February 17 - 2:35pm EST   Citrix has formally unveiled a two-tiered service for providing online technical support with screen-sharing capabilities. GoToAssist Express is a stripped-down and less-costly version of GotoAssist Corporate, but geared for small businesses or individual owners instead of larger corporations. The services support both Windows and Mac OS X, although the Mac version has fewer features. [full story]

May 5 - 7:05pm EDT   Apple recently topped Consumer Reports' list of hardware manufacturers technical support services in a recent study. Consumer Reports says that while the industry standard solve-rate for technical issues sits at around 60-percent, while Apple's phone support yielded an 80-percent solve-rate, and the company's Genius bars accounted for a 90-percent solve-rate. The statistics were discovered through a survey of over 10,000 desktop and laptop computers. [full story]