Splashtop Remote Support Reviews

We use it for remote support. We use it for small and medium businesses. Since we're in the States, all our businesses would be considered small and medium.

We find it very reliable. We haven't had any issues with it, or at least fewer issues than with other applications we've used in the past. That's why we switched to it and why we're still using it. 

The ability to reboot is a feature we use quite often. Being able to boot into safe mode or standard mode remotely is very useful.  

Also, the ability to have four or five sessions going at one time is helpful. I can't do that with most other remote access tools, although some do allow it. We don't use those programs, though.

The file transfers work well, the remote support and hosted solution work well. I've used it on my phone, laptop, and tablet, mostly from my computer, and haven't had any issues. 

The phone's a little tricky to work with due to the small screen.

I have been using it for ten years or so. 

For responsiveness, I have a session running for the last 14 hours right now because I'm doing something on the computer. It's been running steady for 14 hours, so I think that's pretty stable.

It's a one-to-one or one-to-many solution. We don't use it where many technicians log into one computer. So, maybe the scalability question is not really applicable here. The only issue would be the bandwidth on the other end.

I've only had to deal with it once. Because of the custom package we have, a white-label package, I can only think of one issue maybe six or seven years ago. I don't even remember what it was. At that time, I think they were pretty responsive.

Very few companies offer phone support anymore; everyone's gone the way of email responses. I'm having that problem with CorelDRAW right now, and I'm waiting three weeks for a technician. So it's a good thing it's not important.

Are the customer service and support good? For me, they're as good as anybody else, maybe not as good as some companies, but probably better than most. We deal with HP, IBM, HCL. Some companies only offer email support, and you have to wait for a response.

I'm trying to remember the last time I interacted with Splashtop support. They do give you an answer. On a scale of one to ten, they're nine plus. You rarely have to use them, but I'm satisfied when you do.

Positive

The security landscape changes, so do the needs. We are also a dealer for TeamViewer.

I don't know it well enough anymore. Honestly, the reason I used it was that I went into TeamViewer and then ran Splashtop's remote access, but I couldn't do what I needed to do within TeamViewer. 

I needed to get into and out of safe mode on that system, and either the version they were using or something else prevented it. TeamViewer's versions change so often; it's frustrating. I'm trying to make my life easier, not harder. So it didn't work, and I switched to Splashtop. I didn't even install it; I just ran it and connected from a different computer.

Splashtop is 99% of what we use, actually more like 99.7% or something. If we have to use other ones, we do. We've used Chrome Remote Desktop once or twice this year. One of my technicians thought it was easier, but I disagreed. It took me two hours to connect to a computer. That's not easier. And giving Chrome permissions that I don't want it to have is not really easier, either.

There are lots of solutions out there. The problem is you get what you pay for. If you're looking for a free solution, don't look at Splashtop. The free solution from TeamViewer is very limited. You're only allowed to use it for a short time, maybe 40 minutes or 10 minutes, which isn't enough for support work or investigating logs. We would end up having to buy it. I think I remember when I was looking at the cost years ago, TeamViewer was much more expensive than anyone else. I'm not sure about the pricing now, but I'm sure it's not the cheapest either.

Our remote management is an in-house system. I built it so we don't sell it to others. What we monitor might be different from what others monitor. Different things are important to different people. I'm familiar with other remote management systems.

The initial setup is very straightforward. I'd probably rate my experience with it at a nine and a half to a ten on a scale of one to ten, with ten being the easiest. 

Even people who aren't computer literate have no problem signing in or starting a remote session. The only issue I have is with Macs, as they have different security settings than Windows. You have to guide someone through allowing the Mac OS security settings to permit the session. Other than that, everything has been really good.

It works with multiple operating systems and different versions of Windows, so we can use it anywhere from Windows 7 to Windows 11, as well as with Mac and Linux. I'm not sure if we use it on Linux much; it's a bit more difficult to set up there, but I do have a couple of instances running on Linux.

We wouldn't be using it if we didn't make money on it, or it wasn't helping us make money. 

