BeyondTrust Remote Support Review

Easy to deploy, has good performance, good pre and post-sales support, and is an undisputed global leader

What is most valuable?

The most valuable features are:

  • The ease of deployment
  • Performance
  • Pre and post-sales support 
  • The vast majority of the localization they have done
  • The solution provider that they support. 

Bomgar brand, or now BeyondTrust's brand reputation is great. It is very strong, it's an undisputed global leader. You just can't argue about it.

You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.

The most important aspect is the amount of compression the Bomgar team has done. They compress so much compared to other products. It really makes it stand out from its peers. If you have more sessions concurrently working, if the client does not compress enough, it would just basically chew up all the bandwidth. This is their DNA. It is just the best in compression.

What needs improvement?

It's just a trade-off, not a complaint, that they could never put voice into it. It lacks voice integration like the other products because they need the compression to support that large amount of concurrent sessions. We've had to sacrifice voice. It's no big deal. You have more sessions, you don't really need the voice part of it. It's just a convenience.

Other than that, it is a de-facto standard whether you like it or not.

It should have more integration with CyberArk. Of course, that's an open-ended statement. The reason being is because Bomgar, or now BeyondTrust, also sells something similar to CyberArk. CyberArkk has the largest market share. It doesn't seem that BeyondTrust will provide any knowledge base or integration for customers to integrate BeyondTrust with CyberArk. 

But from a partner concern, oftentimes we have customers using CyberArk. They ask us to provide professional services to integrate both. Then we have to work on our own without vendor support.

For how long have I used the solution?

I have been using Bomgar for over five years. 

What do I think about the stability of the solution?

It is absolutely stable.   

What do I think about the scalability of the solution?

Absolutely the most scalable product. They ship the Virtual Appliance plus two or three different models of their hardware appliances. You can scale up to a very, very large implementation which, to my understanding, we have many huge customers.

This also highlights the value-differentiator. The hardware appliance has Atlas; that's fault tolerance and has load balancing built-in. Our competitors don't even have syncable features. Bomgar has had those features in its plan since day one.

Unlike other products, Bomgar is licensed per support representative. The guys actually provide support to customers. 

Instability and performance have never been a problem compared to cloud-based because it's on-premise.  It is secure, it's fast, it's easy to deploy.

We use it almost daily. We are into the technical support business and we rely on this tool 7x24x365. 

How are customer service and technical support?

Their support team is outstanding, really the best in the industry. The support engineers are well-trained and they know the product very well. It makes our jobs a lot easier when we deploy or when we have problems. 

Bomgar acquired BeyondTrust but then they retained the BeyondTrust name. BeyondTrust support was terrible. But not the Bomgar team. Bomgar support was good. They merged as one team, the BeyondTrust team for the other products, for the PAM products. Bomgar Remote Support is still the best.

How was the initial setup?

The initial setup is absolutely straightforward. It is really seamless to fire up the Virtual Appliance. It only requires one person for the setup.

It took all of two hours. To deploy it and set it up and configure it, it doesn't take more than two hours. The customization requires more time and expertise. 

From a reseller's point of view, this is great, because this creates huge service revenue, professional service for partners. But from an end-user, it's a lot of handshaking and a lot of time-consuming and labor-intensive tasks involved. It's not easy to integrate it with Service Now and Remedy because those are not simple systems to set up, not turnkey systems. There's a lot of aspects involved.

In a way it's good. But generally, you just want to set it up and get it to work, it doesn't require more than two hours.

What other advice do I have?

Definitely take the 30-days trial and don't jump to any conclusions to integrate with their ITSM tool. Evaluate it first, sit down and study it a little bit further before making a commitment to do the integration with an ITSM tool because that involves a lot of investment and time.

Customers have a budget to pay for the integration, the amount of time involved, it's not the easiest to deploy the product. It's quite complex to integrate an ITSM tool with BeyondTrust Remote Access. The process is not as simple as a lot of people think. Don't underestimate it. It's quite complex to do an integration between an ITSM tool with BeyondTrust, or likewise with any other remote access control product.

BeyondTrust is a very powerful product, it has many features. Make sure that you have enough buffer. Don't underestimate the complexity. And then just get the Bomgar up and running, take advantage of it. Once your team gets to know the product, you're going to start thinking about doing the integration.

I would rate it a ten out of ten.  

It operates on a website, has the additional protection of their website, of the BeyondTrust portal, in addition to two-factor authentication.

In the next release, it should have a little bit more intrusion detection. Customers have to worry about how to protect the portal being attacked by would-be hackers or perpetrators.

I would say it's a perfect product, but it can't do everything in one. It would be nice to have something extra in there as an option. It would be nice. But it's already perfect. This is quite a mature product. 

Which deployment model are you using for this solution?

**Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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