Likelihood to Recommend I recommend it to all IT colleagues; regardless of the size of the PCs with which you work most of the time, the application allows connection stability between computers that make it possible to continue working or taking care of the infrastructure from afar.
Read full review LogMeIn Pro is very well suited for small-to-medium sized organisations. The pricing is affordable and the implementation is easier. There are some concerns related to data privacy and security, hence I would not advise this to be used when your session handles PHI and PII kind of data, just to be compliant.
Read full review Pros Desktop sharing / view with chat to the operator, file sharing and pass-through for keyboard strokes Computer/server monitoring with thresholds and warning Search - tracking down computers when you have many by name, logged in user, IP End user ticket raising is built into the tray icon which make access really easy Read full review Ease of connection. You can use their web login and connection through there. You can also install the client app and connect via it. Easy and fast. Remote Control is fantastic. It scales the screens great. There is no lag in the screen refreshes. Remote printing is good. You can be working on your PC at the office via LogMeIn and print to your local PC at your current location with ease. Read full review Cons They have conflicting scheduling paradigms. When scheduling patching for clients, the 1st Friday is interpreted as the very first Friday of the month, even if this is the 1st of the month. For scripting, the 1st Friday of the month is interpreted as the 1st Friday of the 1st FULL WEEK of the month. This makes no sense to have two different interpretations, and makes it unreliable to schedule recurring scripts to fall when recurring maintenance does. The scripts need to be done manually because of this. There is no way to dictate reboot orders for patch policies. This tied directly in with my first point. We have some clients that require reboot orders. This is not possible without having different patch policies for each server and specifying a time this way. But, there aren't small enough increments of time to make this reliable, plus patching duration might vary. Excluding reboots with patching and scheduling reboot scripts fixes this. However, this can't be done once on a recurring schedule due to the different scheduling paradigms already discussed. We have to schedule these manually each month. Read full review Slow customer service - we know more about their product than whoever we talk to whenever we call in It does not always keep the settings during session unless we disconnect and reconnect with the new settings. Troubleshooting using LogMeIn is minimal. It either works or doesn't, there is not a backup/alternative method for connectivity. Read full review Likelihood to Renew The primary reason for this rating is that ConnectWise Automate is currently so integral to our operations that moving away would involve more man hours than we would realistically have to invest. However, ConnectWise Automate is also completely capable of meeting all of our business needs and customizable to the point where if something is not meeting those needs out of the box, it can be modified to do what we want. From only installing software on machines if a different software package exists, to push a new version of that software is available, to check if credentials for user/machine have been updated to our new standards and then updating them if they have not, ConnectWise Automate is capable of doing everything we ask of it.
Read full review It works great
Read full review Usability Basic use of the product is fairly easy. Information about the machines you manage can be found in customizable dashboards, which can be unique for each user, and, therefore, properly suited to the users' needs/job function. This is not a 10 because some of the interfaces are very clunky (Patch Management), and some features are not intuitive and not well documented (reporting). Scripting and Patch Management have a fairly steep learning curve (For structure in patch management and syntax in scripting), but once learned, they work well.
Read full review Only giving a 9 rather than 10 due to the occasional issue after LogMeIn runs updates, and sometimes I have to walk end-user (on Macs) through "allowing" access to services - have not encountered that on PCs
Read full review Reliability and Availability Always there as long as there is an internet connection
Read full review Performance It used to be great, but then they broke reporting, speed and responsiveness with version 11 and the new Patch Manager. It's really bad and their support people are way behind on fixing so many bugs. They have really gone downhill. If they don't get it together soon, we'll start looking around.
Read full review It loads quickly,
Read full review Support Rating ConnectWise Automate lets you manage more endpoints, with enhanced productivity and improved service, all without increasing expenses. It can manage patches and updates across thousands of computers. We also use it for customized monitoring and alerting on workstations and servers. Monitoring is really robust and granular. It does a great job of gathering a TON of data about the network, and that data is searchable. There are a bunch of different reports built in. Integrates with Manage, Control, and other applications. It does a ton of stuff out of the box, and has endless customization options.
Read full review My calls and e-mails to tech support have been few and far between, but those rare interactions were always pleasant and handled professionally. Most support can be accessed electronically, but when the need arises to actually speak to a human being, LogMeIn's customer service reps are clearly well-trained and knowledgeable. Another plus: there isn't the language barrier that I've experienced with other technology companies' support centers.
Read full review Online Training The Online training has been re-done and needs a lot more work. When you look at training in different roles, it shows a lot of the same topics but no explanation to what is different about them. Several times that topics are the exact same, but they make you re-take the same information for a different topic, instead of marking that you have already completed that portion of training.
Read full review Implementation Rating Start small and learn the in's and out's before making policies and rolling things out company wide. Ask the questions of why if you don't agree with something or your company does things a different way. Usually they are done a certain way for a reason. Start simple with roll out and slowly enable or add on the functionality that is needed.
Read full review Be aware if you have dual monitors on the host, you can only view one at a time on remote, but it is easy to toggle back and forth
Read full review Alternatives Considered I believe the monitoring and alerts in Continuum command is better, but [ConnectWise Automate (formerly LabTech)] does have stronger scripting, and perhaps a better interface. N-Central is inferior on all fronts to both. I did not make the purchasing decision. I would myself likely pick Continuum if I had to make a on the spot choice.
Read full review ConnectWise is a much easier program to use. The end-user either types in a code or you send an email with a link to the session. A small applet is installed on their computer so you can connect. And this applet is removed when the session is over. Constant remote access capabilities are about the same since both programs allow you to install a program that runs as a service on the client system. This gives you access to that system at any time.
Read full review Scalability The view is a little blurry. The resolution could be better
Read full review Return on Investment We found we were able to provide good monitoring of our customers sites which was an objective. However, that came at a significant time investment that never seemed to be finished. We were able to negotiate a price that worked for us for an up-front purchase which was nice. We found the pricing to be very competitive. Bottom line for us was despite the pros of the product, we found other RMM solutions to be a better overall "value" due to not having to dedicate technicians to maintaining the product. Read full review Save time Improve customer satisfaction as we can involve the entire team any time and from any place to solve clients' problems It effects clients' satisfaction negatively if the internet is not strong enough, as we can't connect to solve their problems Read full review ScreenShots ConnectWise Automate Screenshots