BeyondTrust Remote Support

General Information

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

Website:	Go to site
Description:	BeyondTrust Remote Support is a software solution that allows users to remotely connect to end-user systems from their computer or mobile device. Users can access and control systems and devices remotely, including personal computers, smartphones, tablets and servers. This entry covers the Desktop Edition of this technology and not any mobile versions. Please note that the implementation of mobile technology applications that operate on Mobile Operating Systems must be reviewed and approved by the Mobile Technology and Endpoint Security Engineering Team: https://dvagov.sharepoint.com/sites/OITMT/SitePages/MTHome.aspx The TRM decisions in this entry only apply to technologies and versions owned, operated, managed, patched, and version-controlled by VA. This includes technologies deployed as software installations on VMs within VA-controlled cloud environments (e.g., VA Enterprise Cloud (VAEC)). Cloud services provided by the VAEC, which are listed in the VAEC Service Catalog, and those controlled and managed by an external Cloud Service Provider (i.e., SaaS) are not in the purview of the TRM. For more information on the use of cloud services and cloud-based products within VA, including VA private clouds, please see the Enterprise Cloud Solutions Office (ECSO) Portal at: https://dvagov.sharepoint.com/sites/OITECSO Note: The vendor page has changed from Bomgar Corporation to BeyondTrust Corporation.
Technology/Standard Usage Requirements:	Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information:	This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision:	View Decisions

Decision Source:	TRM Mgmt Group
Decision Process:	One-VA TRM v24.3
Decision Date:	03/11/2024 at 14:14:08 UTC
Introduced By:	TRM Request
Vendor Name:	BeyondTrust Corporation

Vendor Release Information

The Vendor Release table provides the known releases for the TRM Technology, obtained from the vendor (or from the release source).

Version	Release Date	Vendor End of Life Date	Vendor Desupport Date
15.x	04/21/2015
16.x	12/06/2016
18.x
19.x	05/21/2019
21.x	07/01/2021
22.x	12/22/2022
23.x	05/23/2023

Current Decision Matrix (03/05/2024)

Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.

The VA Decision Matrix displays the current and future VA IT position regarding different releases of a TRM entry. These decisions are based upon the best information available as of the most current date. The consumer of this information has the responsibility to consult the organizations responsible for the desktop, testing, and/or production environments to ensure that the target version of the technology will be supported. Any major.minor version that is not listed in the VA Decision Matrix is considered unapproved for use.

Legend:

White	Approved: The technology/standard has been approved for use.
Yellow	Approved w/Constraints: The technology/standard can be used within the specified constraints located below the decision matrix in the footnote[1] and on the General tab.
Gray	Unapproved: This technology or standard can be used only if a POA&M review is conducted and signed by the Authorizing Official Designated Representative (AODR) as designated by the Authorizing Official (AO) or designee and based upon a recommendation from the POA&M Compliance Enforcement, has been granted to the project team or organization that wishes to use the technology.
Orange	Divest: VA has decided to divest itself on the use of the technology/standard. As a result, all projects currently utilizing the technology/standard must plan to eliminate their use of the technology/standard. Additional information on when the entry is projected to become unapproved may be found on the Decision tab for the specific entry.
Black	Prohibited: The technology/standard is not (currently) permitted to be used under any circumstances.
Blue	Planning/Evaluation Constraint:The period of time this technology is currently being evaluated, reviewed, and tested in controlled environments. Use of this technology is strictly controlled and not available for use within the general population. If a customer would like to use this technology, please work with your local or Regional OI&T office and contact the appropriate evaluation office displayed in the notes below the decision matrix. The Local or Regional OI&T office should submit an inquiry to the TRM if they require further assistance or if the evaluating office is not listed in the notes below.

Release/Version Information:

VA decisions for specific versions may include a ‘.x’ wildcard, which denotes a decision that pertains to a range of multiple versions.

For example, a technology approved with a decision for 7.x would cover any version of 7.(Anything) - 7.(Anything). However, a 7.4.x decision would cover any version of 7.4.(Anything), but would not cover any version of 7.5.x or 7.6.x on the TRM.

VA decisions for specific versions may include ‘+’ symbols; which denotes that the decision for the version specified also includes versions greater than what is specified but is not to exceed or affect previous decimal places.

For example, a technology approved with a decision for 12.6.4+ would cover any version that is greater than 12.6.4, but would not exceed the .6 decimal ie: 12.6.401 is ok, 12.6.5 is ok, 12.6.9 is ok, however 12.7.0 or 13.0 is not.

