Item: LogMeIn Rescue by GoTo
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

LogMeIn Rescue is being used to support clients worldwide by our technical support department. Clients call in and we log in to troubleshoot problems with their pc and the software we provide for them. I believe that the application is being used across a number of departments within our company, but not the whole organization. This allows us to only remote into client computers when assistance is needed.

Pros and Cons

Providing additional information, such as pc specifications, allowing us to understand hardware specifications and potential problems.
Remote reboot with login privileges so the client is not always required to be there to log in.
Security settings to allow/deny UAC to prevent certain actions.

The hassle of always having to verbalize a code to log in.
The status of computers does not always update (rebooting, on hold, connecting).

Return on Investment

It gets the job done for remote connections/file transfers for support.
Quick and simple connection methods that leave a great customer impression.
The licensing is costly.

Alternatives Considered

LogMeIn is the only product I have used so far. From what I can see, the core functionality is spot on with remote connections, computer information, and file transfers. The admin console is very useful, but I do believe the UI could be updated sometime in the near future. I think I would be looking at licensing costs when it comes to choosing an alternative.

Support Rating

I am giving it a 10 as I personally have never had to contact support. I have never run into any issues using this program. The only issue I have run into is when there is not enough licensing, but that is a separate issue. Overall, this is great product so far, with no issues.

Key Insights

Do you think LogMeIn Rescue by GoTo delivers good value for the price?

Yes

Are you happy with LogMeIn Rescue by GoTo's feature set?

Yes

Did LogMeIn Rescue by GoTo live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of LogMeIn Rescue by GoTo go as expected?

I wasn't involved with the implementation phase

Would you buy LogMeIn Rescue by GoTo again?

Yes

Likelihood to Recommend

Scenarios where LogMeIn is well suited would be when technicians can only log into the user's pc with permission. For example, only when assistance is needed, as there is other information that may be private for the client acting as a security feature. Overall, I believe it is more suited for client-based access.
It may be less suited to corporate/internal IT departments, as some may require 24/7 access in case of an emergency.

LogMeIn Rescue Review

Overall Satisfaction with LogMeIn Rescue