Great product, lots of features, AWFUL support

Support has improved since I wrote my first review. I'm happier with support now than I was in the past. I'd rather use a less-robust product with excellent support than a great product with lousy support. Splashtop was never "lousy", but my last few experiences have been terrific. There are some things the product will not do, but that's beyond the scope of support.

A business's IT support team or an IT consulting firm would do well with this as a remote access tool. From my experience, the support is ABYSMAL. The support people clearly do not have full command of business-level English, and they seem to take several rounds of communication to understand the points of certain messages. In some circumstances, they understand the problem, but simply can't fix it. They have no phone access or real-time remote access support. Isn't that HILARIOUS considering they MAKE a remote-support product? If they could fix their support, I'd be MUCH more thrilled with them. The product and service are great when they work. God help you if you need help.

We have it on almost 200 machines unattended, customers are used to it, we like it, it does the job well.

I from years ago, when we first started using Splashtop, that we were satisfied. We did a lot of it ourselves, and we've been using remote support tools for decades, so we already knew the mechanics. There wasn't that much to it for us.

It was just right. We have pretty simple needs, and Splashtop seemed very similar in structure to other products of its type. We like Splashtop better than we liked our previous products over the decades.

I wish there was a 9.5. :) It's a bit difficult still on Android and iOS. It's been made a bit simpler in the past year or two for Mac users than it used to be. Navigation is a little clunky with iPhones and Android phones, but we get past it. If that's the worst to report, that's pretty darn good. :)

I bought service for 250 unattended machines. I anticipate the next level will be very expensive, so I may stop at 250. It works very well for our needs. Only recently have I needed to add a second team to add a group of computers, but it's all been great.

I recall one outage, and it wasn't very long. We use QuickAssist when someone's having a problem connecting with Splashtop on a Windows machine. Fortunately, that doesn't happen very often. QuickAssist is for the QUICK Assist. Splashtop is far better for addressing more complex support needs.

I've found occasional speed bumps and disconnects that are annoying. I don't know who or what to blame. If there was a way for Splashtop to survive through dropped packets, that might help. A tool like Microsoft Remote Desktop disconnects far more easily than Splashtop does, but Splashtop sometimes requires three to four sessions, or at least shows 3-4 sessions in the logs/reports for a given support call.

It was a long time ago, but they were helpful in choosing the right package for us. It ain't cheap, but it's given great ROI.

Support has improved a lot, so that helped. :) I don't recall having needed much else.

A colleague got a significantly better deal that did not allow him to use Groups. His savings/pricing was far more attractive than mine was. I tried to get that from sales, and they told me it was not an option. That was disappointing.