BeyondTrust Remote Support Reviews

Our company uses the solution to provide remote access control for our customers who onboard between 100 to 1,000 assets. 

Use cases can also include bridging active directories, servers, and databases.

Remote sessions are automatically recorded so there is a history of all coding and scripting. Notes and videos can be attached for both customers and service partners which is powerful.

Managing user accounts is easy. 

The solution should offer free training modules that focus on integrations for various servers, platforms, and devices. 

We sometimes have trouble accessing servers because of credentialing and multifactor authentication issues with PAM. 

I have been using the solution for three years. 

The solution is stable with proper integration and I rate it an eight out of ten. 

The solution has rolled out a new environment with modified inner core that makes it very easy to scale and add assets or users. 

I rate scalability an eight out of ten. 

The setup can be simple or complex because it depends on the size of the customer's environment. Setup and deployment can take from two weeks to three months. 

Two engineers work on each project to onboard assets and set up users.

Our service partner implements the solution for customers. 

The solution is subscription-based and depends on the number of admin users. 

Previously, the solution's pricing was based on the number of assets. 

Pricing is comparable to One Identity but is too high. 

I rate the solution an eight out of ten. 

The primary use case of this product is for remote support. Customers will call in with an issue and we connect them with an engineer. Some of our engineers also work remotely.  I'm the director in the CTO office and we are customers of BeyondTrust. 

Allows seamless access to client environments without installing agents everywhere.

Having a secure method of access without having to install agents everywhere is a good feature. It also offers the flexibility to support many customers with few licenses.

I'd like to see remote support and privileged remote access built into the same product. That's lacking in the solution and means that we need to buy two completely different tools that are 90% similar? The PRA and the remote support are the same product. For some reason they sell them separately and we need both. I don't want to buy two different products.

The company has been using this solution for three years. 

The solution is stable. 

The solution is scalable although there's a cost involved. We have both manager services and professional services people using it. Our IT manager is the person who deals with upgrades. 

I don't deal with technical support but I haven't heard any complaints. I think they're okay. 

The company previously used a different solution and I think the reason they switched was that with BeyondTrust you didn't need to install agents while the previous solution was agent based. Other than that, I don't think there was much between them. 

I don't know what licensing costs are but I believe it's on par with other solutions when we did compare that. It may be a little more if you have many concurrent sessions needed. 

It's important to understand the purpose of the solution. Professional services is one thing, manager services is another. It's about PRA and remote support, they do two different things which is why I'd like to see them combined because we usually need both pieces of functionality. You need to understand your use case before you engage with any company that you're trying to get a solution for.

I rate this solution an eight out of 10. 

My company uses BeyondTrust Remote Support to provide remote support to our customers and clients.

The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients. I am not very good with BeyondTrust since my team uses it.

The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can be considered for improvement.

I have been using BeyondTrust Remote Support for five years. I am a customer of the product.

It is a very stable solution.

It is a scalable solution since there have been no performance issues.

In my company, more than 50 people use the product.

My company has contacted the solution's technical support. I rate the technical support an eight out of ten.

Positive

The initial setup was easy. One can install it very easily.

The solution is deployed on-premises.

BeyondTrust Remote Support is a very expensive product.

My company chose BeyondTrust Remote Support over other products since it possesses session recording capabilities. If our customers wish to have some clips, our company provides videos or screenshots using the tool's recording capabilities.

I can recommend the product, but it is important to note that it is expensive.

Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very cheaply. If you compare BeyondTrust, to the other products, you can get other products for very cheap rates. BeyondTrust is a really good product overall, but it is expensive for my company.

Overall, I rate the solution a seven out of ten.

Bomgar allows remote viewing and controlling of users internationally while on or off the network.

Bomgar has allowed our service desk (based in India) and our other support personnel based in the US to seamlessly support our users worldwide.

We have integrated Bomgar's chat with ServiceNow and provide its chat as a main method of communication between our support team and users. The seamless integration of chat, our ITSM management software, and remote viewing/control software makes for a valuable tool.

It needs better Linux support. We have had issues with Ubuntu specifically. I would also like to see better support of Apple devices while using a Windows remote support console. Screen casting is a nice workaround for now.

No issues.

No issues.

