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Apple Retail's alliance with OnForce: A bad deal for consultants, consumers?
Apple Retail is changing the way that non-warranty support calls currently handled by certified Apple consultants are assigned, and that's making some members of the Apple Consultants Network (ACN) unhappy. In the past, a consultant who had gone through Apple's rigorous certification process and paid the annual ACN program fees could be interviewed by local Apple Store managers to be added to a referral list. If an Apple customer had an issue that could not be handled in-store by the Genius Bar, the store would provide him or her with a random selection of business cards from local ACN members who were on the list, and the customer could set up an appointment with the ACN. While this program worked well for many years, it apparently rubbed Apple Retail (the current organization behind the ACN program and the Apple Stores) the wrong way. They had no control over the rates charged by ACN members and also had no way -- other than by word of mouth -- to verify the quality of the work that was being performed by ACNs. That all began to change in 2009 when Apple began testing a new support structure that used an existing organization, OnForce, to distribute support calls to ACN members who wanted to sign up as part of the program.
Some thoughts on using the iPad as an IT support tool
I make part of my living as an Apple consultant, so one of the first thoughts that went through my mind on Wednesday when I first saw the iPad was "would I be able to use that to help support my clients?" After a bit of thought yesterday while waiting for files to be loaded onto a new server I was installing, I think the answer is a resounding yes. Usually when I'm visiting my clients, I lug along a computer bag filled with various tools along with my MacBook Air. The rest of the time, I'm either in my office with my iMac, or away from a Mac enjoying myself. Unfortunately, Mac issues tend to arise at the worst possible times, and so there are many situations where I only have my iPhone available for support. One of my tricks of the trade is to talk with clients while looking at their Mac screens using a remote support tool, and the iPhone screen has always been too small to be useful. When you're trying to control someone's computer through Jaadu VNC or some other remote control software, screen real estate is very helpful. I can see using the iPad for remote support in many situations where an iPhone just won't work.
Remote Mac support made even easier with Mac HelpMate 3.0
A little over a year ago, I was searching for a way to expand my reach as a Mac consultant. I had heard quite a bit from other Apple Consultants Network members about Mac HelpMate, but really didn't know much about it. After a free test drive, I ended up purchasing Mac HelpMate and its companion software for standalone Macs, Auto HelpMate. Since then, supporting users anywhere within or outside of the Denver area without having to hop into my car and drive to a client's house has become a reality. Mac HelpMate works by creating a secure, user-initiated connection between a support professional and the user through a gateway server run by the brains behind the application, Apple Certified System Administrator Dean Shavit, who invented the Mac HelpMate service three and a half years ago. The application is easy for my clients to set up, since there's a ZIRO (zero-interaction roll out) tool that I have on my company web site. One click, and my clients are sharing their screens with me, without having to install software or enter a password or code. The standalone application is used both by the support client and the support professional, and it runs on any Mac OS between 10.3 (Panther) and 10.6 (Snow Leopard). I celebrated my first year of Mac HelpMate usage by re-subscribing to the service ($600 annually with a $100 discount to members of the Apple Consultants Network) and by upgrading to the new Mac HelpMate 3.0. The new version provides full compatibility with Mac OS X 10.6 Snow Leopard, as well as a number of powerful new features.
Apple announces 2009 Advanced Professional Services Tech Camp
For developers, it's all about WWDC. For people who are members of the Apple Consultants Network or affiliated with an Apple Professional Service Provider, the Advanced Professional Services Tech Camp is the annual "don't miss" event.This year's Advanced Camp has just been announced, and it will be held November 15-20 at the Q Center in Chicago, IL. While pricing isn't available, the curriculum hasn't been finalized, and the Camp website isn't up yet, this is a perfect opportunity to clear out the week before the U.S.Thanksgiving holiday on your calendar.As with previous Camps, lodging and meals are included in the price (based on past experience, this does not mean staying in leaky tents, or eating Beanie-Weenies and S'Mores). Due to limited space and equipment, the Camp organizers at Apple will give priority to ACN members who hold ACTC or higher certifications.When more information on Advanced Camp is available, TUAW will keep you updated on how to register and provide a link to the Camp website. For now, add a reminder in iCal.
