Over The Shoulder

SUPPORT CUSTOMER

PORTAL PORTAL

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Bomgar - "Over The Shoulder" Printable Version

Bomgar is our remote facility Support Appliance^TM which allows the customer to give the Support Technician limited or full control of their Workstation or System Console. This allows the system manager to watch "Over The Shoulder" while the Support Technician performs the diagnostics for a total learning experience. Every system event can put you in the front row of your own classroom. This service comes standard with a Seamless Support maintenance contract via the Support Portal. Non-contractual environments can utilize the same remote support with a special access key.

ü Firewall compatible - no port forwarding

ü Incident based - no pre-installed software

ü Secure, immediate, client-requested support

ü Faster handling time - fewer repeat incidents

ü Full reboot/auto-reconnect for easier troubleshooting

ü Full remote Workstation or System Console control (screen, mouse, keyboard control)

Simplified remote support. Connect in 10 seconds.

Simply sign onto the Seamless Support Share Point Web Portal and click on an available support technician. This will allow us guest viewing or full remote access of your screen, mouse & keyboard in less than 10 seconds. Because all connections are outbound, Bomgar works even through corporate firewalls. You can terminate the session at will.

Secure support – Audited by Symantec.

Bomgar has been security audited to ensure that all session data is kept under lock and key. The Support Appliance^TMarchitecture and 256 SSL AES encryption facilitate secure connectivity and aid in maintaining a strong compliance posture.

Get the features you need for remote desktop support:

Bomgar provides remote access for our entire client base with no end-user deployment or maintenance. With Bomgar one-step connection, we can begin troubleshooting online immediately, making the process of remote support simple and fast for everyone involved.

Feature	Summary and Details
Reboot/Auto-Reconnect	Restart the remote PC and automatically reconnect Bomgar allows the Support Technician to reboot and automatically reconnect to the remote Workstation. No remote user interaction is necessary after initiating the session. A Support Technician can install programs, change settings, restart the remote PC and continue troubleshooting completely unassisted – allowing the remote user to attend to other tasks while the problem is resolved.
Firewall, NAT, Router Friendly	Give support without router, NAT and firewall hassle The remote Workstation initiates Bomgar sessions, and session traffic travels outbound through the user's firewall. Users can authorize remote access without compromising their network security or opening ports in their firewall. Bomgar works within security structures to allow instant remote access to virtually any system on the web.
Ultra-Small Download	Access remote clients' PCs or System Consoles in about 10 seconds The Bomgar session download is only 379kb, making it one of the fastest remote PC support software downloads. The remote desktop connection is fast and efficient - even over dial-up. Bomgar runs "on-demand" when you selects a Support Technician from the Share Point Web Portal. If you have internet access, you can give remote control to the Support Technician in seconds.
Auto-Uninstall	Complete auto-uninstall from remote clients At the end of the session, Bomgar automatically uninstalls, leaving no footprint on the remote computer. A notice appears on the remote Workstation screen notifying them that Bomgar has been completely removed. You must reinitiate a session to give a Support Technician remote Workstation control again.
Run as Administrator	Escalate session rights to enhance remote support capabilities A guest session can be upgraded to full access with administrative rights. The Support Technician can enable the reboot/auto-reconnect feature. In addition, Bomgar allows you to log on and off between remote user accounts, and it is compatible with remote computers running in "Safe Mode".
Push & Start Session	Access unattended remote computers within a LAN Push and Start Sessions are helpful when you are trying to allow service to unattended systems on the same LAN. It gives the Support Technician remote access to unattended systems within the same LAN as long as you know the Windows login information or HP-UX telnet information for the remote machines within the network.
Worldwide Mobility	On-demand remote support from anywhere Bomgar allows Support Technicians to provide remote support from home, the office or the hotel.
File Transfer & Chat	Transfer files & chat with support technicians during sessions Bomgar eliminates the need for phone only support by allowing both you and the support technician to initiate a chat session. In addition, you can select single files or entire directories for file transfer.
Security Encryption	Guard your data with 256-bit SSL AES encryption Bomgar does not require configuration to customers existing security structures. The session is initiated on-demand by the customer, and Bomgar software only runs for the duration of the support incident. Bomgar session traffic is protected by 256-bit SSL AES encrypted to ensure that the entire datastream is fully secure. The Bomgar login that the Support Technician uses is password protected and all customer logins are via an SSL-encrypted website.
No Browser Limitations	Remote support using the browser you choose Use the browser of your choice for us to support your computers. We don’t require our customers to use browsers they don’t like or with which they are unfamiliar. Our Bomgar sessions will work with virtually any remote Personal Computer, whether it uses Firefox, IE, Opera or others.
Remote View or Full Control	Client-oriented remote support integration Bomgar sessions are client-initiated, they are also client-oriented. You may allow you "Full Control" or "View Only" rights at the beginning of or at any time during Bomgar session. This enables you to elevate a screen-sharing session to a control-sharing session by your Support Technician.
Presentation Desk	Present your screen to remote users Use your remote desktop connection for screen-sharing to train users, collaborate or do online presentations.

