Texas-Sized Support

Remote Support at Texas A&M University

Justin Brock, Manager of eCommerce, Bomgar™:
Well, thank you both. This question can be for - there's probably an experiential way Mike would want to answer it and then maybe a technical way that, Nathan, you might want to answer. The core differences between the Bomgar™ technology and traditional LAN-based remote control products.

Nathan McNeill, VP of Product Management, Bomgar™:
Mike, do you want to take a stab at that first?

Mike Gerst, Information Technologist, Texas A&M University:
I'll take a stab at it. Experientially, it's a client server connection and it's very interactive on first setting it up so it's not resident. With other products you can actually go onto the machine and that person doesn't' know you're there. And, we have found that there are firewalls and firewall settings that we have no control over that foul up every other remote control than one that is based on client server. Peer to peer remote control will break down in a lot of network topologies because of firewalls and NAT tables and all kinds of things like that. And so, by having the appliance here, we can control the ports that are open on it. We can direct our clientele to it and they really don't have to think too much about it. And, we don't have to install software like VNC, or open up Windows Remote Desktop, or any other product on their machine like proxy, and others. And, they basically can be going from a machine that has never been seen by us before. And, we have quite a few like that.