Item: SolarWinds Dameware Remote Support (DRS)
Rating: 10
Author: Jeanne Moffat

Use Cases and Deployment Scope

As the sole IT person, I am on 24 hour call. I can use DameWare to remote in from home to solve IT issues. I also use DameWare Remote Support at work as it has multi-functionality and interacts with my Active Directory. I use it for "one stop shopping" for adding new employees and PCs to the network environment. I also do have contractors that can take calls for me during an absence and they can use DRS as well to remote in from their location.

I use it to access my Application Server for our EHR, as well as our Virtual WTS servers when a reboot is necessary after an update.

Pros and Cons

Ease of installing service on a new machine.
Interactive with Windows Active Directory.
Ease of navigation throughout DameWare Remote Support and DRS Mini Remote

A static IP address has to be set on the machine before the service installs

Return on Investment

Better customer service.
Saves me time by allowing me to remote in from home
Allows my back up personnel to remote in from their location

Alternatives Considered

Kaseya was used prior to me coming on board with this hospital, but I didn't have much experience with it before deciding to go with DameWare Remote Support.

Likelihood to Recommend

Users and Roles

3 - IT and IT Support

Support Headcount Required

1 - It is used exclusively by the IT Department.

Business Processes Supported

One place to remote in to a machine and trouble shoot issues
Active Directory functionality
IT support personnel can log in as well

Innovative Uses

Ping and verify IP addresses
Install service on new machines throughout network
There is a plethora of options in DameWareRemote Support, too many to pin down to just one thing

Future Planned Uses

Also remote in to our Anti-Virus server to install anti-virus on new PCs.
Watch a user when they are attempting to remote in from home and help troubleshoot their issues.

Likelihood to Renew

10

I have had a very good experience with DameWare Remote Support. Their customer support is also top notch when first beginning to use the product.

Products Replaced

Yes - Kaseya and our support tech left and took the Kaseya license with him. The new tech support team that I used was familiar with DameWare Remote Support and highly suggested that I use that program. I found it much easier to use than Kaseya and was glad to make the change.

Key Differentiators

Product Features
Product Usability
Third-party Reviews

Backup support personnel had experience with DameWare Remote Support and recommended that we use this product. We purchased enough licensing for all three of us using it. At the time there was not a program in place to remote in from offsite and we definitely needed something to help with the 24/7 that is required by the IT department.

Evaluation Lessons Learned

I would make the same decision. I don't believe that I would change the move from Kaseya to Dameware Remote Support. I didn't look into the pricing of Kaseya but felt that DameWare Remote support was a reasonable price with the yearly maintenance fee being within my budget requirements. Maybe might have made the move earlier given the opportunity.

Implementation Rating

8

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.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Yes - I first installed on my main IT Computer. Worked with using it, which included synchronizing the license. I then put it on my computer that I use at home to remote in to the office. I then installed it on the IT Support computer for the tech's that provide my support to utilize.

Change Management Lessons

Change management was a small part of the implementation and was well-handled - Getting a program like DameWare was easier to install and implement than I had imagined. It didn't take me long to begin adding machines and using the software. When I did have a problem DameWare support was helpful in assisting me with troubleshooting my issue. I would say the only downside was the person that assisted me was from Malaysia, which made her a little difficult to understand. As well as the time difference between the two countries.

Implementation Issues

Figuring out why I got a Winsock error when trying to install it on new machines. That error is caused by two things. Not having a static IP address and the firewall being turned on.
also, need to make sure that you have Administrative rights to the machine you are trying to connect to.
Like I mentioned before, support came from a different country which was disappointing.

Support Rating

10

While, this seems like a redundant question that is asked in every module of this review. It is a good investment and the ease of use is primarily the main driving force. Like I said before, the cost savings and time management have been the assets as well. I would recommend it for any IT department.

SolarWinds Dameware Remote Support (DRS) Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

No - I don't usually feel that I need it. We are a very small rural hospital with pretty extreme budget constraints. Between myself and my two tech support guys we can usually figure out among us what the issues are. Maybe the bigger hospitals with more machines and clients to support may feel that it is a good investment. I only have 53 machines and can more often than not figure my team and I can figure things out.

Bug Resolution

No

Exceptional Examples of SolarWinds Dameware Remote Support (DRS) Support

The one and only time I had an issues, I got a call immediately. Like I said before the person was in Malaysia and was a little hard to understand. However, her knowledge of the product and what was causing my problem was top-notch and the issues was resolved very quickly.

Usability

10

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.

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar	None

Easy Tasks

I have loaded DameWare Mini Remote and have added the machines on my network so I can sit at my desk and problem shoot which is helpful in daily time management.
My support people also have access to DameWare which makes it easier to assist the hospital in times of my absence
I also allows me to logon concurrently with a client and see what they see when they are having issues

Difficult Tasks

I haven't found any portion of the the DRS too difficult also it is easier to add a PC using Mini Remote rather than install the program for the full module
You do have to have a static IP set for the machine you are trying to connect to
And have the firewall turned off during installation

Simplify your world with DRS!

Software Version

Modules Used

Overall Satisfaction with DameWare Remote Support