What users are saying about
195 Ratings
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Score 8.8 out of 100
3 Ratings
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Score 6 out of 100

Likelihood to Recommend

BeyondTrust Remote Support (Legacy)

I've had a lot of problems with my laptop (work issued). [With BeyondTrust Remote Support (Legacy)] our team has been able to get in easily and correct issues I've been having with very little interruption to my own work day. The fact that I don't have to navigate to a separate website to get help is huge. They can send me a link via Teams (Or I can login directly) and get help quickly.
Anonymous | TrustRadius Reviewer

Oracle SGD

I believe Oracle Secure Global Desktop is better used on a larger device such as a desktop or laptop, as the Android platform is a bit confusing when initially introduced to fellow employees who were familiar with the other layout.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Remote Administration

BeyondTrust Remote Support (Legacy)
8.8
Oracle SGD
7.4
Screen sharing
BeyondTrust Remote Support (Legacy)
9.6
Oracle SGD
9.0
File transfer
BeyondTrust Remote Support (Legacy)
8.7
Oracle SGD
9.0
Instant message
BeyondTrust Remote Support (Legacy)
7.7
Oracle SGD
1.0
Secure remote access with Smart Card authentication
BeyondTrust Remote Support (Legacy)
9.0
Oracle SGD
10.0
Access to sleeping/powered-off computers
BeyondTrust Remote Support (Legacy)
7.5
Oracle SGD
8.0
Over-the-Internet remote session
BeyondTrust Remote Support (Legacy)
9.6
Oracle SGD
10.0
Initiate remote control from mobile
BeyondTrust Remote Support (Legacy)
8.6
Oracle SGD
5.0
Remote management of servers & workstations
BeyondTrust Remote Support (Legacy)
9.6
Oracle SGD
10.0
Remote Active Directory® management
BeyondTrust Remote Support (Legacy)
9.3
Oracle SGD
7.0
Centralized management dashboard
BeyondTrust Remote Support (Legacy)
9.1
Oracle SGD
8.0
Session record
BeyondTrust Remote Support (Legacy)
9.1
Oracle SGD
8.0
Annotations
BeyondTrust Remote Support (Legacy)
9.3
Oracle SGD
6.0
Monitoring and Alerts
BeyondTrust Remote Support (Legacy)
8.9
Oracle SGD
3.0
Multi-platform remote control
BeyondTrust Remote Support (Legacy)
7.9
Oracle SGD
9.0

Pros

BeyondTrust Remote Support (Legacy)

  • Ease of use for the end user. Nothing for them to do. We just located their computer object within the management application and double click to access.
  • Remote access to the end point as long as they have internet access.
  • Administration, permissions in the setup are easy to follow, creating jump groups, policies.
Randy MacFarland | TrustRadius Reviewer

Oracle SGD

  • Very secure.
  • Simple layout that is easily understood by different levels of experience.
  • My company works with Linux and Windows - Oracle Secure Global Desktop easily operates on both platforms.
Anonymous | TrustRadius Reviewer

Cons

BeyondTrust Remote Support (Legacy)

  • The process users follow to start a remote session if the Bomgar software is not already installed seems to confuse some users. I've seen other remote support software products that seem to do a little better job.
  • The rep client software can be a little buggy. Some times it crashes or locks up when using it.
  • The iOS rep console app is good but not as full featured as the Desktop app. It would be nice to see complete parity between the two and have all the same features on the iOS app as you do on the desktop.
Patrick Cranston | TrustRadius Reviewer

Oracle SGD

  • Is not supported on Apple devices.
  • Support on Android - the functionality feels flimsy and the layout isn't as user friendly as I thought it would be in comparison to when it is used on a desktop platform.
  • Initially, when first using the product a year or so ago, I received a lot of complaints of random error messages. Though that problem seems to have been solved in the interim.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 10.0
Based on 64 answers
We have many reasons to keep our Bomgar. Security is one of the biggest reasons. Not only is Bomgar one of the most secure means to connect remotely, it also records everything you do so there is no question as to what is going on or who is doing it. If an end user has a complaint, you have the tools to validate which party did what and when.
Kevin Baldwin | TrustRadius Reviewer

Oracle SGD

No score
No answers yet
No answers on this topic

Usability

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.7
Based on 25 answers
Bomgar is so simple to use that we didn't need to have training to show engineers how to use it, we had them install the client, login, and play around with it, they got the hang of it quite easily and embraced using it with customers. When we were acquired by another company they wanted to use Bomgar, all we needed to do is add them into our LDAP directory and allow them to login, they picked it up and began using it with their customers immediately. The software BEGS people to use it once you try it, you will be hooked! Whether you use it to support internal customers, external customers, access your own machines remotely, or just do file transfers, there is nothing that is as feature rich as Bomgar.
D. SKye Hodges | TrustRadius Reviewer

