We use LogMeIn to securely access customer systems during support and implementation troubleshooting. We understand that allowing remote access requires trust, and we’re committed to being fully transparent about how your systems are protected.
1. What is LogMeIn and why do we use it?
LogMeIn is an enterprise‑grade remote access platform used globally by IT teams and support professionals. We use it to provide hands‑on troubleshooting and implementation assistance when needed, reducing delays and eliminating the need for costly on‑site visits.
2. Is the connection between your technician and my computer secure?
Yes. All LogMeIn remote sessions are protected by:
- 256‑bit AES encryption (the same standard used by financial institutions and government agencies)
- SSL (Secure Sockets Layer) encryption for data in transit
All session data is encrypted end‑to‑end and cannot be intercepted or read by third parties.
3. Can a technician connect to my computer without my knowledge or consent?
No. All access is explicitly permission‑based.
- You must approve each session before it begins
- You remain in control at all times
- You can immediately end the session by closing the connection on your end
4. How do technicians authenticate before connecting?
Multiple independent layers of authentication are required:
- LogMeIn account authentication using verified technician credentials
- Multi‑Factor Authentication (MFA) at login
- OS‑level authentication, requiring your system’s Windows or macOS username and password
This ensures access is validated by both our platform and your own network controls.
5. What happens to the session software after we disconnect?
Once a session ends:
- The LogMeIn session applet is automatically removed
- No persistent software, background service, or backdoor remains on your system
6. Can I see what the technician is doing during the session?
Yes. Your screen remains fully visible throughout the session.
- You can observe all technician actions in real time
- You may end the session immediately if you are uncomfortable at any point
7. Are sessions recorded or logged?
Yes. LogMeIn supports session recording and audit logging.
- Sessions may be recorded for documentation, compliance, and quality review
- Audit logs track who connected, when the session occurred, and the connection source
8. What prevents unauthorized access to my system?
Several safeguards work together to protect your environment:
- Permission‑based session approval for every connection
- Multi‑factor authentication for all technicians
- Optional IP restriction controls to limit access to trusted locations
- Role‑based permissions to ensure technicians only have necessary access
- Monitoring and alerts for failed login attempts or unusual activity
9. Does LogMeIn follow recognized security and compliance standards?
Yes. LogMeIn operates under a Zero Trust Security framework, meaning every identity, device, and action must be verified before access is granted.
LogMeIn maintains the following certifications and compliance standards:
- SOC 2 and SOC 3
- ISO 27001
- C5 compliance
- Built‑in audit trails and governance controls
10. What should I do if I receive an unexpected session request?
If you receive a remote access request you were not expecting:
- Do not approve the session
- Contact our support team through official channels to verify the request
We will never ask you to approve remote access without an existing support ticket or a scheduled session.
11. How do you ensure LogMeIn continues to meet security standards over time?
We perform annual vendor security reviews of LogMeIn and all third‑party tools used to access customer environments. These reviews verify that:
- Security and privacy controls remain effective
- No new vulnerabilities have been introduced
- The platform continues to meet internal and regulatory security requirements
This ensures ongoing alignment with evolving security best practices.
12. Who can I contact with additional questions?
If you have questions or concerns about remote access security, please contact our support team. We are happy to walk through our processes in more detail.
This FAQ reflects the security features of the LogMeIn platform as currently implemented. Our team also follows internal security policies in addition to LogMeIn’s built‑in protections.
Article Version 1.0 2026.03.16