Dameware Remote Everywhere

The implementation of Dameware Remote Everywhere (DRE) is a rapid and simple process, typical of a cloud-based (SaaS) solution. The process primarily involves configuration via a web-based administrative console and the deployment of lightweight agents on managed endpoints. Since there is no on-premises server setup required for the DRE cloud version, initial deployment is fast. Connecting to an endpoint for support is almost instantaneous, typically taking less than eight seconds.

• Cloud-Based Setup: Access the central Admin Area via a web browser for initial configuration and management.
• Component Deployment: Download and install the necessary components, which include the Windows/macOS Console for technicians and a lightweight Agent or Applet on the end-user devices.
• Configuration: Set up user accounts, authentication methods (like Multi-Factor Authentication), security policies, and custom branding settings within the Admin Area.
• Integration: If integrating with an IT Service Management (ITSM) platform like SolarWinds Service Desk, the final step involves generating and using API keys to link the two systems.
• Timeframe: The overall deployment for an organization is typically fast, ranging from days to a few weeks, depending on the scale and complexity of the endpoint configuration and internal processes. Individual remote support sessions can be initiated and connected in under eight seconds.

Yes, Dameware Remote Everywhere offers several customization options primarily focused on branding, the end-user experience, and integrating with other business systems. This allows organizations to maintain a professional brand identity and integrate remote support workflows into their existing service management processes.

• Custom Branding: Customize the user-facing components, such as the remote Agent and Applet, with specific corporate logos and branding.
• Custom Communication: Tailor the warnings, communications, and prompts that end-users see during support sessions.
• Survey Management: Configure mandatory or optional post-session surveys to gather user feedback and measure service quality.
• Integration Capabilities: Use API keys to integrate DRE with other help desk and IT asset management tools, such as SolarWinds Service Desk, to enable one-click support directly from incident tickets.
• Security Policy Alignment: Configure security settings, including access permissions and authentication requirements, to align with specific organizational security policies.

Dameware Remote Everywhere operates on a subscription-based licensing model, generally eliminating separate setup and mandatory maintenance fees. The primary cost is the subscription itself, which is priced per concurrent technician on a tiered annual basis. Standard maintenance and support are typically bundled into the annual subscription fee, with optional premium services available for an extra charge.

• Licensing Model: Subscription-based license, billed annually per concurrent technician.
• Setup Fees: No mandatory entry-level setup fee is typically charged for the cloud-based DRE software.
• Subscription Cost: Pricing is tiered; the cost per technician decreases as the total number of licensed technicians increases.
• Endpoint Cap: Each licensed technician can support a set number of endpoints (e.g., up to 500) included in the base price, with custom quotes required for higher volume needs.
• Maintenance & Support: Standard technical support and all software maintenance (including bug fixes and feature updates) are generally included as part of the annual subscription.
• Premium Support: Additional or enhanced support services, such as Premium Support, are available for an extra cost.

The software offers a comprehensive range of support and training resources designed to guide both administrators and technicians through deployment, configuration, and day-to-day use. These resources are provided through official documentation, an online community, and formal training programs.

• Comprehensive Documentation: Access to a full library of technical documents, including Administrator Guides, Installation Guides, Getting Started Guides, and Troubleshooting information.
• Technical Support: Direct access to the vendor's technical support team for assistance with issues and configuration.
• Formal Training & Certification: SolarWinds Academy provides training courses and certification programs for users who need in-depth knowledge and official qualifications.
• User Community (THWACK): Engagement with a large, active user community where technicians can share solutions, ask questions, and interact with product experts.
• Onboarding Resources: Dedicated resources are provided to streamline the installation and initial configuration process.

Security is foundational to Dameware Remote Everywhere, which employs advanced, end-to-end encryption and multi-layered authentication mechanisms to secure remote sessions and protect sensitive data from unauthorized access. The vendor architecturally ensures that session content is never accessible to them.

• End-to-End Encryption: Remote sessions are secured using a proprietary communication protocol with mandatory AES 256-bit encryption for session data. Key exchange is protected by SSL/TLS 1.2.
• Data Isolation: The encryption process is end-to-end, meaning the service does not intercept or decode transferred session information, ensuring the vendor cannot access the content of the support session.
• Multi-Factor Authentication (MFA): Support for MFA and Smart-Card Authentication provides an essential layer of defense against credential compromise.
• Digital Signatures: All critical in-session actions, including keyboard strokes, file transfers, and clipboard information, are digitally signed to ensure integrity and authenticity.
• Authentication Control: Ability to require local user pre-authorization on the target machine, use a configurable Master Password, or authenticate against a Windows Account.
• Comprehensive Logging: All major session features (remote control, chat, file transfer) are logged in detailed Session Reports, and sessions can be video recorded for audit and security purposes.

