The sessions can also be paused and transferred to another operator. The stability and reliability of the whole system are very valuable and In our many years of use, we haven’t had one incident, where we weren’t able to provide remote assistance because of ISL issues. The ability to save the computers and categorize them in groups also saves us time. It also allows for a fast glance at the operation of the systems, to see if they are online or not.
The ability to set an “always-on” connection is very valuable, as we don’t have to interact directly with the clients to establish the connection. The icon is also very distinguishable, so it’s easy to explain to the customers what to look for on the website or the desktop. Some clients have become so familiar with the product, that they have it already ready when we call them and they only ask, “what is the number”. Since we only have to provide an eight-digit number to our customers, it makes the whole process much easier and faster. If able to tackle in one sitting, probably would've been a few days, but since it was using more free time from other tasks, it was an ongoing process that took weeks and even into a couple of months to kind of get to a very nice deployment flow where everything was set up and easily usable and easy to onboard somebody else into the tool. I would say really getting it to the basic usability point of being able to log in on the tool and to be able to connect and help somebody was within a couple hours and then developing the customizations, client deployment installations via group policy, transitioning from using local accounts to Azure AD accounts.
I was able to work on it as I was had free time from other tasks. Once we got the initials set up and core administrators that would be using the tool set up with local accounts, it did become a more back burner task. So integrated it with Azure for single sign on, set up the group policies, I would say it was pretty straightforward. BeyondTrust stood up the application and then handed it over just kind of blank, the company at the time did not want to pay the implementation cost. I would say setting up the cloud version was fairly straightforward.
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