Bomgar Solution Incorporates Security Best Practices

  • Symantec conducted its Product Penetration Test on the Bomgar remote support solution, finding it to be designed and implemented with security best practices in mind.
  • Bomgar’s Appliance and all solution clients passed the security assessment.

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JACKSON, MS – May 30, 2013 – Bomgar, a leading provider of secure remote support solutions, today announced its remote support solution has passed a rigorous security assessment performed by Symantec Consulting Services.  Symantec conducted its Product Penetration Test to evaluate the Bomgar solution’s components and related environment against established security best practices. The purpose of the assessment was to evaluate the security of Bomgar’s product from a hacker’s or malicious user’s perspective to determine how well the product works to defend against attacks.

The Bomgar Remote Support Solution is used by thousands of service desks and support centers worldwide to access and fix remote computers, systems and mobile devices. From November 2012 to March 2013, Symantec Consulting partnered with Bomgar to assess the security architecture and implementation of the Bomgar appliances, and found the overall architecture of the solution’s appliances to be designed and implemented with security best practices in mind. The key components evaluated were, but not limited to, the Bomgar Appliance, Representative Console and Customer Client. These areas were reviewed in an in-depth analysis on how the complete solution worked to defend against attackers:

  • Bomgar Hardware – Bomgar’s appliances are shipped as self-contained, hardened servers that utilize a minimal base firmware to help customers install the Bomgar solution. During testing, Symantec found that the minimal port exposure and the default hardened configuration successfully prevents unauthorized access to the appliance and limits possible attack vectors.
  • Communication Encryption – The key to securing any solution is to ensure that all components can communicate in a secure manner with one another and with the outside world. To meet this goal Bomgar utilizes SSL encryption for all communication between the Bomgar appliance, representative consoles and customer clients.
  • Authentication and Authorization – The Bomgar application requires users of the system to have dedicated user accounts. Symantec found that the solution supports a very granular level of user access controls for each account. Finally, the Bomgar appliance uses separate administration account and interface to govern administration of the Bomgar server firmware. This provides additional segregation between user functions within the overall application environment.
  • Customer Client Security – In order to establish a Bomgar support session, the remote customer will download and run a small executable that will establish a connection back through the Bomgar appliance and link them with a support representative. Once a support session terminates, the client executable automatically terminates running processes related to the support session and uninstalls itself form the customer’s workstation. During the penetration test, Symantec noted that the access controls afforded to remote customers sufficiently restrict access to their workstation. Symantec was unable to obtain control over customer machines that were granted only viewing privileges and was not able to resume a support session once the session had been terminated and the client uninstalled.
  • Auditing and Logging – In a well-designed system, logs are maintained in sufficient detail to permit reconstruction of system activity. The Bomgar solution contains several logging functions. By default all support sessions are logged local on the appliance along with details of who the customer was and when events such as screen sharing occurred. Additionally, session recording can enabled for screen sharing, command shell access and presentations. 

“The threat of network attacks and breaches is on the rise, and year after year, remote support technology is named as the top vector used in such attacks,” said Nathan McNeill, co-founder and chief strategy officer, Bomgar. “At Bomgar, we’re dedicated to providing the most secure remote support solutions available, which is why we regularly submit our products to tests by Symantec and other security leaders.”

To read the full Symantec Security Assessment of Bomgar, please visit: http://goo.gl/d6BhX

About Bomgar

Bomgar provides remote support solutions for easily and securely supporting computing systems and mobile devices. The company’s appliance-based products help organizations improve tech support efficiency and performance by enabling them to securely support nearly any device or system, anywhere in the world — including Windows, Mac, Linux, iOS, Android, BlackBerry and more.  More than 6,500 organizations across 65 countries have deployed Bomgar to rapidly improve customer satisfaction while dramatically reducing costs. Bomgar is privately held with offices in Jackson, Atlanta, Washington D.C., Paris and London.  You can find Bomgar on the web at www.bomgar.com, or on Facebook, Twitter, LinkedIn and Google+.