Two Waves of Support: Balancing Security & Mobility
View or Listen to this Bomgar™ Webcast:
July 27, 2006Download mp3 | Read Transcript
Justin Brock, Manager of eCommerce:
Good Morning. This is Justin Brock from BomgarTM. I'm the eCommerce manager. I would like to welcome everyone to our webinar today: The Two Waves of Support. Thank you for joining us. Before we begin I would like to give just a couple of instructions. There will be a question and answer period at the end of the presentation. If you have questions, there's a place in your interface you can submit them. Also, if you have technical issues with the event manager, if you're trying to view the presentation, you can submit a question that way and we'll see it and try to handle your issue. That said, I'd like to introduce Nathan McNeill. He is the VP of Product Management here at BomgarTM and he'll be discussing the two waves of support. Nathan?
Nathan McNeill, VP of Product Management:
Yeah, thanks Justin. Just to start off, actually, let's see. I think the - make sure the presentation is started. Okay, before the next line. I wanted to give you a little bit of information about BomgarTM before we get started. We were founded in 2003. We do remote support solutions which allow a rep to take control of virtually any PC anywhere in the world in about 10 seconds. The process for that is the customer will go to a website; they will click on a link and then give the rep remote control. And, that works regardless of whether there's firewalls in between or whether there's any sort of client software loaded on the PC previous to the support incident.
We have about 2,000 customers in all 50 states and over 30 countries internationally. And, it's the third largest customer base in the remote support market. One other thing of note is that BomgarTM - our focus is exclusively on the support professional and on remote control support solutions. We're not distracted by doing presentation software, or consumer remote access, or anything like that.
Nathan McNeill, VP of Product Management:
So, that was a brief little introduction. I wanted to walk through just kind of a real brief history of kind of where support has come and the environments support has had to deal with over the last 15 years or so.
Fifteen years ago you had, basically, a LAN infrastructure. You had Ethernet was very prevalent but not Internet. So, you normally had your users in a cube form where you were supporting the guy down the hall. Usually fairly centralized, not a lot of dispersed users. And then, one other thing about that is you had virtually zero laptops. If you look at pictures of laptops from 15 years ago you can barely lug them around. And, one thing about this Ethernet environment that support was dealing with 15 years ago is that you had the first kind of remote control products and support tools, but they were made to function within a LAN, within a local area network, without firewall or proxy or router issues in between. And then, from that, you had kind of a LAN/WAN infrastructure that evolved where you had more and more parts of a campus or different business units that were connected by a BVPN or other type of link. So, the complexity increased but the structure remained fairly much the same where you had a fairly single network, same IP address scheme, and you weren't dealing with firewall issues between different computers on this network. And so, the same remote control products that worked for the LAN infrastructure tended to work for the LAN/WAN infrastructure as well.
At this point too, you know, 1995 time frame, the internet was just getting started. So, and then, broadband was non-existent. If you had internet, it was dial up. You may have had high-speed connection within two computers on network, but internet connectivity was very slow by and large. And then, home PCs tended to be pretty much isolated on their own little islands and they may have a dial up connection, they may not. And, support for those PCs was not really too much of an issue.
Nathan McNeill, VP of Product Management:
As we've kind of walked over the last five or ten years until today, you see though that the scope of what support has to deal with has grown with the growth of the internet. So, with adding laptops, adding mobile workers, adding a network of partners that are very globalized, very distributed, you also have the support need that's grown along with that. So, now, everyone has access to the internet. Most people have access to broadband, and then, if you think about too some of the communication advances that have come with the last five to ten years, just with the number of cell phones, I mean, that alone - and a lot of other enabling technologies that enable people to work no matter where they are.
And, let's see. And I want to walk through a couple of the recent trends. This first bullet point - the number of laptops is about one in five in 1999. Today it's one in three and is expected to grow also about 50% in the next few years. That means, you know, one out of every two PCs sold will be a laptop in the next few years. And the stats vary on this. I've seen sources that say it's already past 50%. Regardless of how you stack it though, the number of laptops is increasing. I know here at BomgarTM we have maybe two desktops in the whole company. It's kind of a dinosaur. We kind of gather around and look at it.
So, and then, when you look at it as well, more and more devices are PC connected. So, once you take your laptop home from work, you plug the laptop in and you also plug your XBOX 360 into it, your digital camera, cell phones, iPods, GPS units, and a host of other PC connected items each of which has a PC interface that requires support and connects some way with a digital home system.
