BeyondTrust Remote Support Reviews

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.

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.

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.

We love the security, the flexibility and our end users especially enjoy the security and knowledge that when we are finished with their computer they can validate that the software was removed from their system. We like that we can customize the solution and we enjoy the screen sharing even on mobile phones.

Increased our FCR rates and the efficiency of the support desk

Linux support leaves quite a bit to be desired. Ubuntu systems have issues with connectivity.

Longer than I have been with the company, so at least 10 years.

None at a;;

We did, but nothing came close to Bomgar

• You can access any device, running basically any type of operating system both on and off your corporate network to support users and their devices remotely.
• The solution works in a way that lets you control and repair a device as if it were sitting on your own desk.
• You can make your service desk work more efficiently with Bomgar Remote Support because you can integrate the tool into your existing ticketing system.
• Everything done during sessions is logged into session transcripts and video recordings, if you want. This helps during audits of remote access tools.
• The solution integrates with MS Active Director. That makes user authentication simpler and also safer compared to other local options.

We integrated Bomgar in our ITSM platform. Now our help desk engineers can start a remote session straight from a help desk ticket. All the logging and notes of that session are stored in our ITSM platform. They can help more employees faster without spending time copying, pasting, and administering help desk calls.

The configuration and permission options are extensive. However, we would appreciate having a search function in the settings.

We have used the solution for one year.

We have not encountered any stability issues.

We have not encountered any scalability issues. We use the virtual appliance option that lets us upgrade the hardware specs if needed.

For globally oriented customers, Bomgar also offers Atlas clustering with appliances that can span multiple data centers and locations around the world.

The technical support is excellent. Bomgar also offers a very rich, technical documents website online. Their support team is more than willing to help you out if you have implementation or configuration questions.

We have used other solutions, but Bomgar has a superior security architecture compared to the competition. It lets us control remote access in a granular manner.

The setup was very straightforward. Their concept is simple for everyone to understand. The technical documents help when you have doubts about anything while implementing.

Their manner of licensing is a little bit different, depending on your deployment option. They offer both on premise and cloud deployment that involves a perpetual license plus maintenance or a yearly subscription.

We didn't evaluate other options as we had previous experience with a different remote support tool.

Make an inventory of all the remote support tools your organization currently uses. Try to consolidate them by using Bomgar.

The most valuable feature would be remote support. We have over 4000 computers on campus and this is our go-to for remote support.

We used to have to constantly run from building to building and campus to campus. Now our technical staff can focus more on customer support than beforehand.

I wouldn’t mind seeing this product have the functionality of pushing small software bundles. I think they might be working on this currently but I'm not sure.

We have been using Bomgar here at the college for about four years.

Bomgar is one of the most stable platforms I have ever used in the IT world. It just always works.

Absolutely no issues with scalability at all.

Their technical support is top notch, although we have only used them a little. This product just works. I wish we had other products that are as reliable as Bomgar.

We used to use Ultra VNC. We switched over because we were not having much luck with Ultra, as far as performance is concerned.

The setup was straightforward and we had lots of help from Bomgar. They sent down a technical adviser to help with the setup, but honestly it was very easy to setup.

Talk to your sales rep. Ours was very helpful in getting us a great deal with the product.

The only other option we used was UltraVNC and as I said it just didn’t work well for us. We spoke with a lot of Dell KACE users and all of them highly recommended Bomgar. They work very well with each other.

Read the manual and do not be afraid to reach out to the Bomgar community. A lot of help is out there for any issues you may run into.

Screen sharing and remote in ability.

Has helped our Support Teams become 100% more productive and pleases our customer base internally and externally.

Mobile. Need more inroads into Apple devices.

5 years

None. Between our expertise and the installation pro from Bomgar on the phone, we had no issue whatsoever.

None.

None.

10 out of 10. They have great participation, knowledge, ownership and communication.

10 out of 10. Once again we have yet to stump them.

LogMeIn

It was straightforward AND complex. We replaced a web based solution (LogMeIn) with a device based solution. The complex part was fitting it into our environment.

In-house.

They sales people are great. Don't be afraid of asking for a specific price - they will be open and honest.

Yes:

• LogMeIn
• Remote USA
• Webex
• Screenshare

Easy access to all my servers from one stop.

Easy to get to pinned machines in my enterprise.

I would like to be able to transfer files between sessions.

8 years

10++++

10++++++