No, I'm not talking about the remote control products like PCAnywhere, or NetSupport Manager or SMS.... Those products require you have control over the target PC to install a client piece of software.
The remote control I'm speaking of here is specifically designed for end users / customers that need support periodically and will launch the support via their web browsers by means of a java applet or activex control.
Here's some research I've done. My favorite solution, so far, is the logmeinrescue.com from 3am labs. It seems to be the biggest bang for the buck. If you have one that's better, then comment about it bucko!
Annually $3900 for 1 seat
$700 implementation fee
The technician: www.logmeinrescue.com
ask the user to go to: www.logmein123.com then type in pin number.
remote support products:
requires app server in DMZ
must open ports on technician's firewall.