In the digital age, having remote support tools has become essential for rapid and effective issue resolution. Thanks to these tools, there is no need for technicians to be physically present. This translates into time and money savings for companies, improving their productivity. But that's not all, as it also guarantees security against potential unauthorized access.
BeyondTrust Remote Support (previously Bomgar Remote Support) is one of the most advanced tools in this field, providing secure and efficient remote access. Its focus on cybersecurity sets it apart from other solutions, as it employs robust authentication, end-to-end encryption, and granular access controls to prevent vulnerabilities.
If you are looking for a good remote support tool, BeyondTrust could be the perfect option to improve your company's efficiency.
To help you make this decision, below is a comprehensive analysis of this remote control software.
What is BeyondTrust Remote Support?
BeyondTrust Remote Support (Bomgar) is a refined remote support solution designed for companies and IT teams to securely access devices and systems anywhere in the world.
This tool allows technicians to connect to computers, servers, and mobile devices to diagnose and solve problems in real-time, without requiring the end user to have advanced technical knowledge. This is especially useful for companies with freelancers and remote workers, as the IT team can manage access for their employees and resolve their issues remotely.
Security is one of the pillars of BeyondTrust. The software employs end-to-end encryption, advanced access controls, and detailed session logs to ensure privacy and data protection. Additionally, it is compatible with a wide variety of operating systems, including Windows, macOS, Linux, iOS, and Android.
Thanks to features such as integrated chat, file transfer, and task automation, BeyondTrust Remote Support enhances the efficiency of technical assistance. This software allows for reduced resolution times, thereby optimizing the user experience.
Main features of BeyondTrust Remote Support
Before choosing a remote support tool for our business, it is crucial to know if its functions fit our needs. To help, we summarize the main functionalities of BeyondTrust Remote Support:
- Security-focused remote support: Includes end-to-end encryption and compliance with industry security standards.
- Real-time collaboration: Allows multiple technicians to work simultaneously to resolve the same incident.
- Role-based access controls (RBAC): Provides differential access based on user permissions.
- Augmented reality (AR) remote assistance: Enables visual guidance using smartphone cameras and smart glasses.
- Seamless integration: Its functionalities integrate smoothly with IT service management (ITSM) tools like ServiceNow and Zendesk.
- Advanced security: Includes end-to-end encryption to secure communication, multi-factor authentication (MFA) for more secure access, permission controls to restrict access according to roles, and detailed session logs and recordings for auditing.
- Efficient remote access: Allows real-time connections to devices anywhere in the world. BeyondTrust also offers support for multiple simultaneous sessions and full desktop control with screen-sharing capabilities.
- Multi-platform: Compatibility with Windows, macOS, and Linux as well as mobile devices running iOS or Android.
- Optimized experience for users and technicians: Includes integrated chat for live communication between user and technician, fast and secure file transfer, automation tools for troubleshooting without manual intervention, and an on-screen annotation feature to guide the user.
- Integrations and customization: BeyondTrust is compatible with ITSM and can integrate with tools like ServiceNow, Active Directory, Salesforce, Jira, among others.
- Support without the need for a VPN: Allows secure connections without requiring virtual private networks, reducing the risks of exposure to external threats.
- Access to unattended devices: Remote connection to servers and computers, even if no user is present. This enables updates and technical maintenance without interrupting operations.
Pros and cons of using BeyondTrust Remote Support
Despite being a remote support tool recommended by many users and companies, BeyondTrust Remote Support may not fit the needs or expectations of some potential clients.
To determine if this is the software you are looking for, we’ve created a list of pros and cons of BeyondTrust Remote Support.
Advantages of BeyondTrust Remote Support:
- High-security compliance: End-to-end encryption, multi-factor authentication, and detailed logs. Ideal for companies with strict data protection policies.
- Reliable remote support sessions: With low drop rates, facilitating remote assistance.
- Robust feature set: Includes remote assistance with augmented reality and real-time monitoring.
