BeyondTrust Remote Support Reviews

We['ve been using the solution for remote support.

The regular use case is regular support for end-users, however, the other value of the platform is the fact that it gives very, very detailed insight capabilities and session recording capabilities. 

Another interesting use case is for inviting external support by our partners, locally. We are capable of inviting external support. 

The mobile support is rarely used, yet still in place.

The solution does offer mobile support.

Setting up the cloud deployment is very simple. 

The solution is stable.

We've found the technical support to be quite helpful and very valuable to have.

There is a gap in the iOS remote support. I know that it's somehow restricted by the architecture of the platform. It might be good to get some more insights on it. There could be some insights into reporting, including better reporting capabilities. That would be helpful as well.

iOS interactive support would be a cool addition. Right now it's a non-interactive view.

The licensing is very expensive. 

We've been using the solution for five years.

The product is very stable. There are no bugs or glitches. It doesn't crash or freeze. It's reliable. 

We find that there is potential for scaling. The scalability requires some effort, however, especially within the on-premise environment.

In terms of usage, we've got around 50,000 users who get supported by it and the actual operators of the product are around 2,000 people.

We do not plan to increase usage. It will be hard to extend its use from the current levels.

Technical support has been very valuable. We are happy with the level of support.

Previously, we tried LogMeIn and we tried TeamViewer as well.

BeyondTrust had much better auditing capabilities and was putting a lot of effort into ensuring that the solution is secure enough. We chose it mainly due to the capabilities that BeyondTrust provides, within the area of auditing, session control, and session insights.

For the on-premise environments, the initial setup was quite complex. That was not due to the solution, however. Rather, it was the complexity of the local environment. 

The cloud setup was quite simple. The only challenge is the life cycle of those remote agents.

We do not need a large team to handle maintenance. There are two people globally maintaining it.

The solution is very expensive.

We are billed yearly.

We are using the latest version of the solution.

We have two environments. One is on cloud and one is on-premises.

I would advise potential users that if they need best-in-class, then definitely they should look at BeyondTrust. That said, you have to keep in mind the cost of it.

I'd rate the solution at a nine out of ten.

We use Bomgar Remote Support to manage a fleet of more than 3000 computers across four campuses in two counties. This support extends to both hardware and software support in addition to assistance as needed for more than 1500 employees and an annual count of over 25,000 students. 

Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient. We also have the ability to knowingly offer support to students from their homes, which extends conveniences, such as password resets and assistance with class registration. 

I personally like the ability to share files with other machines. It gives me the ability to harvest the tools that I need for a job before handling them when I connect to that machine. I simply move that package over to the machine that I need to work on, then perform the needed work.

Bomgar is an inclusive software package. It has been improved upon several times already. 

Stability with Bomgar has been solid. We have no complaints.

There seems to be no scalability issues with Bomgar, regardless of the number of technicians we have using the system or the number of devices that we have in session at one time. 

We rarely need support for anything, but when we do, they are on it and always helpful.

We were using LogMeIn before deciding to go with Bomgar. While LogMeIn was a decent solution, Bomgar had several features that we liked. These features were not supported by LogMeIn.

As for setup, we had Bomgar come in and assist us with it. It was not difficult. The things that they needed to know about our domain were readily available. It was a smooth transition. 

Bomgar sent a team and they were fantastic. Adoption and deployment were quick and smooth. 

This is a hard one to factor in. Before Bomgar, we spent 80% of the time running from building to building and to the campus installing the software, also training employees. This has been turned upside down. We are much more efficient now than before. That allows us the ability to turn over tickets quicker and get people back to work faster. The ROI for this product is fairly quick. 

Ask a lot of questions. It is not the most cost effective solution on the market. We believe for the money, it is worth what you pay. 

We evaluated a few different options, like UltraVNC and TeamViewer as well as others. None seemed to compare to the proprietary nature of Bomgar and their ability to record each session.

It has improved our Corporate ICT support offering, meaning our customers receive improved support from our front-line and second-line support teams.

• Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset.
• The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous solution, enabling a far wider reach to our end-users.
• Mobile device support option - While we are not currently making use of this, it is one that is on our roadmap to introduce and will be valuable for a heavily mobile workforce.

The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on.

The service is based on hardware appliances and they have been robust and stable.

