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Top Rated
258 Ratings
195 Ratings
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Score 8.8 out of 100

LogMeIn Rescue

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Top Rated
258 Ratings
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Score 8.3 out of 100

Highlights

BeyondTrust Remote Support, formerly Bomgar, and LogMeIn Rescue are both remote access tools designed to facilitate remote technical support. They both provide a range of remote access features, including analytics, branding customization, and at least some mobile support.  

BeyondTrust Remote Support is focused on providing the highest level of security when remotely accessing internal or external users’ devices. In contrast, LogMeIn Rescue is more attuned to internal IT support, with a greater range of tools to facilitate ease of use. 

Features

BeyondTrust and LogMeIn both provide distinct advantages to using each tool. 

BeyondTrust emphasizes the security of its remote access offering. For instance, the tool automatically uninstalls when the remote connection disconnected. Features like this are highly valuable when dealing with sensitive information or data, either in the connectin itself or when accessing a device with sensitive data. Reviewers also highlight BeyondTrust’s reporting capabilities. 

LogMeIn excels in ease of use for users at very different levels of technical expertise. It provides a range of access methods, which makes the platform more agnostic to the device being accessed and the technical capabilities of the end user installing and establishing the connection. Reviewers also call out its fast performance, especially in areas like file transfers. These performance benefits give remote support more agency, rather than relying on end-users to self-serve files and resources. 

Limitations

BeyondTrust Remote Support and LogMeIn Rescue also have some limitations worth considering. 

BeyondTrust has not had as much experience support mobile devices and applications. This immaturity and less-optimized interface is reflected in reviewers’ experiences, which have found the mobile interface far less usable than the desktop version. Implementing updates on the administrative side can also be a buggy or challenging process that requires more attentive change management. 

In contrast, LogMeIn’s ease of use for end-users trades off with a less ideal administrative or IT support experience. For instance, the tools does not easily give full control over remote devices, and requires showing end-users some windows that can cause unnecessary confusion. Initial product implementation on the administrative side is also more difficult than the rest of the user experience. 

Pricing

BeyondTrust offers two prices for its Remote Support product, depending on deployment. The Cloud deployment is $1,995/year/license, and the on-premise deployment is priced by quote from the vendor. 

LogMeIn Rescue is priced at $108.25/month/license, with $37.50/month/license for mobile support as an add-on.

Likelihood to Recommend

BeyondTrust Remote Support (Legacy)

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.
Anonymous | TrustRadius Reviewer

LogMeIn Rescue

LogMeIn Rescue for troubleshooting issues on a user's computer is leaps ahead of using a general communication tool such as Microsoft Teams or Zoom. Those two tools suppress viewing and access to some areas that cause required interaction on [the] user's part - most users prefer as much to be done without their action.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

BeyondTrust Remote Support (Legacy)
8.9
LogMeIn Rescue
8.4
Screen sharing
BeyondTrust Remote Support (Legacy)
9.6
LogMeIn Rescue
9.0
File transfer
BeyondTrust Remote Support (Legacy)
8.7
LogMeIn Rescue
8.4
Instant message
BeyondTrust Remote Support (Legacy)
7.7
LogMeIn Rescue
8.3
Secure remote access with Smart Card authentication
BeyondTrust Remote Support (Legacy)
9.0
LogMeIn Rescue
9.2
Access to sleeping/powered-off computers
BeyondTrust Remote Support (Legacy)
7.5
LogMeIn Rescue
8.9
Over-the-Internet remote session
BeyondTrust Remote Support (Legacy)
9.6
LogMeIn Rescue
8.9
Initiate remote control from mobile
BeyondTrust Remote Support (Legacy)
8.6
LogMeIn Rescue
7.4
Remote management of servers & workstations
BeyondTrust Remote Support (Legacy)
9.6
LogMeIn Rescue
9.2
Remote Active Directory® management
BeyondTrust Remote Support (Legacy)
9.2
LogMeIn Rescue
9.1
Centralized management dashboard
BeyondTrust Remote Support (Legacy)
9.1
LogMeIn Rescue
7.7
Session record
BeyondTrust Remote Support (Legacy)
9.1
LogMeIn Rescue
8.5
Annotations
BeyondTrust Remote Support (Legacy)
9.3
LogMeIn Rescue
8.4
Monitoring and Alerts
BeyondTrust Remote Support (Legacy)
8.9
LogMeIn Rescue
5.7
Multi-platform remote control
BeyondTrust Remote Support (Legacy)
7.9
LogMeIn Rescue
9.1

