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.

Our primary use cases are providing IT support to remote users who are coming through the network and managing the local password rotation for users. 

I have been working with BeyondTrust Remote Support for one year now.

The solution currently is not stable and we gave a road map of our expectations two or three days ago.

There was a scalability issue but that has now been solved. We are currently using it for twenty thousand users and we want to scale up to one hundred thousand users.

The support team who are interfacing with us, are excellent. They are on time for any response, but probably what I am guessing is that the backend team is not getting the same response on the development.

Positive

The initial setup was easy and deployment was not a problem.

The cost currently according to the client is a bit high for them.

I would rate BeyondTrust Remote Support an eight out of ten.

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.

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.

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.

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.