Resolution Times Decrease 75 Percent with
Appliance-Based Remote Support

Nathan McNeill, VP of Product Management, Bomgar™:
And, it is a 30-minute deployment on average. We give our customers the pizza box challenge which is, once they get their Box, order a pizza. By the time the pizza gets there you should have the Box up and running. That's not always the case. Sometimes we run into complications but usually that's the case. Usually no longer than that. That's a little bit about how it works.

It does allow both the rep and the customer to connect from any location without firewall configuration so there's no preinstalled client and it works through any firewall using standard web ports 80 and 443. It does work for the Mac OS 10 platform so you can support your PCs and your Macs. Again, that's a big deal especially for the educational market. And then, also support for Vista, just in case you were wondering, is coming out end of January so that will be available as well.

That's a little bit about how the process would work for the support rep gaining control of the machine. The support rep would monitor the queue for incoming sessions and he can monitor his personal queue as well as queues that are designed around the team concept. So, he may be a member of multiple teams that are monitoring multiple queues for different types of issues.

The user can initiate a session in three different ways. And, the administrator has a choice of which of these methods shows up on a public template. The first method at the top there is display names where the user can click on the name of the support rep and then it's going to connect them directly. We also include the Option 2 session keys so that they can enter a session key which the rep has provided them and then connect with the rep, or enter a support request form that basically specifies what their issue is, what category it falls into, and then that gets entered into a queue that is monitored by multiple reps or teams of reps.