Remote Support

In Short

A remote support tool lets a technician see and control a client's screen to fix the problem in front of them. Many RMMs include remote access, so the question is often whether you need a separate tool at all. A standalone one earns its place for ad hoc sessions on machines without your agent, and for faster, more reliable connections.

What It Does

• Attended sessions. The user runs a small download or reads a code, and the technician joins their screen.
• Unattended access. Permanent access to managed machines, including servers and machines at the login screen.
• Session control. Reboot and reconnect, file transfer, multiple monitors and a command line alongside the screen.
• Audit trail. Logs, and sometimes recordings, of who connected to what and when.
• Access control. Per-technician permissions and sign-in with multi-factor authentication.

When You Need One

What to Look For

How It Is Priced

Most remote support tools charge per technician, monthly or annually, and some limit how many sessions each seat can run at once. Others charge per managed endpoint or come bundled with an RMM. Watch for concurrent session caps, unattended endpoint limits and features like recording held back for a higher tier.

Switching

This is one of the easier tools to change: install the new agent through your RMM and remove the old one. Keep both running for a while so no client is left unreachable, and export session logs you are required to keep before the old account closes.

Questions to Ask a Vendor

1. 01How many sessions can one technician run at the same time on each tier?
2. 02Is there a limit on unattended machines, and what happens when I go over it?
3. 03How long are session logs and recordings kept, and can I export them?
4. 04How would you tell me about a security incident on your side, and how fast?
5. 05Can I enforce multi-factor sign-in and restrict access by technician and client?
6. 06If I cancel, do the agents on client machines stop working immediately?