It's sort of like gasoline. Do you have an ROI on the gasoline that you use in your car? I know we price it so that we get paid every time it's used. So if you were to call in with an issue, something would be added to the bill. It wouldn't be much, maybe four or five dollars. 

Our service bill is charged by the hour, and our rates are around $185 an hour. So we'd probably allocate five or ten dollars of that hour to cover the cost of Splashtop, plus the technician's time.

Everyone's pricing could be cheaper. I'm pretty familiar with it. We've expanded it twice in the last four years. I'd be happier if it was cheaper, but I'm not unhappy with the price. 

Like everyone else, we charge our end clients for the use of it. Whether they have systems that we monitor online all the time or it's just ad hoc help desk support.

The end users pay by usage. We pay yearly. It was around $500 a year or something like that. For the number of technicians, we have unlimited ad hoc ones. I forget how many agents we have running out there.

I'd particularly recommend their educational packages, which offer one-to-many or one-to-one remote access. These are great for businesses that want to enable remote work and access their office desktops instead of using virtual machines.

Overall, I would rate it a nine out of ten. I would also like to see more AI-powered capabilities. 

We use the solution to manage the clients' remote computers and servers. 

Splashtop Remote Support is my main product, and I use it daily. Its main function is to control systems, which is essential remotely. Additionally, it has useful features such as chat functionality, file transfer, and the ability to add notes with information about a computer or server. Despite being simple software, it is very useful and valuable. 

The tool is very efficient because it allows remote control without user permission on the other side, which is useful for servers and various systems. For security, it can also request user permission for remote control, ensuring secure access. It lets you manage dedicated users, providing them with remote control with multi-factor authentication. For me, this tool is perfect.

The solution should be able to make an inventory of computers automatically. 

I have been using the product for five years. 

I rate Splashtop Remote Support's stability a ten out of ten. 

I rate the tool's scalability a ten out of ten. I am a single user of the product, but my company has 300 computers.                     

I haven't contacted customer support yet. 

I rate Splashtop Remote Support's deployment ease as ten out of ten. It can be completed in minutes. 

Splashtop Remote Support is not too expensive. It costs around 800 euros per year. 

I recommend the product due to its low pricing and functionalities. I rate it a ten out of ten. 

We use the latest update.

As our staff works from home nowadays, we make remote use of the solution in respect of  the local desktop at our premises. We also employ it for providing remote support. 

The SOS Support is a most valuable feature. We have remote access from our phone. There is no need to install the software and we can do it on the cloud. As the software still supports our main purpose, we do not have much issue with it at present. 

The user interface and configuration are easy and user friendly. 

The price of the solution is middling. 

The integration features could be better. Going forward, the appearance or way to remote or add security could stand improvement. 

We have been using Splashtop Remote Support since March.

I have no issues with the stability of the solution at present. 

The scalability is fine. I have no issues with it. 

We consider the SOS support to be of great value. 

We have not really been in contact with technical support. Not much has changed on our end. We just carry on with the product. We really only made use of technical support during the initial setup. 

Prior to using the solution, we used TeamViewer. This latter offered us use of TeamViewer Tensor, although the price of this solution is greater than that of Splashtop Remote Support, which is in the purview of management. 

The initial setup is simple.

We handled the initial setup on our own. 

The solution does not require maintenance, just regular updates. 

The price of the solution is mid-ranged, although it is more cost effective than that of TeamViewer. 

When it comes to the use of remote apps, there are only around 10 users making use of the solution in our company. 

I would recommend the solution to others who are looking for remote accesss, similar to that our company. 

I rate Splashtop Remote Support as an eight out of ten. 

We primarily use this product for providing remote support. It ties into our ticketing system.

For the most part, we deal with end-users. It could be anywhere from C-level executives to somebody on the shop floor who has a machine that doesn't work.

The most valuable feature is cost-effectiveness.

This is a feature-rich product and there are a lot of them that I don't use right now.

Some of the features that I find useful are the ability to reboot the remote computer and lock its keyboard. Having multi-monitor support is also important.

The ability to use mobile devices is helpful because we can support our clients from anywhere.

