I am glad to use this product and tool and it is very user friendly for the users on the other side. I get positive feedback from the users I work with.
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.
Excellent and timely support. I haven't needed to use support for Rescue, however, I have contacted LogMeIn support for other products and have been impressed.
It works. There is no messing around really. I can gain control and fix issues on anyones computer anywhere on the globe. Subject to them having an internet connection, but no fear because even if the internet is patchy, LogMeIn will auto-reconnect, every 15 minutes later! Very impressive tool.
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.
I haven't had to utilize support at all, but the resources are vast, and they are sending out lots of tutorials and ways to improve your interaction with their products.
There are several places to find what you are looking for and get the help that you need. It's widely used and that helps build a baseline of users.
The main reason I rated it so highly is all you can do with the program. It's not just for IT problems. You are able to get feedback from your users and apply that directly to your department. From all the other remote support programs I have used, LogMeIn Rescue is the most flexible in terms of the program.
I have honestly not had the need to contact support too much, which is always a good thing. I will say that while I felt they were competent I wasn't especially impressed as I have been with several other tech companies. They are far from the lowest level technical support I have encountered, however. I would say that if you find yourself calling support frequently with a product like this you may have selected the wrong solution for you.
To be honest, I don't recall ever having an issue with LogMeIn Rescue not working. I am giving a 10 rating because I have never had an issue requiring support.
I have had any easy time calling in to receive help, and every one of their employees are very receptive to the customer's needs. I wouldn't want to speak to any other customer support desk in regards to their remote software, they rock and do an awesome job! I'm so glad to be on the same team as them and provide customers with the LogMeIn experience!
Although it does have some room for improvement, overall I believe LogMeIn Rescue is the best tool for remote troubleshooting and support. I have used it through several different roles and different companies and in my opinion, it has consistently provided me with the best set of features I need to provide end-user support.
It does everything it is supposed to do, and has no negatives I can think of. Works, easy to implement, easy to use. Requires no hassling by support staff to use, is stable and requires very little training or coaching to use effectively. Has very intuitive controls. Product has a great market name and is easy to get buy in on.
I have had no issues receiving any support for LogMeIn rescue. I have been able to get service very quickly with minimal wait time and my issues are always resolved quickly.
Secure remote access with Smart Card authentication (20)
8.7
Access to sleeping/powered-off computers (33)
8.4
Over-the-Internet remote session (80)
9.1
Initiate remote control from mobile (35)
7.7
Remote management of servers & workstations (56)
9.1
Remote Active Directory® management (27)
8.6
Centralized management dashboard (41)
8.0
Session record (55)
8.9
Annotations (37)
8.6
Monitoring and Alerts (31)
7.1
Multi-platform remote control (49)
8.9
What is LogMeIn Rescue?
About LMI Rescue Rescue
Remote Support software from LogMeIn is a remote
support solution for PCs, Macs, and mobile devices. Rescue is designed to help IT teams to
offer fast technical support and ensure a secure remote
support session for both the IT professional and the end user. From small
teams of IT helpdesk technicians to enterprise-level organizations, Rescue aims to offer the flexibility needed to remotely support employees and customers, as
well as enable remote work.