Help Desk Software

Ridgeland, MS — November 11, 2009

Bomgar, the leading provider of appliance-based, remote support software, today announced it has signed reseller agreements with three new partners in Asia-Pacific. The company continues to expand its international reseller strategy to capitalize on emerging opportunities in overseas markets. The addition of BJ Systems, Datapro Computer Systems and Identity Solutions extends Bomgar’s presence in Japan, Thailand, and Australia and better positions the company to address the growing need for remote computer maintenance services.

Asia-Pacific leads the world in the adoption and use of mobile computing devices. End users are more connected than ever and with the rise of anytime computing, IT organizations have witnessed a steady increase in on-demand tech support to maintain user uptime. Technicians require advanced remote control technology and capabilities to effectively respond to this need. Bomgar’s remote support solution arms IT with the right tools to securely access a diverse and distributed user base through firewalls – despite language, location, operating system or device.

“Asia-Pacific has consistently been a strong market for Bomgar,” states Joel Bomgar, CEO of Bomgar. “We have over 230 customers in the region today and view Asia-Pacific as one of our highest growth opportunities. Establishing the right distribution partnerships is a key component of our strategy. BJ Systems, Datapro Computer Systems and Identity Solutions all have an excellent team and strong customer relationships. We are excited to work with them and accelerate our growth.”

The Bomgar Box™ allows IT to centralize help desk assets and securely control attended and unattended desktops to resolve computer issues via the Internet. Bomgar provides the industry’s only cross-platform remote desktop software for IT to deliver immediate tech support to users or backend systems on a variety of platforms (i.e. Windows, Mac, Linux, WindowsMobile and Blackberry). Additionally, Bomgar’s unique solution is deployed in the demilitarized zone, providing an added level of security when supporting end users or systems also behind the firewall.

“Bomgar is the market leader in remote support solution and was the natural choice when we decided to expand our product portfolio in this arena,” said Victoria Krol, Director and Principle of Identity Solutions. “We are excited to offer Bomgar’s remote desktop control technology to our customer base. With Bomgar, our customers get a cost-effective and secure remote desktop control platform that significantly reduces incident resolution and eliminates on-site tech support visits without compromising security.”

About Bomgar

Bomgar Corporation specializes in appliance-based remote support software. Bomgar allows companies to connect to remote clients and co-workers via the Internet anywhere in the world in seconds. The product allows organizations to optimize support by virtually accessing end-user systems for real-time incident resolution, eliminating the frustration of phone-only tech support. Bomgar provides enterprises with an unparalleled level of security and scalability, while enhancing IT resource management with the benefits of a virtualized help desk. Backed by venture capital, Bomgar has grown steadily since its inception in 2003 and has thousands of customers and strategic partners worldwide. Based in Ridgeland, Miss., the company is also one of the fastest-growing software companies in America ranked by the 2009 Inc. 500.

Contacts:

Nathan McNeill, Vice President of Product Strategy

Bomgar Corporation

nmcneill(at)bomgar.com

601-607-8273

Lauren Whittenberg

Lois Paul & Partners

lauren_whittenberg(at)lpp.com

512-638-5322

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Ridgeland, MS — February 28, 2007

BomgarTM Corporation’s (formerly NetworkStreaming) latest offering, the just released Bomgar Box 100TM is specifically for the SoHo market. The lightest, smallest and most affordable of the company’s remote desktop control solutions, the B100TM is designed to sit on the desk of the individual IT professional to allow fast, easy and secure access to multiple computers requiring support at any location, without prior installation of remote access software.

The B100 is for the small workspace and requires no rack-mountable set up. Sold as a unit, it includes one appliance and one Bomgar software license that can be used by multiple support reps. The B100 enables IT professionals to access remote PCs and Macs in seconds over any Internet connection and through any firewall to avert hardware problems and troubleshoot application and peripheral issues or systems performance on the spot.

The B100 remote desktop control appliance includes maintenance with the first year and, since it’s sold as a one-time purchase instead of an online monthly subscription, IT pros can begin saving money quickly. The B100 gives small IT shops the ability to better compete with national tech support chains as it offers a lower total cost of ownership than ASPs and its appliance platform allows local IT shops to deliver an advanced level of service. Their customers also save money as they are not required to maintain the monthly fees of remote access software in addition to the cost of technical support.

Readily scaled for growth and compliant with the latest regulatory standards, this appliance-based remote desktop control approach also allows IT pros to keep both the product itself and the records of helpdesk sessions stored within their own secure environment, alleviating the liability concerns associated with third party vendors.

