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Buyer's Guide
Remote Access
September 2022
Get our free report covering TeamViewer, BeyondTrust, Microsoft, and other competitors of BeyondTrust Remote Support. Updated: September 2022.
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Read reviews of BeyondTrust Remote Support alternatives and competitors

Justin Glasscock - PeerSpot reviewer
Privilege Access Management Consultant at Integral Partners LLC
Consultant
Top 20
You can connect to a system without end-user interaction.
Pros and Cons
  • "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."
  • "The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process."

What is our primary use case?

Remote Support allows the help desk and IT administrative personnel to connect to users' computers as well as kiosks, conference room systems, etc. When I left the company, around 20 employees were using the tool.

The consulting firm I'm working with now focuses on the BeyondTrust privilege access management applications. Our company takes contracts to install BeyondTrust solutions like Password Safe and Remote Support for client companies.

How has it helped my organization?

The two environments where we have Remote Support implemented have satellite offices, so the whole company isn't in one physical location. Remote Support allowed us to centralize that help desk function in one place. We didn't need on-site staff to support the customers. 

It was also very helpful because COVID forced us to shift to work from home. Everybody was able to provide the same level of support from from home without any notice of any difference from the rest of the employees in the company.

What is most valuable?

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.

What needs improvement?

The ability to connect mobile devices could be improved. Smartphones and tablets are becoming more prevalent throughout corporate environments. From time to time, we have problems connecting to those devices. 

You can't stage the application to connect without a user's input. You had to guide them through enabling permissions for the app. Then they need to enter the URL and session key. It would be great if they could streamline that process.

For how long have I used the solution?

I've used Remote Support for about three years.

What do I think about the stability of the solution?

The stability of the cloud version was great. We never had any issues with it. We never had any downtime.

What do I think about the scalability of the solution?

Yes, I think so because we started it with just the company that I installed it at was kind of a holding company, so to speak and we started with our central IT team and then started widening the scope, allowing the other unit companies, IT administrators, to be able to use it and deploy it as they needed. So I think it's definitely very scalable.

How are customer service and support?

I would say five their support team has always been very helpful and timely.

How was the initial setup?

I would say setting up the cloud version was fairly straightforward. BeyondTrust stood up the application and then handed it over just kind of blank, the company at the time did not want to pay the implementation cost. So integrated it with Azure for single sign on, set up the group policies, I would say it was pretty straightforward.

So it was kind of an ongoing. Once we got the initials set up and core administrators that would be using the tool set up with local accounts, it did become a more back burner task. I was able to work on it as I was had free time from other tasks. I would say really getting it to the basic usability point of being able to log in on the tool and to be able to connect and help somebody was within a couple hours and then developing the customizations, client deployment installations via group policy, transitioning from using local accounts to Azure AD accounts. If able to tackle in one sitting, probably would've been a few days, but since it was using more free time from other tasks, it was an ongoing process that took weeks and even into a couple of months to kind of get to a very nice deployment flow where everything was set up and easily usable and easy to onboard somebody else into the tool.

Just one person really. Just me.

What was our ROI?

I would say five. I mean, like I said, you're able to connect remotely. You're able to eliminate the costs of having employees either travel to other locations or station full-time employees there with the ability to deploy clients so that you can use to connect to different endpoints without requiring any user interaction. You're able to connect to those systems that may not be in use at the time, traditionally don't have physical access to the operating system, et cetera. So, definitely very, very good in return. And then once you build it out, the ease of onboarding new administrators into the tool.

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

I rate Remote Support eight out of 10 for affordability. It's definitely not the cheapest product, but you get a good return on your investment.

Which other solutions did I evaluate?

At the last company where I implemented Remote Support, we evaluated other solutions like TeamViewer and the built-in Windows assistance tool, but never functionally utilized them.

I believe they also had another tool before.  BeyondTrust Remote Support had the most functionality. The price point was a bit higher than others, but it fit the use case perfectly and had everything we were looking for.

What other advice do I have?

I rate BeyondTrust Remote Support nine out of 10. It's definitely a useful tool. Out of all the products we tried, it had the most features and flexibility, so it's worth implementing.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Buyer's Guide
Remote Access
September 2022
Get our free report covering TeamViewer, BeyondTrust, Microsoft, and other competitors of BeyondTrust Remote Support. Updated: September 2022.
634,550 professionals have used our research since 2012.