BeyondTrust Remote Support
TL;DR
BeyondTrust Remote Support (formerly Bomgar) gives IT teams secure, fully audited remote support for virtually any device — built for organizations where every session must be controlled, recorded, and provable.
Key Facts
Pricing
Starting at Custom quote (licensed per technician/concurrent seat)
Remote Support (Cloud)
- Cross-platform remote control
- Session recording and audit reports
- Unattended system access
- ITSM integrations
Remote Support (On-Premise)
- Everything in the cloud edition
- Data stays inside your network
- Virtual appliance deployment
- Air-gapped environment support
PAM Suite Bundles
- Bundles with Password Safe and privilege management
- Credential injection into sessions
- Unified privileged-access policies
- Volume licensing
Additional Pricing Information
BeyondTrust sells through quotes, licensing by named or concurrent technicians rather than endpoints. Reviewers consistently call it pricier than TeamViewer-class tools — the premium buys security controls, audit trails, and vendor accountability rather than raw features. Budget extra if you want the on-prem deployment or PAM bundle routes.
Details
What is BeyondTrust Remote Support?
BeyondTrust Remote Support — the product most enterprises still call Bomgar — occupies the security-conscious end of the remote-support market. Where consumer-grade tools focus on getting connected fast, Bomgar's pitch is that every connection should be governed: technicians request elevated permissions mid-session, sessions are watched, recorded, and logged end-to-end, and credentials can be injected so reps never see passwords at all. It reaches nearly anything — Windows, Mac, Linux workstations and servers, plus iOS and Android devices — and drops into ITSM platforms like ServiceNow so sessions launch straight from tickets. Reviewers score it 8.5 out of 10 across 234 TrustRadius reviews, praising the audit trail, session control, and genuinely useful touches like surviving reboots mid-session, while grumbling about premium pricing, the occasional upgrade regression, and fiddly screen-resolution handling. For help desks in finance, healthcare, government, or any audited environment it remains the benchmark; small teams that don't need the compliance machinery should look at cheaper tools first.
Key Features
- Cross-Platform Remote Control — Windows, macOS, Linux, iOS, and Android from one console
- Session Permissions — Elevate or restrict technician rights per session, approved live
- Session Recording — Full video and logging of every session for compliance
- Unattended Access — Persistent Jump access to servers and workstations
- File Transfer — Move files during or between sessions
- Multi-Technician Sessions — Escalate and collaborate within a single support session
- Reboot Persistence — Restart remote machines and stay connected through it
- ITSM Integrations — Launch sessions from ServiceNow, Jira, and other service desks
Who is it for?
- Enterprise help desks and IT departments supporting hundreds of endpoints
- Organizations in regulated industries needing provable session audit trails
- Teams supporting both internal staff and external customers from one tool
- Security teams that must govern and record every remote connection
Who is it NOT for?
- Freelancers or very small teams — cost far outweighs the security machinery
- Casual personal remote-access users (TeamViewer free tier does that job)
- Shops wanting zero-administration, instant-setup tools
- Anyone unwilling to manage periodic upgrades and their regressions
The Bottom Line
BeyondTrust Remote Support is the tool you buy when 'who connected to what, when, and what did they do' has to have an answer. The 8.5/10 reviewer score reflects years of trust from audited enterprises, and features like reboot-surviving sessions show real understanding of support workflows. You pay a genuine premium for that governance — sometimes double the consumer-grade alternatives — and you should test upgrades before they hit production. If compliance drives your support operation, this is still the standard. If it doesn't, buy something cheaper.
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