DameWare to the rescue
July 31, 2015

DameWare to the rescue

Anonymous | TrustRadius Reviewer
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.

Pros

  • 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.

Cons

  • 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
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.
One key item to consider is the user base. Are they typically all on the network where you can access them directly or is the majority of the workforce you are supporting with the tool remote? If they are always remote, I would probably seek another solution. There are solutions that have the client check in component allowing you to connect as needed without the user having to use a provided link. This may be for support or for updates, etc., that the admin needs to do.

SolarWinds Dameware Remote Support (DRS) Feature Ratings

Remote Administration
8.2
Screen sharing
9
File transfer
Not Rated
Instant message
8
Secure remote access with Smart Card authentication
Not Rated
Over-the-Internet remote session
8
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
Not Rated
Remote Active Directory® management
Not Rated
Centralized management dashboard
8
Multi-platform remote control
8

DameWare Remote Support Support

Support could be a bit better in terms of the information online about the case but overall I feel they provide good support compared to other vendors I have worked with.
ProsCons
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.

Comments

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