Remote support at your finger tips

Pros

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.

Cons

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.

One of the best remote take-over tools out there!

I have used LogMeIn Rescue for several years on a daily basis and have yet to come across a remote take-over tool that is as user friendly as this one. The learning curve is quite low, which makes it a great tool for most Service Desk environments! The lay-out is very clear and easy to understand and use and security-wise it's one of the most secure tools. I have worked with some European countries that have quite extensive checklists regarding security and LogMeIn Rescue was able to tick every box. Having done some comparison research for a recent project we were running, I can honestly say LogMeIn Rescue is one of the (if not THE) best back-for-your-buck remote take-over tools out there. Their reporting function could be improved/upgraded, but I won't even rate this against the tool as, in my experience, this is on the lower side of requirements for any remote take-over tool. I highly recommend LogMeIn Rescue to anyone looking for a great remote take-over tool. I can honestly say you can't go wrong and will not be disappointed!

Pros

The lay-out of the tool is very clear and user friendly.

Cons

Reporting function could use some improvement.

Absolute necessity for our Tech Support office

Our Tech Support office has used LMI Rescue for around a decade, and it is one of the most valuable tools we rely on every single day.

Pros

This program is very easy for our staff to use, and very easy for the customer to initiate a support session. The ability to transfer client sessions between Tech Support reps is great.

Cons

I wish the limit was higher as to the number of active sessions a user can have at one time. If I need to connect to 30 different computers at a time, I cannot. I believe the max limit is currently 20.

LogMeIn Rescue - Essential Support Software

Essential. I couldn't possible envision doing my job properly without it. Before this software, I used to drive to my client's locations and help them out of a jam, now they know I am just a couple of clicks away. It's the one annual expense I have that I am always happy to spend.

Pros

In my industry, I tend to the needs of users inside the office and outside. LogMeIn Rescue seamlessly allows me to take over my users computer and address their needs wherever I happen to be. Quite frankly, it is the most important software I use. Not only can I control the user's computer remotely, but the Rescue console also allows me to peak inside the file directory. This allows me to move and transfer files directly between our two computers.

Cons

It's not cheap! There are alternatives that are significantly less expense, however, you get what you pay for. Rescue is robust and the extra money spent is certainly worth it. Additionally, in order to acquire full control over the user's computer, there are a couple of steps that need to be explained to the user. While most find these steps intuitive, some of my older clients find it difficult. Sometimes patience and familiarity with the Rescue commands are required to get your client on board with you.

Good, could be better, and the support is lacking

Pros

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.

Cons

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.