Software Box Limited (SBL)

SBL Bomgar Privileged Access Management (PAM)

Bomgar's Privileged Access enables security professionals to control, monitor and manage privileged access and privileged identities to critical systems by authorised employees, contractors and third-party vendors.


  • Securely extend audited privileged remote connections beyond LAN without VPN.
  • Perform forensics analysis across video and text logs for compliance
  • Harden & audit access to cloud resources (AWS, Azure, VMware)
  • Out-of-the-box integration with security eco-systems, providing a comprehensive approach.
  • Define accessible endpoints, access windows, white/blacklist applications with on-demand workflows.
  • Mobile access for privileged users to critical systems (Android iOS).
  • Audited client/server TCP connections access without a VPN.
  • Authorise access without exposing credentials to privileged accounts
  • Bomgar's Privileged Access Management platform delivered as-a-service.


  • Connect with Windows, Mac, Linux, Mobile and Network Devices.
  • CONNECTIVITY: Access devices without requiring a VPN connection.
  • PRODUCTIVITY: Reduce time administrators spend managing credentials.
  • SECURITY: Isolate and segregate critical infrastructure
  • INTEGRATION: Pre-built adapters for popular SIEM, Incident Response, ITSM, Cloud
  • AUDIT - Tamper-proof forensic audit of all sessions.


£4250 per instance per year

  • Education pricing available

Service documents

G-Cloud 10


Software Box Limited (SBL)

Danielle Connor

01347 812100

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 Bomgar Remote Support (RS), Bomgar Verify (MFA), Bomgar Vault (Privileged Identity Management)
Cloud deployment model Private 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 Unfortunately it is not currently accessible, we are actively looking into providing this functionality
Web chat accessibility testing Unfortunately it is not currently accessible, we are actively looking into providing this functionality
Onsite support Yes, at extra cost
Support levels Standard : Included with the Cloud Service offering
Technical Account Manager (additional cost) : Bomgar Technical Account Managers (TAMs) help ensure you are receiving maximum value from your Bomgar investment. Bomgar 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 Privileged Access Management platform. Your Bomgar TAM will become your trusted advisor and your advocate within Bomgar and is uniquely positioned to provide a proactive approach to the support and ongoing operation of your Bomgar investment.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Bomgar Privilieged Access Management Cloud Service customers receive enablement training services as part of their acquisition. Further administrative training is available at additional cost. For self-service delivers a comprehensive archive of documentation.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction Bomgar'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
  • 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.
Accessibility standards None or don’t know
Description of accessibility Unfortunately, the service does not presently offer this functionality
Accessibility testing Unfortunately, the service does not presently offer this functionality
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 No
Customisation available Yes
Description of customisation Bomgar Privileged Access Management (PAM) has comprehensive authentication / authorisation options. Customers can configure these to their requiremetns. In addition, the API services can be utilised to integrate into the customer's broader defense-in-depth strategy.


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


Service usage metrics Yes
Metrics types Metrics inlcude license utilisation and service availabilty.
Reporting types
  • API access
  • Real-time dashboards


Supplier type Reseller providing extra features and support
Organisation whose services are being resold Bomgar

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

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 Complies with a recognised standard (for example CSA CCM version 3.0)
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 99.80%; service credits are contractually agreed
Approach to resilience This information is available upon request.
Outage reporting Any service report outages are communicated via standard support channels or directly by your Technical Account Manager.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication Management interfaces are restricted by authentication pages and access control lists.
Access restrictions in management interfaces and support channels Management interfaces are restricted by authentication pages and access control lists.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other

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 Between 6 months and 12 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Less than 1 month
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • SOC 2 Type II
  • SOC 2 Type III

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 II
Information security policies and processes SOC 2 Type II / III, in accordance with documented processes .

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Bomgar's Cloud services team adheres to best practices ITIL configuration and change management processes ensuring fully documented enchained impact on the service.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Bomgar's Cloud services team engages in regular vulnerabilty assessments of the service offerings reacting immediately to any risks to the service.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Bomgar's Cloud services team actively monitor the service responding immediately to any identified risks to the service. Incidents are managed appropriately according to ITIL best practices.
Incident management type Supplier-defined controls
Incident management approach Bomgar's Cloud services team manages incidents from automated and manual sources in accordance with ITIL best practices. Incident reports are communicated to customers as appropriate.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No


Price £4250 per instance per year
Discount for educational organisations Yes
Free trial available No


Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
Return to top ↑