The primary use case of this product is for remote support. Customers will call in with an issue and we connect them with an engineer. Some of our engineers also work remotely. I'm the director in the CTO office and we are customers of BeyondTrust.
Director CTO Office at a tech services company with 201-500 employees
Provides a secure method of access and flexibility to support many customers with few licenses
Pros and Cons
- "Offers a secure method of access without having to install agents everywhere."
- "Lacks remote support and privileged remote access in the one product."
What is our primary use case?
How has it helped my organization?
Allows seamless access to client environments without installing agents everywhere.
What is most valuable?
Having a secure method of access without having to install agents everywhere is a good feature. It also offers the flexibility to support many customers with few licenses.
What needs improvement?
I'd like to see remote support and privileged remote access built into the same product. That's lacking in the solution and means that we need to buy two completely different tools that are 90% similar? The PRA and the remote support are the same product. For some reason they sell them separately and we need both. I don't want to buy two different products.
Buyer's Guide
BeyondTrust Remote Support
April 2025

Learn what your peers think about BeyondTrust Remote Support. Get advice and tips from experienced pros sharing their opinions. Updated: April 2025.
859,687 professionals have used our research since 2012.
For how long have I used the solution?
The company has been using this solution for three years.
What do I think about the stability of the solution?
The solution is stable.
What do I think about the scalability of the solution?
The solution is scalable although there's a cost involved. We have both manager services and professional services people using it. Our IT manager is the person who deals with upgrades.
How are customer service and support?
I don't deal with technical support but I haven't heard any complaints. I think they're okay.
Which solution did I use previously and why did I switch?
The company previously used a different solution and I think the reason they switched was that with BeyondTrust you didn't need to install agents while the previous solution was agent based. Other than that, I don't think there was much between them.
What's my experience with pricing, setup cost, and licensing?
I don't know what licensing costs are but I believe it's on par with other solutions when we did compare that. It may be a little more if you have many concurrent sessions needed.
What other advice do I have?
It's important to understand the purpose of the solution. Professional services is one thing, manager services is another. It's about PRA and remote support, they do two different things which is why I'd like to see them combined because we usually need both pieces of functionality. You need to understand your use case before you engage with any company that you're trying to get a solution for.
I rate this solution an eight out of 10.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.

Enterprise Service Desk Systems Manager at a manufacturing company with 5,001-10,000 employees
Supports cell phone and desktop screen sharing, good performance, and user-friendly
Pros and Cons
- "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."
- "It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle. Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system."
What is our primary use case?
It is used for remote support for the service desk. We primarily use it for troubleshooting activities. When users have an issue, they call up the service desk or send an email. One of the technicians uses this solution to remotely access their computer. The technicians can see the screens, take control, do some troubleshooting, share files, and implement fixes.
What is most valuable?
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.
What needs improvement?
It is expensive. Its initial setup was also a little bit involved, but it was nothing that we couldn't eventually handle.
Currently, it has the ability to share screens. Somebody having an issue with their phone can share their screen with a technician sitting at a computer. It would be nice to also be able to control phones remotely, but this could be a limitation of a phone's operating system. In Apple's case, we're going to have Apple that's restricting that, but it would be nice to be able to remotely control someone's phone so that we could provide greater assistance in troubleshooting.
What do I think about the stability of the solution?
We haven't had any issues related to it crashing.
What do I think about the scalability of the solution?
It works well for us now. It is used within the service desk department, and there are only a certain number of people who log in and access remote computers. We have 20 to 30 technicians who are using this solution.
We won't be opening it up to a lot of people or the entire IT department because that would be expensive. Its licensing is on a per technician basis. We would have to buy more licenses if we have more users. This is something that needs to be considered for a large-scale rollout.
If we were to expand its use within our organization, that should be easily doable. BeyondTrust allows for multiple servers with redundancy and failover, so we could add additional servers where we have the most users in order to handle increased load.
How are customer service and technical support?
The only time we had to work with them was for the initial setup. Their professional support helped us out with that. It worked well because we did get it set up. We didn't really have any complaints.
How was the initial setup?
Its initial setup was a little bit involved, but it was nothing that we couldn't eventually handle. We have a tool with a button that deploys endpoints. Users can just click on that button, and it'll get them into a queue.
What's my experience with pricing, setup cost, and licensing?
It is expensive. Performance-wise, it is pretty good, but we're less happy with the cost.
Its licensing is on a yearly basis. It is also on a per-technician basis. A certain number of concurrent technicians can log in and access all the features.
Which other solutions did I evaluate?
We were limited on time, so we did a little bit of evaluation. Later this year, we may evaluate again.
What other advice do I have?
