GOTO TECHNOLOGIES UK LIMITED

Rescue

A web-based remote support and customer-care service used by helpdesk professionals to provide remote assistance via Internet without need for pre-installed software. With the permission of end-user, Allows helpdesk to access and view and/or assume control of computer. Communicating through a chat window, technician can vet, diagnose and repair problems.

Features

• remote support
• mobile engagements
• diagnostic and system information
• internal and external technician collaboration
• out-of-the-box integrations and APIs
• seamless connections from your website
• customizable workflows
• configurable agent and group permissions
• real-time monitoring
• robust reporting

Benefits

• customizable to your needs
• easy to use for agents and end-users
• unrelenting security
• simple administration
• ongoing support 24/7
• built-in camera share

£595 a licence

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at PartnerOps-International@GoTo.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

421938437323582

Contact

Channel Sales operations @ GoTo
00353858885888
PartnerOps-International@GoTo.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None; no hardware costs. GoTo handles management and maintenance, provides 3+ annual free upgrades, and, via multiple datacenters, makes complete availability possible. With SaaS solution we are able to scaleon demand and provide redundancy without purchasing multiple instances.
• System requirements: https://support.logmeinrescue.com/rescue

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: "24x7 Phone Support with an average answer time of 30-60 seconds ; 24x7 Email Support with an initial response within 24hours; Our support is rated #1 across competitive sites and reviews from numerous customers.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: "We conducted 3rd party independent assessments to train our teams on development practices and tools required to achieve WCAG 2.1 Level AA compliance for our web chat tool, which powers the support chatbot. These include the following testing methods:; •JAWS 15 (or above) screen reader with Internet Explorer 11; • NVDA screen reader with Firefox; • Dragon naturally speaking 12+ with IE; • ZoomText 10+ with Internet Explorer; • Ensure the service can be used without a mouse – Chrome; • Ensure the service is accessible to people who have a disability but do not require; assistive technology – Chrome/Safari; Colour Blind, Dyslexic, Learning Disabilities, Deaf, Aspergers, and Anxiety/Panic; disorder; • Testing on iPad and iPhone using native browser; • VoiceOver with Safari on iPhone; • Zoom with Safari on iPad; • TalkBack on Android; ; These were conducted both via automated and manual testing approaches"
• Onsite support: Yes, at extra cost
• Support levels: "Your CSM will provide and discuss all training options that will best fit your organizational needs. We can be as involved as hosting private, tailored training for your users or educate them about our online resources and live, public trainings offered almost daily. ; ; In addition, you will have; Localized, 24/7 phone & web support ; Dedicated account management for major accounts; ; Your CSM and Account Manager is dedicated to your account. Our 24x7 support is shared, however we have experts at all levels to make sure your inquiries are addressed in an efficient and effective way."
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: You will have the support of a Customer Success Manager. Overall, we designed Rescue with the aim of easy implementation and even easier use. Next to trainings provided by your dedicated CSM, we are also offering a variety of publicly available resources to advance in a pace of your choice:; -Rescue Online Help is available in the form of FAQ, support articles, documentation, scripts, and links; Rescue product documentation is readily available online for both the Rescue Technician Console and Rescue Administration Center; Rescue Resources page provides several on-demand videos and webinars for an even more extensive understanding of the Rescue functionalities; Even more, our Embark program offers you checklists, live trainings and self-paced learnings.; https://embark.logmeininc.com/admin#rescue
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Customers may request return and/or deletion of their Customer Content by submitting a request using GoTo’s Individual Rights Management Portal (“IRM”), via support.logmeinrescue.com, or by e-mailing privacy@goto.com. Requests shall be processed within thirty (30) days of receipt by GoTo, however, in the unlikely event we need more time, we will provide notice as soon as possible of any anticipated delayed and revised completion deadline.; Unless otherwise required by applicable law, Customer Content shall automatically be deleted ninety (90) days after the termination, cancellation, or expiration and, in each case, deprovisioning of Customer’s then-final subscription. Upon written request, GoTo may provide written confirmation/certification of Content deletion.
• End-of-contract process: As specified in the "End-of-contract" process, each customer may delete or export relevant Customer Content, and in any regard, such Content would be subject to reasonable retention periods (as specified in the "end-of-contract data extraction" section above). Additional information can be found at the product-specific Technical and Organizational Measures Resource (https://www.goto.com/company/trust/resource-center). GoTo is always seeking feedback and areas for improvement, both throughout the contract lifecycle, as well as thereafter; this may include, if permitted to do so, soliciting input from our users.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Please reference the following site for what is supported for Mobile Support: https://www.logmeinrescue.com/remote-support-features/mobile-support
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The Technician Console has an intuitive user interface that lets technicians manage unlimited support and chat sessions in a single window. The tabbed interface allows technicians to easily toggle between up to ten active sessions and “tear away” remote control session windows for organized viewing, a requirement for multi-monitor setups. Features such as Instant Chat, PC system information dashboard, and technician collaboration accelerate problem identification and resolution, which results in shorter call handle times.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: GoTo is continuously evaluating ways to deliver our products and services to become more accessible for assistive technology users.
• API: Yes
• What users can and can't do using the API: "An API is provided as part of the standard offering; The Rescue API provides an interface to third parties to customize how Rescue integrates with other support applications. The Rescue API is a tool for retrieving information related to your Rescue account from the Rescue environment and based on that information; recreate most of the functionality that the Rescue Administration Center offers. Organizations make use of this for the following requirements: (1) Make the Administration Center functionality available from their own website (2) CRM Integration (3) Custom Reporting (4) Billing Integration (5) Customizing the Administration Center."
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: "All of Rescue’s customer-facing interfaces can be branded to reflect your design preferences. We also provide examples in our documentation so that this can be done in minutes. ; Some ways customization cab be done include; - An Administrator can customize the appearance of the Applet by inserting a custom logo and icon.; - Administrators can change the logo displayed to customers who are using a BlackBerry device to customize the Mobile Applet. ; - Customize the PIN entry form- You can modify the following elements:; - Button caption; - Text and text style; - Enable tracking the language and entry point of customers; -Customize the Channel Form- You can modify the following elements of the channel form:; - Button caption; - Text and text style; - Custom fields; - Enable tracking the language and entry point of customers; - Customize Instant Chat - elements that can be customized range from changing background color of Window, displaying custom screen if no technician is available or while end-user is waiting, display custom information in the interface, and many more elements of the chat from both the end user and technician's end.; Customize Calling Card- customizations include adding application name, logo, specific colors, etc."

