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On and Off Site Support

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Submitted By sasori
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On and Off-Site Support Strategies

On and Off-Site Support Strategies
In scenario one, Steve has recently purchased a new computer, that after three months is now freezing up and the only way to get the computer to restart is to unplug it from power. Steve is requesting that his family photos be saved from the hard drive. With this sort of problem it would not be possible to do a repair remotely or over the phone. This issues is best repaired with an on-site support call. I would say that the client would need to have the hardware tested to see what was defective and have that hardware replaced as far as retrieving his photos, this could be possible with another system and a data transfer kit that would adapt the internal hard drive to a USB hard drive. The client pictures could be retrieved and then the hard drive could be replaced or reinstalled and a possible OS reinstallation could solve the problem. If the system is useable for a period of time before it locks up, another solution may be to boot into the system and use an external hard drive or flash drive to back up the data that the client is requesting. Due to the range of what may be done to repair the system the cost of support can vary since additional parts may or may not be needed depending on how bad the current hardware is. This is also correct for the required skill needed for the repair, as I stated it could be as easy as transferring the clients info from the main PC to an external hard drive, or it could required to remove the computer’s hard drive in order to get to the clients information. Again it is very important to keep your customer informed of what may be needed and keep the expectation of the repair in line with what may be done. Hopefully it will be an easy repair and the clients’ data recoverable, I would also stress the importance of a backup solution in case a situation

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