A Small Business Approach To Computer Downtime by Aidan McDermott
... Then just sit back and watch as our remote technician controls your mouse and keyboard to diagnose and fix your computer problems or to demonstrate how to use or configure common applications.” The hourly rate for remote support usually falls somewhere between that of local drop off and onsite service rates, while the downtime is reduced to an average of two hours per incident as a result of not having to wait for service. However, not all issues can be resolved remotely.