beyondtrust-remote-support-vs-goto-rescue

BeyondTrust Remote Support, formerly Bomgar, and LogMeIn Rescue are both remote access tools designed to facilitate remote technical support. They both provide a range of remote access features, including analytics, branding customization, and at least some mobile support.  

BeyondTrust Remote Support is focused on providing the highest level of security when remotely accessing internal or external users’ devices. In contrast, LogMeIn Rescue is more attuned to internal IT support, with a greater range of tools to facilitate ease of use. 

Features

BeyondTrust and LogMeIn both provide distinct advantages to using each tool. 

BeyondTrust emphasizes the security of its remote access offering. For instance, the tool automatically uninstalls when the remote connection disconnected. Features like this are highly valuable when dealing with sensitive information or data, either in the connectin itself or when accessing a device with sensitive data. Reviewers also highlight BeyondTrust’s reporting capabilities. 

LogMeIn excels in ease of use for users at very different levels of technical expertise. It provides a range of access methods, which makes the platform more agnostic to the device being accessed and the technical capabilities of the end user installing and establishing the connection. Reviewers also call out its fast performance, especially in areas like file transfers. These performance benefits give remote support more agency, rather than relying on end-users to self-serve files and resources. 

Limitations

BeyondTrust Remote Support and LogMeIn Rescue also have some limitations worth considering. 

BeyondTrust has not had as much experience support mobile devices and applications. This immaturity and less-optimized interface is reflected in reviewers’ experiences, which have found the mobile interface far less usable than the desktop version. Implementing updates on the administrative side can also be a buggy or challenging process that requires more attentive change management. 

In contrast, LogMeIn’s ease of use for end-users trades off with a less ideal administrative or IT support experience. For instance, the tools does not easily give full control over remote devices, and requires showing end-users some windows that can cause unnecessary confusion. Initial product implementation on the administrative side is also more difficult than the rest of the user experience. 

Pricing

BeyondTrust offers two prices for its Remote Support product, depending on deployment. The Cloud deployment is $1,995/year/license, and the on-premise deployment is priced by quote from the vendor. 

LogMeIn Rescue is priced at $108.25/month/license, with $37.50/month/license for mobile support as an add-on.