<Past

CY2023

CY2024

CY2025

Future>

Release

Q1

Q2

Q3

Q4

Q1

Q2

Q3

Q4

Q1

Q2

Q3

Q4

15.x

Unapproved

16.x

Unapproved

18.x

Unapproved

19.x

Unapproved

21.x

Approved w/Constraints
[1, 5, 6, 7]

Approved w/Constraints
[1, 5, 7, 8]

Unapproved

22.x

Unapproved

Divest
[7, 8, 9, 10, 11]

Unapproved

23.x

Unapproved

Approved w/Constraints
[7, 8, 9, 10, 11]

Decision Constraints


[1]	Per the Initial Product Review (IPR): Administrators should ensure that insecure communication protocols are disabled. Due to potential information security risks, SaaS/PaaS solutions must complete the Veterans-Focused Integration Process Request (VIPR) process where a collaborative effort between Demand Management (DM), Enterprise Program Management Office Information Assurance (EPMO IA), Project Special Forces (PSF), Enterprise Cloud Solutions Office (ECSO), Chief Technology Officer (CTO), and stakeholders determines the SaaS/PaaS category during the Discovery Phase. All SaaS and Non-AWS/Azure (VAEC) PaaS assets are routed to EPMO IA for Analysis and Approval to Operate (ATO) with technical oversight, acquisition, production, and sustainment provided by PSF. All mobile devices processing and transmitting VA data must adhere to the following: • If the app is going to be connecting to VA systems or is using VA data, then it must go through the process of getting fully approved for use of PHI/PII/sensitive data. This involves both an analysis of the app, and of the backend system. • Must be GFE and on the Mobile Technology and Endpoint Security Engineering approved device list. • All applications developed and used must store and transmit data using a FIPS 140-2 (or its successor) validated application (or the application data resides in a container-based encryption solution), and must be listed in VA’s TRM. FIPS 140-2 is required for data at rest and data in transit when it contains PII/PHI/sensitive information. There are two methods for this. One is the device itself provides full-device encryption for all storage and have a protected connection back to VA; the other is the application must be `wrapped` by a FIPS 140-2 validated solution. This would protect the information on a device that does not have data protected any other way.

[2]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISO (Information Security Officer) to ensure compliance with VA Handbook 6500.

[3]	Due to National Institute of Standards and Technology (NIST) identified security vulnerabilities, extra vigilance should be applied to ensure the versions remain properly patched to mitigate known and future vulnerabilities. The local ISO can provide assistance in reviewing the NIST vulnerabilities.

[4]	Due to potential information security risks for cloud-based technologies, users should coordinate closely with their facility ISSO for guidance and assistance on cloud products. If further guidance is needed contact the Enterprise Cloud Solution Office (ECSO), which is the body responsible for new software development in and migration of existing systems to the VA Enterprise Cloud (VAEC) and ensuring organizational information, Personally Identifiable Information (PII), Protected Health Information (PHI), and VA sensitive data are not compromised within the VAEC. For information about Software as a Service (SaaS) products or to submit a SaaS product request with the Project Special Forces (PSF) team, please use their online form. (Ref: VA Directive 6004, VA Directive 6517, VA Directive 6513 and VA Directive 6102).

[5]	Due to potential information security risks for cloud-based technologies, users should coordinate closely with their facility ISSO for guidance and assistance on cloud products. If further guidance is needed contact the Enterprise Cloud Solution Office (ECSO), which is the body responsible for new software development in and migration of existing systems to the VA Enterprise Cloud (VAEC) and ensuring organizational information, Personally Identifiable Information (PII), Protected Health Information (PHI), and VA sensitive data are not compromised within the VAEC. For information about Software as a Service (SaaS) products or to submit a SaaS product request with the VA OIT Product Engineering team, please use their online form. (Ref: VA Directive 6004, VA Directive 6517, VA Directive 6513 and VA Directive 6102).

[6]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISSO (Information System Security Officer) to ensure compliance with VA Handbook 6500.

[7]	Due to National Institute of Standards and Technology (NIST) identified security vulnerabilities, extra vigilance should be applied to ensure the versions remain properly patched to mitigate known and future vulnerabilities. The local ISSO (Information System Security Officer) can provide assistance in reviewing the NIST vulnerabilities.

[8]	Veterans Affairs (VA) users must ensure VA sensitive data is properly protected in compliance with all VA regulations. All instances of deployment using this technology should be reviewed by the local ISSO (Information System Security Officer) to ensure compliance with both VA Handbook 6500 and VA Directive 6500.

