BeyondTrust

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.

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.

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.

I have used the solution since 2006 or 2007. It has been around 18 years.

I don't see any issues here. The product runs very stably, and I cannot observe any problems.

I would give scalability a nine out of ten. It is very scalable.

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.

Neutral

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.

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.

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.

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.

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.

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.

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.

I have been in this industry for 18 years.

Technologies and prominent tools are continuously evolving and are stable as they adapt to market changes.

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.

The customer service is excellent. They are responsive to severity issues immediately, however, coordination could improve regarding the time difference in various regions.

Positive

I have experience with various prominent tools like CyberArk and BeyondTrust.

Initial setup depends on several aligning factors within the organization and typically takes a couple of months to complete.

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.

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.

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.

My company uses BeyondTrust Remote Support to provide remote support to our customers and clients.

The most valuable feature of the solution concerns our company's main use case, which is for connection to our remote clients. I am not very good with BeyondTrust since my team uses it.

The local partners for BeyondTrust Remote Support are not enough in numbers. There are not enough product partners in Turkey, making it difficult for me to get assistance. The aforementioned area can be considered for improvement.

I have been using BeyondTrust Remote Support for five years. I am a customer of the product.

It is a very stable solution.

It is a scalable solution since there have been no performance issues.

In my company, more than 50 people use the product.

My company has contacted the solution's technical support. I rate the technical support an eight out of ten.

Positive

The initial setup was easy. One can install it very easily.

The solution is deployed on-premises.

BeyondTrust Remote Support is a very expensive product.

My company chose BeyondTrust Remote Support over other products since it possesses session recording capabilities. If our customers wish to have some clips, our company provides videos or screenshots using the tool's recording capabilities.

I can recommend the product, but it is important to note that it is expensive.

Though I am not a very good expert with BeyondTrust Remote Support, I think one can get and use another product very cheaply. If you compare BeyondTrust, to the other products, you can get other products for very cheap rates. BeyondTrust is a really good product overall, but it is expensive for my company.

Overall, I rate the solution a seven out of ten.