Item: LogMeIn Rescue by GoTo
Rating: 7
Author: Verified User

Use Cases and Deployment Scope

We use LogMeIn Rescue as a company to better remotely support our workforce. Although it's initial intent was to be used for those workers not on site, we have found it convenient enough to begin using the tool even in lieu of walks to different parts of the building. The main issue it resolved for us is efficiently diagnosing and resolving helpdesk tickets opened by remote users.

Pros and Cons

Remote desktop access.
Remote file access.

Pricing is always an issue, costs do matter and there is competition in this space.
There is no asset management.

Return on Investment

LogMeIn Rescue has allowed us to address remote tickets in a more timely manner.
End users are less frustrated when they don't have to read of what is on the screen constantly.

Alternatives Considered

TeamViewer, ConnectWise Manage and ConnectWise Control (formerly ScreenConnect)

We felt that TeamViewer was not as secure as the other offerings and that ConnectWise was too expensive and more than what we needed. LogMeIn Rescue currently fits in between, with OK pricing and a bit more trust from our end. As this software space matures we anticipate revisiting our choice of solution regularly over the coming years. Remote control software is not something that has a lot of inertia in an organization, so it is a fairly simple matter to switch to another.

Support Rating

I have honestly not had the need to contact support too much, which is always a good thing. I will say that while I felt they were competent I wasn't especially impressed as I have been with several other tech companies. They are far from the lowest level technical support I have encountered, however. I would say that if you find yourself calling support frequently with a product like this you may have selected the wrong solution for you.

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?

Yes

Did implementation of LogMeIn Rescue by GoTo go as expected?

Yes

Would you buy LogMeIn Rescue by GoTo again?

Yes

Other Software Used

Apache Web Server, MS SharePoint, HelpSpot, Splunk Cloud

Likelihood to Recommend

I feel that if you have relatively few remote users and are not looking for a complete remote management and monitoring suite that LogMeIn rescue is a fine choice. That said, there is competition in this space so there are a lot of options at all price points. Those who have more of a remote workforce and are looking to automate patching and get a higher level of reporting should be looking at a more comprehensive piece of software than LogMeIn Rescue.

LogMeIn Rescue is a solid choice for those with basic remote support needs

Overall Satisfaction with LogMeIn Rescue