1. How does Bomgar™ enable PC, Linux, and Mac remote access through corporate firewalls and NAT?
Bomgar™ remote access 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 gaining remote computer access by taking control, the customer is granting it.
Since the remote access 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.
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2. Do I need to preinstall anything on the client's machine?
No. Bomgar™ enables you to perform PC, Linux, and Mac remote access without any remote access software pre-installed on the remote system. The client software only runs for the duration of the support session. At the end of the session it uninstalls completely, leaving no footprint on the remote computer.
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3. How does Bomgar™ licensing work?
Bomgar™ licensing is based on the number of concurrent support reps using the solution. The number of licenses you need is determined by how many support reps will be using the solution at the same time. A Bomgar™ license gives the support representative the ability to provide support for an unlimited number of customers, 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 connect to and control multiple end-users simultaneously. The number of concurrent sessions one remote access software license can support is limited only by the support representative's bandwidth and by the version of the appliance upon which the license is located.
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4. How many remote computer access licenses can one B200 support?
The B200 can host up to 20 licenses, enabling up to 20 support reps to use Bomgar™ concurrently.
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5. Can the B200 be integrated with BMC Remedy?
No. The Bomgar B200™ only offers the Standard licensing option, which does not allow integration with BMC Remedy.
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6. Do I need a B200 at each remote location?
No. You only need to install an appliance at one location. Your customers can request help from anywhere in the world regardless of where the appliance is located.
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7. Can I set up the B200 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 is in your network's DMZ.
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8. What services are included in the annual maintenance program?
The annual maintenance program covers support, setup, and software upgrades, as well as Bomgar Box™ replacement should your hardware fail.
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9. What operating systems are compatible with the Bomgar B200™?
Bomgar™ may be used to support all Windows operating systems from 95 to Vista; Windows Mobile 5 for Pocket PC, Pocket PC Phone Edition, or Windows Mobile 6 Classic or Professional; Mac OS 10.3.9-10.4; and Ubuntu, Red Hat, Fedora, and Suse Linux. The representative gaining remote computer access may use Windows 2000, XP, Server 2003, or Vista, or SUSE Enterprise Desktop Linux.
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10. Do I need to open ports in my firewall to use Bomgar™ remote access software?
No. When the B200 is in your network's DMZ, all Bomgar™ traffic travels outbound through network firewalls through standard ports 80 and 443, eliminating the need to open ports and compromise network security.
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11. What is the average bandwidth usage per session for the support representative?
The average bandwidth per 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.
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