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Buzz Board

A place for General Topics.

  • 9 Topics
  • 4 Replies
9 Topics
Devin Churchill
BeyondTrust Employee
Devin ChurchillBeyondTrust Employee
published in Buzz Board
New MFA Option for identity.beyondtrust.com - FIDO2

In an effort to enhance security, while simplifying the user experience, BeyondTrust has now enabled FIDO2 for authentication to https://identity.beyondtrust.com  FIDO2 is an authentication standard that enhances security by allowing users to log in to online services without passwords. It uses cryptographic keys stored on devices like security keys, smartphones, or biometrics, providing strong protection against phishing and other attacks. For more information on how to configure this for your Okta account, please see the following Knowledge Base article within our Customer Portal. Regards, Devin ChurchillVP, Customer Success and Adoption 

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Devin Churchill
BeyondTrust Employee
1 day ago
K
BeyondTrust Employee
kellynneBeyondTrust Employee
posted in Buzz Board
BeyondTrust Customer Surveys

It is no secret that BeyondTrust loves to send surveys to our customers. In a world where we are often inundated with surveys or asked for feedback by vendors, there is a belief that the survey responses are sent to an abyss and never seen or referenced by a live person. What you may not know is how seriously BeyondTrust takes the surveys we ask of our customers. A great deal of consideration is put into our surveys- the timing, the personal responses by BeyondTrust CSMs, feedback follow up, and the analysis. The survey responses are analyzed by product, department, sentiment, any way you can imagine. The information is then shared throughout BeyondTrust- every department head along with our Executive Leadership Team. Because of this, BeyondTrust would like to share the importance of the most common surveys you may find in your inbox. Customer Satisfaction Survey- These are emailed to our customers each quarter. They take very little time and ask from 1-10 would you recommend BeyondTru

1
Chitta2019
1 day ago
Lindsay Gallant
BeyondTrust Employee
Lindsay GallantBeyondTrust Employee
posted in Buzz Board
Customer Success Toolkit

Welcome to the BeeKeepers Community! Here at BeyondTrust, we are committed to empowering you with a variety of tools and resources to help you succeed with our products. Below are some of our commonly used resources and how they can benefit you and your team: Support Guide  Our support guide is an inclusive resource where you can read about our commitment to you, different ways to submit a support case, how-to assign severity levels, and tips on how to escalate if needed. Release Notes To ensure you remain up to date on our new releases, we recommend that you sign up for our Release Notes to receive an email update when new versions are released. You can subscribe to any product you’re interested in. This is a great way to ensure you’re not missing out on any new features! Technical Documentation Our comprehensive technical documentation is designed to empower you and enhance your experience with our products.  You can search for specific topics or explore our user guides and tutori

3
Chitta2019
1 day ago
J
BeyondTrust Employee
JoeReillyBeyondTrust Employee
posted in Buzz Board
Benefits of Technical Account Management

BeyondTrust Technical Account Managers (TAMs) act as are your go-to single point of contact for all things technical at BeyondTrust. A TAM is an all-around product expert who can help you understand the features and functionality of your product, while also providing escalation assistance for any Support related requests you may have.  Some of the benefits of having a BeyondTrust TAM: Expertise & Guidance: TAMs offer specialized knowledge about BeyondTrust’s products and services, helping clients optimize their use and solve technical issues.  Incident Reviews: TAMs provide regular ticket reviews with latest updates and next steps by working with support to ensure appropriate visibility and prioritization is on critical customer issues. Additionally, TAMs anticipate potential problems and address them before they escalate, reducing downtime and disruptions.  Enhanced Communication: Through regularly scheduled touchpoints, they act as a bridge between the client and BeyondTrust, fac

0
J
BeyondTrust Employee
6 days ago
NikolettaL
BeyondTrust Employee
NikolettaLBeyondTrust Employee
posted in Buzz Board
Technical Support - Best Practices

In BeyondTrust we offer Technical Support services available to all our customers via several channels if they own a BeyondTrust product and have a valid maintenance contract. All cases will be screened upon submission, regardless of how a support request is started, to guarantee that you get help from the right product expert.You can contact BeyondTrust Technical Support online via Customer Portal.identity.beyondtrust.com BeyondTrust uses Okta for a single authentication source to access the Customer Portal, Ideas Portal, and BeyondTrust University. If you need access to the Customer Portal, please email portalaccess@beyondtrust.com  Or by phoneUSA: (866) 652-3177UK: +44 (0) 1628 480 210The full list of more regional phone numbers to call can be found on the Customer Portal. BeyondTrust Technical Support availabilitySeverity 1: 24 hours a day, 365 days a year - For Severity 1 cases, it is highly recommended you phone one of our listed lines. Severity 2 and 3: Sunday, 7pm US Central Ti