Oracle SGD

No score
No answers yet
No answers on this topic

Reliability and Availability

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.8
Based on 18 answers
The only time I have ever been down was due to needing to update the software on our appliance. Bomgar has always been available when I need it! It's the best product I have used in the last 30 years of working in IT. I highly recommend it to anyone considering purchasing a remote support product.
Tracy Roberts | TrustRadius Reviewer

Oracle SGD

No score
No answers yet
No answers on this topic

Performance

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.4
Based on 14 answers
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.
D. SKye Hodges | TrustRadius Reviewer

Oracle SGD

No score
No answers yet
No answers on this topic

Support Rating

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 9.7
Based on 54 answers
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
Kathryn McTaggart | TrustRadius Reviewer

Oracle SGD

No score
No answers yet
No answers on this topic

In-Person Training

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 9.1
Based on 1 answer
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!
D. SKye Hodges | TrustRadius Reviewer

Oracle SGD

No score
No answers yet
No answers on this topic

Online Training

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 8.8
Based on 3 answers
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.
D. SKye Hodges | TrustRadius Reviewer

Oracle SGD

No score
No answers yet
No answers on this topic

Implementation Rating

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 10.0
Based on 39 answers
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
Peter Jurhs | TrustRadius Reviewer

Oracle SGD

No score
No answers yet
No answers on this topic

Alternatives Considered

BeyondTrust Remote Support (Legacy)

Bomgar gives us the ability to extend our technical support out to users who are not on campus. This comes in handy when employees have issues with passwords or registration and they need a little assistance. And [BeyondTrust Remote Support (Legacy)] works across many platforms and devices. We have also used GoToAssist in the past and Log Me In, but this is the best
Anonymous | TrustRadius Reviewer

Oracle SGD

Tarantella gave us a lot of issues, but with Oracle Secure Global Desktop [we got] the huge portfolio of Oracle applications from almost any browser, without the headache of application dependencies, plugins, java etc. My fellow employees like the way Oracle Secure Global Desktop gives us the "feel" of many little desktops but with one machine.
Anonymous | TrustRadius Reviewer

Scalability

BeyondTrust Remote Support (Legacy)

BeyondTrust Remote Support (Legacy) 9.1
Based on 5 answers
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.
D. SKye Hodges | TrustRadius Reviewer

Oracle SGD

No score
No answers yet
No answers on this topic

Return on Investment

BeyondTrust Remote Support (Legacy)

  • Feedback from customer surveys indicate the customers are very happy and impressed with the solution.
  • Efficiency is increased with more incidents and requests being completed from the desk rather than visiting.
  • Faster resolution of incidents where the users is out of the office. Typically these would need to wait until they were in the office, now we can remote control and resolve via an internet connection.
Stevie Watson | TrustRadius Reviewer

Oracle SGD

  • Efficiency is definitely a good description. The easy to use platform allows fellow employees to move through their online apps with ease.
  • Applying new online apps is a lot easier, as we do not have to rely on a central server to pull information.
  • As our client is national, it's good to have quick, reliable cloud access to all sensitive materials without worrying about security issues.
Anonymous | TrustRadius Reviewer

Pricing Details

BeyondTrust Remote Support (Legacy)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

BeyondTrust Remote Support (Legacy) Editions & Modules

Edition
Bomgar Connect$49/mo per license
    Additional Pricing Details

    Oracle SGD

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Oracle SGD Editions & Modules

    Additional Pricing Details

    Rating Summary

    Likelihood to Recommend

    BeyondTrust Remote Support (Legacy)
    8.9
    Oracle SGD
    8.0

    Likelihood to Renew

    BeyondTrust Remote Support (Legacy)
    10.0
    Oracle SGD

    Usability

    BeyondTrust Remote Support (Legacy)
    8.7
    Oracle SGD

    Reliability and Availability

    BeyondTrust Remote Support (Legacy)
    8.8
    Oracle SGD

    Performance

    BeyondTrust Remote Support (Legacy)
    8.4
    Oracle SGD

    Support Rating

    BeyondTrust Remote Support (Legacy)
    9.7
    Oracle SGD

    In-Person Training

    BeyondTrust Remote Support (Legacy)
    9.1
    Oracle SGD

    Online Training

    BeyondTrust Remote Support (Legacy)
    8.8
    Oracle SGD

    Implementation Rating

    BeyondTrust Remote Support (Legacy)
    10.0
    Oracle SGD

    Scalability

    BeyondTrust Remote Support (Legacy)
    9.1
    Oracle SGD

    Add comparison