Security in Bomgar Remote Support (On-Premises)

The purpose of this document is to help technically-oriented professionals understand the security-related value Bomgar can bring to your organization. Bomgar can help your support organization stay secure and compliant, while improving the efficiency and success of your organization with a better end-user support experience.

Bomgar Overview

Bomgar connects and protects people and technology with leading secure access solutions that strengthen security while increasing productivity. The Bomgar Appliance gives support technicians secure remote control of computers, over the internet or on local networks. This specialized appliance provides exceptional performance, reliability, ease of use, and scalability through a solution that is optimized for remote support. With Bomgar, a support technician can see the supported screen and control the supported system remotely, as if physically present.

Using multiple features designed to ensure the security of remote support sessions, Bomgar integrates with external user directories, such as LDAP, for secure user management; prevents sensitive data from being routed outside the organization; and supports extensive auditing and recording of support sessions. Logging is performed by the Bomgar Appliance, which allows for the review of all customer and support representative interactions, including video playback of all desktop screen interactions. Bomgar also integrates with leading systems management and identity management solutions and includes an API for deeper integration. With Bomgar, support managers can create support teams, customize queues, and report on all support activity.

Bomgar enables remote access to multiple operating systems, including Windows, Mac, various Linux distributions, and mobile operating systems. Bomgar also enables remote control of various kinds of systems, including laptops, desktops, servers, kiosks, point-of-sale systems, smartphones, and network devices.

Bomgar can work over internal and extended networks, or it can be internet-accessible. This allows support organizations to avoid less effective means of support by driving requests through custom support portals hosted on a hardened appliance. Bomgar can match support requests with the appropriate technician or team. Bomgar then mediates connections between customers and support representatives, allowing chat sessions, file downloads/uploads, remote control of desktops, screen-sharing in either direction, running of presentations, and access to system information and diagnostics.