0
NikolettaL
BeyondTrust Employee
7 days ago
J
BeyondTrust Employee
Jason BrennanBeyondTrust Employee
posted in Buzz Board
BeyondTrust Trust Center

BeyondTrust is committed to protecting our customers and their data in the following ways. Please visit the following page for additional information. Corporate Security OverviewBeyondTrust has implemented and continuously maintains a robust security program and Information Security Management System (ISMS), containing appropriate security policies, practices, and procedures to protect our corporate and cloud environments and to mitigate any unauthorized access, destruction, use, modification, or disclosure of our organization’s data and more importantly, our customer’s data.BeyondTrust’s ISMS consists of 26 policies and standards that reflect the organization’s security posture and compliance with industry standards. Cloud SecurityThe cloud-hosted products offered by BeyondTrust are hosted in a third-party data center, specifically Microsoft Azure and Amazon Web Services (AWS), to host customer instances.These providers and their respective regions are configured to provide our custom

0
J
BeyondTrust Employee
8 days ago
DMITRI
BeyondTrust Employee
DMITRIBeyondTrust Employee
posted in Buzz Board
Customer Success Management Engagement and Its Value

At BeyondTrust, we focus on long-term success. Customer Success Management is a proactive non-technical approach that helps our customers to achieve their desired outcomes with our products and services. Customer Success Managers (CSMs) play a pivotal role in this process by fostering strong relationships, providing ongoing support, and driving meaningful results for customers. How CSM Engagement Works?CSM engagement follows a structured process that aligns with the customer’s journey. Here’s a breakdown of how it typically unfolds:Onboarding: CSMs guide customers through the onboarding process, ensuring a smooth transition and that they understand how to use the product effectively. Regular Check-ins: Scheduled touchpoints allow the CSM evaluate the progress of customer objectives, address any concerns, and provide guidance on optimizing their use of the product. Quarterly Business/Success Reviews (QBRs/ QSRs): These reviews offer a formal opportunity to evaluate customer performance,

0
DMITRI
BeyondTrust Employee
8 days ago
Katie Hoskins
BeyondTrust Employee
Katie HoskinsBeyondTrust Employee
posted in Buzz Board
What is the Difference Between Technical Account Managers & Customer Success Managers?

We offer a variety of services at BeyondTrust to help customers get the most value from their investment. Two of those services include Technical Account Managers (TAMs) and Customer Success Managers (CSMs). To understand more about the differences in their roles, let’s first take a closer look at each.Technical Account ManagersBeyondTrust TAMs are technical resources who will partner with you to gain an in-depth knowledge of your BeyondTrust environment, technical accounts, and overall business operations. TAMs are a paid service and offered under three different tiers of support. You can learn more from the TAM Tier Comparison Chart on our website.Customer Success ManagersBeyondTrust CSMs help navigate the Success Journey of your BeyondTrust investment on a day-to-day basis. By learning about your company, your current plans, and long-term goals, CSMs help you realize the most value from your BeyondTrust purchase and track that success. What is the Difference between TAMs and CSMs?Bo

0
Katie Hoskins
BeyondTrust Employee
9 days ago
J
BeyondTrust Employee
Jason BrennanBeyondTrust Employee
posted in Buzz Board
Customer Success Specialist vs. Customer Success Manager – What’s the Difference?

Here at BeyondTrust we’re focused on helping customers realize the maximum value of your investment.   We’ve invested in both Customer Success Specialists (CSS) and Customer Success Managers (CSM) to help you achieve your goals. But what’s the difference? Before we get into that, let’s look at what each of them do. CSS: Our Customer Success Specialists are non-technical resources who are trusted advisors and advocates within BeyondTrust. They are positioned to provide a success-oriented approach to the ongoing operation of your BeyondTrust investment when you need it.  This team is focused on answering any questions coming into our Customer Success mailbox (customer.success@beyondtrust.com).  If they are unable to answer the question, they will find the correct resource who can. CSM: Our Customer Success Managers will help navigate the Success Journey of your BeyondTrust investment on a day-to-day basis. By learning about your company, your current plans, and long-term goals, the CSM w

0
J
BeyondTrust Employee
9 days ago

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