Initial Setup: After purchasing a license, users receive access credentials to the ScreenConnect portal or installation package.
Cloud Deployment: For cloud-hosted versions, setup is nearly instant—users can begin configuring and using the software within minutes.
On-Premise Deployment: Requires downloading and installing the server software, configuring network settings, and applying security protocols. This may take a few hours to a couple of days depending on IT infrastructure.
Configuration: Admins set up technician accounts, permissions, branding, and session settings.
Integration: Optional integration with other ConnectWise tools or third-party systems may add time, typically a few hours.
Training and Testing: Teams often spend 1–2 days familiarizing themselves with the interface and testing remote sessions before full rollout.
Customisation
Branding: Businesses can customize logos, colors, and interface text to match their brand identity.
Visual Themes: Light and dark themes are available, with preview options for interface adjustments.
Extensions: ScreenConnect supports custom extensions and integrations, allowing developers to tailor functionality to specific workflows.
Session Behavior: Admins can configure how sessions start, whether users are prompted, and what permissions technicians have.
Security Settings: Granular access controls, two-factor authentication, and audit logs can be customized to meet compliance needs.
Backstage Mode: Enables technicians to work behind the scenes without disrupting the user, ideal for enterprise environments.
Mobile Support: Custom settings for mobile guest clients and technician access enhance flexibility for remote teams.
Additional Costs
Setup Fees: Cloud-hosted plans typically have no setup fees. On-premise licenses may involve initial costs for installation and configuration.
Maintenance Charges: On-premise deployments incur annual maintenance fees. For example, a 3-technician license costs around $3,449, with add-ons priced at $1,150 and prorated maintenance renewals.
Support Charges: Basic support is included, but premium support or extended service plans may be available at additional cost.
Add-On Licenses: Additional technician licenses or session capacity can be purchased separately, depending on business growth.
Customization Services: Advanced customization or integration support may require professional services, billed separately.
Training
Documentation Hub: A comprehensive online library covering setup, configuration, troubleshooting, and advanced features.
Knowledge Base: Searchable articles for resolving common issues and learning best practices.
Video Tutorials: Step-by-step guides on using ScreenConnect, including beginner walkthroughs and advanced tips.
Security Center: Dedicated resources explaining how to configure and maintain secure environments.
Community Forums: Peer-to-peer support and discussions with other users and ConnectWise experts.
Live Chat Support: Available 24/7 for immediate assistance with technical or account-related questions.
Onboarding Assistance: Personalized help for new customers, especially during initial setup and deployment.
Security Measures
AES-256 Encryption: All session traffic is encrypted using industry-standard AES-256 block encryption.
RSA Key Exchange: Ensures secure communication between endpoints during remote sessions.
Two-Factor Authentication (2FA): Adds an extra layer of protection for user accounts.
Granular Access Controls: Admins can define roles and permissions to restrict access based on job function.
Session Recording and Audit Logs: Tracks technician activity for compliance and accountability.
FIPS Compliance: While not certified, ScreenConnect follows FIPS guidelines for secure data handling.
Endpoint Hardening Tips: Guides and best practices to prevent unauthorized access and secure devices
Updates
Automatic Cloud Updates: Cloud-hosted instances are updated automatically between 2AM and 4AM local time, minimizing disruption.
Manual Upgrade Option: Users can manually trigger updates via the cloud management portal if preferred.
On-Premise Updates: Require manual installation of new server versions and client components.
Access Agent Updates: After a server upgrade, technicians must update access agents to maintain compatibility.
Release Notes: Detailed documentation accompanies each update, outlining new features, fixes, and changes.
Data Ownership and Portability
Full Data Ownership: Organizations retain complete ownership of their data, especially with on-premise deployments where all data is hosted internally.
Portability: Users can export session data, logs, and configurations for migration or backup purposes.
Cloud Cancellation Grace Period: After canceling a cloud subscription, data—including agents and configurations—is retained for 30 days, allowing users to reactivate or migrate before deletion.
No Vendor Lock-In: On-premise users can move or replicate their server setup without relying on ConnectWise infrastructure.
Scaling Up / Down
License Flexibility: ScreenConnect licenses are based on concurrent technician sessions, allowing organizations to add or remove technician seats as needed.
Unattended Access Agents: Unlimited agents are supported in Standard and Premium plans, making it easy to scale device coverage without extra fees.
Cloud vs On-Premise: Cloud users can upgrade plans instantly via the portal; on-premise users may need to purchase additional licenses or modules.
Custom Extensions: Businesses can scale functionality using extensions and integrations tailored to their workflows.
The terms & conditions for contract renewal and cancellation
Annual Billing: All plans are billed annually, with pricing based on technician concurrency and feature tier.
Cloud Cancellation Process:
Users cancel via the cloud portal by selecting the ellipses menu and confirming cancellation.
After cancellation, the instance and data are retained for 30 days.
Users can switch to ScreenConnect Free or relicense within that window to retain access.
On-Premise Licensing:
Includes initial license fee and annual maintenance renewal.
Maintenance renewals are prorated based on license additions or changes.
Refunds and Termination: Refunds may be available if cancellation occurs within a specified window, depending on the reseller or purchase agreement.
Compliance
SOC 2: ScreenConnect supports SOC 2 compliance through secure infrastructure and audit capabilities.
PCI: Suitable for environments handling payment data, with encryption and access controls.
HIPAA: On-premise deployments can be configured to meet HIPAA standards for healthcare data protection.
CJIS: Law enforcement agencies can configure ScreenConnect to meet Criminal Justice Information Services requirements.
FIPS Guidelines: ScreenConnect is FIPS compliant (not certified), using AES-256 encryption and RSA key exchange for secure sessions.