Everywhere follows a continuous update model, particularly for its cloud components, with regular updates released for its various software parts. This ensures the platform remains current with security patches, feature enhancements, and compatibility fixes.

• Regular Releases: Updates are frequently released across all components, including the Admin Area, Consoles, Agents, and Applets, as detailed in the official release notes.
• Automatic Updates for Cloud: The primary Admin Area, which is web-based, is automatically updated by the vendor, ensuring administrators always have the latest version.
• Manual Component Updates: Other components, such as the Windows Console, Agents, and Applets installed on desktop and mobile devices, may require manual updates by the customer's IT team or end-users.
• Update Notification: Release notes and documentation are provided to detail the changes and guide users through any necessary manual update processes.

The policy is structured to give the customer control and auditability over their data. While the customer retains ownership of the data generated through use of the software, the product's architecture is designed to enforce data privacy by preventing the vendor from accessing the content of remote sessions.

• Data Ownership: The customer retains ownership of their usage data, which includes all session history, detailed logs, and reporting data.
• Privacy Guarantee: Session content is protected by end-to-end encryption, meaning the vendor is structurally unable to intercept or decode the information exchanged during a support session.
• Audit Trail: Session logging, reporting, and video recording capabilities provide a robust audit trail, which serves as the primary mechanism for data portability and compliance records.
• Data Retention: The platform maintains information on deleted or inactive hosts for a defined period (e.g., 90 days for inactive, 30 days after deletion) before permanently removing the data from the database.

Scaling is managed directly through the subscription licensing model. As a highly scalable cloud solution, organizations can adjust their license count to match fluctuating operational needs. Scaling up is encouraged through volume-based pricing tiers.

• License Model: Scaling is based on the number of concurrent technician licenses purchased annually.
• Scaling Up: Scaling up is simple; customers purchase additional technician licenses, which typically results in a lower per-technician price due to the volume-based tiers.
• Scaling Down: Reducing the number of licenses is managed at the time of the annual subscription renewal.
• Endpoint Scaling: While a license includes support for a generous number of endpoints (e.g., 500 per license), any requirement to exceed this endpoint cap necessitates contacting the sales team for custom enterprise terms.
• Subscription Term: Scaling adjustments take effect over the 1-year subscription period.

The software is offered under a standard subscription contract, typically with a one-year renewal term. Contract management is governed by the terms of the subscription agreement, which outlines procedures for renewal, expiration, and termination.

• Contract Term: The standard licensing term is a 1-year subscription, which must be renewed annually to maintain service.
• Renewal Process: Contract renewal is a key component of the subscription model. For large organizations, integrated tools can track contract end dates and send automated renewal reminders (e.g., 15 to 120 days prior to expiration).
• Cancellation/Termination: Contracts have clear statuses, including 'expired' and 'terminated'. Cancellation is managed according to the terms of the annual subscription agreement, typically requiring a notification period ahead of the renewal date to avoid automatic renewal. Non-renewal will result in service termination at the end of the contracted period.
• Payment Terms: Renewal and payment terms are specified in the contract and are a prerequisite for continued use of the service and support.

Dameware Remote Everywhere incorporates security features specifically designed to help organizations meet stringent regulatory and industry compliance standards. The software's capabilities are aligned with major security frameworks, although the responsibility for full organizational compliance remains with the customer.

• FIPS 140-2 Compliance: The software utilizes cryptographic modules that can be operated in FIPS Mode, which meets the Level 1 requirements for the U.S. government's Federal Information Processing Standard 140-2.
• Data Protection Alignment: The use of AES 256-bit encryption, Multi-Factor Authentication, and detailed session logging provides essential controls necessary for frameworks that govern the handling of sensitive data, such as HIPAA, GDPR, and other regulatory requirements.
• Security Features: Features like Smart Card Authentication, multilevel permissions, and user authorization requirements contribute to a compliant security posture.
• Customer Responsibility: Customers are advised to conduct their own risk assessments to ensure their specific implementation and use of the software meets their particular compliance obligations.