AT&T and Intel today announced plans to bring enhanced remote PC tech support to small and midsize businesses, offering them helpdesk capabilities more typically found in much larger enterprises.
AT&T Tech Support 360SM, a IT virtual helpdesk that provides live, permission-based remote technical service for businesses, is expected to support Intel vPro technology starting in the first half of 2010.
AT&T will be the first U.S. service provider in the telecom industry to offer remote access support services built on Intel vPro technology.
Tech Support 360 provides remote 24/7 support by U.S.-based technicians and includes setup, configuration, troubleshooting and performance optimization for PCs, laptops, Wi-Fi networks and peripheral network devices, as well as smartphone setup and configuration. Technicians troubleshoot computer hardware and software problems by remotely connecting to and accessing customer computers, diagnosing the problem and taking corrective action. Customers can get service by simply booking appointments by phone or online.
Under this collaboration, Intel Remote PC Assist Technology (Intel RPAT), a feature of Intel vPro technology announced last year, would enable small businesses experiencing PC problems to enter a keystroke sequence on a failed computer ? even if its operating system is down ? to directly connect the failed PC with technicians over the Internet via an encrypted connection. The Tech Support 360 technicians can then address the PC remotely, even when it has become inoperable due to problems such as hardware or operating system failure, or corruption by a virus or malware.
Ssmall and midsize businesses can order Tech Support 360 services by visiting tech360.att.com.