BeyondTrust Privileged Remote Access vs. BeyondTrust Remote Support

BeyondTrust Privileged Remote Access is well suited to grand monitored privileged access to resources. It works in a proxy mode so end-users don't have direct access to servers. This can help prevent attacks on servers from users' machines since all the traffic to the servers goes through the Privileged Remote Access server which performs auth according to the policies. In cases where direct access to the servers/service from the end-user's machine is required, it is a little bit complicated to set up that kind of connection using protocol tunneling.

In our line of work, the ability to provide a seamless and fast forward approach to support is important. It reflects positively on our support staff and teams when we can resolve issues quickly and effectively whether that's on servers, workstations, mobile devices etc. We have found the software to not be as beneficial on Linux Servers.

Incentivized

• It's comprehensive, intelligent and easy to use.
• It has lots of features i.e. it allows special commands to be used whereas the other programs don't allow them.
• This tool is effective in allowing you to access all your applications through a single sign-on page.
• Actively manage the ongoing operational use of network devices, hardware, and application access via Secure App.
• Bomgar Privileged Access deploys on-premises via a hardened physical or virtual appliance, or through the Bomgar Secure Cloud.

Incentivized

• Remote access for macOS computers. We support primarily businesses that use Macs and good macOS support is very important.
• Maintains logs and screen sharing videos of all sessions. It's peace of mind for us and also helps meet compliance standards that we can tell exactly what happened, every time we access a machine remotely.
• Allows for easy management of hundreds of computers in a single app. We support hundreds of computers for dozens of companies. Finding the right computer to access is very easy and able to be done with just a few clicks.

Incentivized

• One way to use it is by using a machine as an access proxy, this machine being Linux, has limitations such as copy and paste and does not allow access to more than one web access.
• Improve the desktop application view.

Incentivized

• Only issue I really have is the jump client goes to queu when our remote vendors shut down their machine. Works in our favor if we lose our connection but that never happens. And this is such a small issue but had to put something in here.

This review was originally written partially in Portuguese and those parts have been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.

Incentivized

Bomgar has improved the support we have given as an ICT department and improved the ICT department reputation within the organisation. We have had no issues with Bomgar as a product and it works well. The team at Bomgar are also a pleasure to work with, they follow up with us to see how they can help us use more of the features of the system and really take time to get to know their users and how they use the product.

It accomplishes all of our remote access needs, our users require little to no training when being setup for remote access for the first time.

Incentivized

RemoteSupport has the most modern-looking interface I have seen. Its number of features, both nice to have and necessary, is better than any other competing solution on the market. They also prioritize security, so you can be confident that only the people you want accessing a given endpoint have access because their security can be configured to be role-based or as granular as you want.

Incentivized

As far as uptime is concerned, Since Bomgar creates the Hardware and Software, they can make it the most reliable box in our datacenter, and they also have options for availability and redundancy that we didn't need to utilize, we have a manual fail-over process that we can invoke, but there are configurations that would allow for an automated failover as well.

There is no lag-time at all, no matter how many users we have on the box, it is always entirely dependant on the customers internet speed (as we have a very fast connection), that is the only issue I've EVER seen with Bomgar, no matter how many sessions we run the box is always up, always fast, always working.

The support team at Bomgar always goes beyond the call of duty. No question seems to little or big for them to handle. They are there with you from the time you initiate a session or call with them until there is a resolution. You get awesome service. Their reps are always friendly and knowledgeable

we didn't have in-person training because their online training was so overwhelmingly well done. Start by looking at the docs: http://www.bomgar.com/docs/content/index.htm if that alone doesn't answer all your questions, there will be a window that pops up asking if you would like to chat with a sales representative, or a support engineer. Either of them can answer all of your questions as easily as if they were standing there with you, or talking to you on the phone, it is truly the power of Bomgar!

Since we have installed and been running Bomgar software for quite some time now, we have taken the opportunity to attend various web trainings, and they are always very prompt, informative and open to questions/discussions. We appreciate the work that Bomgar does to keep their customer community informed of new features and discussions of further product developments.

It was easy to get going. You have to pick your features to enable disable and then configure any customizations for the enabled features. It could not be easier to get started. The number of options can be a bit overwhelming at first

The main factor is the ease of implementation and also its use in everyday life.

Incentivized

When we used Webex our customers often had issues because staff in medical offices don't always have easy access to browse the internet. We could send them an invitation but we would often go round and round with them. With BeyondTrust Remote [Support (Legacy)] we don't have that problem as it allows easy access for these customers.

Incentivized

Since the Bomgar Box is BOTH hardware and software, it can be purchased in any capacity deemed necessary, so scalability isn't an issue, Bomgar has the experience necessary to create a design that can support as many customer and agent sessions as you can throw at it. We have never had any issues with the Bomgar box and licenses that we have installed.

• Improve security by improving the management of external remote access
• Help us meet Remote Access Compliance Requirements by creating audit trails, session forensics, and giving access monitoring and reporting data
• Simplify employee access and workflows by giving employees the exact amount of privileged access to systems and applications they need, without hindering productivity or overwhelming the service desk

• Bomgar will easily turn a 45 minute phone call into a 5 minute support session. You can't get back that extra 40 minutes any faster.
• Customers who complete the post session survey have all rated the service either high or very high. We love having happy customers.