- Efficiency in problem resolution: Live chat, file transfer, and automation tools.
- Customer service: The company's technical support is well-rated, according to users of the tool.
- Global remote access: Allows support anywhere in the world without the need for a VPN.
- Compatibility with all operating systems: Allows use on devices with Windows, macOS, Linux, iOS, and Android OS.
- Unsupervised support: Allows access to devices even without a user present.
- Integrations with other platforms: Compatible with ITSM, ServiceNow, Jira, Salesforce, among others.
- Auditing and control: Recorded sessions and detailed reports for analysis and regulatory compliance.
Cons of using BeyondTrust Remote Support:
- Difficult initial setup: Software not suited for beginners due to its complex management of roles and permissions.
- The user interface is not intuitive: BeyondTrust has quite a high learning curve.
- High price: The cost is higher compared to some of its competitors.
- Requires a good internet connection: Low bandwidth may affect performance.
- Implementation can be complex: Especially in companies with highly customized IT infrastructure.
Audience: Who is this remote control tool for?
By now, you may be wondering if BeyondTrust Remote Support is a remote control tool suitable for your SME. To resolve your doubts, we've made a list of types of users who can benefit from using Bomgar's remote support in their business, which are as follows:
- Companies of all sizes: First, because it facilitates remote support regardless of employee location; and second, because it enhances the efficiency of the IT team, reducing downtime.
- IT and technical support departments: Allow incidents to be resolved quickly without the need for travel and offer advanced tools for diagnosis and problem resolution.
- Managed service providers (MSPs): Facilitates the secure remote management of multiple clients. Additionally, it offers auditing and control functions to meet regulations.
- Organizations with high-security requirements: BeyondTrust is perfect for companies that have high security requirements. It includes end-to-end encryption, multi-factor authentication, granular access control, and detailed session audits.
- Companies with remote or hybrid employees: Allows for technical support regardless of user location, optimizing device management and reducing operational interruptions.
- Regulated sectors (banking, healthcare, or government): Since it complies with security regulations such as GDPR, HIPAA, and PCI-DSS. It also logs and monitors each session for auditing and compliance.
In summary, BeyondTrust Remote Support is ideal for any company or business looking for a secure, efficient, and scalable technical support software.
Reasons to adopt (or not) BeyondTrust Remote Support
Now that you know the advantages of BeyondTrust Remote Support, it's time to evaluate user experiences and opinions. After conducting market research, we've gathered the reasons why companies choose this tool for their remote connections.
Why users switch to BeyondTrust Remote Support
Many users migrate to BeyondTrust Remote Support due to its focus on advanced security. Unlike other remote support solutions, BeyondTrust offers end-to-end encryption, multi-factor authentication, and granular access controls, ensuring that only authorized personnel can access systems.
Moreover, its detailed logs and session recordings allow for comprehensive audits, a key requirement for companies operating in highly regulated sectors like banking, healthcare, and government.
Another key reason for the switch is its performance and compatibility. BeyondTrust allows for fast and stable remote connections without the need for a VPN, reducing security risks and enhancing the user experience.
We also highlight the ability to provide support to servers and unattended machines. This simplifies maintenance and troubleshooting tasks, making them more efficient.
Finally, we must mention its compatibility with multiple platforms (Windows, macOS, Linux, iOS, and Android). This facilitates device management in hybrid and remote environments.
This combination of security, efficiency, and flexibility makes BeyondTrust an attractive option for organizations looking to optimize their remote support service without compromising security.
Why some users leave BeyondTrust Remote Support
Despite the advantages listed, some users decide to leave BeyondTrust Remote Support due to its high price, a concern for some clients we've mentioned before.
Compared to other remote support solutions, BeyondTrust is often one of the more expensive options, especially for small and medium-sized businesses. Its prohibitive prices lead many to prefer migrating to more affordable alternatives.
The concurrent user-based licensing model can also be a limitation, as significant investment is required if large teams are involved.
