The implementation process for ConnectWise ScreenConnect software is structured and comprehensive, typically occurring in three main stages: onboarding, implementation, and go-live.
Onboarding (1-4 weeks): This initial phase involves setting up the foundational elements required for the software. A service delivery coordinator assists with completing necessary documentation, configuring the server, and scheduling meetings with a ConnectWise consultant.
Implementation (4-12 weeks): During this stage, a deeper dive into the software configuration takes place. The consultant presents an implementation plan and conducts sessions to tailor the software to the specific needs of the business. This phase includes reviewing the setup and performing user acceptance testing. The duration of this phase depends on the business size, the number of team members involved, and the complexity of the services chosen.
Go Live (1-4 weeks): In the final stage, the consultant helps roll out the software, provides support during training, and addresses any remaining issues. This phase ensures that the business is ready to fully utilize the software, with the consultant available to answer questions and provide final adjustments.
Overall, the total implementation time can range from 6 to 20 weeks, depending on various factors such as business size and specific requirements.
Customisation
ConnectWise ScreenConnect offers extensive customization options to fit specific business needs, making it a highly versatile remote support solution. Users can personalize over 1,200 settings, allowing them to tailor the software to their brand and operational requirements. Key customization features include:
Branding: Users can insert their logo, change the favicon, and replace the default application title and filenames with their own. This helps in creating a cohesive brand experience for end-users.
Theme Design: The software allows for the customization of the overall theme, including site colors and layout, without needing to write any code. This ensures that the remote support portal matches the company's branding and visual identity.
Localization: All text within the software can be translated into local languages, making it adaptable for global use. This includes menu items, dialog boxes, and other user interface elements.
Integration: ConnectWise ScreenConnect can be embedded into a company's website using an iframe, and users can choose custom URLs and hostnames for their remote support sessions. This integration capability enhances the seamlessness of the user experience.
Workflow Customization: Businesses can configure client features to enable or disable specific functionalities, ensuring that the software aligns with their operational workflows. This includes setting up notifications and consent controls to empower customers and maintain transparency.
Additional Costs
ConnectWise ScreenConnect offers a range of pricing plans and associated costs, which include setup fees, maintenance, and support charges:
Pricing Plans: The software is available in different tiers:
Remote Support One: $28 per tech/month billed annually ($36 month-to-month) with 1 connection per license and 10 unattended access agents.
Remote Support Standard: $43 per tech/month billed annually with unlimited unattended access agents and 3 simultaneous sessions.
Remote Support Premium: $53 per tech/month billed annually with unlimited unattended access agents and 10 simultaneous sessions.
Setup Fees: There are no explicit setup fees mentioned, but the initial onboarding and configuration may involve costs depending on the level of customization and support required.
Maintenance and Support Charges:
Annual Subscription: The prices mentioned are for annual subscriptions, which typically include maintenance updates and basic support.
Support Services: Additional support services may incur extra costs, such as premium support or consulting services. ConnectWise offers various support options, including email, chat, phone support, and access to a knowledge base and community forums.
Extensions and Integrations: Some premium extensions and integrations may have additional costs, enhancing the software’s functionality.
Training
ConnectWise ScreenConnect provides comprehensive training and support to help new users get the most out of the software:
Training Resources:
Documentation: Detailed product documentation is available, covering features, functionality, and setup instructions.
Videos and Tutorials: Users can access a variety of videos and recorded tutorials to learn how to use the software effectively.
Live Online and In-Person Training: ConnectWise offers live online training sessions and, in some cases, in-person training to provide hands-on experience with the software.
Knowledge Base: An extensive knowledge base with articles and guides helps users troubleshoot common issues and configure the software.
Support Services:
Email and Chat Support: Users can reach out to the support team via email or chat for assistance with any issues they encounter.
Phone Support: Phone support is available for more immediate help and complex issues.
Community Forums: ConnectWise fosters a strong community where users can share experiences, ask questions, and get advice from other users and experts.
Consulting Services: For more personalized help, ConnectWise offers consulting services to assess business needs and implement best practices.
Security Measures
ConnectWise Control implements several security measures to protect data. These include:
End-to-end encryption to ensure data is secure during transmission.
Two-factor authentication (2FA) to add an extra layer of security.
Role-based access control to restrict access to sensitive information based on user roles.
Regular security audits and updates to address potential vulnerabilities.
Updates
ConnectWise Control releases updates regularly to enhance functionality and address security issues. The updates are managed through an automated process, ensuring that users always have access to the latest features and security patches.
Data Ownership and Portability
Data Ownership
ConnectWise ScreenConnect's policy on data ownership is clear: customers remain the data controllers for all data they store in their ConnectWise instance. This means that customers have full control over their data, including the responsibility to apply appropriate access controls and security measures. ConnectWise acts as a data processor, ensuring that the data is handled securely and in compliance with relevant regulations, such as the General Data Protection Regulation (GDPR).
Data Portability
Regarding data portability, ConnectWise ScreenConnect complies with GDPR, which grants data subjects the right to transfer their personal data to another service provider. This ensures that users can export their data in a structured, commonly used, and machine-readable format, facilitating the migration to other platforms if needed.
Scaling Up / Down
Scaling Up or Down
ConnectWise ScreenConnect offers flexible terms for scaling up or down as organizational needs change. Users can modify their subscription plans and license types through the cloud portal. The process involves selecting the desired package, adjusting the number of licenses, and updating billing information accordingly
. This flexibility allows organizations to scale their remote support capabilities in line with their growth or reduction in demand.
Pricing Structure
The pricing structure is designed to accommodate different levels of usage:
Remote Support One: $28 per tech/month billed annually ($36 month-to-month) with 1 connection per license and 10 unattended access agents.
Remote Support Standard: $43 per tech/month billed annually with unlimited unattended access agents and 3 simultaneous sessions.
Remote Support Premium: $53 per tech/month billed annually with unlimited unattended access agents and 10 simultaneous sessions.
The terms & conditions for contract renewal and cancellation
ConnectWise Control agreements automatically renew for successive one-year periods unless either party provides written notice of non-renewal at least 60 days prior to the expiration date.
The per-unit pricing may increase during any renewal term.
Either party can terminate the agreement for cause, such as material breach or failure to pay fees, if the breach is not cured within 30 days of written notice.
ConnectWise reserves the right to suspend services if the customer is 30 days or more overdue on payment.
Compliance
ConnectWise Control meets compliance standards such as GDPR for data protection in the EU, HIPAA for protecting healthcare data, and PCI DSS for securing credit card transactions.
ConnectWise has completed third-party HIPAA assessments for ConnectWise Control.
ConnectWise Control can potentially meet NIST SP 800-171 requirements with an on-premises installation, AES-256 encryption, and multi-factor authentication configured.