[9]	Users must ensure that Microsoft Structured Query Language (SQL) Server, Firefox, Google Chrome, and Microsoft Edge are implemented with VA-approved baselines. (Refer to the ‘Category’ tab under ‘Runtime Dependencies’) If free trialware is utilized, the software must be purchased or removed at the end of the trial period. Users must not utilize TELNET, as it is at the time of writing, unapproved in the TRM. Users must not utilize the Secure Sockets Layer (SSL) protocol, as it is unapproved for use on the TRM. Users must not utilize Hyper-V Server, as it is at the time of writing, unapproved in the TRM. Per the Initial Product Review, users must abide by the following constraints: Administrators should ensure that insecure communication protocols are disabled. Due to potential information security risks, SaaS/PaaS solutions must complete the Veterans-Focused Integration Process Request (VIPR) process where a collaborative effort between Demand Management (DM), Enterprise Program Management Office Information Assurance (EPMO IA), Digital Transformation Center (DTC), Enterprise Cloud Solutions Office (ECSO), Chief Technology Officer (CTO), and stakeholders determines the SaaS/PaaS category during the Discovery Phase. All SaaS and Non AWS or Azure (VAEC) PaaS assets are routed to EPMO IA for Analysis and Approval to Operate (ATO) with technical oversight, acquisition, production, and sustainment provided by DTC. All mobile devices processing and transmitting VA data must adhere to the following: • If the app is going to be connecting to VA systems or is using VA data, then it must go through the process of getting fully approved for use of PHI/PII/sensitive data. This involves both an analysis of the app, and of the backend system. • Must be GFE and on the Mobile Technology and Endpoint Security Engineering approved device list. • All applications developed and used must store and transmit data using a FIPS 140-2 (or its successor) validated application (or the application data resides in a container-based encryption solution), and must be listed in VA’s TRM. FIPS 140-2 is required for data at rest and data in transit when it contains PII/PHI/sensitive information. There are two methods for this. One is the device itself provides full-device encryption for all storage and have a protected connection back to VA; the other is the application must be `wrapped` by a FIPS 140-2 validated solution. This would protect the information on a device that does not have data protected any other way. System owners should use the latest version of this product and monitor both the CVE Details and NIST National Vulnerability Database websites for any new security vulnerabilities. Based on CISA recommendations in their Guide to Security Remote Access Software, Organizations should limit the number of remote access solutions due to the HIGH risk of exploit (due to their ability to bypass multiple security and risk management solutions). Other VA APPROVED solutions should be considered. The referenced cryptographic module should not be included by Federal Agencies in new procurements. Agencies may make a risk determination on whether to continue using this module based on their own assessment of where and how it is used.

[10]	Per the May 5th, 2015 memorandum from the VA Chief Information Security Officer (CISO) FIPS 140-2 FIPS 140-2 Validate Full Disk Encryption (FOE) for Data at Rest in Database Management Systems (DBMS) and in accordance with Federal requirements and VA policy, database management must use Federal Information Processing Standards (FIPS) 140-2 or its successor to protect the confidentiality and integrity of VA information at rest at the application level. If FIPS 140-2 encryption at the application level is not technically possible, FIPS 140-2 or 140-3 compliant full disk encryption (FOE) must be implemented on the storage device where the DBMS resides. Appropriate access enforcement and physical security control must also be implemented. All instances of deployment using this technology should be reviewed to ensure compliance with VA Handbook 6500 and National Institute of Standards and Technology (NIST) standards. It is the responsibility of the system owner to work with the local CIO (or designee) and Information System Security Officer (ISSO) to ensure that a compliant DBMS technology is selected and that if needed, mitigating controls are in place and documented in a System Security Plan (SSP). By September 22, 2026, all FIPS 140-2 certificate validations will be placed on the Historical List, please refer to FIPS Transition Effort for further guidance and timeline of changes.

[11]	Due to potential information security risks for cloud-based technologies, users should coordinate closely with their facility ISSO for guidance and assistance on cloud products. If further guidance is needed contact the Enterprise Cloud Solution Office (ECSO), which is the body responsible for new software development in and migration of existing systems to the VA Enterprise Cloud (VAEC) and ensuring organizational information, Personally Identifiable Information (PII), Protected Health Information (PHI), and VA sensitive data are not compromised within the VAEC. For information about Software as a Service (SaaS) products or to submit a SaaS product request, visit the Product Marketplace. (Ref: VA Directive 6004, VA Directive 6517, VA Directive 6513 and VA Directive 6102).

