LogMeIn ends free offering

support

Within the last week remote computer access software company LogMeIn have announced that they will be discontinuing their free remote access product – LogMeIn free – with immediate effect.

“After 10 years, LogMeIn’s free remote access product, LogMeIn Free, is going away,” wrote LogMeIn’s Tara Haas. “We will be unifying our portfolio of free and premium remote access products into a single offering. This product will be a paid-only offering, and it will offer what we believe to be the best premium desktop, cloud and mobile access experience available on the market today.”

Current users of the service will receive an email and a screen message the next time that they log in informing them that they have a paltry seven days to upgrade to a premium account before access to their account is revoked.

In an article for PC World Tony Bradley, Principal Analyst at Bradley Strategy Group states:

“The decision to end LogMeIn Free is abrupt and a bit confusing. It seems like it’s been relatively successful at luring customers to sign up and generating revenue for LogMeIn from the premium account subscriptions.”

Forum members of tech.slashdot.org have criticized the company for the abrupt change:

“…I must say I might have considered signing up for pro, but the zero-notice cancellation of the free account has left a major bad taste in my mouth. It’s a pretty blatant attempt to rush people into signing up for the paid program, because hey, give people a month’s notice to evaluate alternatives and the might find something else they like. For that reason, there is zero chance I’ll sign up for logmein pro.” – TX

Though it appears not all customers are jumping ship with some reportedly being offered six months of pro service as an incentive to continue:

“…at the risk of not conforming to a potential lynch mob mentality, it would appear they’re giving me 6 months of pro service on my existing account before they turn it off. This is plenty of time to make a change.” – Zugmeister

With some just suggesting users should thank LogMeIn for provided the free service for as long as they did:

“It’s so typical. Someone offers a service/product for free. People use it and like it. They keep using it. Then the service/product gets changed/removed/etc. and everyone yells at the owner about how they feel shafted instead of *thanking* the owner for providing such a useful service for free for so long. Everyone feels entitled to get whatever they want for free.” – Nicholasjay

Thinking of changing to another free service?  Stuart Facey, VP EMEA at Bomgar has the following advice…:

“A lot of people are complaining that the once-free service is being taken away and they’ve only been given a week to either pay for LogMeIn Pro or switch to another free service, like Teamviewer. However, while these free tools can be great for accessing your personal computer, they aren’t designed for providing professional support to your company’s or customers’ systems.

If you find yourself having to switch away from a free tool, it’s important to think about your next step – are you only supporting friends and family? Then stick with other free tools that are on the market.

If you are responsible for a wider range of services, or if you have to think about connecting to customer systems in a secure way, then you will have to put more thought into this change. In the world of support, it is important to look at how you deliver services over time and make sure that you are providing value for your customers as well as maintaining your own approach in the right way. The increasing need for collaboration around support challenges, including the capability to securely involve third party vendors, means that free tools will only be able to provide small sections of what you are after overall.

In this instance, it is very much a case of “you get what you pay for” – if you pay nothing, then you won’t get all the functionality that you need, and that may negatively impact the overall quality of service.”

LogMeIn hasn’t done itself any favours with the way it has approached the situation with many users seeming to be more annoyed with the notice period than the discontinuation of the service.

Advice to anyone else planning on pulling a free service where you have a paid alternative:  Treat users like prospective paying customers and not a bunch of freeloaders.

Moving away from LogMeIn?  Here are some alternatives:

Tool Name Description Cost
TeamViewer TeamViewer provides an All-In-One solution for a wide variety of scenarios in a single software package: remote maintenance, spontaneous support, access to unattended computers, home office, online meetings, presentations, training sessions and team work. Free for all non-commercial users£439-£2,219 for Business users depending on package
Chrome Remote Desktop Chrome Remote Desktop allows users to remotely access another computer through Chrome browser or a Chromebook.  Computers can be made available on an short-term basis for scenarios such as ad hoc remote support, or on a more long-term basis for remote access to your applications and files.  All connections are fully secured. Free*As it’s supplied by Google I’d check the privacy policy
Remote Utilities Remote Utilities gives users 15 different modes for connecting to PCs remotely. Users can view screens, send keystrokes, control the mouse, and transfer files. This makes it ideal for IT professionals looking to provide remote support and network administration. Free for both business and personal use for up to 10 remote PC’sOver this$29.95 per remote PC OR$549.00 per operator

 

Citrix GoToAssist GoToAssist enables you to provide fast and easy live remote support with a solution designed to meet your specific business needs. Compare our remote support, service desk and IT monitoring solutions and see which works best for you and your organisation. £39/mo per technician
Bomgar Remote Support Bomgar lets you support all of your systems over the web, even if they are behind firewalls you don’t control.Support customers on remote desktops running Windows, Mac or various Linux distros. Or support a variety of mobile devices – including Android, iPhone, iPad, BlackBerry and Windows Mobile. POA

Image Credit 

 

 

Review: Matrix42 for Service Catalogue

This independent review is part of our 2013 Service Catalogue Group Test.