Nathan McNeill, VP of Product Management:
More and more homes are connected - interconnected. beyond just the broadband connection at home you have a network whether for media, or as a home office, or what. A couple of the recent - few more trends. The number of teleworkers has increased. This is due to a couple of factors. One is simply just globalization. That, because of the increase in communication capabilities, companies are now having to reach further out with their offices, with their workers, and compete on a global level. Another is just the increased cost of transportation. You know, the long commute for us here at our offices is about 35 minutes. A long commute at a lot of places is about two hours. So, if you look at that, you know, four hours productivity can be gained just by having the worker work from home versus having them come in everyday.
Another factor as well is just the search for talent. You know, finding the exact right person for the position no matter where they may reside physically. And, along the same lines, a number of regional offices increasing versus kind of the single gargantuan corporate headquarters. And, the number of adults with broadband internet access has increased from less than 5% in 2000 to more than 30% in 2005. And, I think that's a trend that's just going to continue to increase. And, no one seems to be really questioning it.
The overall trends are toward increasing mobility and increasing connectivity. Everyone wants their technology no matter where they go, no matter where they plug up. They want everything to work and everything to work well. And then, the whole advent of the digital home. This is moving - it's an emerging trend that's kind of already upon us in some ways, but continuing to grow in others. A lot of people have broadband at home and they're continuing to plug more and more stuff up to that. More and more network devices at the home beyond just the broadband connection to the point where some homes have even started to do more home controls like controlling heating/cooling systems, security systems, through a PC interface. And, along with that, support complexity rises as well.
Nathan McNeill, VP of Product Management:
So, what do all these trends mean for the support professional? A couple things. One is that support of the enterprise means support of a distributed mobile user base. You can't just send a guy on site and have him support everyone within a monolithic central corporate headquarters. You could be - even for supporting enterprise, you may be supporting a guy on the road in Tokyo. Another factor is that support of the consumer is now system support versus merely application support.
What I mean by this is, when you think about it, for a vendor supporting a product you're supporting the product and the interconnected systems that assist that product in doing what it does. And, as you get more and more devices for like a home network connected to that device or to that application, you're troubleshooting more and more of a system of these interconnected applications versus just a stand-alone product. So, support complexity in that greatly increases. And, this is true whether or not you're supporting employees or customers. If your customer's an enterprise you might be supporting someone at home. If your customer's a consumer, they may have a pretty intricate home network that still is fairly complex and requires something close to yesterday's enterprise support.
So, we have our first wave for support. The first challenge that support faces is how to support this new mobile and connected workforce. How do you support all the people in the field doing their work from wherever they plug up? But, that's not the only one. There's also an additional trend that is beginning to emerge.
Nathan McNeill, VP of Product Management:
Remember a few years back you had the whole Worldcom/Enron/Aurther Anderson fiascos? You know, big corporate scandals. Well, on the heels of that, you have a bunch of new corporate - or new federal regulations that came up like HIPAA, like Sarbanes-Oxley, like Gramm-Leach-Bliley, and a whole host of other regulations that basically are locking down or redefining what it means to be secure as a corporation. So, it's not just the bits and bytes anymore. It's also the information security. What this means is basically that security is two-fold. It does include IT security which talks through - which is dealing with more of the technology, technological security, you know, think encrypted tunnels, strong password protection, secure interfaces. And, this also includes SPAM filterings, firewalls, all the stuff to keep the bad guys out on a technical level. So, that's kind of, you know, the old school - we've been doing that for years.
What these new regulations introduce is also the aspect of information security which is more dealing with the people and the accountability for what those people do using the technology even if they're authorized users. So, it has to do with auditing of authorized user activity. Again, even if someone has access to a system, from a Sarbanes-Oxley or HIPAA perspective you have to know how they're accessing it, what they're doing when they access it for accountability purposes.
End point security, securing even unmanaged nodes - consider this. Like, if you have - if you as a company are supporting one of your web applications, you can access that application from whichever PC. I mean, even if they're using, you know, their son's PC at home they can still access that web application. So, you're responsible to ensure security also for that unmanaged PC that you don't own. And, it all comes down to kind of information accountability. You're accountable for the flow of information - for the who, what, when, where, and why of where your information and data goes.
