Supporting the Widespread Campus:

Remote Support at the Ohio State University

Nathan McNeill - VP of Product Management, Bomgar:
Justin, I did want to make a note regarding the question about security, or about the perceived security for the end user, cuz again, these are kind of two distinct issues. One is the actual security of the application, which we would talk about how it's within an encrypted tunnel through 256-bit SSL encryption, how it's - all the data is routed through your appliance. So should locally your system - your data center as well as the fact that we had the application audited by Symantec Corporation and things like that.

The flip side of that is perceived security, which is basically what the customer perceives as, you know, how secure they are using the application without understanding all the ins and outs of how the application functions.

And on that front, Duane mentioned a few of these. It starts with the fact that the customer initiates the session. The next step is that the permission level of the rep - the customer would grant Web or permissions the rep has, and also administratively the administrator can limit or expand the rep's permission level so that he may be able to perform some functions using the tool that - but not others.

We also have the Stop Session button on the customer client so that the customer can end the session at any point. And then the customer also has overriding mouse control. So they always feel in control of the session even though the rep may be moving the mouse. As soon as the customer moves the mouse, it takes back control.

And so - and one thing we found, you know, initially a lot - some of our clients may ask about whether the customers will be willing to adopt it. Usually after the solution has been rolled out, the response is totally different like we were talking about earlier. It's - the customers are asking for it. They're actively requesting you to use the tool.