New Client would like full remote access to all workstations

[Majestic]

I have a new client I'm preparing a proposal for. I currently am in between remote support software, I previously was on TeamViewer with a shared license(s) with colleague and we have since parted ways. I'm looking for a balance between cost-effective and good performing software.

For the new client they would like to see all the stations I will see with whatever software I use. From what I see with Teamviewer on their pricing page I think it's $129 for an additional license but I'm not sure if that's what it's intended to do. In any case as I'm on the clock here rushing this proposal I'd like some recommendations from you all what would be the best solution. I regularly listen to the Mike Tech Show and he has mentioned Trend Micros Instant HouseCall. I'm not sure how that compared with Teamviewer but he says many great things about it.

Any advice or suggestions would be greatly appreciated!

Majestic

 

[kwest]

129 is for another workstation to be tempting from. The two will share the same channel so that means they can't both remote at the same time.

My current setup is my PC and one of my employees system has team viewer license but only one channel. So we have to make sure the other isn't using it. The 129 is to add a second workstation. We have about 40 pcs that re actively support with our two systems.

 

[gadgetfixup]

Is Instant Housecall affiliated with Trend Micro? I know Trend Micro had a product called Housecall but it's not for remote support.

 

[cypress]

No I don't believe it is. Although Trend Micro has a similar product called that. I love Teamviewer but I think Housecall would be the better option in this.

 

[TenYardFight]

Screenconnect for this.

 

[E Bell]

I also like ScreenConnect for this as you can set permissions to where your customer only sees/has access to their "SessionGroup". You can search the Forums here for the Pros and Cons of the software compared with others, but here are my top two: hosted in-house and the customization/branding available.

Here is a video that shows how you can setup the user roles and permissions mentioned above:

 

[Majestic]

I think I made a mistake saying it was from TrendMicro (Insant HouseCall) at any rate, I meant this one: http://www.instanthousecall.com/

All that said, How is ScreenConnect compared to Teamviewer for its features? How's the speed and is it based on VNC? Are there Apps for it? I think the price is much better than TeamViewer. That said, I'd like to know what you all think of it comparatively.. feature wise and by experience?

Majestic

 

[E Bell]

Coming from TeamViewer and looking at another product is like driving a Bentley and then looking for another automobile... I felt the same coming from Bomgar; however, at the time I couldn't afford either TeamViewer or Bomgar.

Here is a comparison put together by ScreenConnect: https://www.screenconnect.com/Compare-TeamViewer-Alternative. ScreenConnect also offers a free trial. I wasn't totally sold on the product until I installed it and started using it.

Again, my top requirements were price, branding/customization and self-hosting. I haven't had a problem with speed.

I've used a number of remote control programs throughout the years: ScreenConnect, Apple Remote Desktop, RDP, VNC (Real & Tight), Bomgar, TeamViewer, LogMeIn, Timbuktu, DameWare, NetOp, GoToMyPC, WebEx, MikoGo, PCAnywhere, InstantHouseCall. There are pros and cons to all of them, but I would say ScreenConnect is in the top.

Based on what you are looking for (or what you mentioned) ScreenConnect would be a great fit.

 

[bitznpcz]

+1 for ScreenConnect. I've been using it successfully for years. Self-Hosting has proved a problem on a couple of occasions as my server has been offline (my server was my office PC and I don't like to leave it on 24/7 ).

I have just bought a HP 260 G1 Desktop Mini PC for £100 and installed it on that. Runs very quiet and is economical to leave on 24/7. Much cheaper than a VPS/AWS etc.

I trialed a number of solutions before investing in ScreenConnect, but this was the best and cheapest option for me. There is also quite an active community on there forums and the SC staff are very responsive to problems.

 

[mrapoc]

I've put mine on a basic digitalocean. $5 a month max, always on and no leccy bills for me (for hosting it). I'd recommend doing the same!

 

[bitznpcz]

I've put mine on a basic digitalocean. $5 a month max, always on and no leccy bills for me (for hosting it). I'd recommend doing the same!

Looks like a good deal. I work mainly with schools and as soon as you mention Cloud Hosted services outside of the EU, the local authority auditors start to panic!! Looks like they have servers in London and Amsterdam so I may need to investigate...

 

[TenYardFight]

SC is awesome, but their current EULA doesn't allow for what E Bell suggested. I think that's dumb, as a concurrent license (we have paid for 5) should be good for a session no matter who you want to allow it.

SC would prefer you sell your client a separate installation, which is what I would do here.

Regardless, check it out. I had a full TV license and I'm missing nothing since I switched to SC.

 

[YeOldeStonecat]

Does this client have any servers? If so....add TSGateway role, or if they have a 2012 server add the Essentials Experience role. This way they use Remote Desktop Client....which of course is by far the smoothest, most responsive remote experience.

Else for our clients that don't have that, we default to adding them as a remote user in our N-Central server and they use the Direct Connect feature.

 

[Moltuae]

SC would prefer you sell your client a separate installation, which is what I would do here.

That's precisely what I've done, a couple of times, for two different customers. Works well.

I was concerned at first that I might only be able to install one unattended client on each PC (ie mine or theirs), but it turns out installing multiple SC unattended clients isn't an issue.

 

[E Bell]

SC is awesome, but their current EULA doesn't allow for what E Bell suggested. I think that's dumb, as a concurrent license (we have paid for 5) should be good for a session no matter who you want to allow it.

@TenYardFight thanks for pointing that out. SC's EULA http://help.screenconnect.com/On-premise_end-user_license_agreement_(EULA) states:

a. “Authorized Users” or “Authorized End Users” means You and Your employees and independent contractors. For a Concurrent Session License you may allow use by Your customers. You shall ensure that all such persons shall be bound by terms and conditions no less restrictive than those contained herein and are acting on behalf of You and not a third party. A breach by Your employees, customers and independent contractors shall be deemed to be a breach by You to the same extent.​

Disclaimer: They do mention "license pooling" and I would recommend reading the contract yourself and running it by SC before implementing.

 

[mraikes]

For self hosting, when Screenconnect says: "Each Concurrent Session License allows a single active session at a time." Does that mean I can connect to only one computer at a time? Or does it mean only one technician at a time, but who is then able to access multiple clients at once?

 

[Moltuae]

For self hosting, when Screenconnect says: "Each Concurrent Session License allows a single active session at a time." Does that mean I can connect to only one computer at a time? Or does it mean only one technician at a time, but who is then able to access multiple clients at once?

By 'session' they mean an active remote connection. You can add an unlimited number of remote computers and an unlimited number of remote users/techs, but the number of licences you have limits the number concurrent active remote control sessions.

 

[mraikes]

By 'session' they mean an active remote connection. You can add an unlimited number of remote computers and an unlimited number of remote users/techs, but the number of licences you have limits the number concurrent active remote control sessions.

Ah, that's what I was afraid of. Thanks!

 

[DataMedics]

Another option no one mentioned is SimpleHelp. The nice thing about it, is that you run your own server and it's only a one time payment for the software license. You, can then run the server software (which requires very little resources) on your end, then charge them a yearly subscription service fee.

It's quite full featured including the ability to do updates, transfer files, open ports, black out the client side screen, etc. I run it on a little Intel NUC and it works flawlessly for all my remote access needs.

 

[pceinc]

Why not VPN and RDP? One time purchase of VPN capable router if not already in place and RDP if all Windows Pro machines.