Scaling

• Independence of resources: GoTo leverages a multi-tenant architecture which is logically separated at the database level based on the organization’s GoTo account. Only authenticated parties are granted access. Solution is built with full redundancy of our data centers, reducing the risk of downtime and single-point-of-failure.

Analytics

• Service usage metrics: Yes
• Metrics types: Real-time activity is easily viewable in the Rescue Command Center. Viewable metrics include; Technician counts, session thresholds, missed and closed sessions, active and waiting sessions, handling and wait times.; Details on reports available can be found at: https://secure.logmeinrescue.com/welcome/Documents/Pdfs/rescue_reportsreferenceguide.pdf; The Admin Console gives visibility to Enable and view reports of technician performance and of customer satisfaction levels.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Rescue data at rest, specifically the Chat Log and Custom Fields, is stored encrypted in our databases with AES 256-CBC. Rescue uses the encryption features built into Microsoft Windows Crypto API. The backup database is stored with the same encryption as the original.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Rescue’s full suite of APIs can be leveraged to automatically export all reportable date (including session logs) to an external source (such as a SIEM platform). A full overview of Rescue’s APIS can be viewed here: https://secure.logmeinrescue.com/welcome/webhelp/EN/RescueAPI/API/API_Rescue_Overview.html; From within the Administration Center, reports can be produced in HTML, Excel (XML and tab-delimited), and CSV formats ; Predefined Replies and URLs can be exported to .XML
• Data export formats: Other
• Other data export formats:
  • Through APIs
  • .HTML, .PDF, .XLS, .CSV and JSON
  • MKV/VP8 , AVI files or in RCREC format
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • JSON
  • Active Directory Synch to add techs

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: GoTo uses perimeter protection tools, techniques and services to protect against unauthorized network traffic entering product infrastructure. Some are:; • IDSs that monitor systems, services, networks& applications for unauthorized access; • Critical system& configuration file monitoring to prevent or reduce likelihood of unauthorized modification; • Web application firewall& application-layer DDoS prevention service through which GoTo traffic is proxied to block malicious server traffic; • local application firewall provides additional layer of protection against OWASP top ten and other web application vulnerabilities and malicious traffic; • Host-based firewalls on GoTo web servers that filter inbound and outbound connections, including internal connections
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: All network traffic flowing in and out of the Rescue data centers, including all Customer Content, is encrypted in transit with TLS 1.2 and HTTPS. In addition, Rescue support sessions are protected with 256-bit AES encryption and MD5 Hash for enhanced traceability of file transfers.

