Explanation of Bomgar Terms
This article applies to: Bomgar
For nearly all remote assistance sessions, you will be in direct contact with your technical support provider (TSP) either by phone or through the chat window. This means you are always free to ask questions or get clarification before permitting a particular action.
Here is a partial list of the kinds of things the TSP may ask you to permit. Remember, the TSP can't do these things without your permission.
Start a Session
The TSP will either send you an email message with a link, or tell you a web page to visit and give you a seven-digit session key to enter on that page. You'll then download a small application that coordinates the session activities. Usually this app is uninstalled when the support session ends, but can be left on your computer as a Jump client (see entry below).
Allow Screen Sharing
When you click Allow in the chat window, the TSP gets to see exactly what you see on your monitor(s), and can share the use of your mouse and keyboard. You continue to have control over them as well.
Allow Elevated Privileges
When a support session start, the TSP has only low-level rights to perform actions on your computer. Some activities, such as installing software or changing system settings, require administrative rights. Your TSP may ask you to sign in on an administrative account on your computer (and they CANNOT see what password you type). Some units, when setting up a new computer, may create an administrative account intended for use only by TSPs; if this is the case, the TSP can log into that administrative account. In both cases, you will be asked for permission, and the TSP cannot proceed until you click Yes (or Allow).
Temporarily Remove Your Ability to Control Your Mouse and/or Keyboard
The TSP may temporarily disable your control of your mouse and keyboard. If they do, you will see a large banner across the top of your screen telling you that you can regain control by pressingon your keyboard. The TSP can also re-enable your control at any time.
Blank Your Screen
As an example, say you need to step away from your computer for a few minutes while your TSP is working on my computer remotely. The TSP, with your permission, can blank out your screen so that no one walking past would be able to see what's on your monitors in your absence. Onscreen instructions (visible on an otherwise black background) tell you how you can un-blank your monitors by pressingon your keyboard. The TSP can also turn off screen blanking at any time.
Access Your File System
The TSP can request access to your file system, which allows them to upload or download files.
The TSP can request a report on your system, detailing items like your operating system, the amount of memory you have, etc.
The TSP, with the end user's permission, can "pin" the small application that coordinates BeyondTrust's communication between the two computers. BeyondTrust calls a pinned client a Jump client. A Jump client allows the TSP to initiate a future support session without requiring you (the end user) to go through the steps of downloading and running the small application. The support session itself is exactly like the version where the end user accepts the invitation and downloads the app. The end user still needs to respond to prompts from the TSP, requesting access rights.
Some TSPs (working with some end users) have elevated rights that permit them to run an unattended support session that does not require the end user to be at their computer. Each organization's IT leadership determines whether this capability will be used, and who will have these rights.