The IT Remote Support Dilemma

The continually rising costs of remote IT support tools

In recent years IT support is increasingly accomplished though some form of remote desktop access. In several organizations more than 70% of all computer support given is some form of remote IT support.

Microsoft offers the Remote Desktop application on all versions of Windows that can easily be used by internal IT departments, or even remotely through ports setup and forwarded through corporate firewalls. One problem that Remote Desktop has however, is the fact that a new login session must be initiated on the computer, and the local user of that computer gets logged off of their computer while the IT remote support staff is working on their problems.

This is one reason why third party Remote Access applications like LogMeIn, or TeamViewer are used by many IT consultants and even internal IT staff. These applications automatically punch their own holes through corporate firewalls and connect to the desktop of computers without logging out of the current session.

For access to multiple corporate computers, TeamViewer cost a few thousand dollars up front, then there are additional costs for any upgrades. LogMeIn used to provide a free service for up to 10 computers with a remote desktop serving of up to 100 computers for $299 a year, making it the choice for many small IT departments, or IT consulting companies. At the beginnIT remote supporting of 2014 LogMeIn stopped offering it’s free service, which upset a lot of IT people who used to depend on it, and now here again at the beginning of 2015, their service changed again offering a dramatic price increase of $499 to $1299 for just 25 computers per year.

As the two most popular remote IT support platforms today, and with LogMeIn annual contracts running out, many IT departments and consultants are concerned about what they are going to do. The fact that LogMeIn keeps moving the goal posts on what it takes to use their service have IT people looking for cheaper alternatives, and some new startups like Remote To PC  have popped up to fill the gap that rising prices has created.

Google Searches for “Logmein Alternative” spiked in January of 2014 and it appears that they are on the same upward trend this year. Some IT consultants may have to either raise their support rates, or talk customers into paying for it if they intend on continuing to use the same services.

Any time the large players in any industry make dramatic changes to price, or what their product offering is, it creates some sort of pain or upheaval for their customers, but that also creates an opportunity for competition to make headway. Both LogMeIn and TeamViewer make millions of dollars each year off their customers, but they also have vast amounts of expenses including staff, and facilities, as well as loyalties to shareholders, and investors that demand they maximize their profits. As a small IT business owner myself who has used both products, I see an opportunity for some remote desktop access company to disrupt this sector. That will turn a dilemma that IT people have into an advantage.

Better, faster, stronger…. remote computer access

monitor company computers

Our technology to monitor company computers, and provide remote computer access

RemoteToPC has at its core two different proprietary technologies. The first is our high transaction, highly scalable monitoring platform that is capable of over a million transactions per minute. What this translates into for our customers is the ability to monitor company computers via our very light client side metrics monitoring engine.

Our second technology is our proprietary IceEngine platform.  Our IceEngine, is a mechanism that facilitates an encrypted high performance peer to peer tunnel, locally, or across the internet, and through firewalls, as a part of our remote desktop access.

Our core technology is a newer generation technology than many of our competitors have built their products on, and we have seen the results of greater performance in some of our own in-house testing.

We have combined this technology into a single, small, lightweight host side application that allows for the monitoring of computer hardware and software, as well as remote remediation, and remote computer access capabilities. We are also constantly working to improve the performance, reliability and capabilities of RemoteToPC, both on our core technology and how we utilize that technology in the our product.

The result is what we think is a new generation of remote support technology that combines simplicity with next generation core technology.

How a small Texas IT Company is changing the IT industry

How we built more than just a remote access application

Sorry, not Sorry… In January of 2014, LogMeIn abruptly discontinued it’s free remote access application service, leaving my small IT company in a spot. There was no easy way to access the computers that we had been supporting at our clients facilities. Was I mad? Yes, but so were thousands of other small IT companies like ours. The cost of remote support tools is a problem for small IT companies.  The cost of remote support tools adds just one more problem for smaller IT companies. The price of remote support tools increases the cost to do business in an already competitive industry. What LogMeIn began that month was the beginning of not only support tools that cost, but continued price increases with no increase in the level of service. They had us all hooked, we needed them, and now it was time to pay up, and up and up. What we didn’t know was that this was just the first of many more price increases. But I’m glad we decided to do something about it right then.
remote access applicationWhat did we do about it? We decided to LogMeOut! We posted a piece of paper on the wall with LogMeIn’s 2013 earnings on it, and determined to use my previous startup and development experience, and my sons zeal for programming to make a better remote access application that we would sell at an affordable price.

What we accomplished is RemoteToPC. More features, easy to use easy installation, flat tier pricing by seats, at a less expensive price. A price point we always intend to keep much lower than LogMeIn. We built the product that we needed in our small IT company, and we are selling it to every small IT business who is also tired of the big companies continually raising their prices, cramming product features that we don’t need down our throats, and really catering to enterprise and large MSPs.