Item: Splashtop
Rating: 9
Author: Brian Curtis

Use Cases and Deployment Scope

We use Splashtop SOS to provide support to clients, assisting with email account setup, misc. account access, as well as remote training regarding website management. We have customized the SOS application to match corporate colors/logos to ensure trust and brand recognition. We also use Splashtop Unattended Access to manage remote workstations in other office locations.

Pros and Cons

On-demand remote support
Remote device access
Remote one-on-one training

Speed of client application in obtaining authorization code.
Remove notice from customized SOS application that has to be explained to clients.
Minor interface improvements (i.e.: toolbar icons/descriptions when connected to remote devices)

Return on Investment

Cheaper than TeamViewer for our scenario.
Performance is near on par, if a little bit slower, than TeamViewer.
Interface (for the host) is a bit less polished than TeamViewer, but still completely useable.

Support Rating

In all instances where we had to contact Splashtop support (via email), response times were average with up to 24-hour turnaround. Many instances of same-day response times. I have not needed to attempt contact via telephone.

Splashtop Security

I have not delved deeply into Splashtop's security, so most take their word for it. As it's primarily used for one-time, on-demand support requests, I fully trust the end-to-end security. Once disconnected from a remote device, you no longer have access to the same device using the same support code (support code is randomly generated every time the SOS app is started on the client device). Unattended client access security seems robust enough and I have not noticed any application-specific targeted attacks in our firewall logs.

Onboarding with Splashtop

As I did not require any pre-sales discussion, onboarding was instant after selecting the appropriate subscription and paying for a said subscription.

Products Replaced

Yes - We replaced TeamViewer with Splashtop. Saved around 40% annually in our case. While TeamViewer is a bit more polished around the edges and might have a slight performance edge, it's far from worth the additional cost in our usage scenario.

Key Insights

Do you think Splashtop delivers good value for the price?

Yes

Are you happy with Splashtop's feature set?

Yes

Did Splashtop live up to sales and marketing promises?

Yes

Did implementation of Splashtop go as expected?

Yes

Would you buy Splashtop again?

Yes

Likelihood to Recommend

Splashtop is fantastic for one-on-one remote support/training where the screen, mouse, and keyboard are shared between host and attendee (great for hands-on support/training). The unattended access features are also great for managing remote devices where a user may not be present. The main application and associated interface are well laid out and easy to use (appreciate the device grouping capability for unattended device lists). The customizable SOS (on-demand support) application is a welcome feature. However, there's a strongly worded message that appears when this application is executed on the remote device stating the application has been customized (provides the name and email address of the technician) and should only be run if trusted. Since this application is created by and hosted on Splashtop servers directly, this "scary" warning is a bit overkill in my opinion and I have to explain this to clients on occasion. Splashtop is not a multi-user presentation/conferencing software (i.e.: Teams, Zoom, etc.), nor is it marketed as such.

Key Differentiators

Price
Product Features
Product Usability

Splashtop Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Support understands my problem Support cares about my success	None

Premium Support

Premium support is not offered, as far as I'm aware.

Bug Resolution

Yes - Issue was resolved in the next product release, a few days after reporting the issue.

Cost-effective alternative to TeamViewer. Does what's advertised.

Modules Used

Overall Satisfaction with Splashtop Enterprise