Because remote support software can touch every computer, smartphone and server in your organization, the potential for transferring very sensitive data is high.
LogMeIn Rescue is a software-as-a-service solution. That means your sensitive data (ex., LDAP credentials) is routed through 3rd party servers, and the support portal is LogMeIn123.com, a website hosted by LogMeIn. With Bomgar's appliance-based approach, you are in control.
For the enterprise support organization, Bomgar is a better fit. Our appliances make it easier to achieve compliance, create integrations and manage costs over time. Watch this video to learn more.
LogMeIn Rescue works well with Windows. How well does it support Mac and Linux?
While you can access remote Mac desktops with LogMeIn Rescue, you have to connect to the Mac from a PC.* That means your Mac experts are working from Windows. And LogMeIn Rescue has no Linux support.
If you want to support iPhones, iPads, Android and other mobile devices, you'll need to make an additional purchase of LogMeIn Rescue+Mobile.
Also, LogMeIn Rescue does not have mobile representative consoles that enable support from mobile devices.
By contrast, Bomgar enables remote support for Windows, Mac, Linux, iOS, Android devices, BlackBerry devices and Windows Mobile phones.
And Bomgar is committed to letting support technicians connect from their preferred platform. Linux experts can connect from Linux. Mac aficionados, from Mac.
Plus, Bomgar was the first to create mobile apps that let reps engage in remote support from their Android or iOS devices.
All supported platforms are included in the core product.
While LogMeIn Rescue’s SaaS architecture may be convenient, customers take a security risk every time they route sensitive data through third party servers.
Because Bomgar resides behind your firewall, it keeps all of your data under your control and enables you to ensure regulatory compliance. Bomgar logs and records every session. All session data is guarded by SSL encryption.
Bomgar resides in your network, under the security measures you already have in place. After most support sessions, Bomgar uninstalls, leaving no footprint on the remote desktop.
LogMeIn Rescue offers a number of ITSM integrations. Some are pre-built, but others require a set of manual steps to implement. Also, many of their integration partners are not enterprise solutions.
Enterprise support organizations need more robust integration capabilities. That’s why Bomgar integrates with a number of the leading systems management, service desk, and CRM tools.
You can use Bomgar with Autotask, BMC, Dell KACE, Cherwell, Hornbill, HP, TOPdesk, Microsoft Dynamics CRM, Salesforce, ServiceNow, and SunView ChangeGear. You can even create custom ITSM integrations with your proprietary solutions.
Because Bomgar is appliance-based, many people think Bomgar costs more than LogMeIn Rescue. But do the math.
It's true that LogMeIn Rescue often involves a lower up-front investment, but Bomgar’s one-time purchase model offers a lower total cost of ownership (TCO). In most cases, customers begin to see savings over LogMeIn Rescue between the first and second year.
Ownership means customers pay significantly less in subsequent years than they do with LogMeIn Rescue's rental model.
Unlike LogMeIn Rescue, Bomgar is all-inclusive. Customers would need to buy LogMeIn Rescue + Mobile and join.me to create a total solution comparable to Bomgar.
With Bomgar, remote support, chat support, unattended remote access, online meetings, mobile device support, vendor access management and all the supported platforms are all included in the core product at no additional charge.
Although Bomgar is a smaller company than LogMeIn, we have become the #1 remote support solution in the enterprise.
That's because of one word. Focus.
You see, remote support technology vendors face the challenge of supporting a variety of operating systems and devices both on and off the corporate network.
LogMeIn’s broad product portfolio requires it to spread research and development attention across a variety of markets, all of which have differing needs and requirements. Join.me and BoldChat, for example, are designed to serve the needs of sales and marketing users. Increased attention on these sales and marketing products often means reduced focus on LogMeIn Rescue. The result is a fairly slow upgrade cycle for LogMeIn Rescue.
But all of Bomgar's research and development efforts are focused on improving remote support for enterprise support organizations. Bomgar is designed for support.
As an open-sourced IT organization, Linux support was a critical factor. Now not only can the Zappos.com IT team support Linux, they can also support Windows, Mac and mobile devices.
"When you're dealing with government agencies or healthcare organizations, security, logging and audibility is paramount."
Over the past decade, we've been asking our customers what made them choose Bomgar. We've learned a lot about what problems and challenges they wanted to solve with Bomgar.
See if their reasons are similar to yours.
*LogMeIn® does have a LogMeIn Rescue® Technician Console for Mac; however, it is in beta and not recommended for production environments.