Nathan McNeill, VP of Product Management:
And, it's moving also kind of into a procedural security. That it's not just, you know, keeping the baddies out but it's also ensuring that procedurally you're controlling how your data is used and then can report on that use when it's said and done.
So, our second wave which is basically how does support handle this need for security and compliance with the new regulations and the new importance of informational accountability? And, the problem for support is these are two conflicting forces. On the one hand it's kind of let your users go free - let them work wherever they want to. And, the other hand it's control your user activity. Know where your users are. Know what they're using. Know what happens during a support session. And so, it's kind of like the age-old conflict between freedom and responsibility where you're supposed to give the user freedom but the support guy is responsible.
And, I wanted to walk through a little bit of how BomgarTM seeks to facilitate working in this new environment, this new conflicted world of security and compliance versus mobility and connectivity. And, we do that through offering our Bomgar BoxTM. And, the way the Bomgar BoxTM deals with the first problem of mobility and connectivity - how do you support a mobile workforce - is basically two-fold. And, I'll explain this a little bit more.
Nathan McNeill, VP of Product Management:
For one, using the Bomgar BoxTM, it does not require a preinstalled software client on each of the PCs that you support. So, for instance, we've got one customer that they've got 14,000 regional offices that they support of independent agents. This is a big insurance company. And, in those 14,000 regional offices, they've got 40,000 employees - or 40,000 independent agents that are working in those offices. And, they're supporting those agents with about 30 people on the help desk.
Now, to deploy a client to each of those PCs would be a nightmare, just not happening. But, with our product, with BomgarTM, they're able to direct the agents to a website and have them click on a link. And then, they're able to get control of the agent's PCs and troubleshoot the issues as if they were on site, you know, viewing the screen. So, it really allows you to expand your support radius to anyone that needs support regardless of whether you've dealt with that machine or managed that machine. So, even unmanaged PCs.
The other aspect is that it works transparently through firewalls. So, no preinstalled client and works through firewalls without any configuration; no port forwarding, no punching a hole in the firewall, no special rules or anything like that. It works over standard internet ports 443 and 80, and works with any proxy or outer firewall imaginable. What this all comes down to is that you can remote control virtually any computer anywhere in the world in just a few seconds without having a client installed on those PCs. You can support the laptop user on the Wi-Fi hotspot in Tokyo behind whatever Linksys router he's using to connect. You can support the guy at home doing work at 3:00am in his PJs. And, you can also support the guy down the hall - the cube dweller. It provides sort of an umbrella of support for each of your users - all of your users regardless of location, what network they're connected in - through, or anything like that.
Nathan McNeill, VP of Product Management:
We get a lot of, you known, "Well, what if our users have a VPN?" And, our question back is, "Well what if they do?" A lot of times the issues are with how do you get the VPN connected. So then, they have the solution once the VPN is connected to support the user, but half the issues are with the VPN anyway. So again, it's kind of a way to support each of your users no matter where they are.
So, some of the capabilities of the Bomgar BoxTM. It does allow you full screen, mouse, and keyboard control. It's kind of like if the rep was local to the customer's PC and was just able to sit over their shoulder and fix the problem themselves. It puts the rep in the cockpit and lets the user sit back and enjoy the ride. This cannot be overstated what a huge help this is in a support scenario. No one gets terribly impressed when a rep walks through a difficult issue with a customer or a user over the phone but we do get impressed when someone - when a pilot walks a pedestrian through landing a plane. But, both of those things are kind of the same. That fixing a computer and flying a plane over the phone are kind of the same. And, they're both very, very difficult. And, with our Remote Support products, our rep is able to do that, you know, directly versus having to work through the user.
We also include file transfer and chat so you can file transfer back and forth through the PC with permission from the user. We allow you to reboot the remote system and then automatically get it reconnected back to you. This is, even if the user's not present if the PC. The example there is if, you know, we have a lot of systems integrators that are customers of our. And, if they've got a lawyer that they're servicing on the other side, they don't want to tell him that he's got to sit there and watch them work while they fix their PC because they might have to reconnect back. It allows you to work without the user having to sit there and watch.
