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Matrix42 FastViewer
Your technicians support PCs in offices and homes. They shouldn’t need a VPN and a seat each — Matrix42 FastViewer licenses the remote sessions running at once — attended or unattended, from Matrix42’s cloud or your own server, and opened from the Matrix42 service desk if you run it.
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Same software. Better outcome — at a lower cost.
How it’s rated
Full scoreboard ↓Quick answer
The Matrix42 platform family
This page covers Matrix42 FastViewer — remote control for attended and unattended support. The rest:
Quick facts
30-second orientation- Product
- Remote control for attended and unattended support, from Matrix42’s cloud or an on-prem server
- Maker
- A Frankfurt company since 1992, run by Niilo Fredrikson (CEO from April 2024) and held by Corten Capital
- Price
- The Matrix42 Marketplace lists €540 a year for each concurrent session, plus VAT — €45 a month
- Licence
- One licence is one concurrent session with up to 100 installed agents; only the supporter is licensed
- Access
- Standalone browser app, desktop app for Windows and Mac, and a web app integrated with Matrix42 ESM
- Mobile
- The desktop version also runs on iOS and Android; Samsung Knox control is possible only through an MDM
- Security
- 256-bit AES, two-factor authentication, access profiles and tamper-proof session logging; no VPN needed
- Recording
- Not yet available on the web console, per Matrix42’s own FAQ, which calls it planned
- India
- No India office, partner or data region; an on-prem server keeps session traffic on your network
- In India via
- TechBag — session sizing, hosting choice, quote in INR with GST, first agent rollout
Understand concurrent-session remote support before you buy it
Most product pages skip this. We start here — so you buy a capability, not a buzzword.
What is concurrent-session remote support?
A technician takes control of a user’s PC, attended or unattended, and you pay for sessions running at once, not for every technician.
A VPN, RDP and a seat per technician vs one session-licensed remote tool — the honest table
What consolidation actually replaces, dimension by dimension.
| Dimension | A VPN, RDP and a seat per technician | Matrix42 FastViewer |
|---|---|---|
| How a session starts | A phone call, then a tool picked ad hoc | From the Matrix42 ticket or a browser app |
| What you pay for | A seat for every technician | Concurrent sessions, €540 each a year |
| Reaching an empty PC | A VPN and RDP, if the port is open | An unattended agent, with no VPN needed |
| Evidence afterwards | Whatever the technician remembers | A tamper-proof session log (no video yet) |
| Where the server runs | Wherever the vendor decides | Matrix42’s cloud or your own server |
| What it is NOT | — | A screen recorder, credential vault or approval workflow |
The cheapest test is the free trial: install agents on a pilot group, work a week of real tickets through it, and count your peak concurrent sessions.
The five pieces of the platform
Vendors love diagrams; buyers need to know what they’re actually operating. Here’s the whole platform, demystified.
Supporter
Technicians connect from a standalone browser application, a desktop app for Windows or Mac, or the web app built into Matrix42 ESM; only this side holds a licence.
Agents
An installed agent lets a licensed supporter reach a PC with nobody present; every concurrent-session licence includes up to 100 of these unattended clients.
Server
Sessions run through Matrix42’s cloud or through a FastViewer server you install on-premises, encrypted with 256-bit AES and with no VPN in between.
Control
Access profiles set what each supporter may do, two-factor authentication guards sign-in, and each session leaves a tamper-proof log rather than a video.
Supporter app to agent, licensed per concurrent session — through Matrix42’s cloud or a server you run yourself.
Nine capabilities. Connect, control, secure.
Matrix42 FastViewer licenses the remote sessions running at once, from Matrix42’s cloud or your own server.
Ad hoc help, nothing installed
Ad hoc remote control works without an installation on the user’s side, so a caller can be helped before any agent is rolled out.
PCs nobody is sitting at
An installed agent lets a supporter reach a machine with no one present; each licence includes 100 clients for unattended access.
Browser, desktop or ESM
Supporters work from a standalone browser application, a Windows or Mac desktop app, or the web app integrated with Matrix42 ESM.
Every screen the user has
Multi-monitor support lets a technician move between a user’s displays; multi-session is listed too, so ask how it meets licences.
Remote PowerShell and CMD
Remote PowerShell and CMD run commands on the far machine without taking over the desktop; reboot and user switching are built in.
Files of up to 2 GB each
Files of up to 2 GB apiece move between supporter and user, and clipboard sharing carries text across without any retyping.
256-bit AES, no VPN
Sessions are protected with 256-bit AES encryption, and Matrix42 states that no VPN is required to reach a managed machine.
Two-factor and access profiles
Two-factor authentication protects supporter accounts, and access profiles decide what each technician is allowed to do remotely.
A tamper-proof session log
Each session is written to a tamper-proof log; a video recording of the session is not yet available, according to Matrix42’s FAQ.
A seat for every technician adds up fast.FastViewer licenses the sessions running at once.
Here’s what genuinely sets it apart — and exactly where it stops.
