What is our primary use case?
We use it for the support of our customers. We have companies that we provide IT services to. They call us and we connect with them and we do whatever is needed to help them.
How has it helped my organization?
It has improved our response time. Before, we were using one or another solution or even had to go to the client to solve the problem. Now, it's much faster. It's just a few clicks and we can get to work figuring out a solution for the client. The biggest plus for us is saving time and costs on travel to the client's premises.
What is most valuable?
It works on every platform. I don't know if I ever found anything that it didn't work on. That's the most valuable aspect for me. It works when I need it.
It's very stable. I'm quite satisfied with that software.
The solution has a lot of features. It does what it is made to do and that's all we can ask for, really.
The company is very good at updating and iterating if suddenly something isn't quite right.
The pricing on offer is pretty great.
What needs improvement?
We are using it mostly for remote asistance and also for access to some unattended servers. Sometimes recording of the session comes very handy There is also a chat functionality, different reports, and some integration options like AD, SAML integration, but we are a small team, so we don't use that. Transferring files between computers was once quite cumbersome, but they upgraded it last year I think with much better file manager.
I like that software does what is says on the tin, and performs reliaby. I honestly don't miss any features, the software is mature.
For how long have I used the solution?
I've been using the solution for more than ten years now. I use it regularly.
What do I think about the stability of the solution?
It's totally stable. I never had any problems. It's very good. The uptime is almost 100%.
What do I think about the scalability of the solution?
We are quite a small team here. We don't need the software like a company that has 10,000 employees. They would need to scale it on more service and things like that.
I don't have the actual experience on scalability in our case. That said, they sell this hosted solution that likely can scale.
We only have two people using the solution in our organization. We might have 50 to 100 people, or endpoints, that we assist with.
How are customer service and support?
Technical support is very good. That said, I do not contact them often. In ten years, I've spoken with them three or four times. Every time they helped me to solve the problems that I had. They were solved quite quickly and in a friendly manner. I would say I'm very content with the level of service.
Which solution did I use previously and why did I switch?
We had used TeamViewer for quite a while. We liked ISL better and therefore we switched. The way it worked and the pricing were reasons for the switch.
How was the initial setup?
I was involved in the original setup. I don't recall having any difficulties with it. It was straightforward. That said, it depends on who you ask. What I do is install software and things like that. That's not really something difficult for me. Maybe someone who doesn't know how to do it, maybe it could be more difficult.
We run it in a virtualized environment. You have to prepare the virtual machine and then install the software. The installation, as I remember, is just a download of one file and you execute it and everything starts.
It's easy. It cannot get easier. Maybe there is more work in setting up the environment, the server, and things like that you do before you actually install the software. I can't recall.
What about the implementation team?
I handled the implementation myself.
What was our ROI?
I'm not sure if I can accurately calculate an exact ROI. It's saved us a lot of time, however, it's hard to really measure it. On any given day it might save us a couple of minutes to a couple of hours, especially if travel used to be involved.
What's my experience with pricing, setup cost, and licensing?
The pricing is quite reasonable. It was not expensive. We just pay once a year and it's not really so much.
Which other solutions did I evaluate?
We have not recently looked at other comparable solutions.
What other advice do I have?
Our company is an end-user and a customer.
We have the server on-premises. It's not a hosted solution. It's the server license.
We are using the latest version as we are updating it every few months.
It's one of our primary tools. We use it all the time. We might use it five to 20 times a day. It varies. Per week, we might have as many as 40 to 50 sessions.
I'd advise new users if they need software for remotely accessing computers or mobile phones to servers, then ISL Online is a very good option to consider.
I'd rate the solution at a nine out of ten. It's very useful.
They fixed a lot of my concerns. I'm satisfied.
Which deployment model are you using for this solution?
On-premises
*Disclosure: My company does not have a business relationship with this vendor other than being a customer.
