DameWare to the rescue
July 31, 2015
DameWare to the rescue
Score 7 out of 10
Vetted Review
Verified User
Software Version
11.1.0
Modules Used
- Mini remote control
- Dameware server
Overall Satisfaction with DameWare Remote Support
Our organization is using DameWare Remote Support to provide more timely desktop support to users both inside the network and remote. Using this tool allows us to connect to their desktop without having to get up and walk across the building and be away from our complete toolset. We are able to also connect and support users out of the office using the DameWare Server Internet proxy component.
- DameWare Remote Support allows us to connect to the desktop of a user very easily and quickly. It can be configured to use different levels of security making it both fast and secure.
- DameWare Remote Support can be deployed to all computers in the environment quickly using the built in capabilities of DameWare.
- DameWare provides the ability to get system information as well using the full client not the mini remote control. This is handy in finding running services, events logs, etc and all based on our AD structure.
- It would be nice if the installed agent would be able to check in with the server so that I can connect to laptops, etc that have the agent pre-installed for when they are off network.
- DameWare could do better with the mobile app. I cannot connect in from the outside with the mobile app to provide quick support if needed. This kind of defeats the purpose of a mobile app. If I am on the network, I probably have access to my workstation.
- Better customer service from IT with DameWare
- More efficient IT operations. IT team members can work on a users computer while watching/completing other tasks at their desk
- More information is available to IT without interrupting a user
- Sysaid,Kaseya IT Center
We chose DameWare due to price and it's integration with our selected help desk application. I have used several other competing products in the past. Some of them offer the ability to connect unattended on and off network which is nice, however, those solutions also have a much higher price point. We couldn't justify the cost when the majority of our need is for devices on the network. Overall DameWare has some room to grow when stacked against some other products but I don't know that it is intended to be a direct replacement as the other solutions are typically a part of a much larger package that cannot be purchased as a standalone item such as DameWare.
SolarWinds Dameware Remote Support (DRS) Feature Ratings
DameWare Remote Support Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Quick Initial Response | None |
Yes - We have a support contract to be able to get updates as they are released as well as get support from their support team rather than just the community.
During the trial period I was able to get great support and time devoted prior to committing to purchase anything. I was surprised at the ability to get full support during trial.