Two Waves of Support: Balancing Security & Mobility

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.