Solution Overview

The Bomgar Appliance Support Your Enterprise from One Screen

The Bomgar Solution, a secure appliance for enterprise
remote support, makes technicians more effective by letting
them control remote computers and mobile devices. With
Bomgar a support rep can see what the customers see or
temporarily control their computers for support. Bomgar also
gives administrators a higher degree of control, enabling them
to monitor and report on support activity.
Whether it is a smartphone in Denver or a Linux server in
Tokyo, Bomgar lets support technicians see and control
virtually every system in your enterprise from one screen.
Seeing the screen helps support organizations decrease
on-site visits, eliminate phone support, and respond
effectively to peaks in demand. With Bomgar, you’ll resolve
more incidents in first tier on the first call.

iPad / iPhone

Figure 1: Bomgar Support Rep Console

How Bomgar Works

Bomgar enables remote control of iPad
PCs, servers & mobile devices iPhone
SUPPORT REP
through corporate firewalls. Support MOBILE DEVICES

reps can see the screen, control the

mouse & work as if physically present.

Both the customer and the rep INTERNET / WAN

connect to the appliance through

outbound connections. (ATTENDED)

Bomgar logs and records every

REMOTE CLIENTS
session, passing no data through
a third party. And most sessions are
clientless, lasting only for the duration SUPPORT ORGANIZATION’S DMZ
All Traffic Uses SSL Encryption and
of the support call and leaving no Passes Through the Bomgar Appliance
JUMP TECHNOLOGY
(UNATTENDED)

footprint on the remote computer.

Figure 2: How the Bomgar Appliance Works

Contact Bomgar | 866.652.3177 | www.bomgar.com | sales@bomgar.com © Copyright 2011 Bomgar Corporation. All rights reserved.
Key Features

Remote support in an enterprise environment has unique But Bomgar streamlines the support process, strengthens
challenges. People and systems are everywhere, and security, and integrates easily into enterprise environments.
traditional tools are not secure or flexible enough. Bomgar makes enterprise remote support simple.

Security | Protect your customers, protect your company & prove it to your auditors.

On-Site Appliance 3rd-Party Tested Permissions & Group Policies

• Keep all data on site • “Designed and implemented with • Restrict remote control or file transfer
security best practices in mind” • Create groups from directories [LDAP/AD]
• Integrate with user directories
• Bomgar passes Symantec security assessment

Automated Audit Trail Access SponsorTM PASS EmbassyTM

• Automated record of every session • Create groups of access sponsors • Receive support from your vendors
• Chat transcripts & file transfer details • 1st tier reps can request elevated access • Restrict & monitor network access
• Flash videos of remote support sessions • Report on sponsored access sessions • Reports & videos of vendor activity

Integrations | Leverage your existing infrastructure by plugging Bomgar into your systems, processes & brand.

API / SDK Identity Management Customizations

• Make custom integrations 75% faster • Integrate with LDAP and AD • Brand the support website
• Includes file & database plug-ins • RADIUS for multi-factor authentication • Brand customer client with your logo
• Kerberos for single sign on • Customize messages and legal content

Ticketing System Integration

• Start a session from an open ticket
• Improve efficiency

Manageability | Consolidate administration, gain visibility & optimize the support process.

Teams Dashboard Surveys

• Group reps by permissions or skill • Monitor reps’ desktop or sessions • Create surveys for customers & reps
• Tie teams to customer Portals • Transfer or take over support sessions • Monitor rep or team performance
• Create queues for routing requests

Portals Reports Bomgar Button

• Build custom websites and customer • Monitor customer satisfaction • One-click session initiation
clients for each customer or product • Track 1st call resolution or other KPIs • Tie Buttons to individuals or teams
• Create surveys for each site • Store reports for detailed audit trail • Customize & deploy Bomgar Buttons
• Allow teams to support multiple portals

Contact Bomgar | 866.652.3177 | www.bomgar.com | sales@bomgar.com © Copyright 2011 Bomgar Corporation. All rights reserved.
Platform Support | Support all your systems and people from one screen.

Multi-Platform Control Firewall, Router, NAT Friendly Command Shell

• Windows, Mac & Linux computers • Remote control through access barriers • Access switches, routers & devices
• Windows Mobile, BlackBerry, • No port-forwarding or firewall config • Videos of command shell sessions
iPad & IPhone

Localization
Jump Technology
• Unicode character support
• Access unattended servers or systems
• German, Spanish, French, Italian, Dutch,
• Push Bomgar session within network
Portuguese, Japanese, & Chinese
• Deploy Jump Clients en masse

Lowering Costs / Productivity | Decrease on-site visits, eliminate phone support & respond effectively.

Multi-Session Control Chat

Concurrent Licensing
• Fix one system while another reboots • Chat with other reps or teams
• Based on simultaneous usage
• Install software on multiple systems • Create and send canned messages
• Create unlimited named accounts
• Access all systems involved in an issue • Push URL to remote customer
• Share licenses between shifts/teams

System Information Escalate

File Transfer
• View remote computer’s system info • Share/Transfer sessions with other reps
• Enable file transfer for reps or groups
• See CPU usage, Drive capacity, etc. • Increase 1st call resolution rates
• Drag-and-drop files

Demo Mode Scripts

Reboot
• Show rep’s screen to 15 people • Send commands with one click
• Reboot and auto reconnect
• Train remote customers/employees • Run patches or apps on remote PCs
• Reboot into safe mode
• Record videos of training sessions • Allocate script usage by Teams
• Reconnect with no end user present

Enterprise Focus | Overcome the obstacles to support in your enterprise environment.

Partners Customers
Product
• Leading service desk platform integration • More than 5,000 customers worldwide
• Appliance-based security
• Launch remote control from open ticket
• Integrates with existing infrastructure
• Integrate secure chat and surveys
• Concurrent user licensing
HP Software
Gold Business Partner

B300 Physical Appliance B300v Virtual Appliance

B200

B200 Physical Appliance B400 Physical Appliance

Contact Bomgar | 866.652.3177 | www.bomgar.com | sales@bomgar.com © 2011 BOMGAR, BOMGAR BOX, JUMP and UNIFIED REMOTE SUPPORT are trademarks of Bomgar Corporation;
other trademarks shown are the property of their respective owners. www.bomgar.com