Strategies for a bandwidth impaired home shop

[SilverLeaf]

I'm planning on remote and on-site service from my rural home/shop until I can find/afford a shop or office in town. Even though the local telco has received a federal grant to expand broadband in my area, progress is slow (non-existent). Currently, the best I can do is a 1mbps / 200kbps wimax connection without any data cap. I also have available (for a backup connection) a 3G data connection through Sprint (somewhat faster, but with a small 4gb/month data cap and not real reliable)
I'm not sure if anyone else has dealt with this issue, but I'm looking for strategies to maximize my productivity given my limited bandwidth. I'm looking at WSUS offline update to help with repairs I bring back home. Also, I will be keeping copies of my service tools in the cloud (looking at SpiderOak) to minimize the need to xfer files from my home during a remote connection. This should help, assuming my customers connection is faster than mine.
I'm looking for recommendations for a remote connection app that is bandwidth-friendly as well. I've been looking at some of the vnc based ones (uvnc single click). Can anyone provide some real-world feedback or make any other suggestions on how to make the best of my bandwidth impairment?

 

[PCX]

Avoid Remote Repairs

There will be a lot of techs who will not agree with this but I honestly think that remote repairs for the most part is stupid. Here is why:

While there is a place for remote support, I do not think it should be an end all solution or one that primarily replaces the shop or even onsite repairs. The problem with remote repairs and onsite repairs is that you cannot run a full diagnostics (which can easily take a full day or more) which means you could be troubleshooting software issues caused by failing hardware and not even know it. This wastes so much time (hours) and leaves the customer unsatisfied. Even if they are happy for the moment, what happens when a piece of hardware fails that you could have tested and prevented in the first place? Not only are not looking out for your customer, but many will point the finger at you.

Finally, on the note of bandwidth in general. Slipstream all your installation disks with all the latest updates, services packs, and drivers as well as any programs you regularly install. This will save a lot of download time as well as installation time. I have Vista completely installed on most systems with all its latest updates, drivers and apps in about 1.5 hours.

 

[Painless]

My bandwidth is not much better - 1.5 on a good day with a following wind. Patience is the answer for any workshop jobs. WSUS is a good start, think ahead for what bits of software you need in your toolbag and download them during quiet times.

When it comes to remote support choose your time carefully. Internet speed always goes down when the kids come home from school. I tend to suggest mornings because that is the best time for reasonable speeds in the UK.

Like any other appointment position your preferred time tactfully with the customer.

Good luck.

Sent from my HTC Desire using Tapatalk

 

[SilverLeaf]

Finally, on the note of bandwidth in general. Slipstream all your installation disks with all the latest updates, services packs, and drivers as well as any programs you regularly install. This will save a lot of download time as well as installation time. I have Vista completely installed on most systems with all its latest updates, drivers and apps in about 1.5 hours.

I appreciate your input on the bandwidth issue.

There will be a lot of techs who will not agree with this but I honestly think that remote repairs for the most part is stupid. Here is why:

However, while I respect your right to this opinion, this is not the direction I was intending this discussion to go.

 

[PCX]

While it may not be the direction you were hoping to go, it is still an answer to your problem. If you avoid bad practices like remote support and repairs (except when absolutely necessary) you will have less to worry about when it comes to bandwidth.

 

[callthatgirl]

I have been on slow internet connections and slow computers, never seen a problem with Logmeinrescue, once you are logged in. The file transfer may be slower though, but you can always log into Dropbox on the user's machine and just download them locally. We keep all of our cleaning and virus tools in dropbox folders.

 

[Martyn]

Probably not but you need to plan with WSUS etc. There are times though when you will really hanker after a fast connection. I now have a 37mbit download connection so the odd dvd I need to download from Technet isn't a problem.

 

[Cornerstone Technologies]

When I first started my new venture here in PA, I lived in a rural area, and doing certain things became fairly time consuming because of a lack of reliable high speed Internet access. I partnered up with a local flower shop to provide them essentially unlimited support for the privilege of using an 8 foot section of workbench in the basement. It also provided a place where clients could drop things off even if I was on a service call, something I currently am struggling with in my shop.