“With the emerging number of small IT shops that service local computers, we needed to extend our suite to include a Box specially designed for the SoHo user,” said Joel Bomgar, CEO and founder of Bomgar Corporation. “For these users, the Bomgar Box reduces the time and expense of on-site computer repair by enabling them to handle customer requests more efficiently, while up leveling their quality of service, making them more adept to compete with established technical support brands.”

For more information on Bomgar’s appliance-based remote desktop control solutions, go to www.bomgar.com.

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Bomgar B400

Ridgeland, Miss. — February 24, 2010

Bomgar Corporation, a leading provider of remote control tech support software, today added the B400 Remote Support Appliance to its portfolio. The product is specially designed for large IT call centers, like those at Fiserv and CSC, where thousands of support technicians require remote access to systems for timely and efficient problem resolution. With Bomgar, support reps can remotely troubleshoot a wide array of support issues – including software application or hardware configuration problems, smartphone usability issues and malfunctions on back-end switches and routers.

The B400 runs Bomgar’s award-winning remote desktop control software, which enables technicians to access remote desktops, servers and smartphones for support, regardless of operating system, location or language. Bomgar’s unique appliance-based delivery model offers IT call centers and support organizations a unified platform to address remote support issues. Enterprises can securely provide support to a dispersed end user base, overcoming the geographic barriers that can be an obstacle to efficient problem resolution.

This was a key capability when CSC deployed Bomgar’s B300 appliances: “In some cases, our clients aren’t sitting behind a desk somewhere. They’re using a satellite link to resolve an issue out in the field – often in a place where IT support is critical to their safety or mission,” said Luc Poirier, Manager of Global Desktop Systems Management Engineering at CSC. “Implementation of Bomgar was straightforward compared to other solutions we’ve used. When you’ve got 5,000-plus support reps in different countries, a unified remote support toolset is extremely powerful.”

With the new B400 appliance, large call centers with thousands of support reps can provide tech support to its customers or remote employees at one time. The B400 also improves support capacity for unattended systems. IT service organizations can deploy Bomgar on up to 6,000 managed remote desktops and initiate secure remote support sessions as needed to gain control of unattended systems for real-time technical troubleshooting. Bomgar works on Windows, Mac and Linux computers and servers. It also provides remote control of BlackBerry and Windows Mobile Smartphones as well as SSH and Telnet-enabled devices.

The Bomgar B400 integrates with LDAP, RADIUS and Kerberos, allowing support organizations to manage user access in a centralized, automated fashion. It produces a detailed support audit trail of activity, including videos of remote support sessions to help large IT call centers simplify administration as well as better meet compliance and security policies.

About Bomgar Corporation

Bomgar Corporation specializes in appliance-based remote support software. Bomgar allows companies to connect to remote clients and co-workers via the Internet anywhere in the world in seconds. The product allows organizations to optimize remote support by accessing end-user systems for real-time incident resolution, eliminating the frustration of phone-only tech support. Bomgar provides enterprises with an unparalleled level of security and scalability, while enhancing IT resource management with the benefits of a virtualized help desk. Backed by venture capital, Bomgar has grown steadily since its inception in 2003 and has thousands of customers and strategic partners worldwide. Based in Ridgeland, Miss., the company is also one of the fastest-growing software companies in America ranked by the 2009 Inc. 500.

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Ridgeland, MS — June 17, 2009

Bomgar, a leading provider of enterprise remote support solutions, today announced certification of its integration with HP Service Center. Bomgar also has joined the HP Software Marketplace Referral Program. Now certified across the HP Service Management Software & Solutions portfolio, Bomgar adds remote support, secure chat and automated survey capability to HP Service Management solutions. This significantly reduces incident resolution times, eliminates on-site visits and improves customer service levels.

End-users are becoming increasingly mobile and require on-demand support across a variety of devices and platforms. Bomgar’s enterprise remote support solution enables support technicians to access any device, on any network, at anytime without changing any firewall or network settings or pre-installing any client software. With Bomgar in place, support technicians can access systems from within a service ticket and control a remote device to perform root-cause analysis for on-the-spot troubleshooting and problem resolution. All chat and remote support interaction between the support organization and the end user/device are automatically recorded and updated in the ticket within HP Service Center.

A recent Gartner report highlighted that “IT organizations that are evaluating PC life cycle configuration management or IT service desk solutions also need Internet-based remote control and should add this capability to their RFPs and request details about security controls.” (1)

Bomgar is preferred by enterprises because of its ability to connect to a wide range of device platforms and operating systems and its support for unattended systems access. Bomgar supports Windows 95 through Vista, Mac OSX, four distributions of Linux, and Windows Mobile and Blackberry handheld devices. Bomgar’s patent-pending Jump Technology enables secure remote access to unattended systems which means you can troubleshoot servers, point of sale systems, terminals or unattended desktops.

