In News: iYogi Re-Defines Technical Support – BizTech2.com

Remote managed services are gaining a lot of attraction these days. Companies are looking to outsource the maintenance and monitoring of their IT infrastructure to a third party to improve efficiency and save costs. BizTech2.com caught up with Uday Challu, founding partner and CEO, iYogi, to see what the company has to offer in this space.

As far as Enterprise and SME customers are concerned, which verticals are you focusing on?

Our focus will mostly be on small companies with around five to 100 users and also firms that have multiple small branch offices like travel agencies, retail stores etc.

What kind of support services do you provide to your customers? What is the Green PC service?

iYogi provides the next generation of remote computer support services for consumers and businesses. For consumers, our live 24/7 support extends to technologies we use everyday, including hardware, software applications, devices, peripherals and networking equipment. iYogi also offers a full range of business IT solutions including managed monitoring, managed services, set-up and installation services, and incident-based services.

Green PC Service

With the current state of the global climate and increasing dependency on the computer, iYogi helps PC users reduce their carbon footprint and save money at the same time. iYogi’s Green PC service is the first in the independent computer support industry to offer customers a way to save money, conserve energy and protect the environment by optimising their PC’s efficiency. Consumers and businesses can save up to $200 per year, per desktop, in energy costs with iYogi’s Green PC application. This green application makes the computer environmentally friendly by reducing power consumption by almost 50 percent.

Our Green PC dashboard helps customise power settings and calculate power savings in kWh (kilowatt hour). The Green PC dashboard also gives a status on the reduction of CO2 and how responsible usage will benefit the environment by saving trees. A customised service that increases the energy efficiency of computers, undertakes the below-mentioned three primary initiatives:

- Computer assessment, analysing settings and PC energy use
- Customised efficiency planning geared specifically to the individual’s usage patterns
- Implementing setting changes to maximise the computer’s energy use

What are the technologies that allow you to offer 24/7 support and ensure there is no downtime at the client site?

We have invested significantly in developing a comprehensive monitoring and management tools stack. This enables us to manage and monitor all devices in the office network as well as for branch offices and mobile users. Our tools continuously monitor the customer’s network and notify our NOC (Network Operations Centre) in case of problems. Based on the set of events, tickets are automatically generated and escalated to corresponding teams. Over and above our proactive approach, the customer always has an option to call our 24X7 support line for issues that are not identified via the monitoring tools.

Please throw some light on your proprietary iMantra technology.

iMantra is a CRM system, which is tailor-made to suit the emerging business needs at iYogi. It allows for the formation of individualised customer relationships with the aim of providing personalised services to each subscriber. This tool is built on the latest java technology with a layered architecture that makes it scalable and secure. This architecture provides a seamless workflow and independent channels for various business needs: sales, support, quality and customer service. The entire system can be exposed in the form of secure APIs and Web services, which makes it a re-usable entity.

Your business model is similar to BPOs in India providing technical support to offshore customers. What unique values do you bring to this ecosystem that would help a potential client choose you over a competitor?

iYogi’s business model is different from traditional BPOs. Some key factors that differentiate iYogi include:

- Direct-to-consumer and -small business: iYogi delivers technical support services directly to consumers and small businesses and is a global technical support brand based out of India. Unlike traditional BPOs in India, iYogi does not provide any private label support and/ or work on behalf of large OEMs or software publishers.

- Optimised Processes: iYogi has developed proprietary processes for consistently delivering on a resolution rate of 87 percent, which is among the highest published benchmarks in the support industry, where averages hover in the range of 50 percent.

- Comprehensive technology platform: iYogi’s global delivery platform, iMantra, gets smarter with every customer interaction. It documents every problem, the solution and relevant hardware and software aspects, while capturing each customer’s demographic information and creating a behavioural profile. All of this information is at the fingertips of iYogi’s Global Tech Experts. This set-up combines a knowledge base with a comprehensive set of tools and technology expertise. iYogi offers a range of tools that complement its remote support services for helping customers maintain technology at peak performance levels. iYogi’s products include iYogi Smart PC Scan, iYogi Support Dock, iYogi Green PC and iYogi PC Optimisation.

