What do you like best?
This tool was certainly made with security in mind. When you are in a support session with a customer, all the activities and permissions given get logged in the audit log of the session. The video recording is a great plus and I appreciate it's also in high resolution. It's also compatible with enterprise-grade tools, such as Kerberos authentication and LDAP for user directory retrieval. For mission-critical organizations, the failover set up is also very nice and easy to setup. Last but not least, the documentation is very clear and well covered, and that is a great advantage over many tools of the industry. What I like most is that they really seem to hear the market, because when I get asked as a consultant about a feature, within a few clicks away I find it in the tool.
What do you dislike?
If you size it incorrectly during the deployment into a hypervisor, it will take a lot of RAM and it might take a lot of resources to the point the entire hypervisor gets unusable. However, that scenario is not very likely, specially if you followed up the documentation properly.
Recommendations to others considering the product
When deploying the solutions, please make sure you have all the requirements mentioned in the documentation before attempting to deploy the appliance. Otherwise you will hit roadblocks and doing "ad-hoc" setups that will not be best practice when deploying the solution.
What business problems are you solving with the product? What benefits have you realized?
The granular permissions model and the audit log and video the product offers, is a great benefit for those customers that need to comply with heavy regulations, so when choosing remote support tools, this choice is an easy call on BOMGAR, because of this.