Pros

BeyondTrust Remote Support (Legacy)

  • Ease of use for the end user. Nothing for them to do. We just located their computer object within the management application and double click to access.
  • Remote access to the end point as long as they have internet access.
  • Administration, permissions in the setup are easy to follow, creating jump groups, policies.
Randy MacFarland | TrustRadius Reviewer

LogMeIn Rescue

  • I like how the software allows me to restart the pc and maintain access of the device.
  • I like the ability to copy files to the device I am connected to without trouble.
  • I like the ability to connect and see the issue first hand that hte customer is seeing.
Matt Ebert | TrustRadius Reviewer

Cons

BeyondTrust Remote Support (Legacy)

  • The process users follow to start a remote session if the Bomgar software is not already installed seems to confuse some users. I've seen other remote support software products that seem to do a little better job.
  • The rep client software can be a little buggy. Some times it crashes or locks up when using it.
  • The iOS rep console app is good but not as full featured as the Desktop app. It would be nice to see complete parity between the two and have all the same features on the iOS app as you do on the desktop.
Patrick Cranston | TrustRadius Reviewer

LogMeIn Rescue

  • Timeouts - LogMeIn has a very short timeout period when it detects no activity. This can make it difficult to balance between multiple tasks.
  • No user side requests can be made. I would love to implement a solution that allows an end-user to request a remote session that a technician can then accept rather than only allowing the technician to initiate.
  • Email follow-ups to end-users would be nice. If they shared the technician name and remote desktop time stamps that could help them in case they need to file time exceptions or track time with their leadership.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 10.0
Based on 64 answers
We have many reasons to keep our Bomgar. Security is one of the biggest reasons. Not only is Bomgar one of the most secure means to connect remotely, it also records everything you do so there is no question as to what is going on or who is doing it. If an end user has a complaint, you have the tools to validate which party did what and when.
Kevin Baldwin | TrustRadius Reviewer

LogMeIn Rescue

LogMeIn Rescue 9.1
Based on 15 answers
There is something to be said for familiarity. The interface is intuitive and easy to use. It makes juggling several support sessions at once possible, and even fun. We already have more the 2300 computers out there right now with the calling card installed. It is an excellent backup solution for remote connections when other products will not connect due to spyware or PUPs.
Eric and Candace Strickler | TrustRadius Reviewer

Usability

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.7
Based on 25 answers
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.
D. SKye Hodges | TrustRadius Reviewer

LogMeIn Rescue

LogMeIn Rescue 8.2
Based on 16 answers
LogMeIn Rescue is easy to start and use and does not consume resources on your computer slowing it down. We are also often providing support for non-tech savvy end users who might have a hard time downloading and installing remote access software, especially when firewall warnings start to appear. LogMeIn Rescue's process is intuitive and easy to follow for our users.
Matt Van Winkle | TrustRadius Reviewer

Reliability and Availability

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.8
Based on 18 answers
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.
Tracy Roberts | TrustRadius Reviewer

LogMeIn Rescue

LogMeIn Rescue 9.1
Based on 1 answer
Log me in has never failed me
Anonymous | TrustRadius Reviewer

Performance

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.4
Based on 14 answers
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.
D. SKye Hodges | TrustRadius Reviewer

LogMeIn Rescue

LogMeIn Rescue 9.1
Based on 1 answer
no complaints
Anonymous | TrustRadius Reviewer

Support Rating

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 9.7
Based on 54 answers
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
Kathryn McTaggart | TrustRadius Reviewer