“Given the current economic environment, IT managers are looking for solutions that improve productivity, deliver higher levels of service, and provide a substantial ROI,” said Joel Bomgar, founder and CEO, Bomgar Corp. “The combination of the Bomgar with HP achieves this goal. This solution helps improve first call resolution rates, service desk capacity, and individual technician productivity.”

“Customers are looking to improve efficiency by giving support technicians the ability to troubleshoot remotely,” said Alan Ota, director, strategic business development, Software & Solutions, HP. “Our solutions, integrated with Bomgar’s enterprise-class remote support, help customers enforce, manage and continuously improve their IT environments in accordance with ITIL best practices.”

(1) – “The Next Generation of Remote-Control Tools is Emerging” by David M. Coyle and Terrence Cosgrove October 17, 2008

For more information on how to improve service desk productivity and eliminate on site dispatches, please visit:

http://www.bomgar.com/hp

About Bomgar:

Bomgar Corporation specializes in appliance-based software for remote support in an enterprise environment. Bomgar allows companies to connect to remote clients and co-workers via the Internet anywhere in the world in seconds. The product allows organizations to optimize support by virtually accessing end-user systems for real-time incident resolution, eliminating the frustration of phone-only tech support. Bomgar provides enterprises with an unparalleled level of security and scalability, while enhancing IT resource management with the benefits of a virtualized help desk. Backed by venture capital, Bomgar has grown steadily since its inception in 2003 and has thousands of customers and strategic partners worldwide. Based in Ridgeland, Miss., the company is also one of the 10 fastest-growing software companies in America ranked by the 2008 Inc. 500.

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www.bomgar.com – Smaller IT help desks can increase their support capacity with Bomgar. Instead of going onsite for support, help desk support staff can offer support virtually. Bomgar enables virtual support for PC, Mac, Linux and Mobile devices; remote access to attended and unattended computers; and full integration into your current infrastructure. -Justin Brock Manager of Online Marketing at Bomgar
Video Rating: 0 / 5

www.bomgar.com – How secure is your remote support technology? Certain features can make the technology more or less secure. But for a true evaluation, you need to look deeper, past the features, to the over-arching architecture of the technology. When you use a software as a service (SaaS) remote support solution, you’re routing sensitive data through a 3rd party. When you use a solution you own, it resides under all the security measures you already have in place. That’s our take on it anyway.
Video Rating: 0 / 5

Ridgeland, MS — April 10, 2007

After diligently surveying the entrepreneurial scene and closely evaluating 800 companies based in North America, Red Herring has identified Bomgar Corporation as one of the top two hundred to play a leading role in innovation and technology, and has selected the company as a finalist for the Red Herring 100 Award. This selection means that BomgarTM, provider of the only appliance-based remote desktop control solution in the remote support market, has been named as one of the leading private technology companies in North America.

“We can see the exciting evolution of the technology sector reflected in the quality and variety of exceptional companies that we had to choose from in putting our list together,” said Joel Dreyfuss, Editor-in-Chief of Red Herring. “It was tough to choose just 200 finalists from such a large list of excellent contenders, and we are very happy with the qualities of the companies we selected as Finalists.”

Now in its 10th year, the Red Herring 100 Awards anniversary will be celebrated at the Red Herring Spring event in Monterey, California on May 1 – 3 at the Hyatt Regency Hotel. The 100 winning companies will be announced, and their CEOs will present their innovative ideas and technologies to an audience of leading entrepreneurs, financiers and corporate strategists.

Since it’s inception in 2003, BomgarTM has consistently doubled its revenues and, in 2006, added over 700 new customers to its growing base of more than 2,500 companies spanning all 50 states and over 30 countries. Bomgar’s clients range from Fortune 500 companies to SMB and Small Office/Home Office and include IT systems integrators, ISPs, colleges and universities, legal and accounting firms, insurance and financial institutions, government organizations, and software vendors. The company also has resellers in the U.S., Canada and South Africa and the U.K.

Bomgar’s innovative appliance-based remote desktop control solution, the Bomgar BoxTM, is customizable from web portal to exit survey and enables Bomgar’s clients to receive access to any computer, anywhere in the world, through any firewall to perform advanced remote support without leaving a software footprint. This is all done through an appliance instead of through third-party data centers, providing unparalleled security and control. Also, because Bomgar’s clients own and house the remote desktop control appliance, monthly fees are eliminated, offering TCO significantly lower than that of Bomgar’s competitors over medium to long-term use.

