Remote Support for Mobile Devices

[nextechinc]

Has anyone been able to find a usable, reasonably priced solution for remotely support mobile devices, specifically iOS devices. I have a larger client with a big ego, and the owners have demanded an on-site visit more than once now, for doing things like changing an e-mail signature and connecting them to a wifi access point. I'm on the brink of dropping them if I can't find some way to support these devices remotely.


EDIT: Sorry, got trigger happy and posted in the wrong area.

 

[Instant Housecall - Corey]

Providing remote support to an iOS device is limited. It is not possible to view and control a remote iPhone or iPad the way you can a PC or Mac. Logmein Rescue and Bomgar let you push basic configs, so you might be able to do the WiFi your customer asked you for and perhaps a few other basic things. These devices are pretty restricted due to app sandboxing.

Here's an option that might work for you as an alternative: http://www.macupdate.com/app/mac/42201/apple-configurator

 

[nextechinc]

I stumbled upon "MDM", which seems to be more or less what Bomgar and LogMeIn are providing. Mileage varies depending on the provider/software you're using, but, as you said, most seem to only provide minimal modifications to a limited set of configuration parameters.

We've had several users do away with their laptops in lieu of an iPad and if this trend continues we're going to be back to the stone age when it comes to remote support. I hope Apple, and others, relax their restrictions, or dream up their own way for these devices to be serviced remotely.

 

[nextechinc]

I'm not certain, but it looks like the Apple Configurator is aimed at mass deploying multiple devices over USB.

 

[Instant Housecall - Corey]

I think you're right. This is what I was originally thinking of: http://developer.apple.com/library/...tionProfileRef/Introduction/Introduction.html

 

[callthatgirl]

I did a trial on LMIR, only had good luck with Blackberry and they are so simple, it's stupid to buy in for that device.

Didn't have much luck with Droid or iphone.

I have learned to talk clients through the settings over the phone and somehow...mysterioiusly, I can do all three devices now without problems. I have never used an iPhone or Droid either. So that might be a good way for you to help, works for me.

 

[carrcomp]

I did a trial on LMIR, only had good luck with Blackberry and they are so simple, it's stupid to buy in for that device.

Didn't have much luck with Droid or iphone.

I have learned to talk clients through the settings over the phone and somehow...mysterioiusly, I can do all three devices now without problems. I have never used an iPhone or Droid either. So that might be a good way for you to help, works for me.

Honestly, I prefer walking people through things myself.

Setup scripts for yourself if you can't remember things easily ... but this will teach your customer how to do things too.

As you do this, customers will keep coming back because of the added service

 

[nightkingdoms]

For those that can't remember all versions of all programs that someone over the phone insists on...

I bestow unto you all the gloriousness of the chasms.com. You're welcome. lol

I've used it for years because I charge for phone support (still do) when remote support wasn't a very viable alternative.

 

[nextechinc]

Chasms is great! Thanks for the tip!

The problem I'm having, is that this particular client seems to think that asking me to drive 30 minutes each way to their house to add their new iPhone 5 to their WIFI network is perfectly reasonable, and refuses to follow the simple instructions I've given both via E-mail and attempted to give over the phone. They're a well paying customer, however their expectations are a bit skewed when it comes to certain things.

 

[nightkingdoms]

I charge $2.99 a minite for those kinds of things. If they insist on me coming out, they make an appointment and pay the full rate. They want it right now I charge my emergency callout rate which is $300/hr. lol

I have no problem doing it, but they have to fit it into my schedule or pay dearly for me having to reschedule around them.

 

[seedubya]

I charge $2.99 a minite for those kinds of things. If they insist on me coming out, they make an appointment and pay the full rate. They want it right now I charge my emergency callout rate which is $300/hr. lol

I have no problem doing it, but they have to fit it into my schedule or pay dearly for me having to reschedule around them.

This is the approach to take. We do the same.