Item: BeyondTrust Remote Support
Rating: 10
Author: Verified User

Overall Satisfaction with BeyondTrust Remote Support

Use Cases and Deployment Scope

BeyondTrust's RemoteSupport tool (previously known as Bomgar) sets the industry standard for remotely supporting user endpoints and devices. Their flexibility and functionality are unmatched in the industry, and the interface's intuitiveness is generations ahead of the other tools attempting to compete with their solution. If this isn't enough, BeyondTrust's support technicians, subject matter experts, and account managers are some of the best in the business. With BeyondTrust, the days are long past of an era where your account manager waits until the day after your license expires to ask you if you want to renew or where they only reach out to you when they want your money. I cannot speak highly enough of their teams.

Pros and Cons

Pros

Provide remote support for user endpoints and devices
Proactively manage customer accounts and licensing/subscriptions
Support their solutions with responsive assistance

Cons

BeyondTrust's KBs can sometimes be challenging to navigate, but no more than other competitors

Return on Investment

RemoteSupport saves $1000s over the year in speeding up tasks and reducing time depleted from end users
BeyondTrust doesn't wait 24 hours between responses if you have a ticket open and they're not afraid to connect and look at the issue directly

Usability

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.

Alternatives Considered

ManageEngine Endpoint Central

BeyondTrust has better support, account managers, an interface, better documentation for using their solution, and more support for rolling out their solution to endpoints (whether Mac or Windows). They also demonstrate a desire to resolve issues quickly rather than consuming 3-5 business days trying to correct a specific issue.

Key Insights

Do you think BeyondTrust Remote Support delivers good value for the price?

Yes

Are you happy with BeyondTrust Remote Support's feature set?

Yes

Did BeyondTrust Remote Support live up to sales and marketing promises?

Yes

Did implementation of BeyondTrust Remote Support go as expected?

Yes

Would you buy BeyondTrust Remote Support again?

Yes

Other Software Used

Automox, Ivanti Endpoint Manager, Ivanti LANDESK Service Desk (discontinued), Splashtop, LogMeIn Rescue by GoTo

Likelihood to Recommend

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.

BeyondTrust Remote Support Feature Ratings

Comments

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BeyondTrust Remote Support sets the standard for remote support user endpoints and devices

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