Bomgar

Bomgar, now known as BeyondTrust Remote Support, is a leading enterprise-grade remote support platform that empowers organizations to provide secure, reliable, and efficient remote assistance to their users and systems. Unlike traditional remote access tools, Bomgar utilizes an appliance-based architecture (physical or virtual) or a cloud-hosted model, which keeps all support traffic within the organization's network or a secure cloud environment. This architecture is a key differentiator, offering enhanced security and control compared to SaaS-only solutions.

Key features of Bomgar Remote Support include:

• Remote Desktop & Control: Technicians can view and control end-user desktops and servers remotely, providing hands-on support as if they were physically present. This is fundamental for troubleshooting and resolving complex technical issues.
• Unattended Access: Allows support personnel to access computers and servers even when no user is present, crucial for maintenance, updates, and resolving issues outside of business hours.
• Integrated Chat: Provides a real-time chat interface between the technician and the end-user, facilitating communication and understanding of the issue before initiating a full remote session.
• File Transfer: Securely transfer files between the technician's console and the remote system, essential for delivering patches, collecting logs, or sharing necessary documents.
• Multi-Platform Support: Bomgar supports a wide range of operating systems and devices, including Windows, macOS, Linux, iOS, and Android, ensuring comprehensive coverage across an organization's diverse IT landscape.
• Advanced Security Features: Includes robust security protocols, encryption, and access controls to protect sensitive data and comply with industry regulations. Features like multi-factor authentication, session recording, and detailed logging are standard.
• Reporting and Analytics: Provides detailed reports on support session activity, technician performance, and system access, enabling organizations to monitor support operations and identify areas for improvement.

Bomgar is designed for organizations that require a high level of security, control, and scalability from their remote support solution. Its unique architecture and comprehensive feature set make it a preferred choice for large enterprises, government agencies, and organizations in regulated industries.

Bomgar Remote Support Review

Bomgar Remote Support, now part of the BeyondTrust portfolio, stands out in the remote support landscape as a powerful, secure, and highly scalable solution specifically tailored for enterprise environments. Its core strength lies in its unique architecture, which typically involves an on-premises physical or virtual appliance, or a dedicated cloud instance. This contrasts with many cloud-only SaaS solutions and offers organizations a greater degree of control over their data and security.

One of the most significant benefits of Bomgar is its unwavering focus on security. In an era of increasing cyber threats, the ability to conduct remote support sessions with confidence is paramount. Bomgar delivers on this through:</p>

• End-to-end encryption of all support sessions.
• Granular access control policies that dictate who can access what systems and when.
• Comprehensive session logging and recording features, providing a detailed audit trail for compliance and review.
• Multi-factor authentication support to enhance technician login security.

Beyond security, Bomgar provides a comprehensive suite of features designed to maximize support efficiency:

• Intuitive Technician Console: The technician interface is well-organized, providing quick access to essential tools like remote control, chat, file transfer, and system information.
• Unattended Access Capabilities: This is crucial for managing servers and workstations outside of user working hours, enabling proactive maintenance and patching.
• Multi-Platform Support: The ability to connect to a wide array of operating systems, including desktop and mobile platforms, ensures technicians can support the diverse devices used within an organization.
• Integrated Communication Tools: The built-in chat feature allows for seamless communication with the end-user, which can often resolve simpler issues without the need for full desktop control or help in understanding the user's perspective before taking control.
• Reporting and Analytics: Detailed reporting provides valuable insights into support operations, helping managers track technician performance, identify recurring issues, and measure support effectiveness.

While Bomgar's feature set is impressive, its enterprise focus means it comes with a higher price point compared to simpler, cloud-based solutions. The initial setup and configuration, especially with the appliance model, can also be more complex and may require dedicated IT resources. However, for organizations where security, compliance, and scalability are non-negotiable requirements, this investment is often justified by the robust capabilities and peace of mind that Bomgar provides.

The performance of remote sessions is generally excellent, with low latency and smooth screen sharing, even over less-than-ideal network conditions. Features like support for multiple monitors and the ability to reboot remote systems directly from the console further contribute to a seamless support experience.

In summary, Bomgar Remote Support is a top-tier solution for large organizations and those in regulated industries that demand the highest levels of security, control, and scalability from their remote support platform. While it represents a significant investment, its comprehensive features, robust security architecture, and reliable performance make it a leading choice for enterprise-level IT support.