Remote Support

 

Remote support is more than just remote control.  At SolarWinds, when we talk about remote support, we’re really talking about all of the remote tasks that sys admins perform in a day.  If you’re a sys admin, you’re probably doing a lot more throughout the day than just remoting in to end-users’ computers to troubleshoot.  You’re probably also the person in charge of managing Active Directory objects like user accounts, organizational units, and security groups, as well as maintaining Exchange accounts.  Do you ever have to edit group policies?  I thought you might!  I’ll bet you even manage a few servers.

 

So, if remote control isn't remote support, then what is it?  Remote control is just one part of remote support.  Sometimes it’s the right tool for the job, but sometimes it isn't necessary to initiate a full remote control session to accomplish a task on a remote computer.  The other big part of remote support is remote administration and this is where LogMeIn and other web-based remote control tools fall short.

 

Performing remote administration tasks means providing remote support to Windows users like restarting services, killing runaway processes, viewing event logs, managing disks and shares, editing registries, and managing local groups and users on computers WITHOUT starting a remote control session.  It also means managing computers that have either crashed or are in sleep mode.

 

 

How Many Remote Support Tools Do You Need?

 

When I think about remote support in that larger context, I often wonder why sys admins waste time and money using multiple tools to perform their day-to-day activities.  Having been a sys admin myself, I can tell you that it’s not uncommon to see the following tools open on a desktop:  an Active Directory MMC or two, RDP for Windows sessions, VNC for Mac and Linux sessions, Exchange System Manager, maybe a web-based remote control tool like LogMeIn, and the list goes on.

 

With DameWare Remote Support (DRS), you can perform nearly all of your daily sys admin tasks from just one console.  DRS lets you manage multiple Active Directory domains from the console where you can add/delete/edit users, OUs, security groups, and group policies.  DRS has support for RDP and VNC sessions as well as DameWare’s powerful Mini Remote Control Viewer so you can connect to Windows, Mac OS X, and Linux computers from the same console.  DRS also lets you perform remote administration tasks on Windows computers without making a remote control session to cut down on time interacting with end-users unnecessarily.

 

That isn’t really even the best part.  DRS is significantly less expensive than its web-based competitors while offering superior functionality.   It’s also super easy to set up and use.  You can have it downloaded, installed, and discovering computers on your network in a matter of minutes.

 

The following table really tells the story.  I'm picking on LogMeIn here a bit because of their recent IP litigation issues, but the story is pretty much the same for other web-based remote control tools.

 

Remote Support Features

Dameware

LogMeIn Rescue

Desktop remote control

x

x

Take screenshots of the  remote desktop

x

x

Chat with users during sessions

x

x

Upload files to remote computer

x

x

Supports concurrent sessions

x

x

Remote connection without requiring user interaction

x

          x

Automatically deploy agent

x

 

Remote Windows Administration

x

 

Start, Stop, Restart Services

x

 

Intel AMT Support

x

 

View Performance Data

x

 

Manage Exchange Accounts

x

 

View Event Console

x

 

Active Directory Management

x

 

Price

$349

Per user

$1,188
per year

 

 

Don't waste any more time or money on web-based remote control tools like LogMeIn.  Download a fully functional free 14 day trial of DameWare Remote Support and start performing all of your daily sys admin tasks from just one console.