Challenges of Supporting Linux Remotely

Web-Enabled Linux Remote Support

Bomgar works seamlessly through corporate firewalls without requiring a VPN or other configuration. Additionally, Bomgar sessions can be initiated in seconds without requiring pre-installed software. This means that you can be on the screen in seconds, even if this is your first time to connect to a Linux-based netbook on a WiFi hotspot around the world.

Cross-Platform Support

Bomgar enables the support rep to handle multiple sessions within a tabbed interface. This means that while connected to a Linux server in a back-end datacenter, the technician can also connect to a Windows laptop around the world and figure out why the two systems can’t exchange data. Additionally, Bomgar supports Mac, Windows Mobile, and BlackBerry, so you can connect and support no matter what the operating system.

Centralized Security

Enterprise organizations like Novell in software and Zappos in retail use Bomgar to support their Linux customers, users, and infrastructure. Bomgar enables granular control over technician permissions through individual or group policies integrated with your own internal directory using LDAP, RADIUS, Kerberos, or other security providers. Beyond controlling access, Bomgar gives you the capability to record every session in video format so that you can audit every click and keystroke of every session, ensuring the integrity of system data. Bomgar’s EmbassyTM feature even enables you to create separate groups for vendor access, ensuring that both internal and external system access is centrally controlled and auditable.

Scripts & Tools

With Bomgar, you can create, organize, and catalogue any number of pre-built scripts. This enables your support center to automate routine diagnostics, troubleshooting, and remediation. Scripts can also reference a file for more robust tasks such as installing software. This functionality works on Linux as well as other platforms and can be shared across teams to ensure that every rep is using best-practices. In addition to scripts, Bomgar offers numerous shortcuts and tools (such as file transfer, reboot, system info, and command line) that speed and automate the process of Linux support.

Escalation & Integration

Bomgar’s centralized, appliance-based model enables you to integrate Bomgar securely into your internal systems and integrate Linux support into your larger support systems and processes. Bomgar offers pre-built connectors to service desk management platforms from HP and BMC as well as a robust API and software development kit. Using these integration tools, you can keep all of your incident data in one place by associating Bomgar sessions with your incident IDs.

If a session needs to be escalated, the Bomgar rep can transfer or share the session with another rep or another team, enabling reps from all over the company to be on the same screen as the problem.