BeyondTrust Privileged Remote Access vs BeyondTrust Remote Support comparison

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Comparison Buyer's Guide
Executive Summary

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.
To learn more, read our detailed BeyondTrust Privileged Remote Access vs. BeyondTrust Remote Support Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"When it comes to the Privileged Remote Access (PRA) solution, instead of depending on a VPN client, from Cisco or any other vendor, we can directly use this product from the internet. It is very easy to do the implementation, and it is easy for every user to access the server from outside of their organization. They can open the URL and put their name and password, and it'll do the multi-factor authentication. They can easily access the server. Prior to this solution, the users had to log into the VPN, which is not required with BeyondTrust. Now, they can use their computer over the internet.""This product is very stable and scalable. This is an excellent platform.""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.""One of the features that I really like about it is the ability to set a start date, time, and end date for the access. For example, you can set the access for a person from tomorrow, Monday, or Tuesday and ending on a specific period of the day or a specific date. That's really quite helpful.""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.""The most valuable feature is that this solution can be implemented regardless of the operating system.""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.""PRA stands on its own as a full solution. This is important because it reduces the need to maintain a lot of different services. Also, the integration between those services are sometimes not easy to maintain. So, having a solution like BeyondTrust Privileged Remote Access reducing our workload gives us enough time to work on our other issues. The system just runs and does what it is supposed to do."

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"It's very secure, and it works very well. I like their remote support feature. It can be used for our clients' desktops or anywhere where the client can be working. I'd have to say the product is very good. It's a strong solution for us.""Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient.""You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.""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.""It has a straightforward setup. Bomgar has created a simple, lightweight deployment process.""The integrated chat service with quick elevation to a full control support session has increased our service desk efficiency.""It is effective. It is a good way of making sure that you're auditing what's going on. It also makes the end-user feel safe that you're not getting into things that you shouldn't be getting into because they're authorizing different areas for you to see. It is a pretty secure tool. It is important as far as security is concerned. It is very effective in terms of the support personnel being able to get the job done when they need to. It is easy for the end-user or the person we're helping out to understand how to allow somebody in to get the work done.""Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."

More BeyondTrust Remote Support Pros →

Cons
"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.""When doing protocol panel jumps, the tool does not restrict what is recorded on the user's computer.""Its access process for third-party vendors needs to be simplified.""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.""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 integration client, backup solution, and SSO setup and provisioning could be improved. There isn't any documented or supported user provisioning currently, which slows down the processes of onboarding and assigning permissions. I would like to see this improved soon.""Changing your password should be simplified, and there should not be a charge for it.""The solution is very flexible, which is a plus, but I would say the implementation requires someone with knowledge and experience, as it can be easy to get lost in all the details. The implementation process could be streamlined and simplified. Though the complexity of the solution provides greater flexibility, it requires a lot of time to understand it fully."

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"I would like to see more integration with iOS devices along with better connectivity and communication with these devices.""​The possibility to integrate a chatbot would take this product to the next level​.""It could be more compatible with other applications. We had trouble with compatibility when it came to Entrust. This is because we had issues with Windows machines when we installed Entrust.""Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit.""I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer.""I would also like to see better support of Apple devices while using a Windows remote support console.""Lacks remote support and privileged remote access in the one product.""There are not enough product partners in Turkey, making it difficult for me to get assistance."