Another factor that drives users to switch is the complexity of implementation and use. Although BeyondTrust is a robust and secure tool, its initial setup can be complex, especially for companies without a specialized IT team.
Lastly, some users seek greater flexibility and speed in connection. While BeyondTrust offers a high level of security, its authentication and permission protocols can sometimes slow down connections compared to its rivals.
Pricing and discounts of BeyondTrust Remote Support (2025)
An important point when choosing BeyondTrust is knowing its different subscriptions and payment plans. This way, we can get an idea of whether it fits within our business budget.
The issue is that the specific subscription plans and prices are not publicly detailed on its official website, as they usually adapt to the particular needs of each organization.
However, authorized distributors like Bechtle provide information about some available plans:
- BeyondTrust Remote Support Concurrent User Subscription: This plan is designed for corporate users and has a duration of 12 months. The approximate price is €2,141.99 (€2,591.81 including VAT) per concurrent user.
- BeyondTrust Privileged Remote Access Per Named User Subscription: This plan is also geared towards corporate users with a duration of 12 months. The approximate price is €1,886.99 (€2,283.26 including VAT) per named user.
Since prices and subscription options may vary according to the specific needs of each company and region, it is recommended to contact BeyondTrust directly to obtain detailed and updated information about the available plans that best fit your needs.
Implementation of BeyondTrust Remote Support
Implementing Beyond Trust Remote Support in a company can present certain complexities, especially in its initial setup process.
Its installation requires adjustments in the network, firewall, and servers, which can be a challenge for companies without an experienced IT team.
Additionally, integration with other systems, such as Active Directory or ticket management platforms like JIRA, is not intuitive. In fact, it may require time and advanced technical knowledge to ensure optimal and secure operation.
Fortunately, once the implementation and training phase is completed, the tool provides an efficient and reliable environment for technical assistance.
Training resources for BeyondTrust Remote Support
Beyond Trust Remote Support offers training and technical support resources to facilitate its implementation and use for both employees and administrators. The platform has a documentation center with detailed guides, a knowledge base with troubleshooting articles, and webinars to train users.
In addition, it has training and certification programs that help administrators and technicians master the tool. This ensures its efficient and safe use in corporate environments.
Regarding technical support, BeyondTrust provides 24/7 assistance through various channels such as chat, email, and phone, depending on the contracted plan. It also has a community forum where users can share experiences and resolve doubts with other professionals.
For companies with advanced needs, the company offers consulting and personalized support, facilitating configuration and integration with other systems.
Usability and interface
BeyondTrust Remote Support has a powerful and well-designed interface, but its usability may depend on the user's level of experience. For technicians, the platform offers advanced tools such as remote access, file transfer, integrated chat, and session management, all in a centralized panel.
However, due to the large number of functions and configuration options, the learning curve can be steep, especially for those unfamiliar with similar tools.
As for the end-user experience, the application is relatively intuitive, as it only requires the client to click a link or enter a session code to receive assistance.
Is BeyondTrust Remote Support secure?
Beyond Trust Remote Support stands out for its strong focus on security, implementing multiple layers of protection to ensure the confidentiality of user data.
Now let’s review its key points regarding cybersecurity:
- Multi-factor authentication (MFA): Allows adding an additional level of security for technician and administrator access.
- Role-based access control (RBAC): Defines custom permissions for each user according to their function within the company.
- Session logging and auditing: All remote sessions are logged with recordings and detailed logs for auditing and compliance.
- Advanced encryption: Utilizes AES-256 and SSL/TLS encryption to protect data during remote connections.
- Customizable security policies: Allows configuring restrictions such as access limits, session times, and connection approvals.
- No VPN access: Reduces risks by allowing secure connections without requiring a VPN, avoiding potential vulnerabilities.
- Integration with Active Directory and SSO: Compatible with enterprise authentication systems like LDAP, SAML, and other single sign-on services.
- Compatibility with Zero Trust Security: Implements strict identity verification controls before granting access.
