LogMeIn Rescue

I've used this product for many years since LogMeIn introduced it. First time I tried it I was really blown away with its ease of use and deployment. While it offers a wide spectrum of additional features, I mostly use it to remotely support my employees, who can't be visited at the given moment. It really is so seamless, that my users feel like I'm right in front of them, assisting them with the IT issues. Web-based interface for day-to-day support makes it really easy to initiate a remote assistance call. I also use it on the servers for remote support, as they are spread out around multiple locations. Very fair ROI on this product. I am looking to evaluate other LMI products in the nearest future.

Every so often I run into certain issues with LMI client application installed on my Apple computers. Usually, I'd have to reinstall the client to solve the problem. This never happens to the Windows LMI client application.

Most of the time I can connect just fine, and the speed is alright. There are a lot of options for delivering the connection info. There is good reporting, and the ability to capture screens, as long as we are working from the office, and strong APIs.

The support is not so great. There are always long holds for phone support that almost always have to be escalated, which means a callback at a much later time. Email support is 24-hour turnaround for every single email exchanged no matter the issue, and their answer is too often something ANYONE would have already tried.

Works very well when ad hoc access required. Full feature set including file transfer and ability to remote control and configure certain elements of mobile phones.

Quite expensive but you get what you pay for. Unattended access is quite difficult to deploy but works well once done.

Logmein works and works well. I use several remote control products and Logmein is the one that I use if I know that keeping the connection is critical. It's especially useful when the user a laptop that doesn't initie the WiFi connection until after login. The product can be configured to cache credentials and login automatically.

The price is definitely the highest for all the remote control products that I use. I use Logmein sparingly because I only purchased one license. For general day to day use, I use other less expensive products.