We get this question from time to time and it is quite relevant to how our software is designed, pricing strategy, and our overall business model. If we rewind the clock about 18months ago we were utilizing one of the big hosted remote support solutions available for our issue tracking solution (IssueNet). We started running into a few problems with customers not being able to connect, Vista prohibiting us from accessing and fixing certain problems, and the product was one of our highest fixed support costs.

So we decided to test the market and look at alternative solutions, there were a lot of tools out there but none that met 100% of our needs. So we embarked on ScreenConnect where our entire initiative was to develop a product that was easy, self-hosted, completely configurable, and just works. A lot of our development is around connection issues, managing slow bandwidth connections, and maintaining support for various hardware/software configurations. We are very careful with any new feature we add to make sure that it is something that makes a real improvement in our user experience, you will never see ScreenConnect adding features so that we can check the "me too" boxes on evaluation forms. We know that ScreenConnect is not for everyone, but our goal is that small to mid-size shops will have a tool they can trust that doesn't break their bank account. And that larger organizations now have a solid alternative to using 3rd party hosted tools that cost hundreds or thousands of dollars a month.