Nathan McNeill, VP of Product Management:
We also include transfer and share which allow you to transfer a session up to a different tier or a different support rep or even share a session so you have two support reps viewing and collaborating over a single issue. We have multi session handling through a tabbed interface. You know, a lot of the problems you encounter are going to involve some wait time for installing the application, or rebooting the system, or whatever it may be. And so, what the tabbed interface does is allows you to have multiple sessions open so that you can have one installing a program and be actively working on another so you're not wasting time.
And, our canned messages feature is something that allows you to pre-build responses to common questions so you're not constantly typing out the same thing. And, what this all equals is effective support for the mobile users no matter where they are, no matter what they're connecting in on, no matter what connection they might have.
And then, I wanted to walk through as well how we address the security concerns for the support professional. So, within the support process, that's how you deal with the mobile user, how you support the mobile user. Well, how do you address the security concerns we've just brought up? And first, I want to deal with kind of the technical reasons or technical means with which we do that. We have 256-bit AS/SSL encryption along the entire data stream from customer to rep. We have SSL secured web interfaces. We have - the appliance itself has been pre hardened and with all these things - you don't have to take our word for it. We had the entire solutions, Bomgar BoxTM, hardware and software combined, audited by Symantec Corporation and it's kind of like a white hat hacking job where they will examine the source code. It's source code enabled so they can walk through the code itself and then look for potential vulnerabilities and then test those vulnerabilities in the real world to see if they can get through.
Nathan McNeill, VP of Product Management:
And, you can read about that on our website at bomgar.com. so, this is kind of how we deal with the technical issues of security. The next is how we deal with the people or the informational aspects of security. So, the first point is that we allow you to host the appliance internally. So, it's pre-hardened and we allow you to host it at your facility. And, this is just a matter of simple math. It's saying that a product that you deploy securely within your existing security and compliance environment, has fewer attack vectors than if you were to go with an applications service provider where the attack vectors are not always the product but also the people and the organization around that product.
The key issue Is that it is impossible to outsource liability. If you're using a third party provider, you're liable for that provider and for whatever data is passing through their data centers as you do support sessions. And, with the appliance, by keeping it internal, you're able to use the product, use Remote Support without expanding the scope of your liability.
This is a quote from Matt Healey with IDC which is, "Onsite Remote Support solutions enable customers to directly control the security of their IT environment and realize the benefits of remote support." We have customers who have point-blank told us that they were unable to use a service provider for this particular type of application. For a lot of other companies it's not a given that they have to use something internal, but the key point is that there are security and there are complaince implications for sourcing an application like this because it's passing company data through that remote support session. And those would need to be addressed before purchase.
Nathan McNeill, VP of Product Management:
A couple of the other aspects of information security and of our facilitation of information security, the people aspects, is granular administration of support rep privileges. What we mean by this is the administrator is able to point by point figure out which support reps have which privileges. You know, is the support rep able to file transfer or are they able to remote control and do that on a granular level so you're closely controlling what the support rep accesses and what they don't. Again, for accounting purposes and auditing purposes, it's very important.
Another is each session is ad hoc. It's only initiated for the duration of the session and then the client that's temporarily installed on their PC is completely removed. So, it does not give "always on" access to the remote PC. It's "always off - on only by request". And, from a privacy standpoint and compliance standpoint, this really limits the liability you have for - versus if you were to leave that session open long term.
I wanted to walk through a little bit of kind of how the product works. It all does connect in through the Bomgar BoxTM which means all the connections are running outbound through whatever firewall the user or the tech is behind. The rep can be anyplace, whether it's at his home or at the office, and the customer can be anywhere. The way it would work - the support rep monitors the queue waiting for incoming support requests and then the user initiates a session. You can do that one of three ways, and we allow the administrator to define which of these three shows on the public site. One is just - and I don't think it shows on this screenshot but one is that the user can just click on the reps' name. so, you have a list of reps that click on a name and then it walks them through it from there. Really simple. Really fast.
Nathan McNeill, VP of Product Management:
Another is the session keys. So, the user would enter a session key which was defined by the support rep and then it would connect to that session. And then, another is where the user can fill out a form basically requesting help and that request is sent to the reps queue where he then takes it off the queue. Once the support rep accepts the session, he would then request remote control of the PC to troubleshoot the issue. And again, this is all user initiated so the user has to request control. The rep cannot take control. So, it really keeps the user in control of the session and in control of their own PC.
And then, when the rep controls the users PC, again it's really amazing the difference between being able to see the problem and interact directly with the problem versus, you know, click here, click there, you didn't click the right 'x', you know, click something else, what are you seeing and that sort of thing.
