Normally, my customers use the solution with their internal service desk to support their employees, whether at their workplaces or when they are working from home. Some of my customers in the medical field also use the solution to support their customers, like those who use medical devices. However, most of my customers use the solution to support their internal employees in remote sessions.
BeyondTrust
BeyondTrust CorporationReviews from AWS customer
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Good Product with good support
What do you like best about the product?
Easy Handling as User
Many different Adminsettings / Permissions which can be set very strict
Many different Adminsettings / Permissions which can be set very strict
What do you dislike about the product?
Doesn't find anything until now
Only thing is the HA Config, didn't like the setting/handling but when it's configured, everything works fine
Only thing is the HA Config, didn't like the setting/handling but when it's configured, everything works fine
What problems is the product solving and how is that benefiting you?
Remote support for all our customers in a secure way
BT-PAM Review
What do you like best about the product?
We can access multiple servers by single portal whether it's AWS, AZURE or GCP.
What do you dislike about the product?
Nothing. Everything is good. Just we need to onboard the servers here.
What problems is the product solving and how is that benefiting you?
We can access multiple server through one portal. Don't need different portals for each cloud provider. Also for both windows and linux.
Flexible and Efficient, but Could Use More Entra Support
What do you like best about the product?
What I like best about BeyondTrust Remote Support is how easy it is to access unattended devices. It just requires a double-click from the jump list.
I also really like that there are multiple ways to connect—whether it’s through a session key, a jump client, or even a remote invite. That flexibility makes it super convenient to support different types of users and situations without jumping through hoops.
Overall, it just makes remote support smoother and more efficient.
I also really like that there are multiple ways to connect—whether it’s through a session key, a jump client, or even a remote invite. That flexibility makes it super convenient to support different types of users and situations without jumping through hoops.
Overall, it just makes remote support smoother and more efficient.
What do you dislike about the product?
One thing I wish BeyondTrust Remote Support did better is offering more options for connecting to Entra-joined devices. The jump client works fine most of the time, but it would be great to have an alternative method for unattended access—just in case the jump client stops working or gets removed from the endpoint. Having a backup option would make things a lot more reliable, especially in environments where device management can be a bit unpredictable.
What problems is the product solving and how is that benefiting you?
BeyondTrust Remote Support really helps us tackle a couple of key challenges. One big one is being able to access kiosk-based devices where no user is present. With unattended access, we can jump in and troubleshoot or update those machines without needing someone on the other end, which is a huge time-saver.
It also makes it easy to support our end users quickly and efficiently. Whether they’re in the office or remote, we can connect fast and get issues resolved without a lot of back and forth. Overall, it helps us keep things running smoothly and cuts down on downtime.
It also makes it easy to support our end users quickly and efficiently. Whether they’re in the office or remote, we can connect fast and get issues resolved without a lot of back and forth. Overall, it helps us keep things running smoothly and cuts down on downtime.
One of the best platforms to connect or control a device remotely
What do you like best about the product?
What I like most about BeyondTrust Remote Support is its ability to let me view, control, and perform troubleshooting directly on a user’s machine. Deployment is straightforward, and the tool functions reliably to support remote IT operations
What do you dislike about the product?
“Aside from occasional network issues on the user’s end—which can affect the remote session and hinder troubleshooting—BeyondTrust Remote Support has been perfect for my needs. I haven’t encountered any issues with the platform itself.
What problems is the product solving and how is that benefiting you?
With BeyondTrust Remote Support, I can assist users efficiently in real time without needing to go onsite for troubleshooting.
Great Remote Support tool with hosted and on premise options.
What do you like best about the product?
Extended functionality and not limited to remote screen sharing, including direct File system, Registry and Shell System Access capabilities.
The support team is generally quite efficient in their response times, and a proactive approach results in faster resolutions.
The support team is generally quite efficient in their response times, and a proactive approach results in faster resolutions.
What do you dislike about the product?
System updates require staging to allow devices to update accordingly. Devices that do not update their agents will be lost and will require reinstallation. Not so much a problem, but an item to be included in lifecycle management.
What problems is the product solving and how is that benefiting you?
End user support providing a platform to connect to devices in any location securely, and not limited to on-premises. While in addition enabling support to enhance their capabilities through included feature set.
Trust but Verify
What do you like best about the product?
The ability to verify with accurate and current data.
What do you dislike about the product?
Data updates may not be as current as .you think
What problems is the product solving and how is that benefiting you?
Verification of specific coverage forms and endorsements to conform to contractual agreements.
Ease of use
What do you like best about the product?
Very easy to use and manageable, documentation is very thorough. I use bomgar every day to remote to machines to trouble shoot and test custom scripts. Implementation of can scripts is very useful in the environment.
What do you dislike about the product?
Wish when creating a support ticket, they would respond a little faster.
What problems is the product solving and how is that benefiting you?
ease of use to remote to users, and elevation of scripts ran.
Remote Support is great!
What do you like best about the product?
The ease of use and deployment along with all the great features.
What do you dislike about the product?
We sometimes have issues with the clients going offline due to the service being stopped.
What problems is the product solving and how is that benefiting you?
