Reference Materials/Announcements
LogMeIn Rescue, Our New Support Tool
Paul Tracy
posted this on October 08, 2010 08:27
Many of you have worked with us over WebEx which allows us to view or take control of your computer.
Today we're starting a 90-day test of a similar, but hopefully better, product called LogMeIn Rescue. Just like WebEx, our Customer Care Representatives will be able to view your desktop or take control of your PC (with your permission) over the Internet. The reason we're trying this new product is because it's directly integrated with our issue tracking system.
When a session is started, you'll either be e-mailed a link to the session or directed to a website where you'll enter the session PIN. Once the connection is made, you'll be asked to download a small utility (just like you did with WebEx) but the applet is uninstalled as soon as the session ends. Connections can only be made using Internet Explorer 6, 7 or 8 or Firefox.
Let us know what you think of Rescue if you get the opportunity to use it in the next few months.
Comments
There have been questions raised about the security of LogMeIn Rescue. Attached is their architecture document which contains security information for your review.
After completing a trial period, we've decided not to use this product. Having it cleared through some customers' security protocols in addition to GoTo Meeting, which is used in the implementation phase, was too cumbersome.