How do you plan to move up the value chain in the times to come?

The growing use and penetration of the Internet and new Web-based applications has consequently opened the door to threats and vulnerabilities, which affect the system performance and ultimately lead to degrading performance. If the threats are diagnosed early on, the impact on efficiency can be minimised considerably. Currently, a user only realizes that he needs technical support once the damage has occurred and reactive methods of support are used to recover from the loss.

At iYogi, we are developing our capabilities to not only provide support when demanded, but to also monitor, pre-empt and fix threats before they can cause any damage to the computer. This will be possible only by combining technology with processes that are capable of re-defining the way technical support is delivered today.

What is your India strategy?

Technically, we are capable of servicing any geography including India. At this stage, we are looking for the right kind of partners to find access to potential customers and provide them a consolidated, 360-degree solution and services for issues relating to hardware, software, network etc. We aim to launch our India services in the coming six to eight months. Our services will offer clients a one-stop solution for all their business needs.

"Windows 7" to affect the PC market is insignificant - say Microsoft executives

Microsoft's Windows division's top executive in the U.S. on June 8, "Windows 7" and am very excited about, but the release of the OS that will lead to a surge in PC sales has not said .

"In general, Windows has the market when released, it is a minor effect, witnessed by the history that" a Microsoft senior vice president Bill Veghte said, "UBS Global Technology and Services Conference "in the" fireside chat ". "Although you see some impact, it is negligible" (Veghte's)

Veghte said last week, Microsoft is on October 22 announced that Windows 7 will ship. The company is in a few weeks, "Windows Vista" with a new buyer for the PC, Windows 7 also launched a program to provide free or cheap upgrade. Leaked memo from Best Buy, said the program would be scheduled to start late.

Veghte said the market for many companies is "Windows 7 zealot" but that, in order to determine when to upgrade your computer company to become the biggest decisions of their enthusiasm.

"Enthusiasm, it might have been masked by the macro economic environment," said Veghte, Microsoft said in a speech webcast on the Investor Relations website. "The macro environment is restored, people will be forced to買WAZARU a new PC. In the current environment, people often use the PC is not decreased at all" (Veghte's)

Mr. Veghte, Windows 7 by, Microsoft Windows is the average selling price (ASP) will increase if the questions were tough. Windows in ASP, low-cost notebook PC with an expansion of the popular online book is a big hit.

"The answer to that question is very difficult," Veghte said. "In the current economic environment, (for Windows XP, Windows Vista and around the time that has just been released) will be a similar situation I think it is very difficult. If the economy, it is very interesting questions will "(Veghte's)

In addition, Veghte said Microsoft also asked about recent efforts to cut costs, this approach has enrolled his 19-year period in which Microsoft has ever experienced even once, he said. Veghte said that if what you really need all the spending that is under consideration.

"Everything has been examined in detail," Veghte said. "I am, you change the corporate culture, are forced to pay the price really hard. I am, which Microsoft believes that it is wonderful for its corporate culture" (Veghte's)

Microsoft Windows Vista for the user on whether to prepare an inexpensive upgrade, Veghte said there was no clear answer. However, Veghte said, Microsoft is, at prices from a "very smooth" and hopes to provide an upgrade path.

Microsoft denies it profits from Vista-to-XP downgrades

Microsoft Corp. has denied that it makes money when users "downgrade" Windows Vista to the older XP, as a lawsuit filed last week alleges.

The lawsuit, submitted to a Seattle federal court last Wednesday, stems from the $59.25 fee that a California woman was charged in mid-2008 when she bought a Lenovo laptop and downgraded from Vista to XP.

