Remote Utilities for Helpdesk

[Cambridge PC Support]

Yep, pretty poor for something that's so expensive. Maybe when it's more matured it'll be worth a look.

Ammyy is my current fave at about a tenth of the cost.

 

[conrad78]

Yeah I see it when im logging in as admin, uac blocks me when the user is standard (as usual), but only tried quick module so far.

This won't work with Quick Connect, because it runs as an application. Only with installable RUT-Server.

Thank you for the offer about holding the discount for me. I appreciate that. Tell me about future versions. Will you guys be charging for upgrades in the future etc? If so how much would you be looking at charging?

We provide free upgrade to minor versions (5.x), discounts for major versions to existing customers (not sure the specific amount, but probably somewhere between 30%-50% off of the price for the new version). Finally, we are planning to introduce software maintenance plans.

So you see that every thing quite standard for the software industry.

Edit: So lets say a person thats logged in as a limited user runs my customized quick module. I connect to them and realize its standard user instead of admin. What would be the best way to gain admin access? I could always just have them change user manually i guess

Sorry, we can't teach you how to gain admin access/elevate rights if the remote user can't (or doesn't want to) do so ) That's a little bit different topic than discussed here.

Quick Connect is supposed to be the tool to help the current user in a current session. If you want to have full access to the remote PC you to install the RUT-Server. And you need administrative rights for the service to run as a SYSTEM account. This is not us - this is how Windows work.

 

[conrad78]

It's your money; spend it how you like. It just seems to me that the two mandatory features of remote support are Reconnect-on-reboot and Reboot-into-SafeMode. Without both of those fully integrated, the product shouldn't even be available for download much less priced comparably with one of the industry leaders.

As I said previously, Reboot-into-Safe-Mode is already implemented and will be available in the nearest update.

Reconnect-on-reboot needs clarification. Do you mean auto-start of the application (i.e. Quick Connect in our case) or a service?

 

[conrad78]

Not harsh at all. Those are the two features that I consider absolutely necessary for remote support. If you don't have those, you're just doing "screen sharing" and there are hundreds of free programs that will do that.

Probably, I need to clarify a few things. Because every time the word 'TeamViewer' sounds, people seem to turn off their logic.

Here's the comment I made in the comments to yesterday's promotion at BDJ. It will put the things straight and you won't probably call us 'screen sharing application'.

--
Hi Peter,

Sorry, but I didn't understand your point. If you consider our product for home use (Home license) and think that free TeamViewer is better for your needs, then you are free to use TeamViewer.

If you consider using our product for Helpdesk, then you can either purchase our Helpdesk license for $350 here this day, or purchase TeamViewer Corporate (~ $2500) or at least Premium (~ $1500) , because TeamViewer Basic ($850 has too many restrictions that Remote Uitlities Helpdesk doesn't have. Such as the ability to configure MSI file, using address book (called TeamViewer manager) or licensing Viewer machine (with TeamViewer Basic you are bound to one physical viewer machine).

[Color depth or resolution is not that great a concern if all you want is to sort out a few things on the remote. ]

Yes, if we are talking about Home or Helpdesk market. But neither of these is our primary market. Our primary market is network administration for companies with hundreds and thousands of PCs. When you need a fast tool capable of connecting to local machines by local IPs, with seamless Active Directory integration and Windows authorization. This is where our product truly shines.

And yet, we made available two additional versions (licenses) - Home and Helpdesk tap into those markets too. We match TeamViewer on their own market, and are better on price terms. Whilst you can ask any network administrator will they use TeamViewer to administer their local network, or would they rather prefer Radmin, or Dameware or Remote Uitlities for that matter - the answer will be obvious.

---

Thanks.

 

[MobileTechie]

So are you saying the product is not aimed at the helpdesk market?

Just wondering because people here are in the helpdesk market primarily when it comes to remote working.

 

[MobileTechie]

Reconnect-on-reboot needs clarification. Do you mean auto-start of the application (i.e. Quick Connect in our case) or a service?

I don't it necessarily matters how it's implemented. You just need to think about how the average self-employed tech uses these remote apps. They may get a call from a member of the public with a virus. Removing that virus may involve getting a non-techy person to get the remote system working, getting into safe mode with networking and rebooting multiple times. So a remote app needs the ability to facilitate and survive all of that, ideally without extra steps.

Instanthousecall for example does this very well and also integrates online payments too which is very handy for us techs.

 

[conrad78]

So are you saying the product is not aimed at the helpdesk market?

Just wondering because people here are in the helpdesk market primarily when it comes to remote working.

I said that this market is complementary to our primary market.

 

[conrad78]

I don't it necessarily matters how it's implemented. You just need to think about how the average self-employed tech uses these remote apps. They may get a call from a member of the public with a virus. Removing that virus may involve getting a non-techy person to get the remote system working, getting into safe mode with networking and rebooting multiple times. So a remote app needs the ability to facilitate and survive all of that, ideally without extra steps.

Instanthousecall for example does this very well and also integrates online payments too which is very handy for us techs.

That's why we are here - to learn more about your needs And we already got several very valuable feature suggestions. Thanks for that.

 

[TechLady]

Hey Conrad-

Been meaning to say thanks for the time you spent showing me around your product. Though Logmein currently works a little better for my needs at the moment, I just wanted to thank you for the personal attention with your product.

 

[conrad78]

Hey Conrad-

Been meaning to say thanks for the time you spent showing me around your product. Though Logmein currently works a little better for my needs at the moment, I just wanted to thank you for the personal attention with your product.

Glad to hear that, Angela Yes, Logmein is a great product, I agree. I'm sure it will work for you well.