Remote Support in 2007: Solution Requirements

Nathan McNeill, VP of Product Management, Bomgar™:
From an administrative standpoint there's a few considerations. One is that you have a single interface per solution administration. You don't want to have to be going from rep consult to rep consult to figure out the solution. You want to make the settings in a central location. In addition to that, you want to be able to set group policies so you can set permissions based on a global level for a multitude of reps versus individually one after the other. You want something for user management which is role based so you don't just have to set a blanket administrator role that includes all the privileges. You can set it at a granular level.

This is again another snapshot of the way Bomgar™ allows for this. You can set group policies so you can have all reps that are within that group have a certain set of privileges. And, you can set privileges based on membership in that group. So, just add them to the group and they automatically inherit the privileges and settings of that group.

Some collaboration features that are important are file transfer, absolute must that you can do text chat. Reboot-automatic reconnect is a feature that is often misinterpreted or misunderstood. Basically, there's some competitors in the market that offer a feature that allows you to reboot, but then requires the user to click something to enter back into the session after completion of reboot. From our standpoint that's a complete waste of time because it still requires user intervention to get them back in the session. With automatic reconnect you want something that gets you back - that automatically gets the rep back in control of the PC without user intervention. It's extremely important for a solution provider or systems integrator where you may not want to have your customer sitting there watching everything you do for the entire duration of the session.