Software Box Limited (SBL)

SBL Bomgar Secure Remote Support (RS)

Bomgar 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/Devices.
  • AUDIT - Tamperproof session records including video

Benefits

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

Pricing

£1395 per user per year

Service documents

G-Cloud 10

613298043171795

Software Box Limited (SBL)

Danielle Connor

01347 812100

tenders@softbox.co.uk

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 Privileged Access (PA), Bomgar Verify (MFA), Bomgar Vault (Privileged Identity Management), ITSM (integration via API), SIEM integration
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 Remote Support 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 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 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
  • 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.
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
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 Bomgar Secure Remote Support has comprehensive authentication/authorisation options. Customers can configure these to their requirements. The Bomgar 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 Bomgar's Cloud services team actively monitor customer's environments and provision resources as required.

Analytics

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

Resellers

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

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 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 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 maintenance 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
  • 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 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)
  • 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 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 May 2018
CSA STAR certification level Level 4: CSA C-STAR Assessment
What the CSA STAR doesn’t cover N/A
PCI certification Yes
Who accredited the PCI DSS certification Trustwave
PCI DSS accreditation date April 2017 & 2018 (awaiting outcome of 2018)
What the PCI DSS doesn’t cover N/A
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 2, SOC 3, CSAIQ, Privacy Shield
Information security policies and processes Bomgar maintains formal internal security policies.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Bomgar 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 Bomgar 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 Yes
Description of free trial Fully functional 7-day trial
Link to free trial https://www.bomgar.com/remote-support

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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