Bomgar™ 9.1 Release:

The Next Revolution in Remote Support (Q&A)

Note: For easier reading, speakers' names have not been inserted in this question/answer section.

Q: Once the session is recorded, who has access to session recording, who can remove it from the system and is that logged if someone removes it?

A: Only an administrator would have access to the session recording. Or someone who was given access to the reports and then as I mentioned earlier the administrator also has the option to allow the customer at the end of the session to have a copy of the session recording. So those would be the people to have access to it. I'm not sure whether it would - I don't believe it would log whether or not the administrator changed something on the log sessions.

Q: Another question about session recording. Can you enable/disable session recording on an individual basis or is it either on and off at the appliance level?

A: It's either on or off at the appliance level at this point.

Q: This is a question about escalation. How do you escalate permissions - I guess in a connection and then maybe between reps?

A: A number of different ways. For instance, if the user does allow only view only access to their machine after the rep has requested it, the rep can basically request to escalate those rights to full control. He can also request file transfer access if he doesn't have it already. Now if the administrator has locked down that reps privileges to say he may not under any circumstances remote control a PC, then he would not have the option to escalate those rights.