A price you can read before calling sales
FastViewer is the only Matrix42 product with a published price: €540 per concurrent session per year, plus VAT, on the Matrix42 Marketplace, or about €45 a session a month. Every other Matrix42 product is quote-only. Matrix42 prints no USD or INR figure, so plan the budget in euros.
Licensed by sessions, not by people
Each licence is one concurrent session with up to 100 agents installed, and only the supporter needs a licence. Seven licences mean seven sessions in parallel and up to 700 unattended agents, so a large desk whose technicians rarely work at once pays for its peak, not its headcount.
Opened from the service desk, hosted where you choose
For Matrix42 service-management customers, FastViewer runs as a web app integrated with Matrix42 ESM, so a session starts on the same platform that holds the ticket. Matrix42 also offers an on-premises server, which keeps session traffic inside your own network rather than its cloud.
Where it stops
Video recording is not yet available on the web console; Matrix42’s own FAQ calls it planned, so the evidence is a session log, not a replay. There is no credential vault or per-session approval, prices exist only in euros, and Matrix42 has no India office, verified partner or data region.
The numbers behind the platform
What your Matrix42 FastViewer rollout looks like
Count peak sessions, not people
Log how many technicians are in sessions at the same moment in your busiest hour; that figure, not headcount, sets the licences.
Choose cloud or your own server
Decide whether sessions run through Matrix42’s cloud or an on-prem FastViewer server, and settle where Indian traffic must stay.
Run the free trial on a pilot
Install agents on a pilot group, help a few callers ad hoc, and test file transfer and Remote PowerShell over your weakest branch link.
Set profiles and two-factor
Create access profiles per role, enforce two-factor sign-in, and confirm the session log answers what your auditors will ask.
Roll out agents in batches
Deploy unattended agents within 100 per licence, open sessions from Matrix42 ESM if you run it, then sign the yearly term.
The review scoreboard
Modelled on Gartner Peer Insights structure. *Counts and breakdowns are illustrative pending verified review collection.
Quick poll — what’s driving your evaluation?
Talk to an advisor“We open a FastViewer session straight from the Matrix42 ticket, so nobody hunts for the caller’s machine name any more.”
“Twelve technicians share four concurrent licences. We pay for the busiest hour, and we have not hit the ceiling yet.”
“Remote PowerShell saved a trip when a branch server’s service hung; we restarted it without taking over the desktop.”
“Our auditors asked for screen recordings. FastViewer gives a session log, not video, so we had to explain the gap.”
“We run the on-prem server because sessions had to stay inside our network. The euro invoice needed finance sign-off.”
“Pushing 2 GB driver packages through the session beats mailing links, though big transfers drag on thin branch lines.”
Where everyone sits — the grids
Analyst firms bury this view behind paywalls, and G2 retired its Grid. So here’s TechBag’s synthesis of the remote support market — tap any vendor to see why it sits where it does.
TechBag Remote Support Grid
Execution strength vs product vision — the classic market map, minus the paywall.
€540 per concurrent session a year; Matrix42’s only list price.
Data Control × Session Evidence
The grid nobody publishes — how much control you get over where sessions run and their data sits, India included, vs how much proof each session leaves behind.
Cloud or own server; session logs only, SSO not published.
Positions are TechBag’s illustrative synthesis of public review-platform data and vendor documentation — not a reproduction of any analyst graphic. Verify before relying on it.
Matrix42 FastViewer vs the remote support field
Against TeamViewer Remote, AnyDesk, Splashtop Remote Support, ISL Online and Zoho Assist — on deployment, devices, licensing, price, evidence, sign-on and India.
| Dimension | Matrix42 FastViewer | TeamViewer Remote | AnyDesk | Splashtop Remote Support | ISL Online | Zoho Assist |
|---|---|---|---|---|---|---|
| What it is | Matrix42 remote control | TeamViewer’s core suite | Tiered remote desktop | Help-desk support tool | Support plus AlwaysOn | Zoho’s SaaS support |
| Deployment | Cloud or own server | Vendor cloud only | On-prem on Ultimate | On-prem via Enterprise | Cloud, self-host, MPC | Zoho cloud only |
| Devices covered | Desktop; Knox via MDM | Mobile is an add-on | Seven platforms | Phones in SOS only | Android full, iOS view | Mobile on Professional |
| Pricing model | Per concurrent session | Named users + channels | Plan bundles, yearly | Concurrent tech, yearly | Concurrent technicians | Per tech; PCs in 25s |
| Published entry price | €540/session/year | $24.90/month | $28.90/month, Solo | $259/year per tech | $16.90/month Starter | $10/tech/month |
| Included vs add-on | SmartCard support extra | Paid modules on top | Connections are extra | Recording and PSA in | Full kit from Starter | Recording on Enterprise |
| Scale and limits | 100 agents per licence | Device caps by plan | 100 to 1,000 devices | Up to 1,200 computers | Up to 5,000 devices | 2–6 sessions per tech |
| Security and evidence | AES-256; logs, no video | AES-256; local recording | TLS 1.3; local recording | SOC 2, ISO 27001 | ISO 27001, AES-256 | AES-256; audit on Ent. |
| Integrations | Inside Matrix42 ESM | ITSM connectors | ITSM hooks, Ultimate | PSA ticketing included | REST API from Standard | Zoho Desk + ITSM |
| Governance and SSO | 2FA, access profiles | SSO via Tensor | OIDC SSO on Ultimate | SSO on Enterprise | SAML on Premium | No SSO listed |
| India storage region | No region; on-prem | No India option | Ultimate on-prem | US, Germany, Australia | EU masters; self-host | Mumbai and Chennai |
| Support | European hours | 24h via Tensor SLA | SLA on Solo–Advanced | Hours not published | Chat, CET weekdays | 24x7 is extra |
| Lock-in and exit | Yearly subscription | Auto-renews yearly | First-year discount | Yearly billing only | 15-day refund | Monthly terms |
| Best fit | Matrix42 ESM shops | TeamViewer-only estates | Weak-link sites | Budget help desks | Self-hosting buyers | Data kept in India |
Which approach fits you?
