Bomgar 10.3

Bomgar's patent-pending Embassy technology for secure vendor access enables your company to use Bomgar to receive support from your vendors as well as give support to your users and customers.

Each Embassy is built around a team of vendor support reps. This team of vendor rep accounts is designed to allow your vendors remote access into your network without compromising your security. You can create an Embassy for each of your vendors and configure each one with specific security parameters, such as whether or not the vendor will have full remote control or view only access to end systems.

In addition, Embassy enables you to report on and audit vendor activity within a tightly-controlled central location. With Bomgar Embassy, you can give all of your vendors the access that they need through Bomgar with granular control and a complete audit trail. Embassy decreases your company's liability from vendor access while increasing your vendor's effectiveness in providing support.

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With Bomgar's Click to Chat feature, the user can begin a conversation with the support rep instantly from the web, without any download. The flash-based customer chat client runs in a browser, enabling the rep to give the user directions or transfer the user to the appropriate queue before any software is installed. If the rep needs to escalate into a remote control session, the user can install the full customer client without ever losing contact with the support rep.

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Now Bomgar reps can upload scripts for use within a remote support session. The rep simply selects the appropriate script from a list and runs it through Bomgar's command line interface.

This means that common troubleshooting tasks like checking IP configuration as well as repetitive tasks like installing a software upgrade are as simple as the click of a button. Scripts can save the support center thousands of hours of time that would have been spent doing manual diagnosis and repair.

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Now Bomgar support reps can request help from a higher tier rep in escalating privileges or troubleshooting within a Bomgar session by using the patent-pending Access Sponsor functionality. Reps designated as Access Sponsors have a special queue used to monitor requests for system credentials or help.

If a rep needs to elevate Bomgar to run as a system service on the remote computer, he or she now has the option to request that an Access Sponsor enter the necessary credentials. This enables the rep to perform more extensive troubleshooting without knowing the administrative credentials. The rep has the use of the administrative credentials only for the duration of the session.

Also, the rep can request help from an Access Sponsor. If the Sponsor accepts the request for help, the Sponsor can share the session with the rep and help troubleshoot. Access Sponsor connects lower-tier reps with upper-tier reps, giving lower support tiers the help they need to resolve more incidents more cost-effectively.

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The Bomgar Button now doesn't require a download in order to initiate a session. When the user clicks the Bomgar Button, it automatically opens the customer client and initiates a session with the queue specified when the Bomgar Button was built. This means no more worries with blocked downloads or locked-down systems. Once the user's system has been configured with a Bomgar Button, starting a support session takes only seconds every time.

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In 10.3, multiple representatives can gain simultaneous access to the same Jump Client without having to be invited to join an active support session by another representative. Representatives accessing the same Jump Client can chat with one another after connecting.

Also in 10.3, the administrator can restrict the remote user's ability to uninstall or disable Jump Clients from the right-click context menu, reducing the need to reinstall Jump Clients that should not have been removed. With the proper privileges, the user can still uninstall the Jump client from Add/Remove Programs.

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10.3 greatly expands Bomgar's system information for the Mac. Scan the system dashboard or dig deep into hardware details or network configuration, all with a click.

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If a scheduled task within the Integration Client fails, an alert will be sent to the specified administrator, allowing that person to take the necessary steps to retrieve the data or perform the function that was initially associated with the failed task.

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Automate the failover from one Bomgar Box to another for seamless business continuity. The backup appliance polls the primary appliance to check for activity. Based on predefined minimum thresholds, if the primary device is determined to be down, automatic routing to the backup appliance will occur.

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