Availability and resilience

• Guaranteed availability: GoTo strives for high redundancy and availability of our services and infrastructure. Publicly available status updates are available at: https://status.logmeinremotesupport.com/. Service Level Agreements are mutually agreed upon and covered in the Terms of Service and/or written agreement for the GoTo services with our customers.
• Approach to resilience: The production datacenters utilize redundant high-speed network connections. There are pools of web and gateway servers across geographically distant datacenters. Load balancers distribute network traffic and maintain the availability of these servers in the event of server or datacenter failures. The Rescue database is synchronized every five minutes to another datacenter. In addition, a differential back-up is completed nightly, and full backups are conducted every weekend. The backup database is stored with the same encryption as the original. Backups are retained on premise for one month and then rotated to a cloud service, no longer actively processed, and retained pursuant to our internal record retention policies. In the event of a complete failure of the datacenter hosting the primary database, Rescue architecture is designed to be restored within five minutes.
• Outage reporting: A public dashboard available at status page. Status updates can be provided via phone, e-mail, RSS Feed, etc. through the Trust Center webpage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Other
• Other user authentication: Authentication is described in detail in our TOMs: https://www.goto.com/-/media/PDFs/trust%20-%20resource%20center/Rescue-and-Lens-TOMs-pdf
• Access restrictions in management interfaces and support channels: Logical Access Control procedures are in place, designed to prevent or mitigate the thread of unauthorized application access and data loss in corporate and production environments. Employees are granted minimum (or "least privilege") access to specified GoTo systems, applications, networks and devices as needed. Further, user privileges are segregated based on functional role and environment. Users shall only be provided with access to the network and services that they have been specifically authorized to use.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: A-LIGN
• ISO/IEC 27001 accreditation date: 09/06/2023
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type II
  • SOC 3
  • BSI C5
  • GoTo is EU-U.S. and Swiss Privacy Shield Certified
  • TRUSTe Verified Privacy
  • APEC CBPR and PRP Certification
  • More info at www.goto.com/trust

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: SOC2 Type II, SOC 3; BSI C5; GoTo is EU-U.S. and Swiss Privacy Shield Certified; TRUSTe Verified Privacy ; APEC CBPR and PRP Certification ; For additional certifications, please visit the Product Resources page of GoTo's Trust & Privacy Center at www.goto.com/trust
• Information security policies and processes: An Information Security Policy has been established at GoTo and assist in defining the role of technology and management at our organization. It is aligned to ISO27001:2013. ; At least annually, applicable policies are reviewed by management to ensure that any procedures or standards are updated in accordance with contractual and legal commitments and company requirements/standards. In order to ensure the confidentiality, integrity, and availability of GoTo Information and IT systems we do not send customers these documents.; Security Policies are relayed to employees at the time of hire and available in the Employee Handbook. They are also communicated to all Global Employees on a regular basis. Additionally, they are hosted on our internal site. GoTo employees and temporary workers are informed on a continuous basis, as determined by the company, about security and privacy guidelines, procedures, policies and standards through various mediums of communication such as awareness campaigns, new hire on-boarding kits, webinars with the CISO, annual policy compliance, security training targeting specific roles (such as software developers), security champion programs, as well as visual media campaigns.; Please reference our Trust Center for further details: https://www.goto.com/company/trust

