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What Is Remote Service Software?

Equipment manufacturers use remote service software to monitor their products wherever they may be in the world.
Remote service software has long been used to monitor corporate servers.
Article Details
  • Written By: M. McGee
  • Edited By: Jenn Walker
  • Last Modified Date: 26 September 2014
  • Copyright Protected:
    2003-2014
    Conjecture Corporation
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Equipment manufacturers use remote service software to monitor their products wherever they may be in the world. The products are usually connected to the internet, a phone line or satellite connection. This connection allows the original manufacturers of the product to look into oddities in performance or perform preventative maintenance. Originally, remote service software was used for very important machinery, such as the equipment in hospitals or corporate servers, but the technology is becoming more common. Most modern computer operating systems have built in remote assistance or the option of purchasing a third-party package for it.

Corporate remote service software has several features that are common among most packages. For instance, time and activities spent on the system may be logged and available to the owners of the equipment. This feature can help prevent any number of wrongdoings when the system in question hosts sensitive or valuable information. It also can assist with detailed and accurate billing. Ideally, the connection between the equipment and the people working on it needs to be secure. This feature prevents outside sources from intercepting the signal and accessing areas that they shouldn't. With the corporate packages, the creators of the equipment normally need to have full and complete access to it at all times. This access is used to monitor potential problems before they come up and to create and install service updates and patches in a timely fashion.

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The biggest advantage of remote service software may be cost. Even with all of the additional connections and billing contracts, remote service software is almost always less expensive than conventional service contracts. This cost savings is often achieved through a number of small features that become very significant over the life of the equipment. By frequently patching problems, deploying software upgrades and running diagnostics, the uptime of the equipment can be increased, which can reduce the number of machines necessary to do a job. Since the equipment is consistently update and detailed usage and diagnostic logs are available, on-site service calls are rare. When a technician does need to look at the equipment, the on-site time is usually less than with traditional equipment due to the wealth of information available ahead of his visit. Remote technicians also can mean fewer technicians on hand to deal with emergency problems, which can cut personnel costs.

Modern home computers are likely to have remote service software available as well. In many ways these software packages work like the corporate ones in terms of connection and security. The most common difference between corporate and personal remote service software is in access. On a home computer there typically are safeguards to prevent people from directly accessing your information without your approval. Outside of that, the process is basically the same. Remote technicians can run diagnostic programs, look over file folders and troubleshoot problems for a remote location. These service plans are typically a pay-as-you-go plan, but may also be included with the purchase price of a new computer.

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