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White Paper: CorporateRemote SupportSecurity for theModern EnterpriseGoToAssist Corporate provides robust end-to-enddata security measures that address both passiveand active attacks against confidentiality, integrityand availability.gotoassist.com

White PaperData Security MeasuresGoToAssist Corporate is a hosted service that provides a way todeliver remote support to Windows-based and Mac computers.GoToAssist Corporate allows a user to request support from asupport representative and then allows that representative to viewand optionally control the end user’s computer remotely.This document focuses on the information security features of GoToAssist Corporate. The reader isassumed to have a basic understanding of the product and it features. Additional materials onGoToAssist Corporate may be found online at www.gotoassist.com or by contacting a representative.GoToAssist Corporate service delivery architectureThe diagram below provides a schematic overview of all major GoToAssist Corporate service deliverycomponents and communication paths.gotoassist.com2

White PaperDefinitionsHelpAlertWin32 executable that resides on the servicerepresentative’s computer and enables therepresentative to receive and reply to incomingcustomer queries.ChatLinkEndpoint application that facilitates text-basedcommunication between a customer and aservice representative.BrowserStandard Internet web browser, such as Chrome,Firefox, Internet Explorer, etc.Replay ViewerEndpoint application that allows companymanagers, team managers and representativemanagers to replay recorded GoToAssistCorporate sessions. Replay viewer can replayremote screen sharing, local screen sharing, chatand remote diagnostics.Data Security MeasuresGoToAssist WebsiteWeb application that provides access to theGoToAssist website and web-based internal andexternal administration portals.GoToAssist Service BrokerWeb application that realizes GoToAssistCorporate account and service management,persistent storage and reporting functions.Multicast Communication ServerOne of a fleet of globally distributed serversused to realize a variety of high-availabilityunicast and multicast communication services.Endpoint GatewayA special-purpose gateway used by variousendpoint applications to securely access theGoToAssist Service Broker for a variety ofpurposes using remote procedure calls.Passphrase ChangerEndpoint application that facilitates the changingof the passphrase used to protectcryptographically-enforced access tosession recordings.gotoassist.com3

White PaperData Security MeasuresApplication securityGoToAssist Corporate provides access to a variety of resources and services using a role-basedaccess control system that is enforced by the various service delivery components. The roles andrelated terms are defined in the table below:RolesAdministrator (or admin)The employee who creates Groups and Portals in a company’s GoToAssist CorporateManagement Center. Admins can create, modify and delete GoToAssist Corporate accounts,portals, company managers and team managers; modify subscription and pricing data; andperform other administrative functions.CompanyGoToAssist Corporate customer for whom portals are set up.Company ManagerA client company’s employee that has access to its GoToAssist Corporate ManagementCenter. Allowed to modify accounts, portals teams and representatives associated with hisaccount.CustomerThe person requesting support from the client company via GoToAssist Corporate.Group/TeamCollection of representatives that are assigned to a specific portal. Every representativebelongs to exactly one group or team; every group or team is assigned to exactly one portal.Groups/teams contain some default settings for representatives.Group Manager/Team ManagerA client employee authorized by a company manager to modify certain aspects of a team,and that team’s associated portal and representatives.RepresentativeThe support person who answers customer queries via HelpAlert.gotoassist.com4

White PaperAuthenticationGoToAssist Corporate administrators, managersand representatives are authenticated using anaccount name and a strong password.Passwords are governed by thefollowing policies:Strong passwords: A strong password is 8-32characters in length and must contain at leastthree of the following four: upper-case alphabet[A-Z], lower-case alphabet [a-z], numbers [0-9],and special symbols [ !@# % &*() - {}[] \:;”’ ,.?/]. Strong passwords must not be thesame as the login name or the actual first nameor last name on the account. Passwords arechecked for strength when initialized orchanged.Password expiration period: Expiration periodof the password is configurable (min: 10 days,max: 120 days, default: 90 days). If the accountholder logs in and the password has expired, theaccount holder is forced to change his or herpassword.Password history: A history of passwords ismaintained. A password cannot be changed to apassword that exists in the password history.Password history depth is configurable (min: 1,max: 5, default: 3).Account lockout: After 3 consecutive failedlogin attempts, the account is put into amandatory soft-lockout state. This means thatthe account holder will not be able to log in for aconfigurable amount of time (min: 5 minutes,max: 30 minutes, default: 5 minutes). After thelockout period expires, the account holder willbe able to attempt to log in to his or her accountagain.Data Security Measureshard-lockout state. This means that the accountholder cannot log in until his or her accountpassword is reset by another privileged accountholder. A hard lockout is enabled after aconfigurable number of attempts (min: 10, max:50, default: 10).Protection of customer computer and dataAn essential part of GoToAssist Corporatesecurity is its permission-based access controlmodel for protecting access to the customer’scomputer and the data contained therein.First, all GoToAssist Corporate sessions must beinitiated by the remote customer. GoToAssistCorporate is not designed for unattendedsupport scenarios.Second, the customer is always prompted forpermission before any screen sharing, remotecontrol, or transfer of diagnostic data, files orother information is initiated.If remote control and screen sharing has beenauthorized, the customer can watch what therepresentative does at all times. Further, thecustomer can easily take control back orterminate the session at any time.Local security controls on the customer’s PC orMac are never overridden; the customer or therepresentative must still provide any Windows orapplication authentication credentials.Finally, all connection activities are logged, andthe screen-sharing and chat session can beoptionally recorded and played back for reviewat any time.Hard-lockout enforcement is an additionalconfigurable option. After a configurable amountof failed login attempts, the account is put in thegotoassist.com5