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A Change Management Policy has been developed in accordance with relevant commitments and requirements detailing the procedures for infrastructure and development changes, including design, implementation, configuration, testing, modification, and maintenance of systems. Further, processes and procedures are in place in order to verify that changes have been authorized, approved and tested before being applied to a production environment. Policies are in place to provide guidance for the management, modification, and implementation of system changes to infrastructure and supporting applications.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Internal and external system and network vulnerability scanning is conducted monthly. Dynamic and static application vulnerability testing, as well as penetration testing activities for targeted environments, are also performed periodically. These scanning and testing results are reported into network monitoring tools and, where appropriate and predicated on the criticality of any identified vulnerabilities, remediation action is taken. Vulnerabilities are also communicated and managed with monthly and quarterly reports provided to the relevant development teams, as well as management.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: GoTo’s Security Operations Center is responsible for detecting and responding to security events.; It uses security sensors and analysis systems to identify potential issues and has developed incident response procedures, including a documented IR Plan.; GoTo’s Plan is aligned with critical communication processes, policies and standard operating procedures. It's designed to manage, identify and resolve relevant suspected or identified security events across its systems and services. The Plan sets out mechanisms for employees to report suspected security events and escalation paths to follow when appropriate. Suspected events are documented, escalated as appropriate via standardized tickets and triaged based upon criticality.
• Incident management type: Supplier-defined controls
• Incident management approach: GoTo’s Security Operations Center is responsible for detecting and responding to security events.; It uses security sensors and analysis systems to identify potential issues and has developed incident response procedures, including a documented IR Plan.; GoTo’s Plan is aligned with critical communication processes, policies and standard operating procedures. It's designed to manage, identify and resolve relevant suspected or identified security events across its systems and services. The Plan sets out mechanisms for employees to report suspected security events and escalation paths to follow when appropriate. Suspected events are documented, escalated as appropriate via standardized tickets and triaged based upon criticality.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  At GoTo, we are fully committed to committed to maintaining carbon neutrality and building sustainable practices for both our offices as well the thousands of home offices our employees work out of as a part of our remote-centric organization. GoTo's Corporate Social Responsibility program, GoTo Gives, unlocks its people, products, and culture to create long-term, sustainable social and environmental impact that positively affects change in the world. To lessen our overall impact on the environment, we’re engaging boldly in sustainability activities that include:We procure 100% renewable electricity for our global operations by purchasing Green-e certified renewable energy credits (RECs) to match our global electricity usageWe contract with data centers powered by renewable energy, have high energy efficiency standards, an A rating by GreenpeaceResponsibly managing and disposing of our electronic waste and using our recycling credits to support organizations partnered with GoTo GivesCreating office environments that promote conservation through water efficiency, source reduction, recycling, composting and the use of sustainable productsEngaging in sustainable procurement practices when possibleFostering employee awareness and active participation in sustainability efforts through communications, campaigns and best practicesOur portfolio of products, solutions and services also help our users reduce their own environmental impact by enabling them to work and collaborate from anywhere and engage with each other and the world around them to drive meaningful insights, deeper relationships and better outcomes for all. To learn more, visit https://www.goto.com/company/corporate-responsibility For our Social & Environmental Responsibility Principles, please log on tohttps://www.goto.com/-/media/pdfs/legal/finalgotosocialandenvironmentalresponsibilityprinciples12522pdf.pdf

  Tackling economic inequality

  GoTo is committed to fighting economic inequality. Further details can be found at: https://www.goto.com/company/corporate-responsibility

  Equal opportunity

  Culture is both the foundation and glue of GoTo that holds the company together across teams, geographies and timezones. Just as GoTo works to deliver connectivity and collaboration for our customers, we apply that same focus internally, emphasizing the importance of human connection and meaningful relationships to ensure all feel engaged, valued and motivated. It's our mission to create a workforce where everyone feels empowered to bring their full selves to work. We know that when our employees are thriving, they’re doing the best work of their lives and we recognize that thought leadership, community building, knowledge sharing, and personal development are key aspects to building an inclusive workforce. ; Our Employee Resource Groups (ERGs), a cornerstone of our employee engagement programs, seek to bring increased focus to the importance of growing our diversity and inclusion initiatives, fostering an inclusive work environment and community service to all employees. Employee run ERGs at GoTo include a women’s leadership group, a group for the LGBTQ+ community and their allies, a group for Black Employees and friends with a mission is to promote diversity, celebrate our intersecting identities, and bring to life the vision of inclusive excellence, an ERG for employees of Pan-Asian and/or Pacific Islander descent and friends - the mission is to embrace our cultural differences and foster an environment of education, humanitarianism, and empowerment; a quarterly book club, gardening club, photography club, run club, and more. Through the GoTo Corporate Social Responsibility program, Mission Possible, employees are given 16 hours a year to volunteer within our local communities.; From fostering an energetic atmosphere, to providing professionally challenging opportunities and stimulating day-to-day experiences, GoTo has focused on building an exceptional culture and work environment to ensure employees have everything they need to thrive, both on the clock and off.

  Wellbeing

  Faced with the ongoing and dynamic global pandemic, GoTo has doubled-down on employee health and safety. Our workforce is now remote-centric, so we have reimagined our support in this area. Thrive, GoTo’s corporate wellness program, emphasizes the mental and physical well-being of employees, providing support and building resilience during these challenging times. Our monthly Self Care Days allow employees the opportunity to recharge, spend time with family, or take up new hobbies.Giving back is a key ingredient to employee wellbeing. GoTo Gives is the vehicle through which we fulfill our mission to create a more sustainable world by connecting the next generation workforce to the power of possibilities. Our three impact areas are: Education & YouthEnvironmental Stewardship, and Community Action. Through financial support and direct service, GoTo employees lead with purpose. For this, employees are given 16 hours a year to volunteer within our local communities.

Pricing

• Price: £595 a licence
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: This will be discussed.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at PartnerOps-International@GoTo.com. Tell them what format you need. It will help if you say what assistive technology you use.