ScreenConnect or Remote Support System?

technibbling

technibbling

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LMI and Teamviewer are just a little too much.

ScreenConnect: $300
Remote Support System: $349
remotesupportsystem.com


I've read a lot about ScreenConnect and have tried it. I love these features from RSS that SC does not have:
- Collects client contact information (for billing).
- Tracks session time, even across multiple reboots and displays timer in the top-center of the client's display. No guess work on how long you spent working.
- Auto-generates an invoice for the session and emails it back to you and, or the client upon completion. New in version 1.4, the ability to completely customize your invoice and accept credit cards as payment.

DOES ANYONE HAVE EXPERIENCE WITH RSS?

Looking forward to hearing any comments.

Respecftully.
Benjamim Orozco
alhambracomputerservices.com
 
Let me first of say that I am an AVID SC user and participate with many of the pre-release and do a lot of bug testing for them so take this how you will.

I had tested many of the remote support software out there and also did test RSS. Here is what I didn't like about RSS

RSS is based on a modified VNC.
RSS left program files left over after disconnection.
RSS had it's last update over 100 days ago....seems to not be updated very frequently and not many new features are added.
RSS has no mobile connection options(critical in my business where I need to connect with a server acting up when away)

Here is why I liked SC:
-Programmers are actively involved with the customer base to find out via forums what they want and help them integrate the SC sessions into their own software.
-Many updates and they even let you participate in their pre-release(beta) stages of their software.
-Always adding tons of new features!
-mobile connection options
-And last but most important is the ability for Unattended installations!

I have dealt with a lot of software vendors over my career and have to say SC falls in the #1 or #2 spot for best software vendors to deal with.

Now at this point it sounds like I am a huge fanboy and kind of am. If you were to make the decision between teamviewer and SC there would be a much less differences list. The only thing that kept me away from teamviewer was the high pricing.
 
I used RSS for awhile and I've tried many others as well. My issue with RSS was that it was a bit cumbersome working with the client at times compared to some of the hosted services such as Logmein and GoToAssist. On the other hand, I prefer a self-hosted system as I don't like the constant fees of a subscription based payment model.

I interviewed Jeff on The Force Field and we discussed some of the differences between ScreenConnect and VNC-based systems such as RSS. Part 1 of the interview was released last night. It may help provide more information to help you decide which way to go. The link is in my sig.
 
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Another option is http://www.helpdeskvnc.com/ It is VNC based but the price is very reasonable if you buy the licenses at the same time.
$125 for the first support person
$85 for the second support person
$55 for the third support person
$34 for the fourth support person
I have done some testing with the software and it seems to work well, even in windows 8.

I am still using my customized version of SCPrompy VNC for my support and it seems to be working well. I only considered helpdesk VNC before I had the bugs worked out of my customized SCprompt.
 
Just wanted to add my comments.

Bumpy at first just a bit but we really have enjoyed Screen Connect.
The product is very stable and I can't think of any major issues since we have used the product in a year.

Very competitive price also.

I would go with ScreenConnect.
 
I have purchased licenses for both Teamviewer and Simple-help (would have purchased SC had I known about it because they are nearly identical).
As far as simplicity for the customer, I'd have to say SC takes the cake. You send the customer to your SC domain and you are in their system in no time. However, you are limited to one session at a time, unless you purchase additional licenses.
As far as overall cost, believe it or not, Teamviewer takes the cake. I can work on 15 clients computers at the same time using one license. Compare this with SC's licensing cost.
Don't get me wrong, I love both of these remote tools and each have their pros and cons, which is why I do own both.
 
Good point AlaDes ... I'll probably jump to TV because of that....1K more and I can access unlimited PC's at once.
 
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I have to throw my .02 in for SC. I just purchased a license for it and couldn't be happier. My customers have all agreed that it is FAR better than Crossloop. TV was just too pricey for me. I can deal with a single connection as I try to work with only one customer at a time, remotely.

Eric
 
While I'm liking SC, I don't know if you can really say "multiple customers at once" for a single license. You can close one session and start another, and jump back and forth doing that, but you can only service one at a time.
 
Xander said:
While I'm liking SC, I don't know if you can really say "multiple customers at once" for a single license. You can close one session and start another, and jump back and forth doing that, but you can only service one at a time.
Click to expand...

The only time I usually run into issues where I need to be one two at once is troubleshooting a network issue where I need to be trying something on the client and the server at the same time.

For us the benefit of screenconnect is the ability to host our own server.....this in turn means 100% of the traffic is controlled by us. This is extremely important in financial/healthcare profession that require that type of control/security.
 
Xander said:
Don't get me wrong, BD. I'm not complaining about that aspect of SC. I'm just splitting hairs on what I thought to be a potentially misleading phrasing.
Click to expand...

As I stated before, there are many features I like about both Teamviewer and Screen Connect. Although I own a license for Simple-Help, it is very similar (almost identical) to Screen Connect in every way until you get to the totally unlimited license and Screen Connect wins by a landslide. Had I known about Screen Connect before I purchased Simple-Help, I would have probably went with it instead, because I like contributing to fellow Technibblers when I need something for myself or business.

As far as price comparison, I feel that Screen Connect and Simple-Help both are allot higher priced than Teamviewer and agree with you on the somewhat misleading phrasing. If I just want to connect to 3 clients computers at one time without going through the disconnect/reconnect process each time, as shown in the video, Screen Connect would cost me $900 versus purchasing Teamviewer for $749. However, a more comparable view would be the ability to install your license on an unlimited number of computers with the same capability: Screen Connect would cost $3,000 versus Teamviewer's $1,499. Also, although I like the thought of hosting remote software on one of my own servers, there is also an added expense to running it, which is not there with Teamviewer.

One final note I would like to add is this: When deciding to make a purchase for anything, always do as much research on all available products as you can. Trust me, I've made my fair share of mistakes by rushing into buying things to later find out that it wasn't what I needed or that a slightly better product was out there that fitted my needs a little better at a lot lower cost. As I tell my customers when they ask me whether or not they should have their five year old computer fixed or simply replace it with a new one: "it all depends on you as an individual". After I'm done asking them several questions pertaining to them personally, about 50% of them decide to replace their old system while the other half opt to have the old one fixed. So, make every purchase personal and askk ALLOT of questions pertaining to what you need.
 
GoToAssist or Logmein Rescue

Hello everyone,

I've tested SC and have issues with it freezing and dropping connection. I tried both hosting my self, and on a Windows based VPS and have had issues on both. I've also tested Logmein Rescue and really like that product. The only issue with Logmein is the price, but if you talk with a sales rep they can usually cut you a deal. I'm on the fence between switching from GoToAssist to Logmein.

GoToAssist is roughly $69 a month, which provides you with unlimited sessions and unattended support for PC's or Servers you need access to regularly. Again a sales rep can usually cut you a deal, I'm paying $49 a month for my subscription. It will let you connect directly in safemode with networking, instead of having to connect in normal then reboot into safemode. My recommendations would be either GoToAssist or Logmein Rescue.
 
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