BeyondTrust Remote Support and BeyondTrust Privileged Remote Access (PRA) are BeyondTrust’s two Secure Remote Access products. They share the B Series appliance platform and the Jump Client agent, but they are licensed differently. Remote Support, which serves help desks, is licensed by concurrent representatives, called Active Logins in the contract, with an entitlement of Jump Clients attached to each concurrent licence.[1][2][7] Privileged Remote Access, which governs privileged and vendor access to systems, is licensed by concurrent access-console users and by Active Endpoints, the systems reached through it.[1][8] Both products are sold as Cloud Services Subscriptions or as On-Premise Software Subscriptions on a physical or virtual B Series appliance. Perpetual licences for both were retired, with support ending on 2026-12-31.[12]
Editions
BeyondTrust publishes no edition list or price list for either product. Its documentation distinguishes three deployment variants: Cloud, Pathfinder and On-premises. The On-premises variant runs on the B Series hardware appliance or on the Virtual Appliance.[2][3] For Remote Support, the documentation also names two kinds of licence. The first is full support licences, which give access to the representative console on desktop, web, Android or iOS. The second is chat support licences, which are counted separately on the Status page.[2]
The B Series hardware appliances have their own end-of-sale schedule. The B200 (b.200.9) and B300 (b.300.5) models reach end of life on 2026-12-31, with 26.1 as their last supported version. BeyondTrust names Privileged Remote Access Cloud, Remote Support Cloud and the B Series Virtual Appliance as the typical replacements.[11]
Metrics
| Product | BeyondTrust unit | Catalog row | What is counted |
|---|---|---|---|
| Remote Support | Active Login | Active Login | Representatives logged in concurrently |
| Remote Support | Jump Client | Jump Client | Deployed Jump Clients, against a ratio per concurrent licence |
| Privileged Remote Access | Maximum Concurrent Users | Maximum Concurrent Users | Users logged in to the access console at the same time |
| Privileged Remote Access | Active Endpoints | Active Endpoints | Endpoints (Jump Clients and Assets) accessed |
The contract defines Active Login and Active Endpoints. The Jump Client ratio comes from the EoS and EoL page, and the PRA concurrent-user counter comes from the PRA Status page.[1][7][8]
Counting / floors
Remote Support: concurrent representatives
In the agreement, an Active Login is use of Remote Support by a single service representative who is logged in, directly or indirectly, to the Remote Support server software at a given time. The number of Active Logins is the number of representatives accessing the server software concurrently.[1] The documentation expresses the same rule in product terms. Remote Support “is licensed by concurrent users”, so any number of accounts can be created, but the number logged in to the representative console at once is capped by the licences purchased.[2] The Jump Client guide states that Remote Support is licensed per active representative, not per remote system.[4]
Several technical features change how many licences are in use:
- Extended availability mode. Representatives can turn this on to share sessions while they are not using the representative console. Doing so consumes an additional licence.[2]
- License pools. Administrators can reserve licences for a group of representatives, or cap the licences a group may use. When all other licences are in use, a representative outside a pool with reserved licences is denied login. A pool member is denied login once the pool maximum is reached.[3]
- Invited representatives. An external representative invited into a session takes a licence either from the inviting representative’s pool or from a designated pool. If no pool is designated, the licence comes from the unreserved licences.[3]
- Licence packs. Customers with subscription-based licences can add individual packs that either expire (burst) or reactivate (seasonal). Active packs count toward the support licence total but cannot be assigned to license pools.[2]
Administrators can set email alerts for when licence use reaches a threshold, or when a representative is denied login because of insufficient licences.[3] The LicenseUsage reporting API returns peak licence usage grouped by hour, day or month. It records data only when at least 90% of licences are in use, and it tags each licence with the reason login or extended_contact.[6]
Remote Support: Jump Client entitlement
Jump Clients are agents installed on remote systems for unattended access. BeyondTrust presents Jump Technology as a cost-effective way to reach every device, because the licence counts representatives rather than systems.[4] The EoS and EoL page, however, sets an entitlement ratio. On-premises perpetual or term customers that deployed before 2023-01-01 were exempt from the ratio of 150 Jump Clients per concurrent licence for two years. From 2025-01-01, all new and existing customers are subject to it, and additional Jump Clients are sold through BeyondTrust account representatives.[7] The appliance Status page shows Jump Clients in Use, the number deployed compared with the total available.[8]
Since version 25.2, Remote Support has had two connection types. An Active Jump Client can start an unattended session. A Standby Jump Client cannot, and is used with the Support Button. Standby Jump Clients do not consume a purchased Jump Client licence.[5] Administrators can have the system delete Jump Clients that have not connected for a set number of days (at least 15). They can also choose whether uninstalled Jump Clients stay in the list, marked as Uninstalled, or are removed.[5]
Privileged Remote Access: users and endpoints
The PRA Status page shows the two quantities PRA is sold on. Maximum Concurrent Users is the maximum number of users who can be logged in to the access console at the same time. Endpoint Licenses is the total number of endpoints, meaning Jump Clients and Assets, the site is allowed. Next to them, Endpoints Configured shows the number currently configured.[8] The PRA Licensing report shows concurrent licence usage in real time and over time, with results grouped by hour, day or month.[9]
In the agreement, Active Endpoints are the Endpoints accessed by PRA. An Endpoint is any network device or computer system, virtual or physical, such as a router, server, storage array, database or desktop. It also includes any unique application made accessible through the Secure App feature and any unique URL published as an endpoint through the Web Jump feature.[1] PRA now calls its Jump Items “Assets”. The Asset types include Local Jump, Remote Jump, VNC, RDP, SSH, database connection and Web Jump, and Jump Clients are managed alongside them.[13] When PRA is integrated with Password Safe, clustered Jumpoints can be used, and external Jump items do not count toward the endpoint licence count.[10]
Virtualization & partitioning
Neither product uses a processor or core metric. The agreement’s Endpoint definition covers virtual as well as physical systems, so each virtual machine reached through PRA counts as an endpoint in the same way as a physical server.[1] For Remote Support, virtualization does not affect the representative count. It matters only because a Jump Client on each virtual machine counts toward the Jump Client ratio. The exception is Standby Jump Clients.[5][7] On the appliance side, the EoS and EoL page states that physical and virtual B Series appliances can be mixed in Atlas clusters or failover pairs.[11]
Cloud / BYOL
Remote Support Cloud and PRA Cloud are BeyondTrust-hosted services sold as Cloud Services Subscriptions, and they use the same licence counters as the appliance.[3][9] BeyondTrust names the cloud editions as migration targets for retiring hardware appliances and for perpetual licences. Migration services are not covered by maintenance contracts.[11][12] No bring-your-own-licence mapping to third-party clouds is published.
Programs
- Subscription and support. Support Services are part of each subscription. Customer-controlled major versions of Remote Support and PRA are supported for two years from general availability.[1][7]
- Perpetual retirement. No perpetual Remote Support or PRA licences could be added after 2025-12-31. Maintenance for perpetual licences cannot be bought after 2026-12-31.[12]
- Hardware support. With current maintenance, B Series hardware appliances get repair or replacement for up to two years from purchase. Replacements are limited to a virtual appliance.[11]
- Licence packs. Burst and seasonal packs add Remote Support capacity for a limited period.[2]
Out of scope
This article does not cover Password Safe session management, the Endpoint Credential Manager, integrations such as ServiceNow, or Remote Support chat-only pricing, because BeyondTrust publishes no licensing rule for them. Contract-wide terms, including subscription renewal, usage verification and excess-usage fees, are covered in BeyondTrust licensing.