Differences Between Remote Technical Support And On-Site Technical Support

Differences Between Remote Technical Support And On-Site Technical Support

Carrying out your work from home or office involves installing programs and maintaining equipment, which is why there are two types of technical support, on-site and remote.

Each technical support has its benefits, in this blog, we will focus on letting you know what the differences are so that you can identify which one you need at this time or in the future.

Remote Support

The main objective is to respond in a timely, efficient manner, and with high-quality knowledge, to service requests entered by users of business networks.


  1. Savings in visits from technical staff.
  2. It allows you to solve the incident from anywhere.
  3. Resolve incident reports in less time.

It consists of solving incidents through different remote control software, which allows you to assist the client and solve very common problems such as installation of programs or configurations, therefore it is dedicated to covering small and basic incidents.

This service model is born from a qualified T I Help Desk (single point of contact), where our agents take the user’s initial request. This can eventually be resolved in a first service or, depending on the service model contracted by the client, it can be escalated to different levels of technical or engineering service (the service level is determined by the platform that the client decides to support).

Through the Help Desk, the user will be able to obtain a timely solution to their requirement, with committed SLAs.

Face-To-Face Support

The main objective is to provide service through face-to-face visits (on-site service) to the client’s offices, with qualified technicians or engineers.

On-site support can be requested to prevent or correct failures.

To prevent this, the expert analyzes the devices and equipment in search of possible errors. The solution is to correct them before they cause major technical problems and delay or harm business continuity.


  1. It helps you with IT investment savings.
  2. Optimization of technological resources.
  3. Implementation of new technologies.
  4. And more time for customer service.

On-site technical support consists of solving more complex incidents at the hardware level, infrastructure management, and resource optimization, where the main emphasis is on covering a much broader panorama regarding the technology area. It consists of taking you to the next level in technology.

The corrective visits have the objective of repairing the damaged hardware, looking for the best equipment recovery option, within contracted SLAs, and that allows the client’s continuity in its operation.

Mixed Support

Although this support model is not exclusive to a teleworking context, we believe that the need to provide the support that responds to various circumstances becomes more evident in this scenario.

Therefore, to maintain the delivery of solutions efficiently, the option of the mixed package is created: if for some reason a solution cannot be found remotely, the commitment is to provide a technician on-site to give face-to-face support, and in some cases, proceed to the removal and/or replacement of the equipment to give continuity to its operations. All this is according to the agreed response times ( SLA ).

Leave a Reply

Your email address will not be published. Required fields are marked *