Support.com Demo

I talked to Scott Herring of Support.com at CES 2008 about his company’s technical support solutions for home users. Notebooks users who are experiencing technical glitches can call Support.com, and a technician will guide them through a relatively simple diagnosis and repair process.
I haven’t had a chance to use the service myself, but I do like the fact that this service saves users a trip to an in-store repair desk. Your data is the most valuable thing on your computer, and handing it over to strangers is an unnecessary risk.
Scott said the most common service call is to solve virus and spyware problems. The second most requested service is to improve overall system performance. Support.com is seeing an increasing number of calls from users who are having problems with Vista.

Support.com’s pricing seems reasonable, with a maximum charge of $99.99, even if it takes a technician several hours to solve a user’s issue. Scott says all charges are waived if a technician cannot solve a problem or he discovers the root of the problem is a hardware issue.