BeyondTrust Remote Support vs. SolarWinds Dameware Remote Support (DRS)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BeyondTrust Remote Support
Score 8.1 out of 10
N/A
BeyondTrust Remote Support (formerly Bomgar) helps support teams of all sizes improve business performance by enabling secure, controlled remote support to nearly any device or system, anywhere in the world. BeyondTrust offers deployment options that can fit a company’s business needs. The vendor says their on-premises physical and virtual appliances have helped enterprises satisfy regulatory requirements for years. Additionally, the vendor says the unique segmentation capabilities of…N/A
SolarWinds Dameware Remote Support (DRS)
Score 8.0 out of 10
N/A
DameWare Remote Support from Austin IT company SolarWinds is remote administration software for the remote control of desktops, laptops, and servers behind or outside the firewall, allowing registry editing, restart services, logging activity, account and password management, and more. The mobile app also provides access from a phone or tablet. DameWare Remote Support licensing is per technician, the number of end-user remote machines is irrelevant; one technician may receive a license for…
$276
per technician, unlimited end users
Pricing
BeyondTrust Remote SupportSolarWinds Dameware Remote Support (DRS)
Editions & Modules
No answers on this topic
Dameware Mini Remote Control
$276
per technician, unlimited end users
Dameware Remote Support
$388
per technician, unlimited end-users
Offerings
Pricing Offerings
BeyondTrust Remote SupportSolarWinds Dameware Remote Support (DRS)
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsDameWare Remote Support and Mini Remote Control are licensed based on the number of technician users that use the software for remote administration. There are no limits or restrictions for the number of end-users supported or the number of remote endpoints/computers supported. As you buy higher counts of licenses, the per-seat pricing goes down giving you a reduced total price.
More Pricing Information
Community Pulse
BeyondTrust Remote SupportSolarWinds Dameware Remote Support (DRS)
Considered Both Products
BeyondTrust Remote Support
Chose BeyondTrust Remote Support
BeyondTrust is a more secure option. The external portal a great way to get users started on a remote session.
Chose BeyondTrust Remote Support
Remote support is much more professional looking for the technician as well as the caller. Dameware however is better at accessing sleeping or un-attended devices.
Chose BeyondTrust Remote Support
I think Bomgar is slightly less user-friendly than LogMeIn from the technician side. There are a bunch of icons on the Bomgar console but there is very little explanation of what they do. LogMeIn is a bit more user-friendly and often offers a smoother connection process with …
Chose BeyondTrust Remote Support
One thing I like about Dameware is that you have access to a remote command prompt and that has been very handy at times. But Dameware is limited to on the network support, last time I used it. Bomgar can handle multiple platforms and operating systems. I cant email an …
SolarWinds Dameware Remote Support (DRS)
Chose SolarWinds Dameware Remote Support (DRS)
DameWare us a more user friendly remotely initiated support tool than others I have worked with. Several members of the team I was working with were pre-disposed to Solarwinds products due to past experience with their offerings. The decision was made easier due to a much lower …
Top Pros
Top Cons
Features
BeyondTrust Remote SupportSolarWinds Dameware Remote Support (DRS)
Remote Administration
Comparison of Remote Administration features of Product A and Product B
BeyondTrust Remote Support
9.5
47 Ratings
8% above category average
SolarWinds Dameware Remote Support (DRS)
8.5
65 Ratings
3% above category average
File transfer9.944 Ratings10.050 Ratings
Instant message9.945 Ratings7.647 Ratings
Access to sleeping/powered-off computers10.027 Ratings9.035 Ratings
Session record9.038 Ratings8.55 Ratings
Annotations9.030 Ratings7.94 Ratings
Screen sharing00 Ratings10.053 Ratings
Secure remote access with Smart Card authentication00 Ratings8.416 Ratings
Over-the-Internet remote session00 Ratings8.148 Ratings
Initiate remote control from mobile00 Ratings9.025 Ratings
Remote management of servers & workstations00 Ratings9.258 Ratings
Remote Active Directory® management00 Ratings7.139 Ratings
Centralized management dashboard00 Ratings8.238 Ratings
Monitoring and Alerts00 Ratings8.75 Ratings
Multi-platform remote control00 Ratings7.231 Ratings
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User Ratings
BeyondTrust Remote SupportSolarWinds Dameware Remote Support (DRS)
Likelihood to Recommend
9.0
(106 ratings)
8.5
(66 ratings)
Likelihood to Renew
10.0
(63 ratings)
9.0
(13 ratings)
Usability
9.0
(25 ratings)
9.0
(10 ratings)
Availability
8.8
(9 ratings)
9.0
(1 ratings)
Performance
8.4
(7 ratings)
8.5
(2 ratings)
Support Rating
9.7
(28 ratings)
5.0
(9 ratings)
In-Person Training
9.1
(1 ratings)
9.0
(1 ratings)
Online Training
8.8
(3 ratings)
9.0
(1 ratings)
Implementation Rating
10.0
(13 ratings)
5.0
(8 ratings)
Configurability
8.2
(2 ratings)
9.5
(2 ratings)
Ease of integration
9.1
(1 ratings)