- Support for regulated environments: Helps comply with regulations like GDPR, HIPAA, and PCI-DSS through advanced security controls and auditing.
These features make BeyondTrust Remote Support a highly secure solution for companies needing to manage remote support without compromising system and data integrity.
Customer service
BeyondTrust Remote Support offers a well-rated customer service by its users, providing multiple support channels to resolve doubts and problems efficiently. We review the communication channels of the tool:
- Live chat with agents: BeyondTrust provides real-time assistance through a chat with specialized agents.
- Email support: The support team can be contacted via email for assistance with technical or configuration issues.
- 24/7 phone support: For customers with certain plans, BeyondTrust provides uninterrupted phone support.
- User community forums: There is a forum where users can ask questions, share experiences, and resolve doubts with help from other professionals.
- Documentation center and knowledge base: There is a comprehensive knowledge base with guides, articles, and solutions for common problems.
Overall, BeyondTrust offers solid customer service with multiple options for resolving incidents.
Competition: Alternatives to Beyond Trust (Bomgar)
There are a good number of interesting alternatives to BeyondTrust Remote Support in the remote control tools market. Here are some of our favorites:
TeamViewer
Easy to use and widely adopted by companies of all sizes. Offers advanced remote access, file transfer features, and compatibility with multiple platforms. It is more affordable than BeyondTrust, but also has fewer advanced security controls.
AnyDesk
AnyDesk is a lightweight and fast option, ideal for remote connections with low bandwidth consumption. This remote control tool offers end-to-end encryption and unattended access. Again, it is more affordable than BeyondTrust, but has fewer advanced business functionalities.
LogMeIn Rescue
Similar to BeyondTrust in remote support functions, including unattended access and advanced session control. Includes interesting integrations with tools like ServiceNow and Salesforce. It includes premium subscription plans like BeyondTrust.
Dameware Remote Support
Dameware Remote Support is a solution focused on internal technical support within corporate networks. Allows administration of Active Directory users and remote support both on local networks and via the internet. Ultimately, it is a less flexible alternative for external customer support compared to BeyondTrust, but it is still a good option.
Microsoft Remote Desktop (RDP) and Azure Remote Support
Both are native Microsoft solutions for Windows environments. Remote Desktop and Azure Remote Support are good alternatives for companies already working within the Microsoft ecosystem. However, they require additional security configurations.
ConnectWise Control (formerly ScreenConnect)
ConnectWise Control offers advanced remote support tools with customization and branding options. Has good integration with IT management and remote monitoring platforms. Although less known than BeyondTrust, it has no less to offer. It also has a more flexible pricing structure.
Do we recommend Beyond Trust Remote Support?
Yes, but only for companies prioritizing security and requiring advanced remote support features, as well as those that have a good team of IT engineers and technicians.
If a company is looking for maximum security and granular control, BeyondTrust is one of the best options, but its implementation and cost may be high. Alternatives like TeamViewer or AnyDesk are easier to use and more economical.
- Our favorite aspect: Without a doubt, its high security standards with solid authentication and encryption options. Also, its real-time user monitoring allows for tracking and improving assistance levels.
- Greatest drawback: Its complicated initial setup with a steep learning curve. And that the interface could be more intuitive for less experienced users.
- Best alternative: TeamViewer and AnyDesk are more suitable for users who prefer simpler and more intuitive remote access solutions.
Conclusion
BeyondTrust Remote Support is an advanced remote support solution designed for companies and IT teams to securely access devices and systems anywhere in the world.
We are looking at a very secure and reliable remote desktop software, perfect for companies and organizations with strict security requirements. However, its complex configuration and price make it more suited for large-scale businesses and specialized technicians. Otherwise, it is advisable to opt for more intuitive alternatives like TeamViewer.
Do we recommend it? Yes, especially for companies needing a highly secure remote access software prepared for conducting technical audits. For this reason, we give it a score of 7.6 out of 10 among tools of its kind.
