Almost anyone who owns a computer has lived in fear and dread of the sights and sounds of eminent computer failure. The grinding noise of a failing hard drive. The bizarre error message that pops up just after the computer is turned on. The dreaded blue screen of death. If you use your computer just for fun, these symptoms are annoying, but not really an emergency. When your work revolves around your computer, computer issues are much more than an annoyance; a non-working computer can destroy your productivity, income and reputation. You need a plan for finding tech support options and dealing with emergency repairs quickly.
First, be prepared. Make sure you have a backup computer around, even if it’s an old one that you don’t use on a regular basis. Keep it up to date with your current files, contacts and bookmarks, or save your files to a thumb drive or NAS so that you can get to them when you need to.
When you have a problem, gather as much information as you can, including error messages, computer serial numbers, and installed programs. This will make your calls for tech support much less frustrating and more productive.
If your computer is under warranty, your options are limited – you’ll probably need to send it to an authorized repair center for a hardware problem. Many vendors don’t provide software tech support unless you’ve paid for it separately. Consider this option when making a purchase, especially if you aren't comfortable with working on software errors yourself.
Beyond the manufacturer, there are several options for tech support and repair of both hardware and software issues. You could fix it yourself if you are comfortable with software and hardware troubleshooting and repair. Consider your skill level and the value of your time: would it be more profitable to have someone else work on your computer problems while you do other work? If spending several hours working on your computer could put you behind in your normal workload, it might be better to have someone else do the repair.
Many small business people turn to friends or family members to fix their computers. Getting help from a spouse who is good with computers or a neighbor who works as a tech support technician could be helpful. However, it may not be the best option for a omputer that's used for business purposes, that must be operational as soon as possible. Expecting someone to drop everything to fix your computer immediately could cause a strain in your relationship. It isn't fair to the person, and could cause you to miss work time while you wait for them to do the repair.
A local tech support provider may be the best solution. Check listings for independent companies, as well as national tech support chains like Geeksquad or Geeks On Call. Compare prices and support options among providers. Compare the convenience of the services available: do they come to your home or do you have to bring the computer to their office? Do they offer remote support options, so that they can access your computer over the Internet? Find out who will actually work on your computer; many companies outsource work, so it's possible that an overseas technician will be accessing your computer remotely to fix it. If you aren't comfortable with this, look elsewhere.
Always check references and credentials. Make sure the technicians who will be handling your computer are experienced, preferably with A+ and other certification.
Try to develop a relationship with the provider before disaster strikes. Find out if they offer affordable maintenance and update services. It may be helpful to enter into a tech support contract that specifies a time limit for working on emergencies. Not only will you priority service when necessary, you'll also get to know your technician and become more familiar with the company.
Having a plan for a computer crash could make the difference between a crisis that brings your business to a grinding halt, and a mild inconvenience that you can work around.
