BeyondTrust Remote Support Reviews

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.

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. 

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. 

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. 

The most valuable features are:

• The ease of deployment
• Performance
• Pre and post-sales support 
• The vast majority of the localization they have done
• The solution provider that they support. 

Bomgar brand, or now BeyondTrust's brand reputation is great. It is very strong, it's an undisputed global leader. You just can't argue about it.

You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.

The most important aspect is the amount of compression the Bomgar team has done. They compress so much compared to other products. It really makes it stand out from its peers. If you have more sessions concurrently working, if the client does not compress enough, it would just basically chew up all the bandwidth. This is their DNA. It is just the best in compression.

It's just a trade-off, not a complaint, that they could never put voice into it. It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice. It's no big deal. You have more sessions, you don't really need the voice part of it. It's just a convenience.

Other than that, it is a de-facto standard whether you like it or not.

It should have more integration with CyberArk. Of course, that's an open-ended statement. The reason being is because Bomgar, or now BeyondTrust, also sells something similar to CyberArk. CyberArkk has the largest market share. It doesn't seem that BeyondTrust will provide any knowledge base or integration for customers to integrate BeyondTrust with CyberArk. 

But from a partner concern, oftentimes we have customers using CyberArk. They ask us to provide professional services to integrate both. Then we have to work on our own without vendor support.

I have been using Bomgar for over five years. 

It is absolutely stable.   

Absolutely the most scalable product. They ship the Virtual Appliance plus two or three different models of their hardware appliances. You can scale up to a very, very large implementation which, to my understanding, we have many huge customers.

This also highlights the value-differentiator. The hardware appliance has Atlas; that's fault tolerance and has load balancing built-in. Our competitors don't even have syncable features. Bomgar has had those features in its plan since day one.

Unlike other products, Bomgar is licensed per support representative. The guys actually provide support to customers. 

Instability and performance have never been a problem compared to cloud-based because it's on-premise.  It is secure, it's fast, it's easy to deploy.

We use it almost daily. We are into the technical support business and we rely on this tool 7x24x365. 

Their support team is outstanding, really the best in the industry. The support engineers are well-trained and they know the product very well. It makes our jobs a lot easier when we deploy or when we have problems. 

Bomgar acquired BeyondTrust but then they retained the BeyondTrust name. BeyondTrust support was terrible. But not the Bomgar team. Bomgar support was good. They merged as one team, the BeyondTrust team for the other products, for the PAM products. Bomgar Remote Support is still the best.

The initial setup is absolutely straightforward. It is really seamless to fire up the Virtual Appliance. It only requires one person for the setup.

It took all of two hours. To deploy it and set it up and configure it, it doesn't take more than two hours. The customization requires more time and expertise. 

From a reseller's point of view, this is great, because this creates huge service revenue, professional service for partners. But from an end-user, it's a lot of handshaking and a lot of time-consuming and labor-intensive tasks involved. It's not easy to integrate it with Service Now and Remedy because those are not simple systems to set up, not turnkey systems. There's a lot of aspects involved.

In a way it's good. But generally, you just want to set it up and get it to work, it doesn't require more than two hours.

Definitely take the 30-days trial and don't jump to any conclusions to integrate with their ITSM tool. Evaluate it first, sit down and study it a little bit further before making a commitment to do the integration with an ITSM tool because that involves a lot of investment and time.

Customers have a budget to pay for the integration, the amount of time involved, it's not the easiest to deploy the product. It's quite complex to integrate an ITSM tool with BeyondTrust Remote Access. The process is not as simple as a lot of people think. Don't underestimate it. It's quite complex to do an integration between an ITSM tool with BeyondTrust, or likewise with any other remote access control product.

BeyondTrust is a very powerful product, it has many features. Make sure that you have enough buffer. Don't underestimate the complexity. And then just get the Bomgar up and running, take advantage of it. Once your team gets to know the product, you're going to start thinking about doing the integration.

I would rate it a ten out of ten.  

It operates on a website, has the additional protection of their website, of the BeyondTrust portal, in addition to two-factor authentication.

In the next release, it should have a little bit more intrusion detection. Customers have to worry about how to protect the portal being attacked by would-be hackers or perpetrators.

I would say it's a perfect product, but it can't do everything in one. It would be nice to have something extra in there as an option. It would be nice. But it's already perfect. This is quite a mature product. 

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

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.