1. How does Bomgar™ enable remote control through corporate firewalls and NAT?
Bomgar™ help desk support software enables you to connect transparently through corporate firewalls by initiating the connection from the user's system to the Bomgar Box™ on standard internet ports. Rather than the support representative having to gain access, the customer is granting it.
Since the session is initiated by the end-user, this traffic is outbound, similar to surfing the internet. Since a firewall is designed to allow outbound traffic while blocking inbound traffic, Bomgar™ requires no changes to your network's existing firewall configuration.
IMAGE: How the Bomgar Box Works.jpg
< Back to Top
2. Do I need to preinstall a remote desktop control client on the client's machine?
No. Bomgar™ enables you to gain control of PC, Linux, and Mac without any remote desktop control software pre-installed on the end-user's system. The client software only runs for the duration of the remote support session. At the end of the remote control session the software uninstalls completely, leaving no footprint on the remote desktop.
< Back to Top
3. How does Bomgar™ licensing work?
Bomgar™ help desk support software licensing is based on the number of concurrent support reps using the software. The number of licenses you need is determined by how many support reps will be using the solution at the same time. A Bomgar™ remote desktop control license gives the support representative the ability to gain control of an unlimited number of computers, regardless of whether they are regular clients or one-time end-users. No additional licenses are required for new clients. In addition, one license allows a support representative to gain remote desktop control of multiple end-users simultaneously. The number of computers one remote control software license can control simultaneously is limited only by the support representative's bandwidth and by the version of the appliance upon which the license is located.
< Back to Top
4. How many remote desktop access licenses can one B300 support?
The B300 can host up to 300 software licenses, enabling up to 300 support reps to control computers with Bomgar™ software concurrently.
< Back to Top
5. What kind of licensing is available with the B300?
The Bomgar B300™ comes with Enterprise licensing, which offers a number of integration and redundancy features not offered with Standard licensing.
< Back to Top
6. Do I need a Bomgar B300™ at each location I support?
No. You only need to install an appliance at one location. Your customers can give you control of any Mac, Linux, Windows Mobile device or PC anywhere in the world regardless of where the appliance is located.
< Back to Top
7. Can I set up the B300 inside my network?
Yes. The appliance can be placed inside the company network. However, since placing the appliance inside the network requires you to configure port forwarding through your firewall, the recommended deployment model for the B300 is in your network's DMZ.
< Back to Top
8. What services are included in the annual maintenance program?
The annual maintenance program covers support, setup, and remote desktop control software upgrades, as well as Bomgar B300™ replacement should your hardware fail.
< Back to Top
9. What operating systems are compatible with the Bomgar B300™?
Bomgar™ software may be used to gain remote control to all Windows operating systems from 95 to Vista; Windows Mobile™ [Windows Mobile 5 for Pocket PC, Pocket PC Phone Edition, or Windows Mobile 6 Classic or Professional]; Mac OS 10.3.9-10.5; and Linux [Ubuntu, Red Hat, Fedora, and Suse Linux]. The representative taking remote desktop control may use Windows 2000, XP, Server 2003, or Vista, or SUSE Enterprise Desktop Linux.
< Back to Top
10. Do I need to open ports in my firewall to gain remote desktop access?
No. When the B300 is in your network's DMZ, all remote desktop control traffic travels outbound through network firewalls through standard ports 80 and 443, eliminating the need to open ports and compromise network security.
< Back to Top
11. What is the average bandwidth usage per session for the support representative?
The average bandwidth per remote control session at any given time can be between 0Kb and 40Kb per second, depending on what the technician is doing. Most of the time, it will hover between 5Kb and 15Kb.
< Back to Top
|
