LogMeIn Rescue

LogMeIn Rescue is an enterprise remote support solution that provides IT helpdesks and customer support organizations with the ability to remotely access, diagnose, and resolve issues across endpoint devices. The platform includes in-session diagnostic tools, security controls, and workflow configuration features.

The solution is utilized by IT help desks, global enterprises, Business Process Outsourcers (BPOs), and Managed Service Providers (MSPs). It is designed to support organizations operating in regulated industries, including healthcare, finance, and the public sector.

Performance and Reliability

According to the vendor, the platform maintains a 99.9% uptime and facilitates connection times of 20 seconds or less. The vendor also states that the solution has executed over 5 billion remote sessions during its operational history.

Security and Compliance

LogMeIn Rescue includes granular permission controls, session logging, and access restrictions based on IP address and device. The system supports Single Sign-On (SSO) and Active Directory Synchronization (ADSync), along with configurable data storage policies and session recording. These features are intended to support compliance frameworks including SOC 2, GDPR, and HIPAA.

Key Features

• Connection methods including PIN code, calling card, web link, and embedded chat.
• Multi-session handling, live session transfer, and agent collaboration capabilities.
• Background diagnostics, file transfer, and script execution.
• Real-time in-session screen and chat translation.
• AI-driven diagnostics, error analysis, session summaries, and script generation.
• Native integrations with platforms such as ServiceNow and Nexthink, alongside APIs for custom workflows.

Platform Support

The platform supports Windows, macOS, iOS, Android, Linux, and Chromebook operating systems.