SolarWinds Dameware Remote Support (DRS) vs. LogMeIn Rescue by GoTo

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.

Incentivized

Not all of our team members are as PC computer savvy as we would like, Rescue allows any issue that arises to be quickly and correctly solved the first time no matter the level of comfort with our systems. We have not come across any situations where it did not work for our set up.

Incentivized

• 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.

• The rescue lens feature has come in handy to save us plenty of times. being able to have eyes on the end users' side to see how things are actually physically connected.
• Having the ability to collaborate with other technicians is a feature that I have not seen in other applications. normally the other person has to connect as well which results in lowered connection speed on the end user's side since 2 connections are running.
• The tools to be able to locate and audit sessions are also very valuable for measuring the performance of my technicians.

Incentivized

• 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.

Incentivized

• one of the prompt in windows users is not vissible, somethimes users missed it and you must start from scratch
• more documentation for apple users
• never could record a session, all the time was a permissions issue, don't know how to do it

Incentivized

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.

Incentivized

We may continue using Logmein as it is the best remote support application in terms of connection latency and control. However, since several of our client sites have stricter security policies they block this application and we have to switch to other ways which is inconvenient

Incentivized

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.

Incentivized

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.

Incentivized

Yes, always available.

Incentivized

Log me in has never failed me

Incentivized

The application always seems responsive to me

Incentivized

no complaints

Incentivized

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.

Incentivized

I'd say support for LogMeIn is ideal because I haven't ever been in a situation where additional support was necessary. The program runs so efficiently and simply that nothing was needed beyond initial training that was provided by my company. I am saying this as a user that strictly uses the technician console

Incentivized

It was excellent

Incentivized

The videos were more than sufficient to learn the product

Incentivized

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.

Incentivized

Make sure you have your LogMeIn Rescue account sign-in details handy when installing on multiple support systems.

Incentivized

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.

Incentivized

UI (user interface) is pretty easy to use, you can use rescue from a desktop version or the web when others such as dameware you needed to have the software installed and the affected user needed to be on VPN, so you could take over their system. TeamViewer is good but with Rescue you can link your chat support team members and rescue to work from the same system. Other benefits in rescue is that you can add Ticket to track your IT personnel usage for reporting purpose. For instance if you want to track-down how many sessions the agent A did on a day and link the Ticket from your ITSM system with the information in rescue. I didn't see this option in other tools

Incentivized

You get an 8 because of the constant initial freeze on most connections. Takes a reconnect to have it work.

Incentivized

it's perfect

Incentivized

• 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.

Incentivized

• We kept our help desk staff to a minimum since we no longer needed a tech on each floor.
• Time of resolution went up 65% since our techs were able to quickly see the problem and resolve [it].
• We no longer needed additional software to transfer files, saving us up to $5000 in subscription fees.

Incentivized