Remote Support for the Systems Integrator

Joel Bomgar, Founder & CEO:
We also give multi-session handling which means a tech support rep can be connected to multiple systems simultaneously. It's a tabbed interface so it's very easy for them to go move between the computer they're controlling and chatting with to the next one, to the next one. It gives them the capability of doing all of that simultaneously so they can stay productive even if say one system is installing Microsoft Office, it's gonna take 45 minutes, another system can be rebooting, they can be troubleshooting a third versus being on site and watching the progress bar for 45 minutes without the capability of really doing anything else.

Also, canned messages built in for frequently asked questions. All of those capabilities as well. From a security perspective. All our appliance - all communication to or from the appliance is 256 bit AES/SSL encrypted. All of the applets that are run during any session are all verisigned, digitally signed with a security certificate and the digital signature. So, those cannot be altered, they cannot carry any other payload other than that intended. All the web interfaces for the appliance are SSL encrypted. The appliance is pre-security hardened so you don't have to do that at your site. And, Symantec Corporation did a independent source code enabled penetration test of all of our technology which means essentially they test it in the real world environment looking for vulnerabilities but also then go line by line through the source code looking for anything that could present a security vulnerability in the future.

So, all those bases covered. How our technology works - real quick graphic for you there. Essentially, the Bomgar Box™ resides at - in a central location. Typically it'll be the home office of the systems integrator and VAR, either their data center or their server room, or whatever. And, the tech support reps, systems engineers, or whoever their needs may be are able to start - to basically connect to that Bomgar Box™ no matter where they are located and then start a session with a customer no matter where in the world that customer is located. So, it really doesn't matter for the support rep or the customer or end user where in the world they're located or what firewall they're behind. It absolutely doesn't matter. The connection is initiated by the support rep to the appliance and from the end user to the appliance as well so it's completely firewall and proxy compatible in all those scenarios.