LogMeIn Rescue

LogMeIn Rescue 6.8
Based on 38 answers
It is a good program overall. It has some features (such as the many prompts) that can be confusing to customers. But it allows us to do our job in an efficient manner and our company would not use another program.
Dianna Farrell | TrustRadius Reviewer

In-Person Training

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 9.1
Based on 1 answer
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!
D. SKye Hodges | TrustRadius Reviewer

LogMeIn Rescue

No score
No answers yet
No answers on this topic

Online Training

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.8
Based on 3 answers
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.
D. SKye Hodges | TrustRadius Reviewer

LogMeIn Rescue

No score
No answers yet
No answers on this topic

Implementation Rating

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 10.0
Based on 39 answers
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
Peter Jurhs | TrustRadius Reviewer

LogMeIn Rescue

LogMeIn Rescue 6.4
Based on 1 answer
Again I wasn't included in the implementation
Anonymous | TrustRadius Reviewer

Alternatives Considered

BeyondTrust Remote Support (Legacy)

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
Anonymous | TrustRadius Reviewer

LogMeIn Rescue

Personally, I prefer Managed Workplace over LogMeIn. That could be because it was the first tool I ever used for remote management. I liked how easy it was to remotely power on a machine and see the status of machines. I just think that the tool was a bit more in depth. This isnt to say that LogMeIn isnt great for what it is. I just dont think it was built for in depth management like that. LogMeIn is a great solution for any company trying to streamline their remote management.
Anonymous | TrustRadius Reviewer

Scalability

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 9.1
Based on 5 answers
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.
D. SKye Hodges | TrustRadius Reviewer

LogMeIn Rescue

LogMeIn Rescue 9.1
Based on 1 answer
it's perfect
Anonymous | TrustRadius Reviewer

Return on Investment

BeyondTrust Remote Support (Legacy)

  • Feedback from customer surveys indicate the customers are very happy and impressed with the solution.
  • Efficiency is increased with more incidents and requests being completed from the desk rather than visiting.
  • Faster resolution of incidents where the users is out of the office. Typically these would need to wait until they were in the office, now we can remote control and resolve via an internet connection.
Stevie Watson | TrustRadius Reviewer

LogMeIn Rescue

  • It is a good product but the price is high.
  • It has managed to give us a good ROI do to the driving time it has cut out.
  • It allows me to be in the office more and on the road less and still make a good return.
Chip Berg | TrustRadius Reviewer

Screenshots

BeyondTrust Remote Support (Legacy)

Pricing Details

BeyondTrust Remote Support (Legacy)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

BeyondTrust Remote Support (Legacy) Editions & Modules

Edition
Bomgar Connect$49/mo per license
    Additional Pricing Details

    LogMeIn Rescue

    General

    Free Trial
    Yes
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    LogMeIn Rescue Editions & Modules

    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    BeyondTrust Remote Support (Legacy)
    8.9
    LogMeIn Rescue
    8.3

    Likelihood to Renew

    BeyondTrust Remote Support (Legacy)
    10.0
    LogMeIn Rescue
    9.1

    Usability

    BeyondTrust Remote Support (Legacy)
    8.7
    LogMeIn Rescue
    8.2

    Reliability and Availability

    BeyondTrust Remote Support (Legacy)
    8.8
    LogMeIn Rescue
    9.1

    Performance

    BeyondTrust Remote Support (Legacy)
    8.4
    LogMeIn Rescue
    9.1

    Support Rating

    BeyondTrust Remote Support (Legacy)
    9.7
    LogMeIn Rescue
    6.8

    In-Person Training

    BeyondTrust Remote Support (Legacy)
    9.1
    LogMeIn Rescue

    Online Training

    BeyondTrust Remote Support (Legacy)
    8.8
    LogMeIn Rescue

    Implementation Rating

    BeyondTrust Remote Support (Legacy)
    10.0
    LogMeIn Rescue
    6.4

    Scalability

    BeyondTrust Remote Support (Legacy)
    9.1
    LogMeIn Rescue
    9.1

    Add comparison