BeyondTrust Remote Support Review

A lightweight, reliable solution that gives IT a direct visual of occurring issues

What is our primary use case?

We use Bomgar Remote Support at our approximately 100 employee firm to provide immediate support no matter the employee's current location.

How has it helped my organization?

The firm has greatly benefited from using Bomgar Remote. It is a lightweight, reliable solution that gives IT a direct visual of occurring issues. 

What is most valuable?

The file transfer feature allows IT to provide needed drivers and files without interfering with the employee's workflow. Also, it allows IT to "visit" and take over a session when assisting. 

What needs improvement?

During initial deployment of the Client on employee devices, there were just a few which failed. This required a second try at installation. We did not know which failed due to no reporting of Clients (that I could find) within the Bomgar Representative Console. 

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

We have had very little downtime, which was most likely user error. 

What do I think about the scalability of the solution?

No issues with scalability. 

How are customer service and technical support?

We have had to reach out only one time to Bomgar customer service. It had a pleasant, speedy resolution. 

Which solution did I use previously and why did I switch?

We used LogMeIn and switched due to rising its cost. We also had prior experience with Bomgar. 

How was the initial setup?

It has a straightforward setup. Bomgar has created a simple, lightweight deployment process.  

What about the implementation team?

In-house implementation. 

What's my experience with pricing, setup cost, and licensing?

Bomgar has a very fair pricing structure. 

Which other solutions did I evaluate?

No other options were evaluated. 

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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