White PaperData Security MeasuresCommunications security featuresCommunication between participants in a GoToAssist Corporate session occurs via an overlay multicast networking stack that logically sits on top of the conventional TCP/IP stack within each user’scomputer. This network is realized by a collection of Multicast Communication Servers (MCS). Thecommunications architecture is summarized in the figure below.GoToAssist Corporate session participants(“endpoints”) communicate with infrastructurecommunication servers and gateways usingoutbound TCP/IP connections on ports 8200,443 and 80. Because GoToAssist Corporate is ahosted web-based service, participants can belocated anywhere on the Internet — at a remoteoffice, at home, at a business center orconnected to another company’s network.Anytime/anywhere access to the GoToAssistCorporate service provides maximum flexibilityand connectivity. However, to preserve theconfidentiality and integrity of private businessgotoassist.comcommunication, GoToAssist Corporate alsoincorporates robust communication securityfeatures.Communications confidentialityand integrityGoToAssist Corporate provides true “end-toend” data security measures that address bothpassive and active attacks against confidentiality,integrity and availability. All GoToAssistCorporate connections are “end-to-end”encrypted and accessible only by authorizedsupport session participants.6

White PaperScreen-sharing data, keyboard/mouse controldata and text chat information are neverexposed in unencrypted form while temporarilyresident within communication servers orduring transmission across public or privatenetworks.When recording is disabled, the GoToAssistCorporate session key is not kept on the serversin any form. Thus, breaking into a server cannotreveal the key for any encrypted stream that theintruder may have captured.When recording is enabled, chat, screen-sharingand screen-viewing data is stored in encryptedform. The session key is also stored, but it isprotected with 1024-bit RSA public/private keyencryption. A portal-specific public key is usedto encrypt the session key before storage. Forreplay, three items are needed: the sessionrecording, the encrypted session key and theportal’s private key.Communications security controls based onstrong cryptography are implemented at twolayers: the “TCP layer” and the “Multicast PacketSecurity Layer” (MPSL).TCP layer securityIETF-standard Secure Sockets Layer (SSL) andTransport Layer Security (TLS 1.2) protocolsare used to protect all communication betweenendpoints. To provide maximum protectionagainst eavesdropping, modification or replayattacks, the only SSL cipher suite supported fornon-website TCP connections is 1024-bit RSAwith 128-bit AES-CBC and HMAC-SHA1.However, for maximum compatibility with nearlyany web browser on any user’s desktop, theGoToAssist website supports in-boundconnections using most supported SSL ciphersuites. For the customers’ own protection, werecommend that they configure their browsersto use strong cryptography by default whenevergotoassist.comData Security Measurespossible and to always install the latestoperating system and browser security patches.When SSL/TLS connections are established tothe GoToAssist website and between GoToAssistCorporate components, our servers authenticatethemselves to clients using VeriSign/Thawtepublic key certificates. For added protectionagainst infrastructure attacks, mutual certificatebased authentication is used on allserver-to-server links (e.g., MCS-to-MCS, MCSto-Broker). These strong authenticationmeasures prevent would-be attackers frommasquerading as infrastructure servers orinserting themselves into the middle of supportsession communications.Multicast packet security layerAdditional features provide complete “end-toend” security for multicast packet data,independent of those provided by SSL/TLS.Specifically, all multicast session data isprotected by “end-to-end” encryption andintegrity mechanisms that prevent anyone withaccess to our communications servers (whetherfriendly or hostile) from eavesdropping on asession or manipulating data without detection.The multicast packet security layer (MPSL)provides an added level of communicationconfidentiality and integrity and is unique to ourproducts. Company communications are nevervisible to any third party, including both userswho are not invited to a given session.MPSL key establishment is accomplished byusing a randomly generated 128-bit seed valueselected by the service broker that is distributedto all endpoints over TLS 1.2 and used as theinput to a NIST approved HMAC-SHA1-basedkey derivation function. The seed value iserased from the service broker’s memory whenthe session ends.MPSL further protects multicast packet data7