"Microsoft does not charge or receive any additional royalty if a customer exercises those [downgrade] rights," said Microsoft spokesman David Bowermaster in an e-mail late last week. "Some customers may choose or need to obtain media or installation services from third parties to install the downgrade version."

In fact, it's computer makers, not Microsoft per se, that charge users the additional fees for downgrading a new PC from Vista to XP at the factory. For example, Dell Inc. adds an extra $20 to the price to downgrade a PC.

However, Microsoft may profit from the way it structures downgrade rights. Only buyers of PCs with preinstalled editions of Vista Business and Vista Ultimate can downgrade, and then only to Windows XP Professional. All three editions are higher-priced versions of their respective lines, a fact that the lawsuit mentioned in passing.

"Customers have been forced to purchase the most expensive version of [Windows XP] in order to 'downgrade' from the Windows Vista operating system," the complaint read.

That was the cause of some confusion last year, when Dell was accused of gouging customers by charging $150 to downgrade a new computer to XP. Dell countered that although it did charge $20 to install XP on the machine, as well as to cover the cost of the additional media, the bulk -- $120 of the $150 -- was the price of upgrading the PC from the standard Home Premium to the more expensive Business edition.

Microsoft does not offer downgrade rights with its Vista Home Premium, the most popular of Vista's editions.

"Microsoft mandates that customers who want to downgrade to XP must purchase the license to Vista Business or Vista Ultimate," said Dell spokesman David Frink last December. "[That's] typically about a $130 premium, though some retail outlets charge more."

"Downgrade" describes the Windows licensing rights that Microsoft gives users, who are allowed under some circumstances to replace newer versions of Windows with an older edition without having to pay for another license. The practice became popular last year when users, unhappy with Vista's performance on the new PCs they bought, instead sought ways to run the leaner XP.

The lawsuit, filed by Los Angeles resident Emma Alvarado, charged Microsoft with multiple violations of Washington state's unfair-business practices and consumer protection laws through its policy of barring computer makers from continuing to offer XP on new PCs after Vista's early-2007 launch. She claimed Microsoft's practice resulted in customers paying more for XP than they otherwise would. "They have been forced to pay substantially more to acquire the Windows XP operating system than they would have to pay in a competitive marketplace," the suit said.

Alvarado also named 100 "John Doe" co-defendants. "[They] are the persons, firms and corporations who have participated with Microsoft in the wrongdoings complained of and performed acts and made statements in furtherance thereof," the lawsuit read. "The Doe defendants acts as co-conspirators and aided and abetted, or participated with, Microsoft in the commission of wrongful acts."

Bowermaster claimed that Microsoft had no downgrade program as such. "Microsoft does not have a downgrade program. It does offer downgrade rights as part of some Windows Vista licenses, including Windows Vista Business purchased through the OEM channel." That, however, belies the fact that Microsoft has regularly offered downgrade rights to users. When it released Windows XP in 2001, it allowed people who had XP licenses to downgrade to Windows 2000, Windows NT 4.0 or Windows 98, according to Gartner Inc. analyst Michael Silver.

FIX: "Access to the Registry Key Denied" Error Message When You Register .NET Assembly for COM Interop

When you try to register a .NET assembly for COM Interop, you receive the following error message:

"COM Interop registration failed. Access to the registry key denied"


This error can occur under the following circumstances:

- You build an assembly that registers itself for COM Interop. -or-

- You use the Assembly Registration utility (Regasm.exe) to register the assembly for COM Interop.

The error may occur even if the person who performs the operation is an Administrator on the system.

This problem occurs because the current user does not have the correct permissions for the following key in the Windows registry:
HKEY_CLASSES_ROOT\Component Categories\{62C8FE65-4EBB-45e7-B440-6E39B2CDBF29}

To resolve this problem, follow these steps:

Therefore, make sure that you follow these steps carefully. For added protection, back up the registry before you modify it. Then, you can restore the registry if a problem occurs.

