Good product, bad policies
What do you like best?
Value. Pricing is based on concurrent use, at about $550 per year, per concurrent tech. We can support over 100 computers with two licenses, that's very cheap.
The remote control works well, you can also get a remote command prompt, and of course file transfer is supported. Dual screen support also works pretty well.
We can generate install codes for 1 or many computers, allow end-users to install from a link we send in their email.
We can organize the computers in groups, which helps a lot if you are supporting a lot of computers.
What do you dislike?
Multi-factor authentication has been mandated. Each tech has to deal with getting a code sent to them every time they want to get into the console to select a computer to remote into. Offering that as a feature is fine, but mandating it, for me to get to my computers, is unacceptable.
What problems are you solving with the product? What benefits have you realized?
We use VNC to support about 300 domain computers. But we have well over 100 non-domain computers that we can reach only via the internet. Other products get pretty expensive, or they don't allow for a non-browser based solution. Dameware is pretty flawless at accessing these non-domain computers (once you get the agent installed on every computer you need to access of course).
We solve the usual range of problems you see in Windows 7 and Windows 10. Being able to work with the employee via remote access is very helpful. They can stay in their chair, you can teach them, show them, or just work on some issue when they aren't even there.