9.5
(2 ratings)
Product Scalability
9.1
(5 ratings)
8.0
(2 ratings)
Vendor post-sale
9.1
(2 ratings)
9.5
(2 ratings)
Vendor pre-sale
9.1
(2 ratings)
9.5
(2 ratings)
User Testimonials
BeyondTrust Remote SupportSolarWinds Dameware Remote Support (DRS)
Likelihood to Recommend
BeyondTrust
I've had a lot of problems with my laptop (work issued). [With BeyondTrust Remote Support (Legacy)] our team has been able to get in easily and correct issues I've been having with very little interruption to my own work day. The fact that I don't have to navigate to a separate website to get help is huge. They can send me a link via Teams (Or I can login directly) and get help quickly.
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SolarWinds
I feel like this is a very robust solution that I would recommend to anyone who relies heavily on remote support. Most of the colleagues I work with already use SolarWinds products to one extent or the other. I feel the price for the solution is very fair and a good value for the product.
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Pros
BeyondTrust
  • Remote access for macOS computers. We support primarily businesses that use Macs and good macOS support is very important.
  • Maintains logs and screen sharing videos of all sessions. It's peace of mind for us and also helps meet compliance standards that we can tell exactly what happened, every time we access a machine remotely.
  • Allows for easy management of hundreds of computers in a single app. We support hundreds of computers for dozens of companies. Finding the right computer to access is very easy and able to be done with just a few clicks.
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SolarWinds
  • Troubleshooting computers remotely without the need for the user to even be around.
  • Install software that needs to be installed manually without having to travel.
  • Viewing what the user is doing specifically that triggers the issue, making replicating issues way simpler.
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Cons
BeyondTrust
  • Only issue I really have is the jump client goes to queu when our remote vendors shut down their machine. Works in our favor if we lose our connection but that never happens. And this is such a small issue but had to put something in here.
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SolarWinds
  • It would be nice if the installed agent would be able to check in with the server so that I can connect to laptops, etc that have the agent pre-installed for when they are off network.
  • DameWare could do better with the mobile app. I cannot connect in from the outside with the mobile app to provide quick support if needed. This kind of defeats the purpose of a mobile app. If I am on the network, I probably have access to my workstation.
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Likelihood to Renew
BeyondTrust
Bomgar has improved the support we have given as an ICT department and improved the ICT department reputation within the organisation. We have had no issues with Bomgar as a product and it works well. The team at Bomgar are also a pleasure to work with, they follow up with us to see how they can help us use more of the features of the system and really take time to get to know their users and how they use the product.
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SolarWinds
This application is one of my most used tools when it comes to supporting end users and the network as well. I don't have to run all over the place to get things done when I can access multiple computers on the network at the same time to accomplish multiple tasks in a minimal amount of time.
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Usability
BeyondTrust
Bomgar is so simple to use that we didn't need to have training to show engineers how to use it, we had them install the client, login, and play around with it, they got the hang of it quite easily and embraced using it with customers. When we were acquired by another company they wanted to use Bomgar, all we needed to do is add them into our LDAP directory and allow them to login, they picked it up and began using it with their customers immediately. The software BEGS people to use it once you try it, you will be hooked! Whether you use it to support internal customers, external customers, access your own machines remotely, or just do file transfers, there is nothing that is as feature rich as Bomgar.
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SolarWinds
Because it has enhanced my ability to trouble shoot more issues during the day. Instead of having to go to each machine and spend time at the machine, I can remote in from my desktop and assist the person 90 per cent of the time. I also use it from home to remote in which saves me the time from having to return back to the workplace.
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Reliability and Availability
BeyondTrust
The only time I have ever been down was due to needing to update the software on our appliance. Bomgar has always been available when I need it! It's the best product I have used in the last 30 years of working in IT. I highly recommend it to anyone considering purchasing a remote support product.