Think outside the box.

 

[Tekko]

Are they any other lines your could get and then just load balance the two?

 

[Cornerstone Technologies]

Are they any other lines your could get and then just load balance the two?

I see what you are suggesting, but a lot of times getting broadband in rural areas is expensive to start. When I was facing the same problem, I had satellite internet, and it was pricey, in the area of $80 a month. Even my mobile hotspot is $50 a month. While possible, it is not cost effective.

 

[Tekko]

I see what you are suggesting, but a lot of times getting broadband in rural areas is expensive to start. When I was facing the same problem, I had satellite internet, and it was pricey, in the area of $80 a month. Even my mobile hotspot is $50 a month. While possible, it is not cost effective.

Yea I understand, at a previous company I worked for most of our small clients were in broadband challenged areas.

Lets say another line is another $100 a month, as a business expense, it shouldn't be out of reach, if it is, margins probably aren't high enough to justify sustaining the remote support model.

I don't mean condescending at all, but these are things to think about. If you are just starting out, maybe find five people and sell them two hours a month pre-paid at $40. That's a bargain!
40*5= $200

Should be enough to subsidize his expenses and continue offering remote support, so he can grow without losing money.

 

[Painless]

I now have a 37mbit download connection so the odd dvd I need to download from Technet isn't a problem.

That just makes me sad.

Even in the couple of towns I service the usual speed never exceeds 5mbs. One of these days we might be connected by fibreoptic.


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[Martyn]

That just makes me sad.

Even in the couple of towns I service the usual speed never exceeds 5mbs. One of these days we might be connected by fibreoptic.


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Ha ha sorry about that. Another reason I pick most of my computers up. Most calls are only 10 minutes away and the villages in the main have very slow connections. One care home I look after have only about 380kbits download and they are 5 minutes from my house.

 

[Cornerstone Technologies]

Yea I understand, at a previous company I worked for most of our small clients were in broadband challenged areas.

Lets say another line is another $100 a month, as a business expense, it shouldn't be out of reach, if it is, margins probably aren't high enough to justify sustaining the remote support model.

I don't mean condescending at all, but these are things to think about. If you are just starting out, maybe find five people and sell them two hours a month pre-paid at $40. That's a bargain!
40*5= $200

Should be enough to subsidize his expenses and continue offering remote support, so he can grow without losing money.

I don't think you are being condescending. But one of the pitfalls of running a business is thinking of things in terms of 'its just $100'. I have salesmen come in trying to shill their products, and they always say, well its just $100 for their crap. Unfortunately, my internet service is just $100 a month, and my electricity is just $150 a month, and the items I am obligated for like car payments, mortgage, and insurance add up pretty quickly. And knowing how much harder in some regards running a business is from home, its important to keep spending in check. Especially when starting out.

 

[SilverLeaf]

I now have a 37mbit download connection so the odd dvd I need to download from Technet isn't a problem.

Oh my! I'd be thrilled to get just 10% of that kind of bandwidth!

So the prevailing consensus is that 1mb/200k is much less than desirable, but basically functional for remote service and/or a home-based shop? As long as I take steps (WSUS offline, Dropbox, slipstreamed install media, etc..) to compensate.

I partnered up with a local flower shop to provide them essentially unlimited support for the privilege of using an 8 foot section of workbench in the basement. It also provided a place where clients could drop things off even if I was on a service call, something I currently am struggling with in my shop.

I have been looking into similar arrangements, but so far nothing has panned out. Actually, I thought I had found a nice little storefront at very reasonable terms, but it didn't work out either (severe mold infestation). I intend to keep looking, but in the meantime, I need to get things moving and start building a client base and generating some revenue.

 

[tankman1989]

If the customer has a fast connection it shouldn't matter how fast your connection is. 150KBps is plenty fast enough for a 16bit 256 color 800x600 connection window, maybe even 4x that resolution. Here is what I would suggest.

Buy an internet hosting plan (I like Linux based because of tools like wget and such) and register a domain (you can use your own business domain if you wish) create a "tools" directory and use that as your cloud storage. You can download everything you need directly to the web server (usually a FAST connection) and then access this tools directory from your customers PC. You can also use your customers connection to directly download whatever is needed from vendors websites. If you do this you are only limited by the customers bandwidth speeds and your pre-planning.

