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Online tech support helps users help themselves

If you run a business from home--or even if you have a brick-and-mortar operation--you don't necessarily have access to many of the perks your corporate counterparts do. And while there are numerous advantages to calling your own shots, one of the biggest drawbacks is not having access to on-site technical support. Large companies have certified individuals who are just a phone call or an e-mail away from helping employees with tech issues. Why shouldn't you enjoy the same service?

There are several Websites offering professional IT support for small businesses, and their services can often help whether you work from home full-time or rent office space. Some sites provide help for free, while others charge a fee for using the service.

One such company, PCsupport.com, offers free basic services such as software upgrades, virus scans, and disk maintenance. But with the Preferred Membership, you get much more. For $149.95 a year, you get an e-mail response to your question within four hours. You also get live, immediate help through the Remote Repair Service. However, that price doesn't include what most are looking for in IT support: backup.

For storing 100MB of data on PCsupport.com's system, you'll pay an extra $99.95 annually--not bad, considering that if your system crashes, you can restore it in a matter of hours. Unlimited storage space costs an extra $100. Backup on a CD-ROM is $29.95 per CD.

If you need help only occasionally, you might want to try Expert city. com. The site can help with anything from hardware issues to gaming crises. Best of all, the experts come to you. Just type in your question, and experts in that field will respond with their bids. Based on price and the expert's experience level (which is provided on the site), you choose who you want to fix your problem.

Expertcity.com links you to the expert, and lets you communicate via its screen-sharing software, which is a free, 200K download. The software lets the expert see your screen and help you solve the problem. You can retain control simply by moving your mouse. Once the session's done, you approve payment via credit card; if you're unhappy with the service, you don't pay.

For a bit more sophistication, try ePeople, (www.epeople.com), which is similar to Expertcity.com. Ask your question, then sit back and watch as thousands of qualified service providers bid for your job. You then choose the provider based on qualifications, ratings, or price. Like Expertcity. com, each expert sets his or her own price depending on the complexity of the problem.

Dialatech.com offers members four different ways to get help: on the Web, via e-mail, a chat session, or on the phone. Dialatech.com offers support for both PC and Macs. But the price of support is steep: $29,99 for each question or $2.99 per minute per problem. You can opt for the 120-day plan, which costs $49.99 for unlimited service.

Getting a leg up on the competition, PCsupport.com has announced an agreement with DME Interactive Holdings Inc. to provide online tech support for members of Places of Color who purchase certified preowned computers. PCsupport will provide unlimited online support for the first 30 days of purchase. After that, members can purchase support at the regular rates.

Online tech support, although a relatively new service, is a fast-growing industry because consumers are finding that asking the manufacturer is often time-consuming and costly. Contacting most vendors to support their products usually involves placing atoll call, spending an inordinate amount of time on hold, and paying a hefty fee for the service. Online support lets consumers control the process--and pay only if they're satisfied with the service.

But before you sign up for tech support, read the fine print; and be sure to review not only the expert's ratings on the site, but also the expert's background information, such as resume and work history.

             dialatech.com              epeople.com

PRICE     $24.99 per question;     Prices vary depending
          $49.99 for 120 days      on the complexity of
                                       the question.
PROS        Numerous ways to        Experts compete for
               get help.                 your job.
COINS   Costly: ALmost $500 for    You'll have to decide
         a year of IT service.      who's an "expert."

             expertcity.com            pcsupport.com

PRICE     Most bids range from     Free; $149.95 a year
               $5 to $20.              for Preferred
                                        Membership.
PROS     If you're unhappy with      Online and CD-ROM
         the service, you don't           backup.
              have to pay.
COINS   Screen-sharing is risky.          Costly