More BeyondTrust Remote Support Cons →

Pricing and Cost Advice
  • "The price is pretty expensive, but you get what you pay for and this is a great product."
  • "I wish it was a little bit cheaper, but when a product is as solid as this, I understand what the cost does. It helps them to make sure it stays that way. If you want a reliable, solid product, you're going to pay more."
  • "Don't get into a situation where you are licensing per desktop or per person until you fully understand the licensing."
  • "My client found the solution a bit expensive but considering their use case and requirements, they didn't have any other choice. As far as I know, implementation and licensing are the only costs."
  • "I wasn't directly involved in the licensing and pricing, but I can say that PRA is licensed per endpoint added to the Vault. I would advise users to take frequent exports of their license usage package; it's a simple feature that provides a spreadsheet of every machine in the Vault. This helps to cut down on duplicate licenses, which can happen by adding the same endpoint using an IP address and a fully qualified domain name, for instance. The implementation is an additional cost, and they offer several tiers, so the price varies. There are also some optional add-ons, so I would advise people to research the product well and find out precisely what they need regarding features. The Advanced Web Access add-on provides some required functionality when interfacing with websites; that's one to consider."
  • "Its price is pretty good for the features and services that it provides. It is not outrageous. I'm not aware of any additional charges or anything like that."
  • "PRA was one of the cheapest solutions that we evaluated."
  • "Though the solution was a bit expensive, the overall pricing was average."
  • More BeyondTrust Privileged Remote Access Pricing and Cost Advice →

  • "This product provides value for money."
  • "​The product maintenance and licensing costs are on the higher end, so I would carefully review how many licenses you need. The concurrent license model is helpful in this manner.​"
  • "Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too."
  • "Bomgar has a very fair pricing structure."
  • "Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years."
  • "The setup is complex. Purchase the remote implementation service and make them slow down and work with you."
  • "I would like to order more licenses. This would allow us to support more end users concurrently."
  • "I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful."
  • More BeyondTrust Remote Support Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The product has improved remote support capabilities since it works fine.
    Top Answer: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 product should be able to… more »
    Top Answer:I use the tool in my lab. I am involved in the product's testing phase in my lab, where I am trying to check out the solution.
    Top Answer:The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients.
    Top Answer:The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can… more »
    Top Answer:I can recommend the product, but it is important to note that it is expensive. Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very… more »
    Ranking
    6th
    out of 45 in Remote Access
    Views
    1,479
    Comparisons
    962
    Reviews
    16
    Average Words per Review
    1,299
    Rating
    8.6
    7th
    out of 45 in Remote Access
    Views
    3,208
    Comparisons
    1,802
    Reviews
    7
    Average Words per Review
    503
    Rating
    8.6
    Comparisons
    Also Known As
    Bomgar Privileged Access
    Bomgar Remote Support
    Learn More
    Overview

    BeyondTrust Privileged Remote Access (formerly Bomgar Privileged Access) lets you secure, manage, and audit vendor and internal remote privileged access without a VPN.

    Privileged Remote Access provides visibility and control over third-party vendor access, as well as internal remote access, enabling your organization to extend access to important assets, but without compromising security.

    Features include:

    - Privileged Access Control: Enforce least privilege by giving users the right level of access.

    - Monitor Sessions: Control and monitor sessions using standard protocols for RDP, VNC, HTTP/S, and SSH connections.

    - Reduce the Attack Surface: Reduce attacks by consolidating the tracking, approval, and auditing of privileged accounts in one place and by creating a single access pathway.

    - Integrate with Password Management: Inject credentials directly into servers and systems with just one click, so users never need to know or see plain text credentials.

    - Mobile & Web Consoles: Use mobile apps or web-based consoles anytime, anywhere.

    - Audit & Compliance: Create audit trails, session forensics, and other reporting features by capturing detailed session data in real-time or post- session review, and provide attestation reports to prove compliance.

    BeyondTrust Remote Support is software built to help organizations gain access to and support nearly any remote computer or mobile device with a single solution. BeyondTrust Remote Support works across Windows, Mac, and Linux and gives you access and control whether a device is on or off the network.

    BeyondTrust Remote Support Features

    BeyondTrust Remote Support has many valuable key features. Some of the most useful ones include:

    • Remote access and control: IT administrators have the ability to resolve issues at light speed, improving productivity and also end-user satisfaction.
    • Efficiency and scale: With BeyondTrust Remote Support, you can manage unattended access to any system and you can also create mass installer packages.
    • Compliance: BeyondTrust Remote Support allows you to automatically monitor activity in real time, record all session activity, and produce a detailed audit log without interfering with service desk processes.
    • Team and permissions administration: By using BeyondTrust Remote Support, you can Implement security across your service desk with granular role and permissions settings.
    • Native 2FA: BeyondTrust Verify is a TOTP native 2FA capability. It can be enabled for any user and verifies the identity of users before a BeyondTrust Remote Support session is actually launched.
    • Credential injection: If users integrate with the BeyondTrust Vault or BeyondTrust Password Safe, they can directly inject credentials into systems and end servers with just one click.

