BOMGAR.COM

Support and IT organizations using HEAT Software can integrate Bomgar to improve service levels, centralize support processes and strengthen compliance. The Bomgar integration with HEAT Software increases the effectiveness of your technicians with secure, multi-platform remotesupport and chat capabilities. Plus, it streamlines the end-user experience by allowing them to request remote support from yourself-service portal.

The Bomgar integration with HEAT Software allows a support technician to launch a secure remote support session directly from an incident record to immediately begin remotely diagnosing and resolving issues–increasing first call resolution rates, shortening call handling times andeliminating site visits. Bomgar’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers,point-of-sale (POS) systems, kiosks and mobile devices across operating systems.

HEAT Software Support Capabilities with Bomgar

Service Desk Efficiency: Launch a remote support session directly from HEAT

Streamline Support. Improve Performance.

• Technician-initiated remote support sessions launched directly

from the HEAT Software form.

• Single-click, end-user initiated chat/remote support session via

the HEAT Software support portal.

• Automatic updates of HEAT Software records with details from Bomgar sessions, including links to session recordings, file transfer details, work notes, system info,

and post-session survey results.

• Incoming Bomgar support requests are automatically routed to the least busy technician.

REMOTE SUPPORT

integrated with Heat Software

CONTACT I INFO@BOMGAR.COM I 866-205-3650 (U.S.) I +44 (0)1628-480-210 (U.K./EMEA) I BOMGAR.COM ©2015 BOMGAR, INC. ALL RIGHTS RESERVED WORLDWIDE. BOMGAR AND THE BOMGAR LOGO ARE TRADEMARKS OF BOMGAR CORPORATION; OTHER TRADEMARKS SHOWN ARE THE PROPERT Y OF THEIR RESPEC TIVE OWNERS.

Integrate Secure Chat Support with HEAT SoftwareIntegrating Bomgar with your HEAT Software platform gives you a complete, streamlined remote

support solution. Bomgar includes secure chat support capabilities, so you can offer live help from your website, knowledgebase or self-service support portal.

With Bomgar, you can easily move from chat support to screen sharing and remote control. After the support session, Bomgar updates the HEAT record with the chat transcript and details from the remote

support session.

Support Nearly Any Systemor Device, AnywhereBomgar allows you to access and support all of your systems over the web, even if they are behind firewalls you don’t control.Supporting all of your systems and devices with one solution speeds incident handling time and support rep productivity.

Support remote computers running Windows, Mac, and Linux, or mobile devices running Android or iOS. Plus, technicians can offer support from their preferred device, even an Android tablet or iPad.

Strengthen Security & Compliance

Bomgar strengthens remote support security. Each SSL encrypted connection is outbound, allowing you to connect without VPN or firewall changes. You can also leverage Active Directory and LDAPS to manage authentication, define multiple permissions for teams and technicians, and capture a detailed audit log of every session.

Bomgar’s on-premises physical and virtual appliances have helped thousands of enterprises improve security and satisfy regulatory requirements. And the unique segmentation capabilities of our Bomgar Secure Cloud deployment give you the flexibility of the cloud without compromise.

ABOUT BOMGARBomgar connects people and technology securely, providing leading remote support and privileged access management solutions that strengthen security while increasing productivity. Bomgar solutions help support and security organizations improve business performance by enabling secure, controlled access to nearly any device or system, anywhere in the world. More than 9,000 organizations across 65 countries use Bomgar to deliver superior support services and manage access to valuable data and systems. Bomgar is privately held with offices in Atlanta, Jackson, Washington D.C., Frankfurt, London, Paris, and Singapore. Visit Bomgar at www.bomgar.com.