We performed a comparison between BeyondTrust Privileged Remote Access and BeyondTrust Remote Support based on real PeerSpot user reviews.
Find out in this report how the two Remote Access solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The project goal was to allow staff to run applications with admin privileges without being admins, which was the product's most important feature."
"The scalability is excellent."
"I like the enterprise credential manager. It's a connector that sits in PRA and tests the credentials for the end user with a process that will clean the password. This is one of PRA's primary features and simplifies user onboarding. There aren't many restrictions or complications. We can add the user while only opening one port, which is more than enough to access the PRA server. Every organization requires only four critical servers out of a hundred and some 50 production servers."
"Based on the feedback from my colleagues who have never complained about the technical support, I would say that the product's support team is good."
"It is a real fortress. Its security is very strong. Multi-factor came as a feature out-of-the-box, which was big for us. That helps us meet another compliance requirement. It enforces encryption. Nobody can see what we are doing in our remote system if they happen to be listening for unencrypted traffic. That is its biggest strength."
"We like the integration with Active Directory. It allows us to discover the endpoints and user accounts that need protection. It's a good way of securing our privileged access."
"The security provided by PRA when it comes to access for remote and privileged users has been outstanding. It has met all of our objectives, everything from password rotation to securing and allowing us to clamp down access to the auditing and monitoring features."
"The product has improved remote support capabilities since it works fine."
"This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk)."
"This product "just works" (without fail) and is dead-easy for clients to connect with."
"Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer."
"Live chat enabled a new support channel into our service desk, integrating with our Service Management toolset. The meet-in-the-middle remote control functionality bypassed a lot of network restrictions that hampered our previous solution, enabling a far wider reach to our end-users."
"We rarely need support for anything, but when we do, they are on it and always helpful."
"The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency."
"Solution has a good UI."
"I like Remote Support's ability to connect to a system without end-user interaction. A support engineer can log in to the system if a user is stuck and doesn't know where to go. This is helpful when conference room computers get locked down and the user can't access the guest OS."
"Some of the capabilities in the solution were not as available or not as outstanding as CyberArk. We had to manage whatever little was available for us, especially its recording capabilities, logs, and a number of things."
"I would love to have a web console and the ability to use the smart card with the web console to provide remote support. If you are on a computer that doesn't have the Bomgar console, you should be able to use the web console to provide support. That's the only thing right now. A web console is nice when you're jumping into a computer, but if you need to elevate the privileges, you currently can't do it with the smart card. If they could figure that out, that would be money."
"They could probably integrate a wizard or something like that to add a new use case. It could be something that makes it easier to add a new use case."
"Multiple areas can be improved. We've seen lots of updates in the past year. They have a portal where we can submit our ideas. BeyondTrust is immediately implementing user suggestions. The UI could be more informative. Initially, there were two or three connectors, and now we have five or six. It would be nice if they added a few more connectors for third-party integration. There are multiple tools, but the clients may require more for their convenience."
"The price is pretty expensive."
"Its access process for third-party vendors needs to be simplified."
"When doing protocol panel jumps, the tool does not restrict what is recorded on the user's computer."
"The issue I found with the product revolves around the fact that RDP and SSH sessions take too much time, making it an area of concern where improvements are required."
"The solution currently is not stable and we gave a road map of our expectations two or three days ago."
"It needs better Linux support. We have had issues with Ubuntu specifically."
"I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application."
"The Bomgar representative console could do with modernising. The Web rep console introduced is a marked improvement, but is currently not at feature parity with the thick client. This is being worked on."
"The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance."
"Lacks remote support and privileged remote access in the one product."
"They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM."
"In the next release, I would like remote access to Chrome included."
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BeyondTrust Privileged Remote Access is ranked 6th in Remote Access with 21 reviews while BeyondTrust Remote Support is ranked 7th in Remote Access with 32 reviews. BeyondTrust Privileged Remote Access is rated 8.6, while BeyondTrust Remote Support is rated 9.0. The top reviewer of BeyondTrust Privileged Remote Access writes "Our support team can do so much more without having to actively engage our customers, which saves us time and money". On the other hand, the top reviewer of BeyondTrust Remote Support writes "A robust, secure, and complete solution for quickly providing support and monitoring what's going on". BeyondTrust Privileged Remote Access is most compared with CyberArk Privileged Access Manager, Citrix DaaS (formerly Citrix Virtual Apps and Desktops service), WALLIX Bastion, BeyondTrust Password Safe and Apache Guacamole, whereas BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, F5 BIG-IP Access Policy Manager (APM), LogMeIn Pro and ConnectWise ScreenConnect. See our BeyondTrust Privileged Remote Access vs. BeyondTrust Remote Support report.
See our list of best Remote Access vendors and best Privileged Access Management (PAM) vendors.
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