    BeyondTrust Remote Support Benefits

    Some of the benefits of using BeyondTrust Remote Support include:

    • Security and privacy: BeyondTrust Remote Support gives support teams quick access to desktops and IT systems without revealing their credentials and passwords. In addition, integrating BeyondTrust Privileged Access complements and controls access to privileged user accounts to protect mission-critical IT systems.
    • Mobile support: BeyondTrust Remote Support allows IT teams to provide instant remote support to mobile device users. The solution also supports Android smartphones and tablets as well as iOS devices (iPhone, iPad, iPod Touch).
    • ServiceNow integration: BeyondTrust Remote Support offers integrated remote support and secure chat.
    • Support across multiple systems and devices: The BeyondTrust Remote Support solution can help your organization achieve reliable remote support for end users and customers using Windows, Mac, Android, iOS, or any other operating system.

    Reviews from Real Users

    Below are some reviews and helpful feedback written by BeyondTrust Remote Support users.

    A Cybersecurity Architect at a tech vendor says, “The most valuable features are the ease of deployment, performance, pre and post-sales support, the vast majority of the localization they have done and the solution provider that they support. You can't compete with TeamViewer or any other similar products. It's completely in a class of its own.”

    An Enterprise Service Desk Systems Manager at a manufacturing company comments, "Screen sharing, in general, is pretty important for a service desk. Another thing that I have found to be very helpful is that you can also do screen sharing on a cell phone. When people have an issue with their cell phone, it is ordinarily very difficult to troubleshoot the issue. With BeyondTrust Remote Support, you can share the cell phone screen, and somebody can take a look at it remotely. I am not sure if other competing solutions offer this feature. It is pretty user-friendly. It is also good performance-wise."

    PeerSpot user Mark B., Sr VP of Business Operations at Networking Technologies and Support, Inc., explains that he thinks the solution is “Great for delivering end-user support, good at recording sessions, and very stable.


    Sample Customers
    Horizon Beverage, Air Liquide, Gateway Bank of Florida
    InterContinental Hotels Group, Williams-Sonoma Inc., eBay, Carbonite, Computer Sciences Corporation
    Top Industries
    REVIEWERS
    Comms Service Provider21%
    Security Firm14%
    Government14%
    Wholesaler/Distributor14%
    VISITORS READING REVIEWS
    Computer Software Company17%
    Financial Services Firm10%
    Government9%
    Manufacturing Company7%
    REVIEWERS
    Manufacturing Company16%
    Financial Services Firm12%
    Consumer Goods Company12%
    University12%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Government10%
    Financial Services Firm9%
    Manufacturing Company6%
    Company Size
    REVIEWERS
    Small Business50%
    Midsize Enterprise15%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business20%
    Midsize Enterprise13%
    Large Enterprise67%
    REVIEWERS
    Small Business37%
    Midsize Enterprise22%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise13%
    Large Enterprise68%
    Buyer's Guide
    BeyondTrust Privileged Remote Access vs. BeyondTrust Remote Support
    March 2024
    Find out what your peers are saying about BeyondTrust Privileged Remote Access vs. BeyondTrust Remote Support and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    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, BeyondTrust Password Safe, WALLIX Bastion, Citrix DaaS (formerly Citrix Virtual Apps and Desktops service) and Apache Guacamole, whereas BeyondTrust Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, F5 BIG-IP Access Policy Manager (APM), BMC Helix ITSM and LogMeIn Pro. 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.

    We monitor all Remote Access reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.