It has worked pretty well for us, but it is probably better suited for larger organizations because of the cost. If you've got a small organization and you need to do a small amount of remote support, a less expensive option would be more suitable.
I would rate BeyondTrust Remote Support a nine out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Buyer's Guide
BeyondTrust Remote Support
April 2025

Learn what your peers think about BeyondTrust Remote Support. Get advice and tips from experienced pros sharing their opinions. Updated: April 2025.
859,687 professionals have used our research since 2012.
Unit Manager | Management Systems and Automation at a tech services company with 1,001-5,000 employees
A stable and scalable tool helpful for offering remote support to an organization's customers and clients
Pros and Cons
- "The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients."
- "There are not enough product partners in Turkey, making it difficult for me to get assistance."
What is our primary use case?
My company uses BeyondTrust Remote Support to provide remote support to our customers and clients.
What is most valuable?
The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients. I am not very good with BeyondTrust since my team uses it.
What needs improvement?
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 be considered for improvement.
For how long have I used the solution?
I have been using BeyondTrust Remote Support for five years. I am a customer of the product.
What do I think about the stability of the solution?
It is a very stable solution.
What do I think about the scalability of the solution?
It is a scalable solution since there have been no performance issues.
In my company, more than 50 people use the product.
How are customer service and support?
My company has contacted the solution's technical support. I rate the technical support an eight out of ten.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup was easy. One can install it very easily.
The solution is deployed on-premises.
What's my experience with pricing, setup cost, and licensing?
BeyondTrust Remote Support is a very expensive product.
Which other solutions did I evaluate?
My company chose BeyondTrust Remote Support over other products since it possesses session recording capabilities. If our customers wish to have some clips, our company provides videos or screenshots using the tool's recording capabilities.
What other advice do I have?
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 cheaply. If you compare BeyondTrust, to the other products, you can get other products for very cheap rates. BeyondTrust is a really good product overall, but it is expensive for my company.
Overall, I rate the solution a seven out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Business Development Specialist at Wire Speed Systems`
Remote access software that provides recordings and screenshots of sessions useful for audits
Pros and Cons
- "We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision."
- "They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM."
What is our primary use case?
Technical engineers use this solution to assist their staff remotely. It enables the IT technician to connect remotely to an end user laptop and do some troubleshooting if that user is having challenges.
What is most valuable?
We like that it records the remote sessions. If a technician is logged into a user remotely to fix any problem, it records the decision. It takes screenshots and it saves those sessions in the cloud. This is important for audit purposes and these features make this solution stand out from the rest.
What needs improvement?
They need to ensure that the remote support is compatible with the other cloud solution providers, like Huawei. Currently it is only compatible with Azure, AWS and KVM.
For how long have I used the solution?
I have been using this solution for three years.
What do I think about the stability of the solution?
This is a stable solution.
What do I think about the scalability of the solution?
This is a scalable solution.
How are customer service and support?
Their support team is very responsive. They have experienced engineers and we have direct contact with them if we need anything for a client. They are just a WhatsApp away.
I would rate the support for this solution a five out of five.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup is a very straightforward process. We do have engineers who are certified so its easy for us. I would rate this solution a five out of five.
What's my experience with pricing, setup cost, and licensing?
Their pricing is a little bit high but it's negotiable depending on the type of client. It is approximately R6,000 per year for a user. I would rate the pricing a four out of five.
What other advice do I have?
I would rate this solution a ten out of ten.
Disclosure: My company has a business relationship with this vendor other than being a customer. Partner / Reseller
CTO Subject Matter Expert at a media company with 201-500 employees
Easy installation, performs well, and scales well
Pros and Cons
- "The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely."
- "In the next release, I would like remote access to Chrome included."
What is most valuable?
The most valuable feature of BeyondTrust Remote Support is the ability to control screens remotely.
What needs improvement?
They currently don't have remote access control to Chromebooks, and I think they should start doing that.
In the next release, I would like remote access control to Chrome included.
You can see the screen but not control on Chromebooks
For how long have I used the solution?
I have been using BeyondTrust Remote Support for three years.
What do I think about the stability of the solution?
The stability is very good.
What do I think about the scalability of the solution?
BeyondTrust Remote Support scales well.
How are customer service and support?
We have not contacted technical support after the implementation was complete.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
Previously, we did not use another solution.
How was the initial setup?
The installation is straightforward.
What other advice do I have?
I would rate BeyondTrust Remote Support a nine out of ten.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Associate Security Engineer at a security firm with 11-50 employees
Good ability to control sessions with a user friendly interface
Pros and Cons
- "Solution has a good UI."
- "Lacks some kind of voice communication option."
What is our primary use case?
I'm an associate security engineer and we are partners with BeyondTrust.
What is most valuable?
