The organic solution: Device Healthcare

There is a great precedent for an effective way to handle this problem: your body. When something goes wrong in your body, it doesn't have to wait on the phone for help from a "body support helpdesk". Instead, it has a system incorporated right into its operation that diagnoses the issue, prepares a solution, and applies the solution to the issue. Essentially, your body has a very effective measurement and diagnosis process, and it can look up the problem components against a database of known issues and solutions. (The details are more complicated than this, but the idea is essentially this simple.) Sometimes the process does not provide a solution. That is when you enter the healthcare system, and get help from external resources (essentially using a larger database of solutions) that provides new tools to help the local system address the issue.

HandsFree Networks provides the analogy of the healthcare system, but for device support: Device Healthcare. It sounds like some sort of science fiction story, but in fact it is conceptually rather simple, and is derived from the consistent and effective application of these key principles:

1. Support Multiplication- The critical feedback loop
2. Distributed Support- A powerful local engine
3. Pantographic Support- Amplifying your reach
4. Cooperative Support- United we stand
5. Support Intelligence- Working smarter
6. Decoupled Support- Free from the ball and chain 

Intellectual property

• The fundamental principles are patented.
• The software is hard!
• The process is complicated!
• There is so much detail!

So, you can see that there are a lot of reasons why it took a long time to get to where we are. Fortunately for us, no one else is even remotely close.

The monitoring smoke screen

Vendors for "monitoring" or "managed service" products will undoubtedly tell you that Device Healthcare is no different from what they are doing. Or, that they already do the same functions as Device Healthcare. Or, that they will have this functionality soon. None of this is true.

• It's easy to see that Device Healthcare is not only different from what any other vendor does, but it can't even be meaningfully compared. Take any feature of the vendor's product, and see if it addresses one of the six key principles. You will uniformly find that the product isn't even in the same space.

• Similarly, you can see that any other vendor is not providing anything like Device Healthcare. Take the list of the six key principles, and apply each one to that vendor's offering. It will be quickly apparent that nothing in their offering addresses even one of the principles. So, they have a long way to go before they can even think about the Device Healthcare paradigm.

• HandsFree Networks has been consistently and diligently working on the Device Healthcare paradigm for nearly ten years, and yet no other vendor has even scratched the surface. If you believe any claim that another vendor can parallel our offering in a short period of time, then you are ignoring the history of software development.

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