What do you like best?
It handles just about anything you can throw at it really well.
It's easy to use and in the rare event that you have an issue, their support is really good.
The console is really well thought out and lets you manage multiple simultaneous connections at the same time.
Unattended access is secure and made simple. This is particularly helpful for server access and remotely accessing desktops after hours.
The ability to offer support remotely using any of 5 ways:
a) through email
b) through a website and a one-time code.
c) by sending a link to a secure connection
d) by configuring unattended connections
e) by leaving a calling card on the user's desktop that they can click to be queued up
- The ability to look up all of the systems at a customer and open multiple sessions at the same time.
- the ability to leave a connection open on one system and then log in from another system and take over the console (and all open connections)
- The ability to log into the rescue portal from anywhere and any device to connect to my customers.
What do you dislike?
Most of these are not the fault of LMI but you have to be aware:
- Occasional issues with firewalls and anti-malware/anti-virus apps ... especially when dealing with non-technical users.
- IPhone support (but there currently is no way to remote to an iPhone without jailbreaking the phone)
- Occasional issues when Rescue is set up for unattended doesn't shut down properly, it leaves the service running and there is no way to automatically stop it and remove it so you can start a new session.
Pricing model- the product has enterprise features for supporting a fully functioning helpdesk with supervisor modes, screen sharing, and transfer capabilities- like a PBX for remote connections. I have a small shop and don't need any of that, yet they want to charge a significant extra fee ($400+/year/seat) to have the ability to access mobile devices (iPhone, android). For the times I need to access an android device I use team viewer and for iphones, I just have the users send a screen shot (a bit slower but net the same result as rescue). They really should have a small shop/individual user configuration.
Not so much a dislike but rather a wish- to have the ability to tile all the remote desktop connection windows with a single click.
Recommendations to others considering the product
Compare to Team Viewer- over time TV might be less costly if you don't upgrade to the next version each year, otherwise LMI is a more sophisticated product.
Everyone's needs are a bit different- certainly compare to teamviewer, bogmar and gotoassist and connectwise- they all have their strenghts and weaknesses.
What business problems are you solving with the product? What benefits have you realized?
I almost never have to go onsite to support my customers. It saves time, money and allows my customers to use their systems during the day while I check/manage them at night.