What do you like best?
I like that it just works. I don't typically have issues with the client itself, installation of the client or mass deployments. Performance of the software is very reliable. I can only think of 1-2 issues in the past 8-10 years and those issues were solved quickly.
What do you dislike?
Frankly, the price. This market segment has become disillusioned to what the value of remote access is. Every year when you negotiate your rate, it's a hard sell when you have hundreds of machines. Demanding tens of thousands of dollars for the product is pretty rough.
The only other thing I would say that is a negative for the product is that we can't have more than one tech in a machine at a time. This is a definite drawback to technical departments.
Recommendations to others considering the product
Do your homework. If you need a remote access software only, then this is an expensive application. There are alternatives like Splashtop or Teamviewer that may be a better fit for you. Don't let them use "all of the features" to sell you on their much inflated price. The extra features are really lacking in maturity and won't be all that useful to you. There are better products out there to handle all the extras on the higher tiers of their service.
What business problems are you solving with the product? What benefits have you realized?
Remote access. We have tried a few different pieces of software for remote access and those packages leave a lot to be desired. Quick access to machines is a definite benefit to us.