Marg Splashtop Remote Support

Beware. I am a self employed Helpdesk Engineer and I downloaded this software as an alternative to Teamviewer as it's quite a lot cheaper. I would hazard a guess that this is a rogue company. Not only does their software contain malware, it blocks the installation of anti virus software. Their certification is out of date (SHA256 authentication) and their helpdesk is fake - kept in 4th place of a non existent queue for over half an hour. I'm very glad I didn't subscribe.

Awful Technical Support,My support ticket was open 5 days ago. Nobody did take the time to address it. I tried to find the solution via Phone & chat Support, no success. After waited in a queue 20 min they closed the call/chat with no support.Left negative feedback in App Store to reflect their unreliability as a software company!

We have used splashtop as part of Atera for nearly 3 years now, we've found splashtop to be ok for what we needed as part of our helpdesk other than a couple of bugs here and there which were resolved fairly quickly.So when we realised that the world was likely to be pushed into lock down we decided that it would be good to be able to offer remote support to end user using the same system that we already use.So we spoke to splashtop about licencing splashtop directly with them for our end users so we didn't need to deploy two remote clients to our clients machines.After speaking to the sales team about are plan and speaking to the support team everything looked good.So we went to work, immediately things they said would just work didn't.We had to write scripts to reinstall splashtop on the client machines to get them to reinstall the clients before we could use them with end users.Also management wasn't quite as easy as we had been lead to believe.However non of these things we're a major issue though once we had worked out what the issue was and how to work around them.What is a major issue though is now we have lost our ability to offer remote support to users when they are accessing there machines via splashtop within our helpdesk (Atera).We made it clear we already had atera and used splashtop to do remote support sessions.When we raised this issue with them, they said that the best option was to upgrade our splashtop account to include multi access, to which I pointed out we already have two valid licences to access the PC one licence via Atera and one via themselves.But due to 'technical limitations' this wasn't possible so we should upgrade to splashtop to offer this type of support.I came away from the chat with them with the impression they just wanted us to move away from using Atera to using their product.So if you are looking to partner up with splashtop just know they are quite willing to take your customer off you and use the reasoning that its a 'technical limitation' they have created as the reason why you should use them and not your current provider who happen to use splashtop to enable remote support.They suggested if we wanted to continue to use Atera we should just use SOS sessions instead, which is our current work around but this increases the onus on the end user and increases the time it takes to preform support.Needless to say this whole event has left a sour taste in the mouth.We have reached out to Atera for more info with regards to us loosing the ability to offer remote support via splashtop as effectively we can't use their product now and are awaiting there official feedback.All of this is a shame really as without these issues, splashtop is a great little product and works well but when a company behaves like this its really hard to speak well of them hence the 2 star review, not the 4-5 star it would be otherwise.

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