Two Waves of Support: Balancing Security & Mobility

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 Box™ 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.