I like the interface and it's helpful for me that when I'm taking a session it's totally in my control.
What needs improvement?
I'd like to see some kind of voice communication feature. During a session, communication is on chat. Although we can share a screen, there is sometimes a lag with the chat.
For how long have I used the solution?
I've worked with this solution for about a year up to a couple of months ago.
What do I think about the stability of the solution?
I used the solution for my internal environment and it was stable and efficient when connecting with the customer. We share the link and they access it. I used it for sessions of up to 20 people and it was fine.
How are customer service and technical support?
There is good documentation available so if I'm missing anything the BeyondTrust site documentation has all the answers.
How was the initial setup?
The deployment is straightforward and quite mature.
What other advice do I have?
I would recommend trying this solution. Particularly during Covid times with people working from home, it's useful to have the help desk with the GM in the office.
There can always be improvements so I rate this product eight out of 10.
Disclosure: My company has a business relationship with this vendor other than being a customer. partner
Project Manager at a financial services firm with 1,001-5,000 employees
A secure support solution with a useful remote support feature
Pros and Cons
- "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."
- "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."
What is our primary use case?
We're using BeyondTrust Remote Support to create more support lines. One line of support for our employees, and the other for our clients at a bank. We're using this solution to fix problems for our clients and bank employees. I have branches in different cities, like the capital cities in Columbia.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been using BeyondTrust Remote Support for two years.
How are customer service and technical support?
We had local support and nothing more.
What's my experience with pricing, setup cost, and licensing?
We pay every year for the box, and there are no additional costs.
What other advice do I have?
On a scale from one to ten, I would give BeyondTrust Remote Support a nine.
Which deployment model are you using for this solution?
On-premises
Disclosure: My company does not have a business relationship with this vendor other than being a customer.
IT Engineer at FormatPC
Feature-rich, secure, and allows for recording and auditing of support sessions
Pros and Cons
- "This is a very secure product."
- "Technical support for this region can be improved."
What is our primary use case?
We are a solution provider and this is one of the products that we implement for our customers. It is used for providing secure remote support and allows you to control the support staff. You can see what they were doing on the machines and provides them the ability to work in a secure manner. It is done through a secure connection, where everything is recorded and can be audited.
What is most valuable?
This is a very secure product.
There are a lot of features available.
What needs improvement?
Technical support for this region can be improved.
For how long have I used the solution?
We have been working with BeyondTrust Remote Support for a few months. We have really just started selling them, so we don't have a great deal of experience yet.
What do I think about the stability of the solution?
The is a stable product.
What do I think about the scalability of the solution?
This solution is scalable and can support a lot of users.
How are customer service and technical support?
The technical support is okay, although, for this region, it is a little bit tougher. They are expanding the market but I think that at the moment, they are not focusing on non-EU countries.
How was the initial setup?
It is easy to deploy. It can be an on-premises physical appliance or a cloud-based virtual appliance deployment. You just need to set the policies and the users.
What's my experience with pricing, setup cost, and licensing?
It is an expensive product, although it is secure and of high quality.
I would prefer that it was more affordable.
What other advice do I have?
In summary, this is a really nice product that is really secure and I can recommend it to other users.
I would rate this solution a ten out of ten.
Which deployment model are you using for this solution?
On-premises
Disclosure: My company has a business relationship with this vendor other than being a customer. Reseller

Buyer's Guide
Download our free BeyondTrust Remote Support Report and get advice and tips from experienced pros
sharing their opinions.
Updated: April 2025
Popular Comparisons
Microsoft Intune
Microsoft Remote Desktop Services
Citrix DaaS (formerly Citrix Virtual Apps and Desktops service)
TeamViewer
Claroty Platform
Delinea Secret Server
Check Point Remote Access VPN
F5 BIG-IP Access Policy Manager (APM)
TeamViewer Tensor
BeyondTrust Privileged Remote Access
VNC Connect
LogMeIn Rescue
ConnectWise ScreenConnect
Splashtop Remote Support
Buyer's Guide
Download our free BeyondTrust Remote Support Report and get advice and tips from experienced pros
sharing their opinions.
Quick Links
Learn More: Questions:
- Which product do you prefer: Bomgar or Rescue?
- When looking for a work from home solution, which Remote Access solution do you prefer? Why?
- What are the tools you recommend to support teleworking?
- When evaluating Virtual User Session, what aspect do you think is the most important to look for?
- What is an efficient alternative to Microsoft Remote Desktop?
- What are the best practices to prevent a Brute Force attack via remote access?
- Why use remote access tools?
- Looking for recommendations for a well-priced remote/access management system for video editing
- Looking for SDK on Remote monitoring on Android devices
- What is the best remote access tool?