What would make you trust a remote access tool in production?

Hey everyone!

I'm building Vexaro Desk, a remote support tool for IT professionals, sysadmins, and teams managing devices remotely.

Something I've been thinking about: remote access software isn't just another utility. You're giving a tool access to real machines, internal systems, and sometimes an entire company's infrastructure. Choosing the right one involves much more than whether the connection works.

I'm curious how people here actually make that choice.

A few questions for IT folks and teams managing remote devices:

• Security and trust: What do you need to verify before allowing a remote access tool into your environment?

• Self-hosting vs. cloud: Is running the service on your own infrastructure a must-have, or is a well-managed cloud service enough?

• Auditability: How important are connection logs, session recording, and integration with your existing monitoring tools?

• Pricing: Does per-operator pricing become a real problem as your support team grows, or is it a reasonable trade-off?

• Switching costs: What would make you consider moving away from your current solution? And what would immediately rule out an alternative?

We're building Vexaro Desk with attended and unattended access, file transfer, audit capabilities, and a choice of cloud or self-hosted deployment.

I'm not going to claim we've solved everything. I'd genuinely like to understand which problems matter most to people who use these tools every day.

What's your biggest frustration with your current remote access setup? Honest criticism and specific examples are especially welcome.