replace hands on equipment: swapping a failed drive, re-terminating a cable, aligning a camera.
Onsite support
An engineer or a resident technician is on the premises on a schedule or full time. This suits large campuses, hospitals, manufacturing plants and any site where physical faults are frequent or downtime is expensive.
Hybrid
Remote first, with scheduled preventive visits and onsite attendance when a fault needs it. For most offices and multi-site businesses, this gives the best balance.
How to choose
- How costly is an hour of downtime?
- How often do faults need physical access?
- How many sites, and how far apart?
- Are there regulated or sensitive areas that need an escorted engineer?
Whatever the model, write it down: the hours, the response targets, which visits are included and what an extra visit costs. Support models work best when they are tailored to the site, not picked from a menu.