TrustRadius
I mostly love DameWare!
https://www.trustradius.com/remote-desktopDameware Remote SupportUnspecified8.590101
John Knierim profile photo
Updated July 17, 2015

I mostly love DameWare!

Score 9 out of 101
Vetted Review
Verified User
Review Source

Software Version
11
Modules Used
All

Overall Satisfaction with DameWare Remote Support

I use the product across the whole organization. The problem it solves is the ability to connect remotely to both PCs and Macs while the user is still logged in.
  • Can connect to many operating systems using different protocols
  • Uses a variety of authentication protocols
  • Easy to configure
  • The UI is a little clumsy
  • Having to launch a new window after ending the last session does not make sense to me
  • It has always been a real pain to login to their website for updates
  • Increased employee efficiency
  • Better customer service
I have only used Microsoft Remote Desktop Protocol (RDP) and various flavors of Virtual Network Computing (VNC). DameWare is hands down the best out of all of them.

Dameware Remote Support Feature Ratings

Screen sharing
10
File transfer
9
Instant message
Not Rated
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
Not Rated
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
8
Centralized management dashboard
Not Rated
Multi-platform remote control
Not Rated

Using DameWare Remote Support

Users and Roles

2 - IT

Support Headcount Required

1 - Familiarity with remote desktop and authentication protocols.

Business Processes Supported

  • Having to log in to a end users computer to do support while they are still in their session.

Innovative Uses

  • I can use it on Macs as well as Windows PCs.

Future Planned Uses

  • I eventually would like to use it as remote support outside of our network.

Likelihood to Renew

10
I like the product and it meets my need.

Evaluating DameWare Remote Support and Competitors

Products Replaced

Key Differentiators

  • Product Reputation
  • Prior Experience with the Product
  • Vendor Reputation
  • Third-party Reviews
I have used the product in other jobs and found it to more than meet my needs

Evaluation Lessons Learned

I feel like my evaluation process was more than sufficient

DameWare Remote Support Implementation

Implementation

8
None that come to mind. I installed it, configured it and use it daily.

Implementation Details / Implementation Partner

  • Implemented in-house

Implementation Phases

Change Management Lessons

Change management was minimal

Implementation Issues

  • No issues that I can remember.

DameWare Remote Support Training

Training Types Used

  • Online training
  • In-person training
  • Self-taught

In-Person Training

9
It was excellent

Online Training

9
The videos were more than sufficient to learn the product

Ease of Dameware Remote Support Training

Yes it was easy to learn. Not sure if this is appropriate for other users since I am not aware of their level of understanding to begin with

Configuring DameWare Remote Support

Product Configurability

9
The configurability is just right

Configuration Lessons

Read the documentation

UI Customization

No - we have not done any customization to the interface

Extensibility and Customization

No - we have not done any custom code

Additional Customization Considerations

Not really

DameWare Remote Support Support

Support

8
The only issue I have is logging into the website for updates.

Dameware Remote Support Customer Support Pros and Cons

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

Premium Support

Yes - Makes sense

Bug Resolution

Exceptional Examples of Dameware Remote Support Support

Every time I have needed a password reset for their website they were efficient and friendly.

Using DameWare Remote Support

Usability

8
It is fairly easy to use. I would imagine that a person would have to have a level of technical background to even want this product.

Usability Pros and Cons

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Quick to learn
Convenient
Feel confident using
Familiar
None

Easy Tasks

  • The finding and listing of all Windows computers in the domain

Difficult Tasks

  • Having to reopen a window after closing your last session

DameWare Remote Support Reliability

Scalability

8
Because I think it is fairly scalable across an enterprise network

Reliability and Availability

9
It has never failed me

Performance

9
The application always seems responsive to me

Integrating DameWare Remote Support

Ease of Integration

9
Very easy to read the documentation and implement

Systems Integrated With

  • Windows active directory
Hard to measure the "depth". It was very easy to achieve

Future Integration Plans

  • No
Not applicable

Types of Integration

  • Single Signon
No

Integration Lessons Learned

None at this time. The whole thing is self-explanatory

Relationship with SolarWinds

Pre-Sale Experience

9
Always helpful and timely in their responses

Post-Sale Experience

9
Very easy. Easy to contact and discuss issues

Key Negotiation Points

The price

Dealing with SolarWinds

Not really

Upgrading DameWare Remote Support

Upgrade Process

Yes - It went very smoothly

Upgrade Benefits

  • Subtle refinements to the product, not major benefits

Anticipated Benefits from Future Upgrades

  • Not sure at this time

Migrating Between Editions

Future Edition Upgrade Plans