Become a Bomgar™ Jedi: Tips from the Master

Joel Bomgar - Founder, CEO and Jedi Master:
If they transfer that session to another tech support rep, by default, that rep will be able to enter their own notes in a session. But, they also click a button that says, "Pull Notes" which will actually pull the notes from the tech support rep that was already working on that system into their notes field. It's a great way if they want to get caught up on where the previous tech support rep got with that customer before the session got transferred. Some possibilities there.

Last, let's go ahead before we do a quick recap and cover disaster recovery. The goal is obviously be back online as soon as conceivably possible. If disaster recovery is critical, most of our customers that are in that position purchase two Bomgar Boxes. If you have two Bomgar Boxes, obviously for production you only need one of them, but if you have two for one as a backup the basic mechanism that you're going to use for disaster recovery is you keep - first of all, you keep an up to date backup of the Box's configuration. You want to make sure that that's up to date. That'll back up your username and password database, you know, the basics of your session log, you know, some files - store files and a lot of other - all the settings information for that Box. That's critical because, if you do bring another Box online, you'll need to restore that configuration data in order to insure that that Box is exactly the way it was before.

Essentially the recovery steps, if you have one Box running and it's configured in production and you have a second Box and it's configured identically to the live Box it's just offline, if those two systems - if the live Box goes down for any reason or the data center it's in goes down or something like that - if those two systems are on the same TCP/IP subnet, you can change the IP address for the backup Box to the same IP address as the production Box once you take the production Box offline. And then, all you have to do is restore the configuration file from the live Box to the backup Box and you're completely online.