Bomgar is honored by Red Herring’s selection.

For more information on Bomgar’s appliance-based remote desktop control solutions, go to www.bomgar.com. More information about Red Herring is available at www.redherring.com. Red Herring’s Spring event information is at http://www.herringevents.com/spring07/index.html.

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Related Bomgar Press Releases

Rep side view of Bomgar running a Windows 7 64-bit support session

Ridgeland, Mississippi — October 27, 2009

Bomgar Corporation™, a leading provider of appliance-based remote support software, announced the latest version of its product with expanded platform support and new productivity features. Bomgar 10.4 supports Windows 7 and includes new management tools that allow technicians to handle the increased support workloads anticipated by the upgrade to Windows 7 over the next 18 months. Bomgar’s unified approach to remote support lets organizations manage support across distributed environments and a wide array of operating systems without compromising security.

“Support departments are entering a new phase marked by the introduction of Windows 7,” said Nathan McNeill, Bomgar’s vice president of product strategy. “And with PC demand expected to reset in 2010, IT organizations are challenged to handle this inevitable hardware refresh as recent cutbacks have strained staff resources. Bomgar provides an optimal solution for IT support to work virtually and overcome the obstacles of geography, diverse technology systems and access barriers.”

In addition to supporting Windows 7, Bomgar 10.4 helps IT manage the anticipated onslaught of tech support requests resulting from the technology and end user change associated with a large-scale IT infrastructure overhaul. The following features are a few core capabilities added to the platform based on customer feedback:

Expanded OS Support: IT organizations need secure remote control technology that can reach across multiple operating systems (e.g., Windows, Mac, Linux, Windows Mobile and Blackberry). Bomgar 10.4 features full support for Windows 7 systems, expands Linux support for reps to include Ubuntu and Red Hat, deepens Mac support to bring capability into parity with a Windows system running Bomgar.
Equilibrium and Rep Invite: Bomgar 10.4 provides tools to improve the overall agility of IT support teams. Equilibrium enables support organizations to automatically adjust to spikes in demand, filtering requests across the team based on availability. Reps can also seamlessly add external technicians into a remote session for advanced troubleshooting.
Shell Jump and Jump Zone Proxy: Eliminating access barriers and the need to have a direct Internet connection, Bomgar 10.4 features new secure remote access tools to reach systems. Shell Jump provides direct, command line access to a variety of network devices, including servers and routers without initiating screen sharing, and Jump Zone Proxy allows IT to access systems with no direct Internet connection (i.e. kiosks).

Bomgar delivers cross-platform, appliance-based remote support software that allows IT to centralize help desk assets and securely remote control attended and unattended desktops to resolve computer issues via the Internet. It includes out-of-the-box integration with BMC and HP service desk products and reporting features that help businesses comply with regulations such as PCI, SOX, HIPAA and FDCC. Centralized in a secure software appliance, Bomgar’s remote support technology provides organizations of all sizes with the resources required to identify and resolve costly technology and business issues that cycle through the help desk.

Specifications and Availability

Bomgar 10.4 is software designed to run on the Bomgar Box and will be available on November 16, 2009. Technical specifications can be found on the website at www.bomgar.com/10.

About Bomgar

Bomgar Corporation specializes in appliance-based remote support software. Bomgar allows companies to connect to remote clients and co-workers via the Internet anywhere in the world in seconds. The product allows organizations to optimize support by virtually accessing end-user systems for real-time incident resolution, eliminating the frustration of phone-only tech support. Bomgar provides enterprises with an unparalleled level of security and scalability, while enhancing IT resource management with the benefits of a virtualized help desk. Backed by venture capital, Bomgar has grown steadily since its inception in 2003 and has thousands of customers and strategic partners worldwide. Based in Ridgeland, Miss., the company is also one of the fastest-growing software companies in America ranked by the 2009 Inc. 500.

Contacts:

Nathan McNeill, Vice President of Product Strategy

Bomgar Corporation

601-607-8273

Lauren Whittenberg

Lois Paul & Partners

512-638-5322

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www.bomgar.com – Bomgar can accelerate the ITIL initiative at your help desk. Bomgar assists with incident management by giving help desk support representatives remote access to problem machines. Bomgar also assists with problem management. Reports and videos of help desk support sessions can be exported from Bomgar to populate the help desk knowledgebase.
Video Rating: 3 / 5

www.bomgar.com – Bomgar has basic online presentation and screen sharing built into its core software. Give an online presentation to multiple online attendees.

The tabbed support interface of Bomgar’s Representative Console allows support technicians to run multiple remote support sessions at once.
Video Rating: 0 / 5