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

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  • 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
Deployment summary document provided 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
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