We run with an active/passive configuration with one of the appliances in our primary datacentre running as active, and a second being kept in sync as a warm standby, should an issue occur.

The appliances are able to handle thousands of connections without issue. We have not experienced any issues with performance due to load.

Technical support is always good when engaged. We do not need to contact often. We mainly engage to answer questions regarding upgrades to the service.  Always helpful and responsive. Account management is always on hand.

We utilised Novell (now Micro Focus) ZENworks’ in-built Remote Control tool. We wanted the additional functionality offered by Bomgar, the full session audit, the chat integration. We experienced NAT issues with ZENworks Remote Control (Novell/Micro Focus have improved this by using a Remote Control proxy service).

Straightforward and handheld all the way by Bomgar Professional Services. The most complex element was providing a certificate to Bomgar to embed in the code to be installed on the appliance, but this was quick and relatively straightforward.

Setting up active/passive configuration was fully documented and easy. Our use of a load balancer in front of the service was assisted by Bomgar and done without issue.

Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too. 

We did a competitive tender. Bomgar was the only vendor in the market with the requirements we were looking for.

Set up a full project that looks to implement the full suite of functionality. Maybe phase the implementation to get the key functionality in place, and then look to utilise the more advanced functionality. Train the support analysts in the use of the tool. Bomgar provides training with the purchase, which allows your team to become Bomgar certified.

I rate it an eight out of 10. It has enabled the introduction of a new communication channel (live chat) to our ICT service desk with integration directly into our Service Management toolset. The remote control solution has enabled a wider reach to our end-users. Quick scripts have enabled innovation in our support offering.

I use Bomgar Remote Support as a help desk tool to assist our internal employees across multiple states address issues with their individual PCs, cell phones, and workstation issues. It is also used to remotely retrieve data from unmanned workstations in our remote offices.  

One of the largest values that we get from Bomgar Remote Support tool is the ability to assist our drivers with their mobile devices. We were unable to do this previously. 

The time savings that we experience from being able to get hands on with a device experiencing trouble, and the time to resolve an issue is substantial. It gives me the ability to work on projects and more important aspects of our company's technology.

Remote shell and file management are critical tools that I leverage regularly on the Bomgar Remote Support platform. Also, the remote reboot feature is particularly valuable for rebooting terminal servers that have power controls disabled.

The product is pretty well rounded, but there are a few things that could be improved. 

• Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit. 
• The screen annotation tools could be expanded. I would like to see a text/typing annotation tool.

The product is extremely stable.

No stability issues. Just buy another license/seat when you need it.

Support is very responsive and great to work with. It is not common to need support very often. The product does not really run into any issues.

I have used other tools in the past, but this was the first remote support tool that we have purchased.

The setup is complex. Purchase the remote implementation service and make them slow down and work with you.

In-house.

Our ROI is immeasurable, but we are well in the black.

In my experience, Bomgar is a superior product. Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years.

We evaluated LogMeIn, TeamViewer, WebEx and GoToMeeting.

Provides secure remote support to clients using Mac, Windows, and mobile devices in a healthcare environment supporting 10,000 clients and 15,000 devices.

We have the ability to securely assist users remotely with a stable product, which allows for reporting capabilities, SAML authentication, and ServiceNow integration.

• SAML integration
• Reporting capabilities
• Integration with ServiceNow
• Multiple web portals
• Jump Clients
• Remote mobile support

The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance. We do this so we can provide remote support assistance 7 am to 6 pm, but we only enable the chat from 9 am to 5 pm.

Intility is a cloud service provider who serves more than 600 companies with 20,000 users worldwide. It is key to provide our customers with enterprise grade support, and an integrated chat and remote tool support system is essential for this purpose. Easy collaboration between technicians across departments and locations enables us to handle support inquiries efficiently.

The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency.

The jump to feature function is the most valuable to us as it allows us to directly remote control customers. Furthermore, the Collaboration feature between technicians is also crucial.

The possibility to integrate a chatbot would take this product to the next level.

We have not encountered any issues with stability. Updates leave us with less than 30 minutes of downtime.

A quick email to support will shortly give us access to updates to upscale where we want, whether it is more concurrent licenses or active clients in our environment.