We used Windows Remote Assistance and Windows Remote Desktop. We still use these products, but rely on Bomgar for off the network support.

The setup was pretty straightforward. 

It is best to work with their integration team if you are integrating it with your ITSM solution.

We considered LogMeIn and LogMeIn Rescue. These other solutions did not have the same features that Bomgar had to offer.

Integrated chat, jump to, and canned scripts.

To standardize routine tasks, we can write scripts and run them within Bomgar to speed up troubleshooting and standardize assistance.

When we first purchased Bomgar, the support blew me away. Over the last two or three years however, it dropped off. it was still pretty good, but now long hold times, and they now want to charge for some support. their support team is very good, but not as good as it was.

Six or seven years.

No issues.

Never! This is the most stable product on the market.

8/10

10/10

Dameware, PC-Duo, SMS Remote Connect. Bomgar has the most feature-rich and stable product on the market.

Very straightforward.

In house

Teamviewer, LogMeIn

We love the ability to customize our remote support page. You can add your logo and have your tech names on the page, so they can just click on the name instead of putting in a PIN. You can display whatever text you want. You can add a survey.

We like the flexibility to have a client on a computer log in on demand or give someone a link to log into their computer.

This gave us the LogMeIn pro and LogMeIn rescue ability to each tech. We also have the ability to share our screen to improve training.

With Linux, we had issues with Ubuntu specifically. We installed agents on the machines and after placing them on another network after being installed, they wouldn't connect back to us. We would need to install another agent. This isn't an issue with Windows machines. This never really got resolved, so we mostly use it on Windows now. If they could figure it out, that would be great.

Another issue is that some windows lock up and you can’t do anything, if you didn't install as an admin, or if you connect to a non-admin user and an administrative screen comes up. For example, if we click on Control Panel, it freezes until the local user closes that screen. That's not an issue I ever encountered with other products.

We've been using Bomgar for about five years.

The only time we had any issues is with this product is that it is a little wonky on Linux, but we don’t have many Linux boxes we remote into that way, so it’s not much of an issue.

I did not encounter any scalability issues. The hardware is virtual and license updates are done through an upload to our web page.

I would say it's better than most.

We used LogMeIn.

We started using Bomgar for cost reasons and also there is no "man in the middle" like LogMeIn. Customers were more willing to use it because we maintain the servers.

It has LDAP authentication.

It integrates with Dell Kace.

We can use it from anywhere.

The setup was pretty straightforward for this type of product.

We really like that the cost of ownership is way cheaper than LogMeIn or some of the others. It is a higher price up front but it is much cheaper over the long run. It is based on how many techs are using it at one time and not how many techs are in the system.

If you have users that don’t use it much, you may not want a license for them. You can consider one or two licenses for a department.

We looked at LogMeIn, TeamViewer and GoToMyPC.

If you are a small shop, it may not be for you because of the up-front cost. There are other solutions that will meet your needs that are cheaper. Otherwise, this is overall a really good product and meets our needs.

We have a full service support centre that uses Bomgar Remote Support to connect with client machines and assist with complex (and remedial) technological solutions.

This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk). This product "just works" (without fail) and is dead-easy for clients to connect with.

The ease of connecting with a client. No silly applets or anything to install. It just run the executable, then it connects almost instantly.

This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion. However, this is not a huge downside. 

I would also like more insight into completed sessions. This would be nice, such as a historical log into the technician client application.

Technical engineers use this solution to assist their staff remotely. It enables the IT technician to connect remotely to an end user laptop and do some troubleshooting if that user is having challenges.

We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision. It takes screenshots and it saves those sessions in the cloud. This is important for audit purposes and these features make this solution stand out from the rest.

They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM. 

I have been using this solution for three years. 

This is a stable solution. 

This is a scalable solution. 

Their support team is very responsive. They have experienced engineers and we have direct contact with them if we need anything for a client. They are just a WhatsApp away.

I would rate the support for this solution a five out of five.

Positive

The initial setup is a very straightforward process. We do have engineers who are certified so its easy for us. I would rate this solution a five out of five.

Their pricing is a little bit high but it's negotiable depending on the type of client. It is approximately R6,000 per year for a user. I would rate the pricing a four out of five. 

I would rate this solution a ten out of ten.