Connecting us to our end user machines and servers to give access for troubleshooting or completing tasks.
Solution elevates team collaboration and manages remote support efficiently
What is our primary use case?
What is most valuable?
One of the great features is that service desk members can work together in a remote session. There are roles in our team, like team leader, team member, and team manager. This allows the team manager or leader to support the team member.
Another valuable function is the ability to elevate rights in a session. The support desk member can have more control over the end user's PC to assist them. Additionally, there are various ways a customer can receive support, like starting by chat or session ID.
The solution also allows managing and supporting remote devices, especially Apple devices. While controlling Apple devices fully is not possible, sending a new configuration profile or assisting with settings is.
The most valuable feature is sending an SMS to a mobile device for assistance, such as installing or configuring a mail client. The technique for Android devices allows control in the session, while Apple devices can only be viewed. Full remote control on Apple devices is not supported. It's a common limitation across providers.
What needs improvement?
For me as a user in the service desk, there is already a lot of functionality in the product. I don't have any specific ideas for improvement on that side.
Some technical aspects could be improved, particularly in product management. For the end user, enhancements do not seem necessary at the moment. They could probably give the technician client a more modern interface, but the crucial factor is stable connectivity in a remote session.
I see more potential for improvement on the administration side, like better transparency when a patch is installed. It would be useful for administrators to see the version and patch levels of the product easily.
BeyondTrust could also enhance their quality control process before releasing a new build to ensure no new bugs are present. This is a common issue among software manufacturers.
For how long have I used the solution?
I have used the solution since 2006 or 2007. It has been around 18 years.
What do I think about the stability of the solution?
I don't see any issues here. The product runs very stably, and I cannot observe any problems.
What do I think about the scalability of the solution?
I would give scalability a nine out of ten. It is very scalable.
How are customer service and support?
Customer support was better in the past. About two years ago, the response times became longer. I would rate it a seven out of ten. Initially, I could reach a technician by chat and receive immediate support, which is not possible today. Now, I must open a ticket first, and waiting times can vary from four to eight hours.
How would you rate customer service and support?
Neutral
How was the initial setup?
Setting up the product requires a lot of experience, especially for integration into other systems like Active Directory or multifactor authentication. It is not a one-click setup; significant IT experience is needed. For standalone use in BeyondTrust Cloud, I would give it an eight or nine out of ten. However, full integration into an existing environment deserves a seven because of the experience required.
What about the implementation team?
I recommend attending a two-and-a-half-day course at BeyondTrust University if you are setting up the product. This training is especially beneficial for administrators. End users and customer clients generally do not need it. For successful implementation, working with a partner or completing the university course is highly recommended.
What's my experience with pricing, setup cost, and licensing?
The cost depends on the number of licenses a customer buys. For a smaller customer, the cloud solution costs around $2300 per user per year. If you have an on-premises solution, you'll also need to license the appliance, so the cost might be similar to the cloud solution.
What other advice do I have?
If used properly by a service desk agent, the cost of the tool is justified. The price reflects the tool's capabilities. I would rate the product ten out of ten. Overall, I give it a rating of ten out of ten.
Which deployment model are you using for this solution?
On-premises
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Efficient for remote access for third-party vendors
What is our primary use case?
The primary use case is for remote access, particularly for third-party access where direct access cannot be granted into the network. It addresses the need to provide vendors access without creating privileged IDs directly in the network.
What is most valuable?
The features are common among systems, including special management, password management, and credential management. A key advantage is over Password Safe, allowing third-party vendors access without directly onboarding them into the systems. With tools like PRA, access can be granted without creating IDs directly on AD, providing access to privileged or target systems very efficiently.
What needs improvement?
One potential improvement is in the support department. Customers based in India have to wait for support staff in the UK to start their shifts for assistance on non-urgent matters, even for severity one or two issues. Improved regional support timing would enhance the service.
For how long have I used the solution?
I have been in this industry for 18 years.
What do I think about the stability of the solution?
Technologies and prominent tools are continuously evolving and are stable as they adapt to market changes.
What do I think about the scalability of the solution?
Scalability depends on the size of the organization and the number of users, systems, and target servers. Exact scalability can vary based on these factors.
How are customer service and support?
The customer service is excellent. They are responsive to severity issues immediately, however, coordination could improve regarding the time difference in various regions.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I have experience with various prominent tools like CyberArk and BeyondTrust.
How was the initial setup?
Initial setup depends on several aligning factors within the organization and typically takes a couple of months to complete.
What's my experience with pricing, setup cost, and licensing?
The pricing includes some variance in the cost of licensing, and the costs are integrated into the overall system pricing. Licensing across different tools does not show significant differences in costs.
Which other solutions did I evaluate?
The alternatives evaluated include CyberArk and BeyondTrust. The entry of Delinea, merging Centrify and Thycotic, has added more competition to the market which was previously dominated by the two aforementioned solutions.
What other advice do I have?
I rate BeyondTrust Remote Support as eight out of ten.
This solution is robust, and I recommend it for its efficient handling of remote access without needing to onboard users directly into systems. I give the overall solution a rating of eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
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