What is Bomgar?

Bomgar, now known as BeyondTrust Remote Support, is a secure remote support and remote access solution used by UNBC IT Services.

A few things to know:

• A remote session can only begin with your consent.
• You must actively join the session by using a secure link or session key.
• You can see the technician’s actions on your screen in real time.
• You can end the session at any time.
• When the session ends, the technician no longer has access to your computer.
• ITS staff access only the information necessary to resolve the issue, and are required to follow UNBC privacy and confidentiality obligations.

Once a support session has started, Bomgar can allow your technician to see your screen, and help navigate you through the troubleshooting process.

If, during the troubleshooting process, the technician determines that a restart of your computer is needed, the system will automatically re-connect the support session once your computer restarts. This helps to reduce the effort needed for you and the technician to resolve the issue.

Does Bomgar have access to my device when it is not being used by a technician?

No. Bomgar does not allow ITS staff to access your computer unless an active support session has been initiated and you have granted permission. ITS staff cannot view your screen, or access files on your device when a support session is not in progress. Once the session ends, the technician's access is removed and no further connection can be made without your knowledge and consent.