GoTo Resolve

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: Desktop & Network Requirements
Hardware
1.33 GHz Dual-core CPU
130MB free memory
100MB free space
Working internet connection with stable 1 Mbps download upload bandwidth.
Operating System
Windows 7 SP1 and above (Note: On Windows 7, you must enable TLS 1.2.
Windows Server 2008 R2 and above)
Apple macOS 10.13 (High Sierra) and above
Note: The Rosetta software is required when joining a support session from a Mac with an M1 chipset.
Linux
Chrome OS & Linux: Remote control is currently not available on these devices.
The latest version of Chrome, Firefox, Edge or Safari, or Internet Explorer 11.
System requirements: https://support.goto.com/resolve/help/system-requirements-for-customers

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 intial 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: No
Support levels: Documentation/guides available, on-demand short videos, as well as an online knowledge base. Remote CSM's and/or onboarding specialists assigned for accounts over a certain threshold spend. Further plans to expand our support offerings such as Office Hours/ Q&A sessions.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Documentation/guides available, on-demand short videos, as well as an online knowledge base. Remote CSM's and/or onboarding specialists assigned for accounts over a certain threshold spend. Further plans to expand our support offerings such as Office Hours/ Q&A sessions.
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.goto.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.
Session recordings will be deleted on an ongoing 90-day rolling basis. Additionally, unless otherwise required by applicable law, Customer Content shall automatically be deleted: 1) for paid accounts, ninety (90) days after the termination, cancellation, or expiration and, in each case, deprovisioning of Customer’s then-final subscription;
or 2) for free accounts, after two (2) years of inactivity (e.g., no logins).
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: Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Please reference: https://www.goto.com/it-management/features/mobile-device-support
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: The agents can use the Agent Web Console or the installable Agent Desktop Console to connect to the GoTo Resolve Service. The Desktop Console uses the cross-platform Qt toolkit to run on MacOS and Windows and leverages the open-source Chromium web browser to utilize components of the Web Console. From the console, if appropriately permissioned, agents can run attended and unattended sessions.
Accessibility standards: None or don’t know
Description of accessibility: Here at GoTo, we are committed to empowering our customers to work from anywhere, doing their best work - simply and securely. Accessibility is essential to this commitment, so we are continuously evaluating and embracing new ways to adopt digital and web accessibility standards within our business, products, and online experiences. We’re proud of our progress to date but view accessibility as an ongoing journey and evolution.
Our team is diligently working on preparing an Accessibility Conformance Report using Voluntary Product Accessibility Templates (VPATs).
Accessibility testing: GoTo is continuously evaluating ways to deliver our products and services to become more accessible for assistive technology users.
GoTo has created an Accessibility Champions program to take into account the diverse needs of ours users. These champions are aware of accessibility guidelines and assist in educating respective members of engineering, user experience, marketing, etc. teams in awareness and implementation of improvements to accessibility of our products.
API: Yes
What users can and can't do using the API: "The GoTo Resolve API provides an interface to third parties for communicating with an application.

Use this API to customize how GoTo Resolve integrates with your other support applications."
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: There is a Pin-portal webpage integration (iframe) just launched, where companies can embed the pin entry field into their own website. You can also customize your inventory list and a custom helpdesk email address.

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: In the Console, you can view a report on agents' activity in support sessions. This report provides details of attended, unattended, and camera share sessions. Viewable metrics include but are not limited to: Session Type, End User Device type, end user name, session records, IP address of agent and end user, duration and others. Details on reports can be found at: https://support.goto.com/resolve/help/working-with-reports
Admins can also run reports on user status and activity of user within product(s)
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: 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 SSAE-16 / ISAE 3402

Encryption of all physical media

Scale, obfuscating techniques, or data storage sharding

Other
Other data at rest protection approach: Customer Desktop Apps and Unattended Customer Apps must be compatible with a wide variety of desktop environments. GoTo Resolve accomplishes this using an executable download that employs strong cryptographic measures.
The Customer Desktop Apps and Unattended Customer Apps are downloaded to the Customer PC as a digitally signed installer. This helps protect the Customer from inadvertently installing a Trojan or other malware posing as GoTo Resolve software. The endpoint softwares are composed of several digitally signed executables and
dynamically linked libraries. GoTo follows appropriate quality control and configuration management procedures during development and deployment to enhance software safety.
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: Via Reporting within Resolve, export CSV reports.
Data export formats: CSV
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

Other
Other protection between networks: To provide protection against eavesdropping, modification or replay attacks, IETF-standard TLS protocols are used to protect all communication between endpoints and our services. Screen-sharing data, keyboard/mouse control data, transferred files, remote diagnostic data and text chat information are encrypted in transit with TLS 1.2 (ECDHE, DHE and RSA for key exchange, RSA for authentication, AES-256 strong ciphers for data encryption with 384-bit SHA-2 HMAC algorithm).
In order to ensure appropriate compatibility and security balance, the GoTo Resolve service also supports inbound connections using most supported TLS cipher suites in TLS 1.2
Data protection within supplier network: TLS (version 1.2 or above)

Other
Other protection within supplier network: GoTo uses TLS protocols and associated cipher suites to safeguard Customer Content while in transit.
End User endpoint and backend communications are encrypted via the OpenSSL library.
Communications security controls are implemented on the TCP layer via TLS solutions.
Screen-sharing data, keyboard/mouse control data, transferred files, remote diagnostic data and text chat information are encrypted in transit with TLS 1.2 (ECDHE, DHE and RSA for key exchange, RSA for authentication, AES256 for data encryption with 384 or 256-bit SHA-2 HMAC algorithm). Session keys are generated server-side and remain there to enable the connection with the End User.

Availability and resilience

Guaranteed availability: GoTo strives for high redundancy and availability of our services and infrastructure. 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. Publicly available status updates are available at: https://status.gotoconnect.com/
Approach to resilience: GoTo’s architecture is designed to perform replication in near-real-time to geographically diverse locations. Databases are backed up using a rolling incremental backup strategy. In the event of a disaster or total site failure in any one of the multiple active locations, the remaining locations are designed to balance the application load. Disaster recovery related to these systems is tested periodically.
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)

Username or password
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 every 6 months
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: Between 6 months and 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 our 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 maintains policies and procedures around logging, monitoring and alerting, which set out
the principles and controls that are implemented to bolster our ability to detect suspicious activity and respond to them on a timely basis. GoTo collects identified anomalous or suspicious traffic in relevant security logs in applicable production systems.
Endpoint Detection and Response software with audit logging is deployed on all GoTo servers to minimize disruption or impact on the performance of the Service. Security investigations will be initiated in accordance with our incident response procedures if suspicious activity is detected, as appropriate and necessary
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

Fighting climate change
Covid-19 recovery
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

Covid-19 recovery

• Throughout COVID-19 and the surge to Video Conferencing platforms, our relentless focus on our stability of service saw us become the most reliable and, therefore, trusted video-meetings platform when compared to the competition.
• Working from home can be a challenge with weak Wi-Fi, but our Product/Solution requires the least bandwidth for Video and Screen Share compared to our competitors. This has been proven by independent sources and, most importantly, end-users on review sites like G2 Crowd, TrustRadius, SoftwareAdvice, GetVoIP and more!
• Should our customers need us, they can reach us anytime and anywhere, for we are available 24/7. Our customer support is consistently rated #1 by end-users on review sites.

Tackling economic inequality

GoTo is focused on tackling 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 time-zones. 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: £173 a user
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: This will be provided in detail upon the appropriate time.

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

GoTo Resolve

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents