Enterprise Software

Review: LogMeIn Rescue remote support

IT consultants, support desk technicians, software manufacturers and other technology professionals rely upon LogMeIn Rescue as a proven and secure remote support tool.
LogMeIn Rescue is a leading remote support platform for good reason. IT consultants, support desk technicians, software manufacturers and other technology professionals rely upon the proven and secure remote support tool to improve mean-time-to-repair while reducing support costs.

Specifications

  • Manufacturer: LogMeIn, Inc.
  • Product: LogMeIn Rescue
  • Remote Device: Windows Vista, XP, Server 2003 (including all 64-bit); Windows ME & 2000; Apple Macintosh OS X 10.4 Tiger and 10.5 Leopard; Windows Mobile 5.0 and 6.0; Symbian 3rd Edition
  • Technician PC: Windows Vista, XP or Server 2003 (all including 64-bit); Windows 2000
  • Subscription: Monthly or annual
  • Free Trial: LogMeIn Rescue
  • Price: $1,188 annually; $129 monthly
  • Additional vendor information
  • For a closer look, check out the TechRepublic Photo Gallery

Who's it for?

Help desks, call centers and customer support offices, small and large MIS departments, IT consultants, hardware and software manufacturers, academic institutions and countless other organizations that provide technology support services can use LogMeIn Rescue to speed repair times, close more support tickets and lower costs in the process.

What problem does it solve?

LogMeIn Rescue simplifies remote support. No software, firewall configuration or permissions must be configured in advance. LogMeIn Rescue can be pressed into action on demand with little to no advanced planning. Users requiring support from technicians in remote locations must only navigate to www.logmein123.com and click a button enabling the remote technician to take control of his or her computer. Technicians then receive quick access to a potent, secure and fast remote support console, including chat capability, to troubleshoot, diagnose and correct problems.

Standout features

  • Rapid response: No advance planning is required to leverage LogMeIn Rescue's real-time remote control functionality. No complex firewall rules, no specific permissions and no preinstalled application are required to enable technicians to utilize LogMeIn Rescue's remote control features, connect remotely to problematic systems and perform repairs.
  • Cost: Organizations tasked with providing technology support may be tempted to implement less-expensive solutions. However, poor support experiences have been shown to prompt as many as 80 percent of customers to switch service providers. When troubleshooting a frustrating or anxiety-provoking issue, technical support staff must take no gamble. All prudent organizations must take appropriate steps to eliminate as many variables in the troubleshooting process as possible, and ensuring a capable, reliable and secure remote control solution is in place is but fundamental.With pricing less than $1,200 per year per LogMeIn Rescue license, and with research suggesting that 80 percent of delivery support costs originate from customer resolution incidents, LogMeIn Rescue provides technical operations with the ability to shorten repair cycles, close more trouble tickets using less staff and reduce travel expenses.
  • Concurrent session support: LogMeIn Rescue's multi-session remote control console supports managing up to 10 action sessions simultaneously. As a result, a single technician can manage multiple incidents concurrently. The software also permits creating, viewing and exporting session histories and notes to help track previous and current incidents.
  • Stable, reliable and consistent: LogMeIn's tools and utilities, from its LogMeIn remote access software to its Hamachi VPN application, are proven stable and reliable. This is true even if remote computers must be rebooted; LogMeIn Rescue maintains active, secure connections to sessions as remote systems are restarted. LogMeIn Rescue can even connect to remote systems booted in "Safe" mode. Further, LogMeIn Rescue services are maintained within a carrier-grade data center possessing redundant power sources, fire detection systems and 24x7 networking monitoring.
  • Security: Organizations bound by security regulations can employ LogMeIn Rescue with confidence. Sessions invoke end-to-end 256-bit SSL encryption, thereby meeting HIPAA, SOX and other regulatory requirements. Organizations can also create administration groups and assign different permissions, as required, to different personnel utilizing the remote troubleshooting and repair console. And, when remote sessions are complete, access rights are automatically revoked.
  • Multiple OS support: LogMeIn Rescue works on a variety of platforms. Technicians can connect from a wide variety of Windows operating systems. Supported client operating systems include many Windows flavors, Apple Macintosh computers and many mobile devices.

What's wrong?

  • Linux not officially supported: LogMeIn Rescue does not support Linux. There is no official support for connecting to or from LogMeIn Rescue sessions using Linux, either on the desktop or a server. While it's reasonable to assume some technology professionals, enterprise IT staff in particular, may use Linux as their workstation operating system, it's highly likely this issue will impact only a very small minority of technicians.
  • Requires Internet connectivity: Occasionally, technicians must troubleshoot failed Internet or network connectivity for remote users, whether those users are across the building, a campus or a country. And, on rare occasions, technicians' offices lose Internet connectivity. In such cases, LogMeIn Rescue may prove incapable of restoring service, as the remote control software relies upon active network and Internet connections to fulfill its functionality.

Competitive Products

Bottom line for business

Few technology products are essential. LogMeIn Rescue, however, is a tool most every technology support professional should not be without. The remote support utility enables fast diagnosis and resolution, frequently saves travel costs, helps overwhelmed technology staff to more efficiently and more effectively close trouble tickets, works on multiple operating system platforms, is secure and is easy-to-use. That's a powerful combination for any and all organizations assuming technology support responsibilities.

User rating

Have you encountered or used LogMeIn Rescue? If so, what do you think? Rate your experience and compare the results to what other TechRepublic members think. Give your own personal review of LogMeIn Rescue in the TechRepublic Community Forums or let us know if you think we left anything out in our review.

About

Erik Eckel owns and operates two technology companies. As a managing partner with Louisville Geek, he works daily as an IT consultant to assist small businesses in overcoming technology challenges and maximizing IT investments. He is also president o...

14 comments
pliscom
pliscom

I'd like to know just *HOW* these folks expect to help the plethora of smartphone users (as they commonly advertise) when they say blatently that there is no support for Linux? I mean just HOW do they expect to help Andrioid phone users? Any idiot out there knows that all Android phonesl run on Linux based platforms. Somehow here I see a MAJOR flaw in their logic here.

bobvanwyk
bobvanwyk

My Financial Planner uses LogMeIn Rescue and has me connect as I give him control of my PC. He the used my PC to show me different WEB Sites which showed what my investments were doing and how they compared. This is a great tool for my financial planner and super for me on the client end. It's super simple to connect, communicate, and use. After connection, my planner simply talks me through (over my cell phone) what we are seeing on my PC.

bluemelaka
bluemelaka

Imera Systems is also a competitor... see Imera products at www.imera.com

Bruno Fonseca
Bruno Fonseca

The service is the best out there, priced right, offers remote smartphone control which is really cool, and the one con in this post about the internet connection is somewhat invalid. Unless you are troubleshooting in the same building, which then you can just get up and walk over, you need internet connectivity to troubleshoot with any tool.

jill
jill

I have been using Logmein suite now for about 5 years all flavours but have to say Rescue has to be by far value for money. As a MYOB Professional Partner, this year the end of financial payroll, deployment and roll over had to be the easiest, not only was I able to attend to more clients, saved on travel time and also generated add on value dollars by charging a nominal fee for each log on. Easy to use, clients felt comfortable using this service because each log generated ticket is unique.

ElsinoreTech
ElsinoreTech

I agree LogMeIn has probably the most extensive feature set of any solution. But two other solutions I have used and really like are Bomgar and ScreenConnect

dmeireles
dmeireles

Simplt a great tool! I use the Free version for personal use and at work I have the rescue version. Both are great! They talk about linux there, I think I was able to connect to my pc's FROM a Linux Desktop (using Firefox). I guess you have their browser plugin, and a java version of the same which goes for linux... Then again, this was some time ago, can't recall exactly...

mraghav
mraghav

I use it and love it! cheers Mohit

HckrAdm2005
HckrAdm2005

Great Tool. Were I work we tested it and was a nice tool to have. We currently do use gotomeeting and will keep it but if we switch it will most likely be this. We do use the Free version and for the free product of logmein it's great to use as well.

quantumriff
quantumriff

My business just purchased many licenses, and us techs are rejoicing.. The ability to troubleshoot problems with VPN connections is a HUGE feature for us. Also, the "calling card" feature that people can double click a link on the Desktop, and get put in the remote Queue.. Also, for some systems that support it with the newest version of the Intel VPro technology, you can actually boot from the BIOS, directly to a remote session, so you can troubleshoot anything on the system. Our current laptops don't work with that feature, but our next series will!

Mark W. Kaelin
Mark W. Kaelin

What does your enterprise or organization use for remote support? What is it and how well does it work? What improvements would you like to see?

jpk
jpk

LMI Rescue is a great tool. We use it extensively for clients that call in for random requests; typically they're new clients or for one reason or another have declined to sign a support agreement with us. For the day to day support, our front line guys use LogMeIn IT Reach. It's way more powerful and flexible than Rescue or LMI Free but of course you pay per PC that the client gets installed to. We'd be much less responsive and effective without this software.

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