What to use when uVNC isnt enough anymore
September 13, 2017
What to use when uVNC isnt enough anymore
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control
Two primary purposes:
1. Remote IT support for clients on service contracts
2. Remote management of prototype equipment, some in remote locations.
1. Remote IT support for clients on service contracts
2. Remote management of prototype equipment, some in remote locations.
Pros
- When a client has a computer question or problem they can quickly open a support session and get our help.
- We pre-install the support client on all of our development and testing computers. This allows us to easily monitor them from a central location.
- Remote support installed on all PCs we have service contracts for allows for easy off-hours updates and maintenance..
Cons
- It really needs head-less support - SSH terminals. Many of our most advance applications are running of Linux, BSD or even OS X computers with no monitors. So the GUI desktop is not even installed. We currently contract a separate product for this. If they add GUI support similar to ConnectWise, we will drop ConnectWise.
- Biggest complaint is it's too many steps to install remote support.
- ROI is huge. ConnectWise Control has "saved" us the cost of return shipping defective hardware, or a field service call under warranty.
- The remote support feature lets us go after alternate revenue streams we could not touch without the ability to do off-hours support. Our staff do our IT contracts at night and on weekends for bonus pay, from home or wherever they are. Everybody wins!
- Software testing is key to shipping a product that works. With remote support we can easily execute tests, updates, or read debug logs. Some test sites are in remote (unpleasant) locations. Testing would have been minimal or skipped entirely without this system.
- While we are not an "IT" support company, our clients love that we can easily help them with whatever little annoying problems they have. Our experienced staff can usually diagnose a problem on sight, and fix it in a few keystrokes. It adds a new level to "value added" service.
We are consultants at heart. We keep watch on what products are out there. We have previously (and still) use uVNC for this role. It works great and is free. But lacks support for multiple platforms, including more remote control options (iOS and Android).
Other services work compareably well. But. ConnectWise offers a stand-alone server version, which means when we start to grow (or develop security concerns) we can move the whole thing to our own server.
That will reduce our costs for this product and/or give us full control over access to data. This ability is not commonly found with any other product.
Other services work compareably well. But. ConnectWise offers a stand-alone server version, which means when we start to grow (or develop security concerns) we can move the whole thing to our own server.
That will reduce our costs for this product and/or give us full control over access to data. This ability is not commonly found with any other product.
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