Accelerated Time to Value
BeyondTrust Remote Support is the choice for service desks looking to maximize their efficiency and ability to provide world class support. Connect to any device, anywhere, with a user present or proactively to a device, all without a VPN. All sessions are logged and Remote Support can be integrated into your ITSM workflow for a seamless experience.
BeyondTrust Professional Services Remote Support packages offer scalable services engagements, with a drive toward providing customer self-sufficiency at all points along the engagement. The outcomes you receive are rooted in our best practices and are delivered in several tiers, each representing increasingly comprehensive solutions.
Customer Outcomes
Tier 1 Outcomes
Delivers the essential Remote Support feature set for your environment. You will be immediately able to conduct support sessions that maximize the productivity of your service desk and increase customer satisfaction.
Tier 2 Outcomes
Increase the value and security posture of your Remote Support deployment through credential injection via the built-in credential vault and through the use of MFA on initial login.
Tier 3 Outcomes
For globally distributed teams and enterprises, BeyondTrust Remote Support offers an ATLAS configuration. The Tier 3 deployment configures ATLAS to work optimally for highly-distributed environments and allows the scale that larger organizations require.
Professional Services Criteria | Tier 1 | Tier 2 | Tier 3 |
|---|---|---|---|
| Appliance Deployment | |||
Cloud | Yes | Yes | Yes |
On-Premises (number of appliances) | 1 | 2 | 3-6 |
Failover Configured and Tested | Yes | Yes | |
Atlas Configured and Tested | Yes | ||
| Representative Authentication | |||
Local, LDAP, Active Directory, or SAML | Yes | Yes | Yes |
MFA via SAML | Yes | Yes | Yes |
MFA via Kerberos / RADIUS / Smart Card (1 Provider) | Yes | Yes | |
| Technical Use Cases | |||
Integration Client Setup (session/recording archival and automated configuration backup) | Yes | Yes | Yes |
Vault Credential Injection (5 Endpoints and 5 Credentials) | Yes | Yes | |
| Teams Configured | |||
Teams Configured (up to) | 5 | 10 | 15 |
| Session Initiation | |||
Representative List | Yes | Yes | Yes |
Session Keys | Yes | Yes | Yes |
Issue Submission Survey with Teams | Yes | Yes | |
| Client Deployment | |||
Representative Consoles Manually Deployed | 5 | 5 | 5 |
Representative Console Mass Deployment - Advised | Yes | Yes | Yes |
Support Buttons Manually Deployed | 5 | 5 | 5 |
Support Buttons Mass Deployed - Advised | Yes | Yes | Yes |
Jump Items Manually Deployed | 5/type | 5/type | 5/type |
| Branding | |||
Public Portal Logo | Yes | Yes | Yes |
Customer Client Banner | Yes | Yes | Yes |
Support Button Icon | Yes | Yes | Yes |
| Knowledge Transfer | |||
Provide knowledge transfer for daily maintenance of the system | Yes | Yes | Yes |
Implementation Closure Report | Yes | Yes | Yes |
Provide online virtual based training to prepare for the implementation | Yes[1] | Yes[1] | Yes[1] |
Provide onsite classroom based training to supplement the implementation | Yes[1] | Yes[1] | Yes[1] |
- 1.Optional/Additional costs