1. Log on to the computer with an account that is a member of the Administrators group on the local computer.
2. Click Start, click Run, and then type regedt32 to start Registry Editor.
3. Locate and then click the following subkey:
HKEY_CLASSES_ROOT\Component Categories\{62C8FE65-4EBB-45e7-B440-6E39B2CDBF29}
4. If your computer is running Windows NT 4.0 or Windows 2000, click Permissions on the Security menu.

If your computer is running Windows XP, right-click the key, and then click Permissions.
5. Click Advanced.
6. Click to select the Inherit Permission from Parent Object check box, and then click Apply.
7. Verify that all of the users or the groups who will be registering or using .NET assemblies through COM Interop have the following advanced permissions:

- Query Value
- Enumerate Subkeys
- Notify
- Read Control

To verify the permissions, double-click the user or the group. If any of the users or the groups do not have any of these permissions, click to select the Allow check box for the missing permissions.

To add additional users or groups to the list, click Add in the Advanced Settings dialog box. Typically, as long as the Users, the Power Users, and the Administrators in the group are present with the correct permissions, everything works correctly.
8. Close Registry Editor.
9. Register the .NET assembly for COM Interop by using Microsoft Visual Studio .NET or the Regasm.exe utility.

iYogi Acquires Clean Machine Inc.

Larry Gordon, Founder of Clean Machine appointed as President Global Channel Sales at iYogi

New York, NY, May 11th, 2009 : iYogi, a global direct to consumer and small business remote technical support provider, today announced it’s acquisition of Clean Machine Inc, a provider of remotely administered PC security and performance management services. Clean Machine will operate as a separate brand under the iYogi services umbrella along with the recently lunched Support Dock (www.supportdock.com) and its comprehensive range of 24/7 technical support services for computers, printers, MP3 players, digital camera, routers, servers and more than 100 software applications. Larry Gordon, Founder of Clean Machine is appointed as the President of Global Channel Sales for iYogi.

iYogi will integrate technology and innovation that Clean Machine Inc. has developed for delivering an enhanced service experience by proactively managing the health and security for PC's and Apple Computers. This acquisition also broadens iYogi's access to key markets through Clean Machine's existing partnerships. Larry Gordon's past experience and successful track record will accelerate iYogi's expansion through his focus on global alliances.
Commenting on the acquisition of Clean Machine Inc., Uday Challu, CEO & Co-founder of iYogi, said,

"This acquisition will help iYogi to enhance our customer experience and extend our market reach to the millions of consumers that are challenged by the increasingly complex technology environment. Clean Machine's proactive maintenance and management of PCs in home and small business environment will be our launch platform for building the next generation of managed services for consumers."

"We are delighted to have Larry spearheading partnerships and global alliances for iYogi. His incredible experience in marketing, sales and building global alliances will help forge partnerships with retailers, multiple service operators, software publishers, original equipment manufacturers (OEM) and other such companies that are at the frontlines for managing tech support issues for consumers and small businesses",

added Challu.

With more than 20 years of experience, Larry Gordon has played a variety of strategic roles in marketing, sales and building alliances. Larry was the Executive Vice President at Capgemini and Kanbay. He was also VP of Global Marketing for Cognizant (Nasdaq: CTSH), a leader in global IT services and Director of Marketing for New York based Information Builders.

"I am excited to join a company that shares a common mission to Clean Machine in creating a global brand for delivering the best technical support to consumers and small businesses. We also share a common approach of utilizing highly skilled talent with leading edge tools, thereby delivering services at incredible price-points, with high margins for our partners",

said Larry Gordon, the newly appointed President of Global Channel Sales at iYogi.