At the completion of the session, the client is completely removed from the remote PC and so you have - it's exactly the same as it was before the session was initiated. So it's really lightweight. It doesn't require the support organization to maintain a client on each and every PC they want to support. And, the user would then enter feedback about the session, kind of giving you some input about the quality of the rep or the quality of the applications, ect., or whether the problem is fixed.
Nathan McNeill, VP of Product Management:
Some of the benefits of this - it allows you to connect effortlessly and on demand any time to any of the PCs you support. And this, what this does is increases support rep productivity. It's gonna increase first call resolution rates. A point with this is the rep is able to view and control what's going on and so, if the problem is not fixed, they're able to see it versus the viewer saying, "Yeah, I think it's fixed," and then having to call in later on because it really wasn't. And so, you not only increase first call resolution rates, but you also decrease repeat incidents.
Another thing that it reduces is call escalation 'cause usually your Tier I reps are then able to troubleshoot further into the session before transferring it upstream to a Tier II or Tier III rep. And then, it also reduces travel time and expense. We had one enterprise customer of our say that it decreased on-site visits by like 70%. So, it really reduces the time that you have to spend on the road to a customer site for a complex issue. Instead you can do it over the net using remote control. And then, it eliminates ineffective phone support. You know, no more click here, click there. And then, with our appliance, it allows you to own and host the solution yourself really easily without having to go through a third party.
The results from all this that we've seen time and time again with our customer base is that BomgarTM saves time and saves money. This is from Larry Gerlt, Network Manager of Mosaic which is a non-profit and has about 5,000 employees: "NetworkStreaming has reduced the length of support calls from 30 minutes to about 15 minutes. So, 50% savings in terms of call length. So, instead of spending time trying to explain "how-tos" we have the user connect to us, watch what he is doing, and can easily show them how to correct their mistakes. A real time saver and one of the best investments in support software we have made." And, this is by no means atypical. We have countless customer feedback that it's an amazing timesaver. Anywhere from 30%, to 50%, to 60% timesavings on a support call.
Nathan McNeill, VP of Product Management:
So, I want to see now - I kept it fairly short so I would have plenty of time for questions. Please enter those in your webinar interface and I may take a few others from Justin.
Justin Brock, Manager of eCommerce:
I'll give everyone a moment to submit any questions. Nathan, the first one that I'm gonna just throw your way is you just talked about Mosaic. Who else uses BomgarTM solutions?
Nathan McNeill, VP of Product Management:
Well, Humana is one. We did a webcast with them just a few weeks ago. You can see that on our website. And, we also have, if you look under the customers link on our website we have a whole list of customers currently using BomgarTM. Again, we have a lot of small to medium sized IT systems integrators and IT consulting companies and some very large ones as well, IT outsourcers. And then, a mix from financial to healthcare customers. We have software vendors who are using it to support their applications. We have construction companies using it to support trailers in the field and a whole range of other customer types and sizes.
Justin Brock, Manager of eCommerce:
Can you explain how the licensing works?
Nathan McNeill, VP of Product Management:
Sure. BomgarTM is licensed per concurrent rep. And so, for instance if you had ten support reps and you estimated that you'd have eight of those support reps logged on and using our application, using BomgarTM, at any given time you could have eight licenses and then ten accounts, or even more accounts, so long as only eight were logged in concurrently. And, that's controlled within the appliance. And, that's also - that's not based on the number of PCs that you control, it's just based on the number of reps you have. So, you could have a single rep supporting, you know, 50 or 100 PCs a day and that's all within the licensing restrictions. It's just based on the number of reps that you have.
Justin Brock, Manager of eCommerce:
Can you talk a little bit more about the preinstalled client on the software - on the clients' machine?
Nathan McNeill, VP of Product Management:
Oh, sure. Basically there is no preinstalled client. Which means that you could get control of a PC that you had never seen before and never heard of before. You know, someone just calling you out of the blue from a random company. And, you could get them to click your link, click on a link, install the small applet and then give you control. And then, once your done the client is then completely removed from that system leaving it completely clean. So, there's no client that's pre-installed on the remote system. It would be running for the duration of the support session, but it would not be running after or before. It would not be resident after or before.