Note:

At the time of writing, version 23.3.4 is the most current version, released 2/13/2024.

References

The following reference(s) are associated with this entry:
Type	Name	Source	Description
*NOTE: Vendor provided information is subject to the accuracy of the manufacturer.

Technology Components

Note: This list may not be complete. No component, listed or unlisted, may be used outside of the technology in which it is released. The usage decision for a component is found in the Decision and Decision Constraints.
Name	Description
No components have been identified for this entry.

VA Categories View the VA Categorization Framework

Domain Area	Category	Customer Guidance	Category Locked By ELT Date
Systems Management Systems Management Tools	Remote Desktop Management

Operating Systems Supported by the Technology

Amazon Linux - Approved w/Constraints
macOS - Approved w/Constraints
Red Hat Enterprise Linux (RHEL) - Approved w/Constraints
Windows Client - Approved w/Constraints
Windows Server - Approved w/Constraints

Technologies/Standards Relationships

Runtime Dependencies:

Acropolis Hypervisor (AHV) - (required for some configurations)
CA Service Desk Manager (SDM) - (required for some configurations)
JIRA - (required for some configurations)
Microsoft .NET Framework
Microsoft Access
Microsoft Edge. - (required for some configurations)
Microsoft Structured Query Language (SQL) Server
Remedy - (required for some configurations)
Safari - (required for some configurations)

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

This technology may improve productivity for specific staff whose responsibilities include gathering data on network and device health, automating maintenance, Personal Computer (PC) setup and configuration, remote recovery and backup, and patch management.
This technology has a comprehensive set of documentation.

Adoption Risks

This technology can potentially use Hyper-V Server, an unapproved technology.
This technology can integrate with and alter database technologies.
This technology can potentially use Secure Sockets Layer (SSL), an unapproved protocol.
BeyondTrust Remote Support supports insecure communications protocols including telnet.
BeyondTrust Remote Support has multiple CRITICAL CVE’s affecting versions of this software including CVE-2023-4310.
Remote access solutions such as BeyondTrust Remote Support are HIGH risk of exploit (due to their ability to bypass multiple security and risk management solutions).
Due to the rapid release schedule of this technology, the VA may be unable to update to the most recent patch and may require a deployment model requiring the use of specific versions.
This technology has a free trial period, which carries the potential for the disruption of service delivery and inaccurate financial planning.
The potential exists to store Personally Identifiable Information (PII), Protected Health Information (PHI) and/or VA Sensitive data and proper security standards must be followed in these cases.
Other approved solutions that provide similar functionality are available on the TRM. The use of several similar solutions may increase organization requirements for support and maintenance.
There are known Common Vulnerabilities and Exposures (CVEs) associated with this technology. Please see https://nvd.NIST.gov/vuln/search for more details.
This product is not the Department of Veterans Affairs (VA) approved remote connection solution to connect to host systems and servers.
FIPS Cert #3390 is listed in HISTORICAL status.
BeyondTrust Remote Support offers an Appliance-as-a-Service cloud solution.
The BeyondTrust Representative Console mobile app is not a VA approved app.

Architectural Benefits

This technology is portable as it runs on multiple TRM-approved operating systems.
This technology is compatible with virtual machines, therefore consistent with the enterprise Server Virtualize First Policy (VAIQ 7266972 08-27-2012).
This technology is compatible with multiple other Technical Reference Model (TRM) technologies and standards used by the organization.
This technology can use a VA-preferred database.

Architectural Risks

This product includes cloud-based functionality which has potential information security risks.

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Vendor Release Information

Current Decision Matrix (03/05/2024)

Decision Constraints

References

Technology Components

VA Categories View the VA Categorization Framework

Operating Systems Supported by the Technology

Technologies/Standards Relationships

Runtime Dependencies:

Comparable Technologies:

Companion Technologies/Supported Standards:

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Adoption Benefits

Adoption Risks

Architectural Benefits

Architectural Risks

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VA Technical Reference Model v 24.7

General Information

Vendor Release Information

Current Decision Matrix (03/05/2024)

Decision Constraints

References

Technology Components

VA Categories View the VA Categorization Framework

Operating Systems Supported by the Technology

Technologies/Standards Relationships

Runtime Dependencies:

Comparable Technologies:

Companion Technologies/Supported Standards:

General Analysis

Adoption Benefits

Adoption Risks

Architectural Benefits

Architectural Risks

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