RMM vs. Dedicated Remote Control or Both

[InnovativeWorks]

I am in the market looking for these types of solutions. Right now I have around 7 endpoints from different clients. A potential client would like to remote in to the office pc from time to time without having VPN setup.
I have used LMN when it was free, Anydesk, TV, Splashtop Business, and VNC. I have not tried a RMM solution, yet.
What do you all use and why? What are you thinking about using? Hopefully this will help someone else out. Thanks.

 

[YeOldeStonecat]

Most RMMs come with a remote control.....or several options for remote control.
We have a few clients that use the remote functionality of our RMM, N-Central.

Having a client that wants to use some remote desktop app to hit their PC at the office should not drive your selection of an RMM. Selecting an RMM is a very complicated selection process, first and foremost is MSP functionality for your business. There are tons of threads in here covering this very in depth process.

If I did not have an RMM in place and I had a client that wanted to remote in....I'd point them towards one of the many 3rd party apps out there....such as LMI or Splashtop.

 

[trevm999]

I think remote utilities' remote desktop option is very cool. As a user, I wouldn't really want to do day to day work through a remote control type screen sharing.

 

[Your PCMD]

I have used..... Anydesk

You've used your solution already, continue using it.

 

[fencepost]

With only 7 endpoints right now most of the RMM setups may not make sense for you unless you're planning on growing and are charging plenty per endpoint already. I believe both Anydesk and Splashtop have decent reputations around here as far as remote control options go - TeamViewer does too if you can get past the cost of it, but if you're doing that then an RMM solution might make sense after all.

 

[TAPtech]

I was an early adopter of ScreenConnect based on a recommendation from a forum member here. So I have 3 licenses for SC, and for me it is the best! Only problem is that the licensing does not allow me to give clients access to it. I prefer it that way anyhow. Fortunately my RMM provider (N-able) said we are more than welcome to allow clients to use the remote access feature. It isn't as quick and easy as some others, and is more tech-oriented... but it is nice to flatten software across clients.

 

[InnovativeWorks]

How do you all feel about VNC?

 

[trevm999]

How do you all feel about VNC?

I had some frustrating performance problems with it even on the same LAN. However meraki systems manager seems to be able to use it with success

 

[fencepost]

I feel like there are enough things that aren't "there" that other solutions are worth the fairly minimal cost of entry.

edit: this was re: VNC

 

[YeOldeStonecat]

How do you all feel about VNC?

very old technology...old school stuff kinda like PcAnywhere. There are sooooo many much better performing remote apps now, which are cloud proxy based...no port forwarding required, no firewall rules, worrying about DNS or static IPs or setting up cheesy dynamic dnd services, plus modern web based remote apps run much faster/smoother.

 

[InnovativeWorks]

hmmmm okay. Thank you all.

 

[InnovativeWorks]

As of right now, I am thinking about using Kabuto Free as an RMM and Splashtop IT( $300/yr) for remote since I can add sub-accounts.

You've used your solution already, continue using it.

Lol it's something about the GUI that I do not like. It reminds me of chrome and I'm not a chrome fan.

Fortunately my RMM provider (N-able) said we are more than welcome to allow clients to use the remote access feature.

I spoke with N-Able today and the pricing was too steep for me as of right now.

 

[Your PCMD]

Lol it's something about the GUI that I do not like.

I understand. But you have to know that it doesn't matter so long as it works, the job gets done and most importantly, you get paid.

 

[Mytechid]

I was an early adopter of ScreenConnect based on a recommendation from a forum member here. So I have 3 licenses for SC, and for me it is the best! Only problem is that the licensing does not allow me to give clients access to it. I prefer it that way anyhow. Fortunately my RMM provider (N-able) said we are more than welcome to allow clients to use the remote access feature. It isn't as quick and easy as some others, and is more tech-oriented... but it is nice to flatten software across clients.

I have no issue purchasing an additional user and setting their access limitations appropriately so they can only fiddle with their own machines. Perhaps there is updated info you could leverage. Now if you're referring to the actual licensing agreement prohibiting you from allowing a client to have access (which I don't think there is one, and if there is please point it out), then I'd stick with N-able's method.

 

[TAPtech]

I wasn't sure so sent an email to support about it, quite some time ago. They stated that it wasn't allowable per the license agreement. I am working off memory, so could be incorrect (and often am!)

 

[Mytechid]

Yea I'm in the same boat...for some reason I recall being on the phone with a rep a long time ago and asked them if it would be ok if I set up one client to have access to their server through an add-on user, so they can access company data from home. I don't think they expressed that it would be an issue, but ya know licensing software agreements...they want that money for EACH user.

 

[Your PCMD]

they want that money for EACH user.

This is the bane of our industry IMO.

When I took over IT for a small insurance firm here because the company that did do it raised their rates by 30%, they were shocked when I gave them the bill of the yearly cost of remote servicing and monitoring and asked if I had made an error in my billing.

The old company charged on a per user basis. The firm has 6 computers with 14 users and were paying $60/mo per user. That $840/mo was a lot considering that 6 of those users rarely use the computer because they are field agents and use their iPad's. But because they had their own Windows account, they got billed for it. I don't do per user, though I had thought about doing that years ago, but was persuaded not to by a few people here on TN. And I'm glad I took their advice.

I charged the firm $50/mo per computer. So with my $300/mo on an annual contract, I saved them money plus I have worked on there personal computers as well because I treated them fairly.

 

[fencepost]

The best reason I know of to charge per-user (and we may shift to this for some folks) is Terminal Services. If I have 50 users on WinTerms, only 1-2 TS boxes and I'm providing user support, I need some way to factor that.