ABOUT IYOGI

Headquartered in Gurgaon, India with offices in New York, USA, iYogi provides personalized computer support for consumers and small businesses in United States, United Kingdom, Canada and Australia. IYogi's 24/7 phone and remote technical assistance, spans across a comprehensive range of technologies we use every day from a wide range of vendors. Utilizing its proprietary technology iMantra , and highly qualified technicians, iYogi delivers amongst the highest benchmarks for resolution and customer satisfaction. iYogi is privately held and funded by SAP Ventures, Canaan Partners, and SVB India Capital Partners. iYogi was recently awarded the Red Herring Global 100 Award, recognizing it as one of the 100 most innovative private companies driving the future of technology. For more information on iYogi and a detailed list of technologies supported, visit: www.iyogi.net.

ABOUT CLEAN MACHINE

Clean Machine Inc. is a NJ-based and incorporated company that helps consumers and small business owners easily manage and protect their computing environments safely and cost effectively. The company is has a unique, powerful and inexpensive PC concierge service. Specifically, each customer is assigned a highly-trained tech concierge who remotely examines their computer system on a scheduled and very secure basis. The PC concierge will immediately fix software-based problems and prevent new threats to the customer's computing environment including offensive pop-ups, browser redirects and slow performance, and then provides a detailed report. Clean Machine's proprietary Radar(TM) technology (Remote Access Detection Audit and Repair) allows its expert technicians to remotely resolve any problems, eliminating the need for customers to go through the frustrating process of speaking with a tech support expert, and still having to do the work themselves. In other words, the Clean Machine PC concierges do it all. For more information on Clean Machine please visit www.pccleanmachine.com.

RED HERRING AWARDS IYOGI FOR THE 2008 RED HERRING ASIA AMERICA 100

Award Recognizes the 100 “Most Promising” Asian Companies Driving the Future of Technology

Silicon Valley, CA, Dec 9th, 2008— Red Herring today announced that iYogi is a winner of the Red Herring 100 Award, a selection of the 100 most innovative private technology companies based in Asia.

iYogi delivers technical support services directly to consumers and small businesses and is the first, global, technical support brand based out of India with more than 50,000 customers. The company offers consumers an unlimited, annual subscription service for $119.99 per desktop that includes support for a wide range of technologies, including PC hardware, Microsoft Products Support, Windows Operating systems,Computer Support ,Software applications, MP3 players, Networking devices, Digital camera, Printers and scanners etc.

The Red Herring editorial board diligently surveyed the entrepreneurial scene throughout Asia and identified the top 100 out of more than 1,000 closely evaluated companies that are leading the next wave of innovation.

“Our winners and Finalists demonstrate that Asia is increasingly becoming a leader in innovation, contrary to common stereotypes", said Joel Dreyfuss, editor-in-chief of Red Herring. " It was tough to choose just the top 100 finalists from such a large list of excellent contenders, and we are very happy with the quality of the companies we selected as finalists."

“We believe consumers and small business owners should have low-cost access to the highest quality support available on the planet", said Uday Challu, CEO of iYogi. “We are thrilled that our innovative approach to solving everyday technology problems for consumers and our managed services for small businesses has been recognized by Red Herring’s keen-eyed leadership. We are continuously innovating in adding new services that includes PC recovery, anti-virus, anti-spyware, data back-up and PC optimization in providing the best tech support experience for our customers”, adds Uday.

The 100 winning companies have been announced at the Red Herring Asia event in Hong Kong. The CEOs of the winning start ups presented their innovative ideas and technologies to an audience of leading entrepreneurs, financiers, and corporate strategists at the event at the Hong Kong, JW Marriott Hotel earlier this week.

About iYogi

iYogi is the first direct-to-consumer and small business technical support service from India. Providing an annual unlimited subscription to technical support, iYogi now boasts of more than 50,000 customers. The company employs 600 professionals servicing customers in the US, UK, Canada, Australia and fast expanding to 12 new geographies across the globe. iYogi’s resolution rate of 87 percent and customer satisfaction rate of 93 percent are amongst the highest published benchmarks in the industry. For further information, please visit www.iyogi.net.

iYogi Contact

Vishal Dhar
President Marketing, iYogi Inc.
Phone: 212 229 0901
Email: vishal@iyogi.net