Multi-tenant remote support
Best multi-tenant remote support tools for MSPs
Bomgar and BeyondTrust deliver enterprise-grade remote support, but at enterprise pricing. ConnectWise ScreenConnect, Splashtop, and TeamViewer cover the SMB tier. Lavawall® offers browser-based, multi-tenant remote support with country-restricted access on by default, bundled with the rest of the MSP platform.
The short answer: the best remote-support tool for an MSP runs in the browser, isolates every client tenant, restricts access to approved countries by default, secures each session with TLS-in-TLS and mutual certificates, and records sessions for compliance. Lavawall® does all of this with no operator agent to install, adds Backstage shell access for unattended work, and bundles remote support with patching, GRC, breach detection, helpdesk, and SaaS and shadow-AI discovery in one console.
Why remote support is a security decision
Remote support is critical infrastructure for a managed service provider. Most MSPs rely on ConnectWise ScreenConnect, Splashtop, TeamViewer, AnyDesk, or BeyondTrust and Bomgar. The trouble is that a remote-support session is exactly the high-value, lateral-movement target attackers look for, and most tools ship with generic security defaults.
The pattern worth adopting has four traits: it is browser-based, multi-tenant by default, country-restricted by default, and bundled with the rest of the platform so it is not one more standalone invoice.
What to look for
Seven criteria for MSP-grade remote support.
Browser-based operator workflow
Technicians should not need a heavy native client to start a session.
Multi-tenant by default
Per-client isolation, technicians see only entitled tenants, and per-client branding.
Country-level access restrictions by default
An approved-country list as the default access control, not an optional add-on.
Mutual cert authentication and TLS-in-TLS tunnelling
Remote-support sessions are exactly the high-value lateral-movement target attackers look for.
Intelligent Backstage
A shell and admin tools without disturbing the user, and one that still works on Windows 11. Lavawall's Backstage extends the real built-in Windows admin apps, grouped Task Manager, per-process detail, an enriched file explorer, Services, Startup, and a classified Event Log, instead of a shrinking box of half-working shortcuts.
Session recording and audit
Compliance frameworks increasingly expect privileged-session recording.
Bundled with the rest of the MSP platform
Standalone remote support adds another invoice and another console.
Options to evaluate
Lavawall®: browser-based multi-tenant remote support bundled with the platform
A browser-based operator workflow with no operator agent to install. Multi-tenant by default. Country-level access restrictions on by default, with an approved-country list per tenant. TLS-in-TLS tunnelling with mutual certificate authentication. Backstage shell access. Bundled with Lavawall® alongside patching, GRC, breach detection, helpdesk, and SaaS and shadow-AI discovery.
Best when: MSPs that want browser-based, country-restricted remote support bundled with the rest of the security and compliance platform.
BeyondTrust / Bomgar Remote Support: enterprise privileged remote support
Mature enterprise-grade remote support with deep audit and PAM integration. Strong if the customer is at enterprise scale, though pricing is enterprise-grade too.
Best when: Enterprises with dedicated PAM programs, or large MSPs serving regulated enterprise tenants.
ConnectWise ScreenConnect (Control): MSP remote-control
A long-established MSP remote-control product with a native client and strong session features. Multi-tenant is configurable, and country-restriction is not the default.
Best when: ConnectWise-stack MSPs.
Splashtop / TeamViewer / AnyDesk: generic remote-control
Generic remote-control products with MSP plans and reasonable feature sets at SMB pricing. Security defaults are generic, and multi-tenant work requires configuration.
Best when: Smaller MSPs with simple remote-control needs.
How Lavawall® fits
Lavawall® remote support runs in the browser, with no operator agent to install and no separate native client to maintain. The technician launches a session from the device-context view of the user's ticket.
Country-level restrictions are on by default. Each tenant has an approved-country list, and sessions from countries outside that list are blocked. Most credential-based remote-support attacks originate from outside the normal geography of the MSP and the tenant, so default-restricting closes the most common attack vector.
Session-level security uses TLS-in-TLS tunnelling with mutual certificate authentication. Backstage shell access is available for unattended administrative work: a hidden, isolated Windows desktop where a technician can run administrative tasks without interrupting the user, with 45+ built-in Windows admin tools reachable straight from browser tabs. Because remote support is bundled with the rest of the platform, sessions launch from the same console as patching, GRC, ticketing, and breach detection.
Frequently asked
- Why country-restriction by default?
- Credential-based remote-support attacks overwhelmingly originate from outside the normal geography of the MSP and the tenant. Default-restricting to approved countries closes the most common attack vector and forces a deliberate exception for legitimate travel.
- Does Lavawall® replace BeyondTrust / Bomgar?
- For most MSP scenarios, yes. For very large enterprises with dedicated PAM programs, BeyondTrust's depth at the privileged-access tier remains the gold standard; Lavawall® complements rather than replaces it in those cases.
- Can I record sessions for compliance?
- Yes. Session recording is supported and feeds into Lavawall® GRC evidence for the relevant control families.