Honest fit signals — because the fastest way to lose your trust is to pretend one product wins every scenario.
Choose Matrix42 FastViewer if…
- ✓You already run Matrix42 Service Management and want remote sessions opened on the same platform as the ticket
- ✓Many technicians share a few simultaneous sessions, so a €540-per-concurrent-session licence beats paying per person
- ✓Session traffic must stay in-house and you would rather run the FastViewer server on your own infrastructure
Compare alternatives if…
- ✓Auditors want video of sessions — ISL Online and Splashtop SOS include recording, while FastViewer only logs
- ✓Account data must sit in an Indian cloud region — Zoho Assist keeps it in Mumbai and Chennai
- ✓You want a USD or rupee price list — Zoho Assist publishes INR, and ISL Online and AnyDesk publish USD
Do not expect…
- ✓Video recording of FastViewer sessions — Matrix42’s FAQ lists it as planned, not shipped
- ✓A credential vault or a per-session approval workflow
- ✓A Matrix42 office, verified partner or data region in India, or a price in anything but euros
Matrix42 FastViewer is one of 22 remote support & access products TechBag carries. The Remote Support & Access guide narrows them to a shortlist and shows the reasoning. →
What does supporting PCs by hand cost you?
Drag the sliders (PCs your desk supports; technician-hour cost). Estimates model technician time lost to desk visits, VPN set-up and talking users through fixes at an assumed 1.5 hours per PC a year, with 70% of it removed by remote sessions from one console. Both figures are assumptions. Illustrative.
Loaded cost = salary + overheads per productive hour. Illustrative only — your TechBag quote models your actual environment and modules.
Three ways to consume it
Published: FastViewer is €540 per concurrent session per year, plus VAT, on the Matrix42 Marketplace — about €45 a session a month, with up to 100 unattended agents per licence and only the supporter licensed. Matrix42 prints no USD or INR price and offers a free trial. TechBag sizes your peak sessions first, then quotes in INR with GST.
FastViewer licence
Best for desks that share sessions
- €540 per concurrent session a year, plus VAT
- Up to 100 unattended agents per licence
- Only the supporter needs a licence
+ Platform add-ons
Best for a broader rollout
- Scoped to your estate
- Add-on modules as needed
- Phased, right-sized deployment
Remote Support for SmartCards
Best as a FastViewer add-on
- €2.88 per user a year on the Marketplace
- Listed beside FastViewer as a related add-on
- Bought per user, not per session
Buy it for less — TechBag pricing beats list
Whatever the list prices above, TechBag negotiates a significantly better deal — with GST-compliant INR invoicing and local support. Ask us for your discounted quote.
Get an India-ready quote
Tell us your requirements and current tools — we’ll model it against what you spend today.
The 8 questions to ask every vendor
Take this into your next vendor call — including ours.
What is your peak number of simultaneous sessions? Each €540 licence covers one, plus up to 100 unattended agents.
Will unattended machines exceed 100 per licence? Seven licences allow up to 700 agents across the estate.
Will sessions run through Matrix42’s cloud, or must an on-prem server keep traffic inside your own network?
Is a tamper-proof session log enough, or does a regulator expect video? Recording is not yet available.
Is two-factor enforced for every supporter, and do access profiles limit what each role may do on a machine?
Do you need to control phones? Samsung Knox remote control works only through an MDM, so check which you run.
Do you run Matrix42 ESM? FastViewer’s integrated web app is the strongest reason to pick it over rivals.
Has finance approved a euro-denominated subscription? Ask for the quote in INR with GST and the exchange basis.
Questions buyers ask
Ready to evaluate Matrix42 FastViewer?
Count your peak concurrent sessions first, or let a TechBag advisor scope a pilot that puts one support team on FastViewer, in the cloud or on your own server.
Stats, ratings, review counts and pricing are illustrative and sourced from public materials; verify before purchase.