BeyondTrust Remote Support vs. ConnectWise Automate

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

I recommend it to all IT colleagues; regardless of the size of the PCs with which you work most of the time, the application allows connection stability between computers that make it possible to continue working or taking care of the infrastructure from afar.

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

• Desktop sharing / view with chat to the operator, file sharing and pass-through for keyboard strokes
• Computer/server monitoring with thresholds and warning
• Search - tracking down computers when you have many by name, logged in user, IP
• End user ticket raising is built into the tray icon which make access really easy

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.

• They have conflicting scheduling paradigms. When scheduling patching for clients, the 1st Friday is interpreted as the very first Friday of the month, even if this is the 1st of the month. For scripting, the 1st Friday of the month is interpreted as the 1st Friday of the 1st FULL WEEK of the month. This makes no sense to have two different interpretations, and makes it unreliable to schedule recurring scripts to fall when recurring maintenance does. The scripts need to be done manually because of this.
• There is no way to dictate reboot orders for patch policies. This tied directly in with my first point. We have some clients that require reboot orders. This is not possible without having different patch policies for each server and specifying a time this way. But, there aren't small enough increments of time to make this reliable, plus patching duration might vary. Excluding reboots with patching and scheduling reboot scripts fixes this. However, this can't be done once on a recurring schedule due to the different scheduling paradigms already discussed. We have to schedule these manually each month.

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.

The primary reason for this rating is that ConnectWise Automate is currently so integral to our operations that moving away would involve more man hours than we would realistically have to invest. However, ConnectWise Automate is also completely capable of meeting all of our business needs and customizable to the point where if something is not meeting those needs out of the box, it can be modified to do what we want. From only installing software on machines if a different software package exists, to push a new version of that software is available, to check if credentials for user/machine have been updated to our new standards and then updating them if they have not, ConnectWise Automate is capable of doing everything we ask of it.

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

Basic use of the product is fairly easy. Information about the machines you manage can be found in customizable dashboards, which can be unique for each user, and, therefore, properly suited to the users' needs/job function. This is not a 10 because some of the interfaces are very clunky (Patch Management), and some features are not intuitive and not well documented (reporting). Scripting and Patch Management have a fairly steep learning curve (For structure in patch management and syntax in scripting), but once learned, they work well.

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.

It used to be great, but then they broke reporting, speed and responsiveness with version 11 and the new Patch Manager. It's really bad and their support people are way behind on fixing so many bugs. They have really gone downhill. If they don't get it together soon, we'll start looking around.

Incentivized

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

ConnectWise Automate lets you manage more endpoints, with enhanced productivity and improved service, all without increasing expenses. It can manage patches and updates across thousands of computers. We also use it for customized monitoring and alerting on workstations and servers. Monitoring is really robust and granular. It does a great job of gathering a TON of data about the network, and that data is searchable. There are a bunch of different reports built in. Integrates with Manage, Control, and other applications. It does a ton of stuff out of the box, and has endless customization options.

Incentivized

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.

The Online training has been re-done and needs a lot more work. When you look at training in different roles, it shows a lot of the same topics but no explanation to what is different about them. Several times that topics are the exact same, but they make you re-take the same information for a different topic, instead of marking that you have already completed that portion of training.

Incentivized

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

Start small and learn the in's and out's before making policies and rolling things out company wide. Ask the questions of why if you don't agree with something or your company does things a different way. Usually they are done a certain way for a reason. Start simple with roll out and slowly enable or add on the functionality that is needed.

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

I believe the monitoring and alerts in Continuum command is better, but [ConnectWise Automate (formerly LabTech)] does have stronger scripting, and perhaps a better interface. N-Central is inferior on all fronts to both. I did not make the purchasing decision. I would myself likely pick Continuum if I had to make a on the spot choice.

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.

• 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.

• We found we were able to provide good monitoring of our customers sites which was an objective. However, that came at a significant time investment that never seemed to be finished.
• We were able to negotiate a price that worked for us for an up-front purchase which was nice.
• We found the pricing to be very competitive.
• Bottom line for us was despite the pros of the product, we found other RMM solutions to be a better overall "value" due to not having to dedicate technicians to maintaining the product.

Incentivized