Executive Summary – Matrix42

Overview
  • Strong request and Catalogue functionality – technical focus
  • Good option for Tech-only implementations (e.g. MSPs)
Strengths
  • Good Request and Catalogue functionality
  • Speed of implementation – doesn’t need other ITSM processes
  • ServiceNow integration
Weaknesses
  • Lack of US/UK coverage
  • Approach – little strategic implementation focus
  • Functionality gaps
Primary Market Focus “Mid Market – Suite describes Matrix42 market focus. From 500 to 10,000 users/devices is our sweet spot, although we have several customers with 10,000+ users”

Commercial Summary

Vendor Matrix42
Product Workplace Management 2013
Version reviewed v6.0
Date of version release May 2013
Year founded 1992
Customers Over 2,500 customers in total; approximately 350 with Service Catalogue / Service Desk
Pricing Structure Per Managed Device:  Service Desk and Service Catalogue are included free: Can be Cloud hosted (Monthly Rental) or on Premise (License + Annual Maintenance)
Competitive Differentiators Matrix42 state:

  1. We offer our Service Catalogue AND Service Desk unlimited for FREE with any of our other products
  2. We offer an integrated Suite of award winning Products for Managing Physical, Mobile and Virtual Devices and Users Interaction with IT as recognised by Gartner Magic Quadrant.
  3. We seamlessly integrate out-of-the-box with Products where they are already in place (e.g. SCCM, ServiceNow, Citrix).
Additional features “Free of Charge out-of-the-box integration with Airwatch, Microsoft SCCM 2007 / 2012, ServiceNow, Citrix XenApp and XenDesktop. Other Products (e.g. BMC Remedy) can also be integrated using consulting services to download service and request templates and adapters.”

MATRIX42 LOGOIndependent Review

Matrix42 is relatively new player in the UK and US markets, although established in Germany and other European markets.

The Service Catalogue product provides an effective and full set of request management, portal and catalogue functionality. This is based on the technical ‘bottom up’ approach and includes some effective discovery and asset management functionality. Demand Management has some useful outputs although this, SLAs and Service Desk integration still needs to be developed to meet the full criteria.

The vendor has technical capability and experience of interaction with other products and vendors – there is also a partnership with ServiceNow for wider ITSM functionality. The vendor’s approach is focussed on the technical and discovery aspects rather than strategic and high level services – so e.g., the system can’t easily show graphical representation of service structure and hierarchy.

The customer interface looks professional and similar to a retail experience. Implementation can be quick and doesn’t depend on other ITSM functionality – so this can be an effective and fast way to get started with a catalogue and portal. The vendor primarily works with medium sized enterprises although also has some good large client references.

This product is a good option for medium sized organisations to get started quickly and automate request and fulfilment processes. Buyers would need to have a clear view on how to roll up low-level services into business services using this product – this system may suit managed services providers who may not need to use ‘business’ systems and supply components only – or ‘bundles which are mostly comprised of hardware or commodity systems.

A longer term route to wider and more strategic ITSM integration is available via the ServiceNow integration.

Overview

  • Specific Service Catalogue/Request Management Vendor
  • Established in Germany and other territories – now making sales and marketing incursion into established ITSM markets
  • Excellent Customer and User Interface for IT hardware and software request and lifecycle management
  • Meets most stated requirements – full request management – gaps in strategic approach
  • Vendor not well known in ITSM market
  • Little focus or capability in strategic implementation approach from vendor
  • Gaps in stated requirements – SLAs with Service Desk integration, Demand Management, Dashboards and Reporting
  • Function rich product for technical/bottom up functionality

Strengths

  • Excellent customer and user interface for hardware and software request and lifecycle management
  • Strong and intuitive portal and user request functionality
  • iPhone/iPad integrations looks impressive
  • Good integration with discovery and asset systems to build service bundles and ‘discover’ services
  • Vendor offers clear understanding of technical integration and request management/portal processes
  • Simple and effective structure and levels of service criteria
  • Some excellent enterprise client implementations
  • Strategic Partnership and integration with ServiceNow – opportunity for wide pool of product expertise
  • Some nice views and outputs for Demand management tracking
  • Can be quickly implemented without need to develop ITSM processes

Weaknesses

  • Vendor approach set up for request management and technical / bottom up approach only
  • Matrix42 are passionate technologists, a strategic ‘top down’ view of ITSM services is not currently a key focus
  • Vendor not widely known or established in ITSM community outside of Germany
  • Service Desk and Service Catalogue modules not intrinsically integrated – SLAs not delivered OOTB for Requests in Service Catalogue module, although this is in Service Desk
  • Lack of full function-rich SLA capability without customisation
  • Service hierarchy not fully available in graphical format
  • Demand Management – lacks full requirement without bespoke consulting
  • Gaps in Dashboard and reporting features OOTB – requires specific consulting or in-house SQL skills
  • Basic Help desk/Incident Management functionality

Workplace Management 2013 Service Catalogue Customers

In Their Own Words:

“Integrate or Replace? – Your Choice

What makes Matrix42 unique is our vision to be an aggregator of technology that interacts with end users. If you believe in putting your users first, our solutions help to achieve a great user experience, whilst the Service Desk team maintains control and reaps the benefits of automation. We provide best of breed software that interacts with the user’s Workplace, but we also integrate out-of-the-box with products like ServiceNow, Microsoft SCCM and Citrix, as well as providing an integration layer for other vendors.

Our strengths are:

  1. Simple: Very simple user interface – requires no end user training. Full control over what the end user can see and request. Fully searchable. Our new graphical Workflow Designer allows easy and flexible customisation of request and delivery processes.
  2. Interactive: Users and IT can see exactly where their request is in the system, and issue reminders, WITHOUT calling the Service Desk.
  3. Intelligent: Requests can be auto authorised, one step, two step, conditional extra step if procurement required and can be dependent on factors such as requestor, cost center, service owner, items in stock, licenses available.
  4. Integrated: Out-of-the-box automation for Software Delivery & Configuration of Physical, Virtual & Mobile Devices as well as Active Directory and 3rd party systems.
  5. Holistic: Full Contract Management & automated Licensed Software recognition, enables a complete and automated out-of-the-box solution for Software Request, License Compliance, Procurement and Delivery.”

Screenshots

Further Information

Group Test Index

This independent review is part of our 2013 Service Catalogue Group Test.