3am Rescues System Builders

Most problems can be resolved simply, but the process still usually involves dispatching a technician or shipping warrantied equipment back and forth. With shrinking margins, system builders can ill afford to support white-box PCs with on-site service or cross-shipping services.

LogMeIn Rescue from 3am Labs, a Web-based remote support product that requires no special software or client installs, eases these problems for system builders.

LogMeIn Rescue allows a help-desk worker to monitor and remotely control any Web-connected PC on an as-needed basis. Since no previous software install is required, the help desk often can solve a customer&'s problem in a matter of seconds.

The support process consists of a help-desk staffer running the LogMeIn Rescue console. When a help request comes in, the technician can either e-mail a support link or give the customer a PIN number. The customer then visits www.logmein123.com and inputs the PIN number, and the customer&'s system information appears on the technician&'s LogMeIn Rescue console. From there, the technician can examine the setup of the customer&'s system, look at logs, services in place and applications running, and even launch a remote-control session.

LogMeIn Rescue could prove to be one of the most important support tools for system builders and become an underpinning for a contract-based support service.

At just $99 per month per technician, the service is also quite affordable.

Solution providers will find that LogMeIn Rescue creates significant opportunities while solving a critical problem. It&'s a win-win proposition.