Products in Practice

Uncompromising, Enterprise-Grade Security With Rescue

Damon Covey

August 03, 2023

These days it’s rare for everyone at a company to be in the same city, let alone in one physical location behind the same firewall. That means businesses must rely on technologies that support their employees, customers, and partners around the world while ensuring their critical systems and data are protected.  

Security is an ongoing and ever-evolving process and one that we at GoTo take very seriously. We build our products, including Rescue, to help enterprises provide their customers and employees with fast, reliable, and effective remote support – and security is a critical component of our mission. As we look to the second half of 2023 and beyond, we’re bringing our two decades of experience as LogMeIn and now GoTo, and yes, learnings, to deliver new security features and enhancements so Rescue customers around the world have peace of mind that their data remains safe. 

For those unfamiliar with Rescue, or if you just need a quick refresher, here’s a look at just a few of those features that make us an industry leader in secure remote work. 

Security starts with the right permissions

We know you rely on your IT teams for support, but that shouldn’t mean granting technicians free reign over potentially sensitive devices and data. That’s why we developed Rescue’s granular permissions system giving support teams just the right level of access required to resolve an issue, without risking exposure of any confidential or secure information. That means you can easily enable or disable a technician’s ability to remote control the device, take screenshots, run unattended access sessions, and even copy text, depending on your needs. Moreover, our latest Administrator Group Permissions update extends the ability to tailor permissions for admin groups, enabling you to automatically restrict access to features such as preporting, controls, and more based on roles or clearancep.

Asking for permission isn’t just good manners, it’s also an important security safeguard. Rescue gives end users in-depth control over which actions a technician can take when connecting to their device.

Extra protection for an ever-evolving security threat landscape

Because the security landscape is always shifting, Rescue’s additional enterprise security measures have you covered when organizations need to take the protection of their data a step further. With flexible data storage policies, Rescue allows you to control where and how information is stored, reducing security risks and aligning with compliance requirements. Admins can control how they want to handle the retention of personal data (sometimes called Personally Identifiable Information or “PII”), whether in chat data or using our IP retention policy.

Our Restricted Access Package also allows administrators to enable additional access controls, restricting which devices technicians can access and which users can connect with those technicians. This feature is designed to prevent techs from connecting with any users outside the organization, including potentially malicious attackers posing as employees. Another way to protect your business from scammers is by turning on PIN code restrictions for support sessions so only individuals with the code can enter a session. 

For added network security, customers can also request a fully separate domain. This Enterprise Domain, which blocks traffic from all ‘public’ Rescue domains and related subdomains at your organization’s firewall, is designed to only allow your dedicated enterprise traffic to pass. By blocking unauthorized traffic at the source, Rescue helps you cut off any bad actors attempting to access your network. 

Safeguard your account with enterprise-level authentication and encryption

We designed Rescue to not only safeguard your account but also simplify access and make administrators’ jobs easier with powerful authentication and encryption built into the solution’s core. 

Rescue offers secure general account setup, giving you the option of using features like Single Sign On (SSO) and our recently enhanced Azure Active Directory Sync, making credential attacks extremely difficult and allowing administrators to easily and securely onboard or offboard users from a single system repository. It also features powerful TLS 1.2 transport security and built-in AES-256-bit encryption, proprietary peer-to-peer architecture to limit eavesdropping or interceptions exposure, as well as numerous audit trail and reporting features so even in the event of a potential breach, IT teams can quickly identify and neutralize an attack.

Rescue ensures account security with industry-standard two-step and multifactor verification. With our latest update, we now support an even wider range of multifactor authentication with time-based one-time password options, including SMS, email, and any authenticator apps like Microsoft and Google Authentication, to make security easy and convenient regardless of your preferred authentication method.

Strict compliance with global privacy regulations

At GoTo, we work with a huge range of businesses and industries, and that means our products need to come equipped to meet the rigorous compliance requirements and regulations of those enterprises without making customers jump through extra hoops.

We’re proud to say that Rescue maintains SOC 2 Type 2, BSI C5, ISO 27001, APEC CBPR, and PRP and TRUSTe Enterprise Privacy certifications. Additionally, GoTo’s data privacy program is designed to respond to today’s applicable privacy rules and regulations and takes into account many of the world’s major data protection regimes. That includes, but is not limited to, the EU’s General Data Protection Regulation (GDPR), the California Consumer Privacy Act (CCPA) and California Privacy Rights Act (CPRA), Brazil’s General Data Protection Law (LGPD), Australia’s Privacy Rights Act, and many others.  

We built Rescue to give enterprises around the world a powerful remote support tool that prioritizes the highest standards of security without compromising on speed or ease of use. Rescue security ensures you are protected at every step in the remote experience, and that includes your business, your technicians, your employees, and your customers. 

Interested in learning more? Check out our security features page for all the details. 

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