Item: LogMeIn Rescue by GoTo
Rating: 10
Author: Matt Van Winkle

Use Cases and Deployment Scope

We are an IT consulting company and use it to remotely access client workstations and servers. It allows us to handle many troubleshooting scenarios remotely rather than traveling on site. The Rescue Agent is great for installing updates and being able to work on a remote computer without requiring the end user to be at their desk.

Pros and Cons

Unattended Remote Access.
Quickly get a new user/computer to connect. We typically use the 6 digit code method and direct users to logmein123.com.
Gather statistics on a remote computer such as services installed and running, disk space, and other metrics.

Better support for servers with unattended access. The unattended access works well, but occasionally will get disabled or uninstalled on servers and needs to be reconfigured.

Return on Investment

Having a remote access tool we can trust allows us to spend less time traveling to clients. This is a cost savings in travel expense and time. The time saved on traveling can be spent doing productive work.

Usability

LogMeIn Rescue is easy to start and use and does not consume resources on your computer slowing it down.

We are also often providing support for non-tech savvy end users who might have a hard time downloading and installing remote access software, especially when firewall warnings start to appear. LogMeIn Rescue's process is intuitive and easy to follow for our users.

Support Rating

To be honest, I don't recall ever having an issue with LogMeIn Rescue not working. I am giving a 10 rating because I have never had an issue requiring support.

Alternatives Considered

TeamViewer, GoToMyPC, Join.me and Chrome Remote Desktop

We have used Team Viewer, GoToMyPC, Join.me, Chrome Remote Desktop, RealVNC, Windows Remote Desktop and the regular LogMeIn.

For end-user support, LogMeIn Rescue has worked better than any of them. Several of these are not good when users do not already have the client software running on their computer. Others are hard to configure/setup and others only work on specific platforms (i.e. Windows but not Macs). LogMeIn Rescue has worked well for us on Windows and Mac computers and has always been found by our clients to be easy to use.

Other Software Used

Visual Studio IDE, Microsoft SQL Server, Microsoft Office 365

Likelihood to Recommend

LogMeIn Rescue works great when providing technical support to end-users. We are a software consulting company that supports many end-users who are not always tech-savvy. I have used other remote access tools in the past which were cumbersome or complicated to get non-tech users to connect. LogMeIn Rescue works every time and is simple and easy to use.

When installing updates on remote computers, it can sometimes take several hours and you often need to restart the computer. The unattended access feature works great in allowing the end user to not need to be present at their desk while we do our work.

How LogMeIn Rescue has made our company better

Overall Satisfaction with LogMeIn Rescue