BeyondTrust Remote Support vs. Palo Alto Networks Prisma Cloud

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

Finding specific Cloud Vendor specific Cloud resource configuration, tags, network information and etc. is fairly easy to do. Cloud alert capabilities are pretty good and with proper knowledge top notch alerts can be created. Only downside I can think of is ease of use.

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

• Vulnerability assessment using Twistlock
• Enhancing Security by scanning workload based on different Security standards and provide a compliance report
• CF template integration with CI/CD pipeline to identify any security issue before workload are deployed
• IAM/UEBA features additional to enchaining security posture
• Auto remediation
• Integration is simple and solution is supported on multiple cloud
• Customized dashboard/queries

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.

• Real-time supports would be much appreciated. At the moment they have a third-party ticketing support tool, which can be replaced with real-time support, which can be provided to the user at the time of the issue.
• The user should be provided with all the learning material by the Palo Alto team at the time of license purchase. This would save a lot of users' time, which is taken up by research and finding the correct documents from the website.
• Themes can be introduced in the feature set, which would help the user customize the software as per their needs.

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.

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

It is no doubts about their functionalities and top-notch security features. The Products do really well in their every feature and gives you complete visibility to your valuable Data at all. The Support for the Palo Alto Networks Prisma Cloud is also one of the plus point where you gain the confidence into the product.

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

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

Prisma Cloud stacks well with other similar Palo Alto products. UI is beautiful, has decent documentation and some trainings as in other platforms.

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.

• Help reduce the cost by assisting what resources can be removed according to usage.
• Report the vulnerabilities.
• Time saved in investigating the issue.

Incentivized