I would rate the technical support as a nine out of 10. They are polite, quick, and good with follow-ups.

We used one vendor for our remote tool and another for our chat service. None of them met our requirements, so an integrated solution was key. 

The setup is no more complex than any other service you would implement. However, with all the different possibilities and features this product has to meet for market needs, you have to expect a level of complexity in terms of security and feature policies. 

Although the learning curve is steep, the product is well-documented.

The product maintenance and licensing costs are on the higher end, so I would carefully review how many licenses you need. The concurrent license model is helpful in this manner.

We evaluated TeamViewer and Zendesk.

I would advise others to write down and visualize their requirements. 

Remember that this tool can be one of their core components, so an ongoing project is necessary. Furthermore, I would suggest to plan for things such as a customer-facing support portal, continuous automatic install of Bomgar Clients in their environment, SLA reporting to stakeholders, and access policies for representatives/technicians.

We use Bomgar Remote Support at our approximately 100 employee firm to provide immediate support no matter the employee's current location.

The firm has greatly benefited from using Bomgar Remote. It is a lightweight, reliable solution that gives IT a direct visual of occurring issues. 

The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow. Also, it allows IT to "visit" and take over a session when assisting. 

During initial deployment of the Client on employee devices, there were just a few which failed. This required a second try at installation. We did not know which failed due to no reporting of Clients (that I could find) within the Bomgar Representative Console. 

We have had very little downtime, which was most likely user error. 

No issues with scalability. 

We have had to reach out only one time to Bomgar customer service. It had a pleasant, speedy resolution. 

We used LogMeIn and switched due to rising its cost. We also had prior experience with Bomgar. 

It has a straightforward setup. Bomgar has created a simple, lightweight deployment process.  

In-house implementation. 

Bomgar has a very fair pricing structure. 

No other options were evaluated. 

This product provides remote assistance to globally dispersed users with single clustered instance. It also has features such as secure auditing/reporting and multi-language support that are key aspects for our environment.

Some of the valuable features are:

• Non-persistent agent: This is the most valuable feature as there is no permanent client agent on the end user's machine. Support representatives provide the user with a URL and a session key. The user enters the session, during which a small file is installed and then removed completely at the end of the session. It is secure because the company’s network needs to open only port 443.
• Support for Internet device with security: While majority of the users are on corporate networks, quite a few are on the move or home based. Hence, the ability to support users securely over the Internet is a key feature.
• High availability supported with an easy setup and updates: High availability is well implemented with the Atlas Cluster technology for Bomgar appliances. Thus, ensuring the service is available with relatively no down time.
• Remote support for Windows 10 and mobile devices: Support for Windows 10, Android and iOS provides flexibility for organizations to support a wide range of platforms and devices.
• Integration client for archiving: API and integration client for reporting session data and logs has an easy setup. In addition, setting up appliances, configuring the cluster, carrying out backup and updates are hassle-free processes.
• Jump feature enables a Support Representative to push client agent and start unattended session with local and Remote devices. Unmanned locations can take advantage of Jump point, a Role served by one of machines on that network as conduit for unattended connections, Wake up machines and even connect via vPro AMT interface.
• Remote Support 16.2 introduced Web Interface for Representative Console, with same functions as Desktop Console.

The Remote support solution based on Bomgar has physical appliances deployed and leveraged to serve our multiple customers. Aging appliances are going RMA now and then.

As new customers come in our Bomgar based remote support solution may include Virtual appliance. Some customers want a local standalone instance. This is where if you can host VM as against physical device its lot attractive proposition. One may consider a Virtual appliance as a stand by in case of physical appliance going for RMA.

I have not encountered any stability issues.

I have not encountered any scalability and availability issues after implementing Atlas Cluster.

Customer Service:

Highly professional level.

Technical Support:

They provide high quality and timely support.

Previously, local teams have used other solutions like VNC, DameWare or RDP and MS SMS Remote Control tools. For over 4 years Bomagar is the enterprise remote control tool supporting over fifty customers.

The setup process involves various stages such as integrating with AD, setting up SSL, base and site configuration as well as backup, that are not so complicated.

This product provides value for money.

DameWare and SMS Remote Control tools were previously used.

It is an appliance-based secure and scalable solution for report support. This product keeps improvising its features and performance which is ever so helpful.