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1.0 Notes on Methodology
1.1 Data Sources
1.2 Companies Briefed
2.0 Defining the Opportunity for Tech Support Services
2.1 Growth of Home Tech: The Good and the Bad
2.2 Headaches in the Digital Home
2.3 DIY or “Do-it-for-Me”?
2.4 A Starting Point: Sizing the Market in 2008
3.0 Digital Home Tech Support Categories
3.1 Categories of Digital Home Tech Support
3.2 Support at the Time of New Product Purchase
3.3 In-store/On-site Support
3.4 PC Performance Enhancement Tools
3.5 Home Network Installation and Configuration Software
3.6 Remote Tech Support
3.6.1 The Remote Tech Support Business
3.6.2 Services Offered by Remote Tech Vendors
3.6.3 Service Providers and Remote Tech Support
Remote Support in a Defensive Capacity
Remote Support in an Offensive Capacity
3.6.4 Enhancing the Delivery of Remote Tech Support Services
Quantifying Out-of-Band Support Opportunities
Remote Support Service Enhancements
Simplified and Persistent Connectivity
Enhanced Diagnostics/“Flight Data Recorder and Control”
Remote OS Capabilities Offer Efficiencies and New Capabilities
Enhancements to Existing Services
4.0 Forecasts
4.1 In-store and On-site Home Computer Troubleshooting
4.2 New Home Computer Set-up
4.3 Remote Home Computer and Home Networking Troubleshooting
4.4 Remote Home Computer Tune-up
4.5 On-site Home Networking Troubleshooting
4.6 On-site Home Networking Troubleshooting
4.7 Total Revenues
5.0 Conclusions and Recommendations
5.1 For Service Providers
5.2 For Retailers and Home IT Support Companies
5.3 For Digital Home Product Vendors
5.4 What to Watch: Holistic Support Services