Justin Brock, Manager of eCommerce:
Okay. Probably time for two more if you want. There's one visitor says, "I've been using a sample version. The chat pops up anytime I go to the right. Is there something I can turn off?"
Nathan McNeill, VP of Product Management:
Yeah. You're probably referring to when you have it in full screen mode. What we're doing is basically reducing the area that will cause that chat window to pop out. So, that will be addressed in the release that's coming out end of September. And, we also, yeah, along with a lot of other enhancements coming out at that time.
Justin Brock, Manager of eCommerce:
Okay. There was another question too about PresentationDesk which is another product of ours. When will that be released?
Nathan McNeill, VP of Product Management:
Oh, well, we currently have PresentationDesk. It would be a different site on the appliance. And I believe something too that - Justin if you want to take down contact information we may be able to get back. Take that offline -
Justin Brock, Manager of eCommerce:
I can do that.
Nathan McNeill, VP of Product Management:
- and work with that.
Justin Brock, Manager of eCommerce:
Can you comment on the distance between the appliance and user devices?
Nathan McNeill, VP of Product Management:
You mean as far as physical distance? I guess that's -
Justin Brock, Manager of eCommerce:
That's not in the question.
Nathan McNeill, VP of Product Management:
Well let me talk through it and see if this makes sense. Basically, it's not going to matter what the physical distance is between the appliance or the user or reps that are connecting to the appliance. I mean, obviously, if they're around the world from the appliance you'd have to connect to the appliance and then back to the user. But, distance is not an issue. It's all connecting through the internet.
Justin Brock, Manager of eCommerce:
There's a couple of questions here about licensing I think. One is: how many end user devices can one appliance control at one time?
Nathan McNeill, VP of Product Management:
Right. A single appliance - we have two different models. One that will be coming out and generally available in the next month or so. Our current appliance will support up to 50 concurrent sessions. So, 50 support reps supporting 50 users. The appliance that's coming out later on will support around ten times that.
Justin Brock, Manager of eCommerce:
And, another related question is: how many clients would your customer have if they had 10 techs supporting with eight licenses as you mentioned earlier?
Nathan McNeill, VP of Product Management:
How many clients? That would be - I'm assuming this is licenses. It would be eight licenses of the product which would allow eight support reps to concurrently log in and support clients. Now, they could support a whole lot more - they could support any number of remote PCs but it would just be limited based on the number of reps that they have. So - excuse me - or on the number of licenses that they have as to how many reps could concurrently conduct support sessions.
Justin Brock, Manager of eCommerce:
Okay. What about software firewalls? Can it work through things like the Norton Security?
Nathan McNeill, VP of Product Management:
Yeah, like Norton Internet Security, MacAfee, Windows XP Personal Firewall. Yeah, it does work through those. Occasionally you'll have one of those firewalls that will prompt the user saying, "Do you wish to allow this application to connect to the internet?" and so you'd have to tell the user to click "yes, allow". But, it would still allow the product to work.
Justin Brock, Manager of eCommerce:
You've also just spoken about supporting PCs. Is there a Macintosh client?
Nathan McNeill, VP of Product Management:
We are looking at adding Macintosh support, again, as of the end of September so you would be able to support a Mac from a Windows-based PC. The rep side would be Windows based, but you would be able to support and control a Macintosh. Any further questions Justin?
Justin Brock, Manager of eCommerce:
I think one more. How many people can one rep support at one time?
Nathan McNeill, VP of Product Management:
We don't cap that. Obviously there's a logical limit just based on brainpower as to how many concurrent you can handle simultaneously. I mean, we've had - I think the most I've ever had is about ten or twelve just for testing purposes. But, - and then beyond that it kind of loses its usefulness. So, I would say, practically speaking, you know, ten or twelve would be the max that would be useful. But, it's not going to cap off at like three, or four, or anything like that.
Justin Brock, Manager of eCommerce:
Okay. I think that's all the questions. Does anyone have any further questions? Well, if there aren't any further questions we'll go ahead and give up. Please contact us. You can look at our website. Let me actually forward you this slide. Here's some contact information. You can visit bomgar.com for more information. You can also call us at 1-866-652-3177. We also have a free trial available on our website that'll allow you to kind of kick the solution around and try it out for yourself. So, thank you so much for attending our webcast. Stay tuned for more. We'll be presenting in the next few weeks and please visit us at bomgar.com. Thank you.