What remote access software would be good for a small/new IT support company?

[DavidF]

@ andrewrost3241981

UVNC Single Click allows casual connections without port forwarding on the end user's part. See http://www.uvnc.com/addons/singleclick.html

ShowMyPC does pretty much the same without the ability to brand/customise the utility the EU sees. http://showmypc.com/

The degree of difficulty of getting the EU connected as usual comes down to their competency. They need to dl a very small exe and run it, then allow any other prompts such as UAC and provide you with the authentication info.
I'm still fine tuning to get it to the simplest method.
So far the best method I've found is to direct them to the dl link on my website and walk them through the rest.
As far as billing goes, I get their contact details over the phone if it's a support call, then get them to fill in a support request from the website which has our rates and requires them to fill in other details.
At the moment all bar one request has been from existing clients so I'm comfortable with payment. The other was a virus removal in Tel Aviv, the result of which is now in the bank.

 

[andrewrost3241981]

Thank you for your insight, David.

 

[william_schubert]

Instant Housecall

I've been using it for about 6 months. All the utility of Logmein and MUCH cheaper and you can actually buy it rather than pay a monthly fee.

 

[wimwauters]

@ andrewrost3241981

UVNC Single Click allows casual connections without port forwarding on the end user's part. See http://www.uvnc.com/addons/singleclick.html

I just discovered something *even cooler* than uvnc singleclick...

http://code.google.com/p/gitso/

Client downloads available for win, OSX and Linux (it's only a matter of time before we get clueless Linux users )

Only seems to support connecting to IP addresses though

 

[DavidF]

Thanks wimwauters, I'll be checking that out tomorrow.

 

[DanB]

CrossLoop Pro

I have used crossloop on numerous occasions. They now have a pro version for 99 per year. I have used the free version until now.
The positives are that they have their own servers to connect the clients.
The Pro version allows Branding
You can be paid through them by Credit Card or PayPal for 5% of bill if it is your customer.

I usually put the executable in the shared folders on a win machines so I fix anything or check on a driver when they get back home and have a oddball device that I did not know about after a nuke and pave.

I do not use this a lot because I just do not want to fix machines over the wire unless I have to. But it is very handy and can save you a trip and the client the cost of that trip. I have also been able to help a client thousands of miles away when they or I am on a trip. Those are worth a lot of good will and word of mouth advertising.

I am also able to run it via Wine in Linux. Just have to kill the process at the end.

Also lifehacker and maximum pc have published instruction on how to use hamachi/logmein free with ultimate vnc to connect.

 

[Omnicef]

logmeinrescue has never failed for me.

 

[itmgr]

I use single click from ultra vnc $0

SC is kind of a roll your own remote support software, takes a little configuration but does the job.
I have been using it for about five years cost $0

 

[Peter@ifix]

I'm torn between Logmein Rescue and Teamviewer Premium. Teamviewer appears to do all I need at a lower overall cost. The downside is that I have read of people saying Teamviewer is slower.

I see that TV Premium uses multi-channel routing whereas TV Business and Free don't. Has anyone any experience on relative speed of Logmein Rescue vs TV Premium, and is TV Premium really quicker than TV Business / Free?

 

[g.herrell]

I use 4remotesupport.

 

[MrUnknown]

I have used TV Free for working on friends computers or actually for clients for things I am not charging them for.

I can't say I noticed it ever being slow.

 

[Chilli]

I use Single Click UltraVNC. I have customized my own interface for it. So it's branded as your company.

I don't see the need to pay for Remote Access when UltraVNC can do all I need for free.
It's great for people like me (a part-time tech guy).

Here are idiot resistant step-by-step instructions on how to set it up.

I cannot post URL's yet (new here) so google "how to set up UltraVNC SC" and click on the first link.

 

[hardtoremember]

If you are on a tight budget and just kind of want to pay as you go I saw that GoToAssist has a day pass you can buy for $9.95 for 24 hours of use. That could be very worth it if you like the way it's set up.
It looks like a good starter.

 

[ProTech-MN]

I've used the UltraVNC Single Click tool for years and it's always worked pretty decently for me for one-off remote support instances. Lately though, I've been getting more & more requests for service that involve unattended remote support/access and/or not interrupt the currently logged in user, so I've been looking for something a little more sophisticated that doesn't cost an arm & leg.

GoToAssist was pretty high up on my list and the price was actually pretty reasonable @ $660/year for unlimited use.

Logmein has some nice tools as well, but they're pretty pricey.

TeamViewer - highly recommended my many people/shops - $1500 for the premium version (preferred choice for me) lifetime license. If I understand the licensing correctly though, the lifetime license is only good for that version of the product... currently version 5.x. If I want version 6.x when it comes out, I need to buy an upgrade for another ~$700 or so.

Kaseya Free & IT Toolkit - both are new offerings from Kaseya. Free offers remote desktop access to up to 25 computers & includes file transfers & chat functions. The IT Toolkit (available as a free trial for right now) allows remote access for up to 25 computers and has some additional tools for inventory, registry, command prompt, task manager, file manager, etc. Pricing is $9.95/mo & $1.50 per remote computer. It's basically a scaled down version of their full blown agent - which is perfect for what I'm looking for. I'm currently testing the IT Toolkit now w/several customers. Anyway, the offerings from Kaseya are definitely worth a look IMO.

-Randy

 

[zaoka]

hi

I was playing with SC but always had compaitibility problems with different Windows OS, sometimes it works sometimes it does not.

Also some antivirus programs are detecting SC as malware and its not what customer wants to see .

 

[NeutronTech]

As I'm just starting out and don't even have a fully functioning website yet, I'm not ready to get into the remote support market. I hope to hit that within the next 6-12 months though. But for right now I need a program for a single session personal use. My wife is in another state right now and she has an issue with her computer. I'd like to be able to log in and get it fixed for her, but I don't really want to purchase a product to do it. We can't seem to get the built in Windows Remote Assistant to work. I've checked on a couple programs you've all listed here, but they always want me to set my computer up as the host. I need hers set up as the host. She's not technically inclined enough to be able to figure it out. So I need to make this as simple as possible for her. Any suggestions?

Thanks

 

[supporter]

You can sign up for a 30 day free trial of GotoAssist Express; or use Teamviewer 5, it is free for personal use.

 

[MobileTechie]

I didn't realise Crossloop Pro was only $99/yr. That's pretty cheap.

How good is it compared to the others, say LogMeIn, TeamViewer or InstantHousecall?

 

[cmonova]

You can look here at a good comparison chart:

http://en.wikipedia.org/wiki/Comparison_of_remote_desktop_software

 

[manderso]

You can look here at a good comparison chart:

http://en.wikipedia.org/wiki/Comparison_of_remote_desktop_software

Very helpful. Thanks Dan.