Remote‑support tools – an overview, security track‑record and why the choice matters

Below is a quick‑reference guide to the most common remote‑support utilities used by UK IT support firms. It covers the core features you’ll find, any known security breach (or serious vulnerability) that has been publicly disclosed, and the factors you should weigh when picking a solution for your business.

1. Summary table

\*Only publicly disclosed, significant incidents are listed. All vendors have released patches; however, the existence of a breach or high‑severity CVE is a useful indicator of how quickly a vendor reacts and how mature its security processes are.

2. What each tool actually does (key capabilities)

3. Why the right tool matters

1. Data protection & GDPR compliance

• Remote sessions can expose confidential client data. A tool that offers end‑to‑end encryption, audit logs and role‑based access helps you demonstrate compliance to the Information Commissioner’s Office (ICO).
• Some tools (e.g., TeamViewer, ConnectWise Control) allow you to store session recordings in the EU, which may simplify data‑subject access requests.

1. Security posture & patch cadence

• A vendor that reacts swiftly to CVEs and provides automatic updates reduces the window of exposure.
• Look for built‑in two‑factor authentication, IP whitelisting, and device‑level certificates. Tools lacking these (or offering them only as add‑ons) increase the risk of credential‑theft.

1. Performance on low‑bandwidth links

• For remote sites with 3G/4G or satellite connections, the codec matters. AnyDesk’s DeskRT and NoMachine’s NX protocol are particularly efficient, whereas some VNC‑style solutions can feel sluggish.

1. Scalability & licence economics

• A small MSP may start with a per‑seat licence, but as the client base grows, concurrent‑user pricing often becomes cheaper.
• Some tools (e.g., Splashtop) have per‑device licences that are ideal for kiosks or ATMs, while others (TeamViewer) are better for unlimited device usage.

1. Integration with existing ticketing / PSA systems

• Seamless API or native plug‑ins for ConnectWise Manage, Autotask, ServiceNow, etc., cut down on manual entry and improve SLA reporting.
• Tools lacking integration can cause duplicated effort and increase the chance of human error.

1. User experience for the client

• A simple, one‑click join code (TeamViewer, AnyDesk) reduces the support call time.
• If the client is non‑technical, avoid solutions that require complex firewall changes unless you can pre‑configure them.

1. Regulatory or sector‑specific requirements

• In finance or healthcare, you may need session‑level logging and tamper‑proof audit trails. ConnectWise Control and TeamViewer both provide those features.
• For government contracts, Approved List status (e.g., a product on the UK Government’s G‑Cloud) may be mandatory.

4. Quick decision guide

5. Practical steps to evaluate and deploy

1. Create a short‑list based on the table above and your specific requirements (security, budget, OS mix).
2. Test the free trial of each candidate on a representative remote site. Verify:

• Connection latency and video quality on a 2 Mbps link.
• Ability to transfer files of >100 MB without corruption.
• Whether 2FA can be enforced for all users.

1. Check the vendor’s security documentation (e.g., security white‑paper, penetration‑test reports). Confirm:

• Encryption standards (TLS 1.2/1.3, AES‑256).
• Where session data is stored (EU vs US).
• Patch release frequency for the last 12 months.

1. Map the tool to your PSA/ticketing system – test the API or native plug‑in.
2. Roll out with a pilot group (2‑3 technicians). Record metrics: average time‑to‑connect, client‑side support calls, any security alerts.
3. Document the policy:

• Mandatory 2FA for all remote sessions.
• Session‑recording retention period (e.g., 30 days for audit).
• Procedure for revoking access when a technician leaves.

1. Train end‑users on the one‑click join code and on recognising phishing attempts that mimic remote‑support invitations.

6. Bottom line

Choosing a remote‑support tool is not just about “who has the cheapest licence”. The security history of the product, the strength of its encryption, the availability of audit trails, and how well it fits into your existing workflow all have a direct impact on:

• Protecting client data and staying compliant with GDPR and sector‑specific regulations.
• Maintaining service‑level agreements by reducing connection failures and support‑call times.
• Limiting exposure to breaches – tools that have suffered a breach but responded quickly (TeamViewer, AnyDesk) are still viable, provided you enforce MFA and keep the software up‑to‑date.

By following the evaluation checklist above, you can select a remote‑support solution that balances performance, cost, and security – keeping both your business and your clients safe.

All security incidents listed are based on publicly disclosed information up to January 2026. For the most recent advisories, always check the vendor’s security advisories page.