3am Rescues System Builders

Building and selling white-box systems can become a support nightmare for system builders, especially with today’s complex software.

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.

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