I love it!
July 17, 2015
I love it!
Score 10 out of 10
Vetted Review
Verified User
Software Version
11.1.0.170
Modules Used
- Remote Control and Services View
Overall Satisfaction with DameWare Remote Support
As the only IT person supporting 48 locations around the city, I use it to look at POS terminals, menu board players, and access remote PCs. It is a first line troubleshooting [tool] and usually a final resolution. I can remotely start services without affecting the operation on the end terminal.
- On my POS terminals, there is an issue where a service does not start a lot of the time. I can restart that service without having to go to the location or even remote into the terminal and stop what the users are doing to start it.
- I will get calls about a menu board not being right, I can remote in and look, then fix if needed, without having to go to the location, plug in a keyboard/mouse while standing in everyone's way.
- Being able to look at the event log without stopping operations is invaluable. I can tell when the terminals were restarted when they shouldn't be and then I know the reason for any issue that have happened.
- I have had issues with the remote shutdown.
- Better customer service and mileage for me. I can fix a lot of issues without having to go to the location.
DameWare Remote Support is small and simple. Microsoft System Center Configuration Manager does a lot more but is a lot bulkier.
SolarWinds Dameware Remote Support (DRS) Feature Ratings
Using DameWare Remote Support
1 - IT
1 - None. It works without issue.
- Remote Support
- Remote Services View
- Transfer files.
- Remote event viewer.
- Did not expect to be using the remote services start, so glad it has it.
- Did not expect to be using the event view as much as we are.
Evaluating DameWare Remote Support and Competitors
- Price
- Product Features
- Product Usability
- Prior Experience with the Product
I had used it at two previous locations and already know that I had to have it here. Good price and exceptional ease of use.
I wouldn't. I had used it before and knew what I wanted. There was no evaluation or selection process, it had already been done by years of use.
DameWare Remote Support Implementation
- Implemented in-house
Change management was minimal
DameWare Remote Support Support
| 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 |
I don't think I have had a time that I needed to call support. The software just works.
Using DameWare Remote Support
| 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 |
- Remote support, click, click, in.
- Services, click, load, start.
- None.
- Super easy to use.
Yes - It doesn't work on my Galaxy S6 very well.