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SolarWinds
Yes, always available.
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Performance
BeyondTrust
There is no lag-time at all, no matter how many users we have on the box, it is always entirely dependant on the customers internet speed (as we have a very fast connection), that is the only issue I've EVER seen with Bomgar, no matter how many sessions we run the box is always up, always fast, always working.
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SolarWinds
The application always seems responsive to me
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Support Rating
BeyondTrust
The support team at Bomgar always goes beyond the call of duty. No question seems to little or big for them to handle. They are there with you from the time you initiate a session or call with them until there is a resolution. You get awesome service. Their reps are always friendly and knowledgeable
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SolarWinds
I use a Samsung mobile device; DameWare Mobile was working and then after an Android update it started crashing. I reported the issue to DameWare and worked with the technicians and developers to gather data for them to correct the issue. They quickly published a beta release for me to test (which corrected the crashes) and then published an update to the Google Play Store.
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In-Person Training
BeyondTrust
we didn't have in-person training because their online training was so overwhelmingly well done. Start by looking at the docs: http://www.bomgar.com/docs/content/index.htm if that alone doesn't answer all your questions, there will be a window that pops up asking if you would like to chat with a sales representative, or a support engineer. Either of them can answer all of your questions as easily as if they were standing there with you, or talking to you on the phone, it is truly the power of Bomgar!
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SolarWinds
It was excellent
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Online Training
BeyondTrust
Since we have installed and been running Bomgar software for quite some time now, we have taken the opportunity to attend various web trainings, and they are always very prompt, informative and open to questions/discussions. We appreciate the work that Bomgar does to keep their customer community informed of new features and discussions of further product developments.
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SolarWinds
The videos were more than sufficient to learn the product
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Implementation Rating
BeyondTrust
It was easy to get going. You have to pick your features to enable disable and then configure any customizations for the enabled features. It could not be easier to get started. The number of options can be a bit overwhelming at first
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SolarWinds
It helps greatly if you know someone already using DameWare Remote Support. I was fortunate as my tech support guys were using it at their hospital and assisted me through the purchase, download and implementation of remote support. As well as, knowing how many licenses to purchase at the time. You have to make sure that anyone assisting in IT can have access to the program with their own license.
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Alternatives Considered
BeyondTrust
Bomgar gives us the ability to extend our technical support out to users who are not on campus. This comes in handy when employees have issues with passwords or registration and they need a little assistance. And [BeyondTrust Remote Support (Legacy)] works across many platforms and devices. We have also used GoToAssist in the past and Log Me In, but this is the best
Read full review
SolarWinds
We previously utilized LogMeIn. They increased the pricing of their solution which made us reconsider it. I inherited LogMeIn. I am not a big fan of hosted solutions for some vital IT processes. There was convenience in LogMeIn, but there were also risks about the solution that I was never completely comfortable with. I had utilized DameWare at a previous company, so I knew what I was getting with it. It was an easy decision for me to make. DameWare is an exceptional product.
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Scalability
BeyondTrust
Since the Bomgar Box is BOTH hardware and software, it can be purchased in any capacity deemed necessary, so scalability isn't an issue, Bomgar has the experience necessary to create a design that can support as many customer and agent sessions as you can throw at it. We have never had any issues with the Bomgar box and licenses that we have installed.
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SolarWinds
You get an 8 because of the constant initial freeze on most connections. Takes a reconnect to have it work.
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Return on Investment
BeyondTrust
  • Bomgar will easily turn a 45 minute phone call into a 5 minute support session. You can't get back that extra 40 minutes any faster.
  • Customers who complete the post session survey have all rated the service either high or very high. We love having happy customers.
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SolarWinds
  • DameWare has allowed us to maintain our non-traditional approach to IT support. It allows our administrators to work from anywhere and has extended their reach to clients domestic and abroad.
  • Return on investment was realized as soon as we purchased the licenses. We don't have to maintain a large office space or overhead costs due to the flexibility it allows our administrators.
  • First call resolution has increased drastically since implementing DameWare company-wide. The user no longer has to wait to reproduce an error. We can screen share and view it as it happens and mitigate the issues.
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ScreenShots

SolarWinds Dameware Remote Support (DRS) Screenshots

Screenshot of DameWare Remote Support Management ConsoleScreenshot of Remotely Connect to Windows, Linux, and Mac OS X ComputersScreenshot of Over-the-Internet Remote Session via Secure Proxy ServerScreenshot of Connect to Remote Computers from iOS and Android Mobile Devices