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Fast Help: The right choice of technician support can prevent damages with the stop of the computers.

Choosing a trustworthy lender of services in the technician support area of computer science requires time, research and attention. Imperfections in the computer or software, as well the irregular attendance, not long stated periods and parts changed without necessity can result in unproductive days and interrupted works. Bringing it to day-by-day, wrong support means loss of invoicing.

Marcelo Martins, technician support coordinator of Conectiva, specialized company in Linux, is emphatical when alerting on the dangers: "It's an area that has a lot of adventurers", he says. According to him, the main problem of this is putting in practice the theory that the most of them believe they dominate. "The result isn't satisfactory the most of times", he reinforces.

Right Demand

According to IBGE, 31.890 companies give services of computer science in the country. It doesn't lack clients. Only in the first semester of this year 803 thousand of PC's and notebooks were sold in Brazil, users of technician support services were in great amount. It's a lot of responsibility of these professionals, because a lot of companies prefer to outsource this service than having its own employee to do this.

To prevent its operations are interrupted, at each R$100,00 invested in technology, the small companies put aside R$ 19,00 for technician support, according to estimates from IDC Brazil. The target is getting rid of problems due to software installation, lock of operational system and paralyzation of printer. Egnaldo Paulino, computer science consultant of SEBRAE-SP, remembers that the hardware is considered the main reason to call the technician support, but it isn't the great villain. "An accurate study proves that the softwares are the responsible for the most of the problems", says the consultant.

Jesimiel de Oliveira Seluque, owner of Seluque Equipamentos, industrial automation company, had lived difficult situations until confirm what the statistics had already demonstrated. It was necessary three years and the hiring of three companies of technician support to realize that the main problem wasn't the hardware, but the software.
Along this time, the server let the eight computers net slow, the system stopped at least twice a day and, at each three months, they had a general stop. "We couldn't emit an invoice. We had a lot of problems", remembers the entrepreneur that used to spend R$800.00 and R$1,000.00 at each calling.
It was an employee of Seluque, who had some knowledge of computer science, that had some idea of what to do. After confirming the updates of hardwares and softwares were correct, he decided to investigate the origin of the programs. He has found out that the license numbers and the invoice numbers of the installed softwares weren't the same. And to get it worse, the original installation CD's had disappeared. The result was a direct damage of R$175 thousand to organize all the net, getting rid of the pirated programs and replace the Windows platform to Linux.
"Insisting on remain with Windows means spend more than R$15 thousand to acquire new licenses and coexist with the old 'ghosts'", Seluque affirms. More relieved, the entrepreneur reveals that he only spent R$1,5 thousand at the Linux installation and hasn't had problems until now.
Like Seluque, some entrepreneurs waste time and money in search of a competent technician support. There isn't a prescription to identify these professionals, but common sense and references of done services help to minimize the risks, admit the specialists. They recommend, however, that the price isn't the main factor of the choice at any moment. "It doesn't help to demand a five-star attendance and fondness to pay the half of the price", warns Alberto Albertin, professor of Fundação Getúlio Vargas from São Paulo (verify the chart Make a Good Choice).
The companies that do this kind of service generally charge about R$500 a month. The package includes four hours of attendance in domicile, besides free technician support by phone or electronic mail. The overtime, at commercial period, isn't less than R$90. The doubtful attendance cost from R$ 200, varying according to the type and the degree of difficulty of the problem.

More Attendance

Having an attendance next to the ideal demands a detailed inquiry by who contracts. According to Albertin, a good start is to verify if the professionals are certified by some institute or manufacturer of credibility and if they pass for constant processes of recycling in the area. "It shows if the service lender has criteria in the election and training of its employees. And still, if there's a real concern in following the newness technological ", alert the consultant.

Another necessary thing to is to enter in contact with the customers. "But the ideal is to discard indicated for the proper company", alert the professor. Try to know the wallet of the lender of services and make your own election. Having a systematic vision of the problems can reduce by half the call number and, as consequence, also have more time to choose the service lender well. Albertin warns, however, that many of the calls could be prevented if the companies trained its users with more efficiency. According to a research of Microsoft, the main complaints are related to the most suitable way to use a spreadsheet of calculation and how to share files. "They are simple things, but they still lead the list of reasons for new calls", the consultant concludes.

Make a good choice

Cautions when looking for a technician support company.

Attention at the references: Listen to the opinion of technicians, consultants and manufacturers of equipment.; Check if the company is white of claims at PROCON cadastre.
Check the prices: Require budgets of two companies at least.; The prices charged for the solution of the same problems generally vary.
Everything written: Check if the budget presents data of the service lender, date of the beginning of the repairing, stated period of delivery, price, mode of payment and the detailed description of the work.
All the papers updated: Keep the documentation of your equipment organized, handbook and bills of sale.; In the case of the computer, write down the name of the manufacturer, the model, the processor and the memory, besides the installed software. It helps at the moment of the consultation.
It blocked: Write down what you were doing and what program you were using. Don't forget to copy the error messages and detail the services at the administrative order.
Intent inspector: Follow the concert with attention and write down the name of the technician. In case of delay call the responsible for the company.

Even though the problem isn't solved go to PROCON.

Source: PEGN - PEQUENAS EMPRESAS GRANDES NEGÓCIOS - ANO XIV - OCTOBER, 2002
www.globo.com/pegn