Softcat Limited

BeyondTrust Secure Remote Support

BeyondTrust Secure Remote Support is a software platform used by Service Desk, Help Desk and Customer Support departments to establish secure remote access and control of desktops, laptops, servers and mobile devices.

Features

  • MULTI-PLATFORM- Windows, Mac, Linux, Android, iOS and Server Support
  • SCREEN SHARING- View and Control a remote Device.
  • APPLICATION SHARING- Limit Screen Sharing to specific applications.
  • CHAT- based remote support with no pre-installed software.
  • EQUILIBRIUM- Load balanced, intelligent skills-based session assignment
  • ACCESS MANAGEMENT- Authenticate using LDAP/Active Directory/RADIUS/Kerberos
  • BACKGROUND ACCESS- Fix issues without disrupting the End User.
  • COLLABORATION- Allow Technician collaboration and warm session transfer
  • EMBASSY- Control vendor remote access to your Infrastructure and Devices.
  • AUDIT- Tamperproof session records including video

Benefits

  • SECURITY & AUDIT: Remote access with a tamper-proof audit trail
  • INTEGRATION: Pre-built adapters for popular Service Desk / ITSM platforms.
  • CUSTOMER SATISFACTION: Improve customer experience and satisfaction rates.
  • PRODUCTIVITY: Improve First Call Resolution, Average Handling Time, Agent Utilisation.
  • CONNECTIVITY: Access devices without requiring a VPN connection.
  • MULTI-PLATFORM: Connect with Windows, Mac, Linux, Mobile and Network Devices.

Pricing

£1395 per user per year

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

4 0 7 8 2 4 8 0 4 4 9 2 4 5 2

Contact

Softcat Limited

Charles Harrison

01612725766

psitq@softcat.com

Service scope

Service scope
Software add-on or extension Yes, but can also be used as a standalone service
What software services is the service an extension to BeyondTrust Privileged Access (PA), BeyondTrust Verify (MFA), BeyondTrust Vault (Privileged Identity Management), ITSM (integration via API), SIEM integration
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints EU based data centres. No service constraints.
System requirements No System Requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times The content of an Incident as supplied initially is used to identify the incident Severity Level using Table 1 below as a guide.
Severity Levels range from Severity Level 1 (Critical) to Severity Level 3 (Low Priority). In collaboration with you, we will make a
reasonable determination of the Severity Level of your incident and respond accordingly. The Severity Level may also be adjusted
as the Incident progresses towards resolution.

Severity 1 : First response within 30 minutes
Severity 2 : First response within 24 hours
Severity 3 : First response within 24 hours
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard None or don’t know
How the web chat support is accessible Users would access https://support.bomgar.com/ enter their contact details and will then be contacted by the next available operator.
Web chat accessibility testing N/A
Onsite support Yes, at extra cost
Support levels Standard : Included with the Cloud Service offering
Technical Account Manager (additional cost) : BeyondTrust Technical Account Managers (TAMs) help ensure you are receiving maximum value from your BeyondTrust investment. BeyondTrust TAMs are senior technical resources who will partner with you to gain an in-depth knowledge of your businesses privileged access needs and map them onto your Remote Support platform. Your Beyondtrust TAM will become your trusted advisor and your advocate within BeyondTrust and is uniquely positioned to provide a proactive approach to the support and ongoing operation of your BeyondTrust investment.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started BeyondTrust Secure Remote Support's Cloud Service customers receive enablement training services as part of their acquisition. Further user and administrative training is available at additional cost. All course descriptions can be viewed on the website. For self-service, bomgar.com/docs delivers a comprehensive archive of documentation.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction BeyondTrust's Cloud Services team can provide full export of customer data including : Configuration, textual & video session reports.
End-of-contract process Upon cessation of the contract and service an extract of customer data is provided prior to the secure deprovisioning of the customer's private cloud.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service Functionality within apps is scoped to include core-requirements only.
Service interface No
API Yes
What users can and can't do using the API Bomgar API is designed for application integration into change management and security incident response platforms.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Beyondtrust Secure Remote Support has comprehensive authentication / authorisation options. Customers can configure these to their requiremetns. The BeyondTrust Support portal can also be fully customisable across the customer's branding, colours and impart terms. In addition, the API services can be utilised to integrate into the customer's broader defense-in-depth strategy.

Scaling

Scaling
Independence of resources BeyondTrust's Cloud services team actively monitor customer's environments and provision resources as required.

Analytics

Analytics
Service usage metrics Yes
Metrics types Metrics include license utilisation and service availabilty.
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Reseller providing extra support
Organisation whose services are being resold BeyondTrust

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Security Clearance (SC)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Data can be exported on an automated basis providing a full cold backup of session data and configuration. Manual, point, backups can also be made.
Data export formats
  • CSV
  • Other
Other data export formats
  • XML
  • Mp4
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability SLAs are generally not applicable based upon product resiliency; SLAs may be developed based upon specific User needs.
Approach to resilience AWS offered products are offered and resiliency is based upon AWS geographically diverse cloud services. Bomgar utilized two geograpically diverse data center; both hold SOC 2 Type 2 certifications.
Outage reporting A Customer Portal is provided which provides outage and maintainence information. In the even of any unscheduled outage, the Customer would be notified directly.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication Users can be added to the system as local users, AD users, LDAP users or any combination. 2FA is supported through RADIUS meaning that most 2FA solutions are available for use with the solution. Password Safe operates through a full RBAC system meaning management is just a role (or collection of roles) which can be assigned to appropriate groups of users.
Access restrictions in management interfaces and support channels The Customer initiates a support management session which generates a session key or PIN for support staff. The staff uses this PIN to access the product in order to provide support. All support sessions are fully logged.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Other
Description of management access authentication Users can be added to the system as local users, AD users, LDAP users or any combination. 2FA is supported through RADIUS meaning that most 2FA solutions are available for use with the solution. Password Safe operates through a full RBAC system meaning management is just a role (or collection of roles) which can be assigned to appropriate groups of users.

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date Available upon request
CSA STAR certification level Level 4: CSA C-STAR Assessment
What the CSA STAR doesn’t cover Available upon request
PCI certification Yes
Who accredited the PCI DSS certification Available upon request
PCI DSS accreditation date Available upon request
What the PCI DSS doesn’t cover Available upon request
Other security certifications Yes
Any other security certifications Privacy Shield

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards Other
Other security governance standards SOC 2 Type 2, SOC 3, CSAIQ, Privacy Shield
Information security policies and processes Available on Request

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach BeyondTrust utilizes a formal life cycle management approach to software security through development, test, and quality assurance. Penetration testing is performed on each major product release by an external party.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Products are reviewed in real time for potential vulnerabilities. All updates are coordinated with the Customer for implementation. Vulnerabilities are addressed based upon criticality of risk.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach AWS provides 24x7 security monitoring for those product offerings. Bomgar performs 24x7 monitoring of private cloud product offerings and corporate network.
Incident management type Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach BeyondTrust maintains a formal ISO 27001 based Cybersecurity Incident Response Plan.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £1395 per user per year
Discount for educational organisations Yes
Free trial available No

Service documents

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