Frequently Asked Questions

1. How is Bomgar different from other remote Workstation control software?

2. How does Bomgar work through corporate firewalls and NAT?

3. What makes Bomgar secure?

4. Is Bomgar browser-based?

5. What is the average bandwidth usage per session for the support technician?

1. How is Bomgar different from other remote Workstation control software?

Bomgar is designed for remote control support. Many remote Workstation control products are derivative applications of software developed primarily for something other than support. For example, online meeting software, simple screen-sharing software and even some chat applications might incorporate remote control to enhance online collaboration. However, because these tools often require a lengthy setup, have unpredictable performance, or fail to connect through firewalls, they are ineffective or inadequate for providing remote support. Bomgar is designed for support professionals who need to provide support when it is most needed, even through corporate firewalls.

The unique architecture of Bomgar works through a dedicated hardware device: the Support Appliance^TM. The Support Appliance^TM hardens the security and simplifies remote desktop assistance by bringing processes typically acquired through ASPs into Seamless Supports Portal. With Bomgar as our in-house tool, Seamless Support can control your security, and manage support technicians.

2. How does Bomgar work through corporate firewalls and NAT?

Most remote control software does not work through corporate firewalls because the connection is initiated from the support technician’s computer to the remote customer computer. Bomgar works transparently through corporate firewalls by the customer to initiate the connection to the Support Technicians system on standard internet ports. Your system is granting remote control rather than the support technician taking remote control. Since the session is initiated by the customer’s remote computer, this traffic is outbound, similar to surfing the internet. Since a firewall is designed to allow outbound traffic while blocking inbound traffic, our remote control tools can connect easily where other remote control software fails.

3. What makes Bomgar secure?

Bomgar is built from the ground up with complete security in mind. The architecture of Bomgar lends built-in security to the support process. Both the support technician and the customer work from behind corporate firewalls, providing a barrier to any potentially malicious traffic. In addition, Bomgar sessions are initiated spontaneously when a support issue occurs and then are discontinued when the session is completed, providing only a small, irregular period of time wherein Bomgar traffic is crossing the internet. This secure architecture provides the first level of Seamless Supports security, simplifying the entire support process by leaving existing security structures in place and spontaneously generating each support session.

With our Support Appliance^TM , Seamless Support offers an extremely high level of security within a managed environment. In addition to the heavy data compression inherent in all support traffic, all traffic passing through the Support Appliance^TM is 256 bit SSL AES encrypted along the entire data stream. The login pages for the Support Appliance administration and support technician pages are 256 bit SSL AES encrypted and password protected, preventing unauthorized users from accessing user or administrative Support Appliance accounts.

4. Is Bomgar browser based?

No. Bomgar installs as a system service, enabling the Support Technician to troubleshoot more deeply into the customers remote system. This also enables the Reboot/Auto-Reconnect and Log On/Off features which are not possible with browser-based software.

5. What is the average bandwidth usage per session for the support technician?

The average bandwidth per session at any given time can be between 0k and 40k per second, depending on what the technician is doing. Most of the time, it will hover between 5k and 15k.