2020-05-18T07:50:00Z
Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)
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What advice do you have for others considering LogMeIn Rescue?

If you were talking to someone whose organization is considering LogMeIn Rescue, what would you say?

How would you rate it and why? Any other tips or advice?

3
PeerSpot user
3 Answers
JJ
Vice President at a tech vendor with 11-50 employees
Real User
2020-10-13T07:21:00Z
Oct 13, 2020

I would steer potential users of Rescue away from the client app and tell them to just use the PIN. There are a lot of benefits to using the client app, but they don't keep it up to date or make it easier to deploy. The way that they've created the client app is a little antiquated, and it doesn't really do what they say it does. We have eight licenses now, and the roles of the users of the solution in our company are support technicians, deployment technicians, and there are a couple of people who use it to do training. Deployment and maintenance are done by me. They say it does more. You can set it up so that it can do remote access, unattended, for certain computers and servers, but we've found that their other product, LogMeIn Pro, is better suited for that. Overall, LogMeIn Rescue is a tool that we use that has been effective. We've been using it for so long, it's just the way we do stuff. That's what it comes down to. I give it a solid eight out of 10. It's not a total 10, but it definitely is a solid product. It's dependable and does what we need it to do. I do feel it's overpriced, but it provides the specific functionality that we need.

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GH
VP at Step 1 Software
Real User
2020-10-11T08:58:00Z
Oct 11, 2020

Rescue increases your ability to quickly and efficiently turn problems into opportunities with your customers, by being that person who can put out a fire and allow them to continue normal operations. My advice would be to start off with a team that is designed to roll out the product and be able to support your team in using the product the way that you want to implement it, and the way that you see it being used within your organization. Then to have that team train the other people on how you would use it. I would rate LogMeIn Rescue a nine and a half out of ten. Their product is well thought out and completely in-depth to meet any needs that IT support ever run into. Their support team is excellent to work with and understands what we're trying to do and helps us resolve it quickly when we have issues. Including all through the COVID crisis, they've been right there for us and it's just been an excellent partnership with them.

Robert Gabriel - PeerSpot reviewer
President/CEO at Microwize Technology Inc.
Real User
2020-05-18T07:50:00Z
May 18, 2020

if money is no object, LogMeIn Rescue is a great option. However, negotiate a good deal because prices can fluctuate between $79 and $120 per user a month. Biggest lesson learnt: Sometimes cheap can be expensive. I would rate this product as a nine (out of 10) for stability, reliability, scalability, and security.

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Related Questions
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
Oct 13, 2020
How do you or your organization use this solution? Please share with us so that your peers can learn from your experiences. Thank you!
2 out of 3 answers
Robert Gabriel - PeerSpot reviewer
President/CEO at Microwize Technology Inc.
May 18, 2020
We use it for customer support (desktop and application support). Customers will call us about an error message or how to do something, then we log into their screen and take over, guiding them. We also use this solution for upgrades. When we want to upgrade a local software, we log in and take over to transfer the files and upgrade. We are using the latest version.
GH
VP at Step 1 Software
Oct 11, 2020
We're a software company and our support staff uses Rescue to help our customers who are in a pinch and for regular maintenance. It's a tool that we use to take over servers because that's typically what most of our support works on. But we also use it to pop into an iPad for a sales rep out in the field who's struggling. It's a SaaS model. It's an app that resides on our technicians' computers but it goes through their Cloud. We primarily use the LogMeIn Central program for established connections. But LogMeIn Rescue is a little easier to get into when you're in a pinch. If somebody is really in trouble, Rescue has been a great supplement to the other LogMeIn products that we've used for decades.
it_user434868 - PeerSpot reviewer
Senior Director of Delivery at a tech services company with 51-200 employees
Oct 13, 2020
Hi, We all know it's really hard to get good pricing and cost information. Please share what you can so you can help your peers.
2 out of 3 answers
Robert Gabriel - PeerSpot reviewer
President/CEO at Microwize Technology Inc.
May 18, 2020
While LogMeIn Rescue is a great product and a leader in the industry, it's way pricey. Price is the most negative thing about LogMeIn Rescue. Right now, I'm using ScreenConnect, which is about $45 per technician. Unless I buy LogMeIn with a large license and commit for the long-term and prepay, I will have to pay almost $120 per user a month. It's almost three times the price over the normal price for ScreenConnect, which is very similar in regards to all of the features that LogMeIn Rescue can do. I think LogMeIn may have a mobile license, but I don't support mobile devices yet. I think mobile devices need an additional license.
GH
VP at Step 1 Software
Oct 11, 2020
Rescue is fairly priced. They allow you flexibility on the licensing, which makes it a lot easier. I have customers that have abandoned the LogMeIn Central product because of pricing reasons. But the Rescue product is fairly decently priced. I have customers who've based on a recommendation, also bought the Rescue product, so they're using the same thing we are.
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