 

[Tekko]

If the customer has a fast connection it shouldn't matter how fast your connection is. 150KBps is plenty fast enough for a 16bit 256 color 800x600 connection window, maybe even 4x that resolution. Here is what I would suggest.

Buy an internet hosting plan (I like Linux based because of tools like wget and such) and register a domain (you can use your own business domain if you wish) create a "tools" directory and use that as your cloud storage. You can download everything you need directly to the web server (usually a FAST connection) and then access this tools directory from your customers PC. You can also use your customers connection to directly download whatever is needed from vendors websites. If you do this you are only limited by the customers bandwidth speeds and your pre-planning.

Awesome suggestion, I like it.

 

[ComputerRepairTech]

The problem with remote repairs and onsite repairs is that you cannot run a full diagnostics (which can easily take a full day or more) which means you could be troubleshooting software issues caused by failing hardware and not even know it. This wastes so much time (hours) and leaves the customer unsatisfied. Even if they are happy for the moment, what happens when a piece of hardware fails that you could have tested and prevented in the first place? Not only are not looking out for your customer, but many will point the finger at you.

You can diagnose quite a bit remotely...now can I pin point whats causing the issue more reliably when i'm there? sure. Its kind of rare for me to be sure its a software issue and later turn out to be a hardware issue. As far as wasting time..I suppose it could in some less common scenarios but my clients don't usually sit at the comp and watch me they go do other things. What piece of hardware failing are you referring to that I can't test in some way remotely.

 

[Cornerstone Technologies]

If the customer has a fast connection it shouldn't matter how fast your connection is. 150KBps is plenty fast enough for a 16bit 256 color 800x600 connection window, maybe even 4x that resolution. Here is what I would suggest.

Buy an internet hosting plan (I like Linux based because of tools like wget and such) and register a domain (you can use your own business domain if you wish) create a "tools" directory and use that as your cloud storage.

While this is a solution, many hosting providers like Host Gator, Blue Host, Go Daddy, 1&1 clearly stipulate that you cannot use their service for this purpose. It is generally against their policies. I know this because 1&1 suspended my account for this reason, and have since researched this when I looked into other hosts. Plus, uploading even a few MBs on a slow connection often becomes problematic and a time sink.

I think the Dropbox solution is probably the best, if kept under 2GB total, unless you get the freebies up to 8GB. Plus its would be available under most any platform via the web.

 

[gikstar]

I have been looking into similar arrangements, but so far nothing has panned out. Actually, I thought I had found a nice little storefront at very reasonable terms, but it didn't work out either (severe mold infestation). I intend to keep looking, but in the meantime, I need to get things moving and start building a client base and generating some revenue.

Hopefully the store location you find will have FIOS.
#1 priority should be availability to high speed internet and the next - location. I worked for a decent size tech company that moved and didn't take #1 into consideration, and they bought their portion of the commercial building.
Consider #1, #2 and then #3 - sharing a location with a non-competing business as has been mentioned with regards to the flower shop. When you have a shop to yourself and expect walkin traffic, expect to have to keep it manned. If you share the space you won't have to pay for someone to be there all of the time and maybe you can trade 'repairs/service' to them for the help while you are out of the office.

We are not interested in a 'walkin' shop, the people who drop by in a strip mall are often time wasters, some come in and leave with goods in their pockets that haven't been paid for. You may not always be able to keep an eye on the person who walk through the door - every second.

We had been living in and working out of an apartment with Cable for quite a period of time and have since moved to a house where our requirement was that it have FIOS available and both a living room and family room. The living room houses our workbenches and the front 'office' is our office. Now we have Cable Internet and Fios Internet w/Phone, we have no TV plan. We have both in case one system goes down, but we also use the Cable system for our techbench PC's to keep any stray viruses our of our main business system. We also have a home-built server in a rack in the garage utilizing the server motherboard and Xeon X5650 I got as door prizes at an Intel Conference. This we can access remotely and stores many of the programs and ISO's that we need.