Splashtop has a business package, which is used for taking over your computer at work and is being used by people who are working at home.

The packages that Splashtop has, tend to be a little bit confusing and should be simplified.  They have 12 packages and by comparison, TeamViewer only has three packages available.

The differences between the MSP packages and the IT support packages are difficult to determine the differences between the packages and there comparisons are not necessarily apples to apples.

We have been using Splashtop Remote Support since 2003.

I have not noticed any bugs, glitches, or other issues related to stability.

This is a scalable product. One of our areas of focus at the moment is scaling our MSP division, using unattended access.

Some of the clients that we support have between 5 and 100 users that are now working from home. At this time I do to the current pandemic I would say that there is a current trend for people who can work from home are doing so and this amount to many 1000’s of remote support opportunities.

I have never needed to contact technical support.

I have also worked with TeamViewer to provide remote support, and I find that Splashtop is better. It's more stable. With TeamViewer, the version changes, and I get a new surprise every three weeks.

TeamViewer has another problem when there is a disparity between versions. For example, if you are using version 11 and they're at version 15 then you can't even connect.

A professional license with TeamViewer is not perpetual and it is a costly license. I think that the minimum is approximately $1,400 to $1,500 per year for technicians. If you purchase the solution outright and are using an older version when they release new features, you do not get them. Generally speaking, TeamViewer is a good product, but it is expensive. In contrast, Splashtop is a really good product and it's not so expensive.

From a product comparison point of view, I would rate TeamViewer a seven out of ten.

I also have experience with VNC Connect, which uses a client-server to browse or share the end user's screen.

We used to use DualDesk at the company, but it doesn't support Macs. Also, it doesn't have mobile device support. For example, if someone calls me when I'm on the road then I can't pull over and assist them with my Android tablet. I can't be effective because I can't access anything. With Splashtop, I am able to stop what I'm doing, take over their computer with my tablet, and fix the problem right away. We also had trouble supporting Windows 10 because the UAC kept blocking us. Moreover, we couldn't simply tell a client to go into the configuration and turn UAC off. Ultimately, after a lot of frustration, we gave up on DualDesk.

The initial setup is extremely straightforward.

We have no staff dedicated to maintaining this product. All of the updating is automatic.

The licensing fees are less than $400 per year.

I routinely research similar products, including keeping up to date with TeamViewer. One of the problems with TeamViewer is the price, where the base package starts at over $1,000 per year.

When it comes to helpdesk software, there is no interface that I really care about. We're taking over computers at the other end and I want my technicians to attach, do the work, and get out. Customers do not interact with Splashtop because it runs in the background.

In summary, this is a good product. Nonetheless, every product has room for improvement.

I would rate this solution a nine out of ten.

We use Splashtop Remote Support for the remote server support. 

The tool's most valuable features are pricing and easy management. 

Splashtop Remote Support needs to improve customization. 

I have been using the product for three years. 

My company has less than 100 users. The tool is scalable. 

The tool's deployment is simple. It can be done in one to two days. 

We have seen ROI with the use of Splashtop Remote Support. 

I rate the solution an eight out of ten. 

We primarily use the solution to help support external customers.

With the extended license, it's easy to be remote.

The solution is very fast.

The solution provides high resolution (HD).

The solution should add more options and tools for shortcuts, administration, etc. 

The solution should add more server storage or a cloud extension for saving items. 

We only use the solution when urgent matters come up within our organization. We've been using it for maybe one month.

The solution is stable, in terms of security. I haven't faced any issues in developing efficient recordings or capturing.

We have less than 100 users on the solution currently.

Technical support is okay, but it depends on the time zone. Sometimes there's a delay in response because of the time difference. To reach technical support by email or live chat is usually fine.

The initial setup was straightforward. We did the planning and deployment in one day, but we're only using the solution for a model business that is not that large.

I'm in IT, so handled the implementation myself.

We use the cloud deployment model.

If this solution would be useful to a company depends on a few factors. Some clients want to install software, for example, and some want cloud providers. I'm not sure if I can recommend the solution as I'm not sure if it's a fit for me.

I'd rate the solution seven out of ten.