BeyondTrust Remote Support vs. ManageEngine Remote Access Plus

I've been working with BeyondTrust's teams, with multiple customers and environments, and they consistently offer top-shelf support whether your environment has 250 users or 25000. Their staff is always patient and friendly in answering questions, working to resolve technical issues (should they occur), and they provide the information to help you understand how to do it yourself rather than perpetually relying on their technical consultants or engineers. They support Android, iOS, Linux, Windows, and macOS, providing instructions on how to interface with each system and make it as simple as possible to help your users regardless of what system they are working on.

Incentivized

ManageEngine Remote Access Plus is very well suited in environments which consist hybrid operating system. It supports all types of OS like windows, Mac, and Linux. It helps in taking the remote of system and troubleshoot the m if any problem occurs hence engineers do not need to be physically present on the location for the purpose of solving it. It helps to keep a complete track of endpoints that what application, process is being used. It is not well suited in environment where there is no Active directory or SCCM server because ManageEngine Remote Access Plus need agent to work and deploying agent the environment where Active directory does not exist is a big task. Manually deploying agent on every system is very time taking and need so much of effort.

Incentivized

• Probably top most on my list is the support from Bomgar - they use their own product and take their support very seriously. They have always been available when I've needed help. They even set up a temporary host on their server when my IT crew, mistakenly plugged into the wrong port.
• Talk about documenting a support session. We have the complete recording of what a tech will do to help a customer. There are no ambiguities as to what was done or not done. Not that any of our customers have complained about a support session - quite to the contrary all customers that give reviews after a support session rate the experience as either high or very high.
• Best of all...I can help my mother in law with her computer without having to go to her house.

• easy to use and set up
• It allows tasks to be performed in the background, without the user noticing.
• allow on-premise installation
• the way in which teams can be organized

Incentivized

• I would like to see a voice chat capability added to the system.
• I would like to have access to canned scripts through a web interface. This would be useful those limited times I am actually working on a pc in person.
• I would like to be able to use files in the filestore for canned scripts rather than having to upload them a second time.

• It is an agent based solution which is a major disadvantage. We can not control the system which do not have agent installed on them. Hence this is a disadvantage. Even installing agent is a big task in a large organization.
• Till the agent are not installed on every system we can not have full control over the organization network. Agent deployment takes time hence we can utilize the product with its full efficiency.
• The pricing is very high, and it goes on increasing as we add more technician and endpoints.
• The connection gets drop sometime while controlling in new release because it contains some bugs. We also need to have proper bandwidth for using it smoothly.
• The implementation and deployment takes time and needs proper support from vendor. Sufficient documentation are also not available.

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.

Just like any other remote support tool, BeyondTrust Remote Support is very easy to use, all you do is make sure the host machine has the bomgar agent active in it and then all you do is remote into the said host machine once that is out of the way you are able to do what you need to do in that host machine.

Incentivized

My rating is due to the fact that there are still many things to improve, and things that could be opened up a little more to allow the administrator to have greater control, such as being able to have one more endpoint in a custom group, which is essential and cannot be done.

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.

We have been using this tool since March and it has enabled us to provide full support to our users while we are all working from home. Even after we return to the office it will allow us to provide better support to our users in other buildings. There are a number of features we haven't yet used, but it is good to know that we have a reliable tool to use to help us provide quality support.

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.

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

We have used TeamViewer and LogMeIn Rescue in the past. Both products offer the abilities to make remote connections, but LogMeIns monitoring capabilities are minimal and TeamViewer is costly for what you get...or more of what you don't get. Also, there have been some weird cybersecurity malware detections on team viewer lately that was causing concern

Incentivized

There aren't many others we evaluated on the list, but we actually tested several very good and comprehensive ones, quite flexible, but they either didn't offer on-premises installation or their cost-benefit ratio didn't suit our needs. There were some that had everything, but their pricing plans weren't suitable because they weren't flexible, and our company was in a very high price range for what we required.

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.

• We've used Bomgar for 10 years. Our company was probably too small when we started using it but over the years we have grown. As our team has gotten bigger we rely more heavily on bomgar and it's become an indispensable tool.
• It saves us a tremendous amount of time / cost over having to go onsite as any remote screen sharing tool will do.
• The ability to easily and security manage remote access to hundreds of computers over dozens of different companies is a huge benefit to our company.

Incentivized

• Faster recovery of issues from screen sharing
• managing patches without manual intervention
• deploying software to multiple workstations at the same time

Incentivized