[Webinar Recap] Beyond the Basics: LogMeIn Pro and Central

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Simple, immediate remote access and control is something Managed Service Providers (MSPs) count on to stay efficient every day.  LogMeIn reliably facilitates industry-leading remote access and is dedicated to ensuring MSPs get continuous value from our solutions.

Understanding how to go beyond the basics of LogMeIn Central and Pro was the focal point of a webinar held earlier this week, led by LogMeIn’s Joshua Berkowitz, Senior Manager, Products and LogMeIn Central customer Michael Chen, CEO, CSP NetworksThe webinar “Beyond the Basics: LogMeIn Pro and Central” discussed some exciting new features rolled out in 2014, tips for combining power of LogMeIn Pro and Central, and specific feature use cases to accelerate business.

In review: Autotask Integration Empowers MSPs

Creating a seamless day-to-day workflow that eliminates the need to use multiple interfaces to handle ticketing and extending an MSP’s ability to do more with less time is something LogMeIn has been very dedicated to. This August, LogMeIn announced our integration between Autotask and Central.   Berkowitz ran a brief demo and covered how the integration was designed to help Managed Service Providers (MSPs) increase their efficiency and reduce response times when managing their clients’ highly distributed, mobile-centric work environments.

Berkowitz also elaborated on key LogMeIn Pro features that enable productivity for clients, and allow IT administrators to better manage devices from anywhere.

CSP Networks and LogMeIn

Chen, who uses Central and Pro at CSP Networks, provided background on his business and their services. He relayed that LogMeIn’s quick connections and stable support provide the groundwork for the key pillars of his business.  Along with LogMeIn Chen is able to push forward their Expert IT Management, Monitoring and Support, and Complete Technology Services

Further, Chen asserted that he and his team are committed to LogMeIn because of our focus on connectivity to devices.  Chen also revealed that for his organization, LogMeIn’s fast, stable remote connectivity allows them to bring their customer service to the next level.

CSP Networks leverages advanced features to stay in control, fast easy remote access for their admins and client end-users, as well as business critical IT and automation.  All of this gives his IT staff complete visibility.  By partnering with LogMeIn, CSP Networks provides their customers – comprised of both businesses and internal IT departments– consistent support, enriched customer service and remote access and productivity for employees to work from anywhere.

If you missed out…

To hear Berkowitz and Chen discuss crucial tips for MSPs, hear how CSP Networks maximizes the value of LogMeIn Central and Pro view the webinar now.

         

MSP Business Advice from Shark Tanks’ Robert Herjavec

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I recently had the absolute pleasure of meeting Robert Herjavec at a channel event. You may be familiar with Robert because of CNBCs hit television show, Shark Tank where Robert is one of the investors. What you may not know, is that he massed his fortune by growing and selling IT businesses. He is currently the CEO of The Herjavec Group, one of Canada’s fastest-growing technology companies and the country’s largest IT security provider.

Robert spent over an hour on stage sharing his experiences and answering questions from enthusiastic crowd of 200+ MSPs. His presentation really resonated with me and I think it will resonate with a lot of LogMeIn’s channel partners. This post highlighta a few questions from MSPs at the event and his [paraphrased] responses to those questions.

MSP: What is the most important thing I should be doing to grow my business?
Robert: Marketing is the most important thing for a small company looking to grow. I am also an advocate of aggressive outbound phone campaigns. People tend to think that if you build a better mousetrap, they will come. Not the case. They have to know about you before they can come to you. There is no such thing as genius in darkness.

MSP: What is the best way to differentiate my business from my competitors?
Robert: It’s important to remember that building it better, is not a differentiator. Service quality is not a differentiator. You have to buy a product before you know if the service is better, right? To stand out, you have to create an experience for your customers. Marketing sells the first night at a Four Seasons hotel. No one just wakes up and says to themselves, “Let’s go try a Four Seasons even though it’s 5x more than another hotel.” Marketing gets you in the door and then the experience once they walk in the door keeps them there the second night. Sell your company to your customers and make them stay with the service quality. Human beings buy on a sub-conscious level, not a conscious one.

MSP: I’m the CEO of my company. What do you think I should be focusing on the most?
Robert:
Sales. The main function of the CEO should be sales. The larger your company gets, the more sales driven it should be. Don’t try to do a million things as the CEO, sales is the #1 thing you should be focused on.

MSP: I am struggling to move my company from product sales to managed services sales. Any advice?
Robert:
Getting customers to pay monthly for services is a big transition. I asked myself, “Why are we billing people monthly? Why don’t we bill them annually?” So I started asking clients for annual contracts and giving them a 2% discount if they agreed.  I changed my cancellation clause too.  Why should a customer be able to cancel 4 months into a contract? I took a look at what other big tech companies were doing and focused on IBM. You cannot get out of a contract with IBM, they are virtually non-cancellable.

At first, I got push back, so I figured out a way to justify it by explaining why this made sense. I told the prospect that to take them on as a customer, I really only start making money half-way through the contract because of onboarding new staff. Why would you just be able to leave in the middle of the contract after I invested in you? This is a concept other business owners understand. You will be shocked at what your customers are willing to do if you just ask. How do you know you’re customers won’t pay annually if you don’t ask?

Other interesting quotes from the session:

  • “I give my engineers two options - they can come into work in a suit, which they hate, or they can come to work in a shirt that branded with the company logo. That’s it. We are here to sell our company.”
  • “Small companies and owners have an inadvertent fear of fear. Any decision that requires you to put your entire business on the line is probably not a good decision. Take small risks over and over to grow your business.”
  • “It’s not always about selling product functionality. It’s about the perception. Increase you’re perceived value if you want to see more success.”
  • “The smaller your company is, the narrower the focus needs to be. You have to do something no one else does. I chose to focus my business on security.”
  • “If you can’t tell me your unique selling proposition in 30 seconds or less, you will struggle with sales.”

Did you find Robert's feedback helpful? Let us know in the comments below!

         

Rescue Chronicles Webcast Series: Support Tech Efficiency

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Ever wonder how you and your team can keep up in this ever-accelerating world?  When it comes to support, your customers expect their issues to be solved promptly.  Join us for the 2nd Rescue Chronicles webcast on Thursday, November 6, 2014 at 2:00pm ET to learn how a few specific features of Rescue, that you might not be using, can help you provide more efficient and more timely support, and keep your customers satisfied.

This webcast will show you how to:

  • Monitor key performance indicators with the Rescue Command Center
  • Generate and analyze performance data to determine usage patterns, optimize resource allocation and identify problem areas in your organization
  • Evaluate your support sessions, use the scripting area to automate repetitive tasks, and perform advanced tasks at the click of a button
  • Use scripting to capture information automatically or with the click of a button
  • Use scripting for installing or uninstalling software on the end user’s machine

Don't miss out - sign up today!

         

LOGMEIN TO PRESENT AT THE 2014 RBC CAPITAL MARKETS’ TECHNOLOGY CONFERENCE

On November 11th, 2014, LogMeIn’s CFO, Jim Kelliher, will be presenting at the RBC Capital Markets’ Technology, Internet, Media, and Telecommunications Conference at The Westin Time Square, New York. Details around the session are as follows:

2014 RCB Capital Markets’ Technology Conference

  • Date: Tuesday, November 11, 2014
  • Remarks: 1:30 PM ET
  • Location: The Westin Times Square, 270 W. 43rd Street, New York NY 10036
  • Speaker: Jim Kelliher, CFO

The presentation will be webcast live on the investor relations section of the company’s website at https://investor.logmein.com/and will be available for 90 days after the live presentation. For more information, please contact me at 781-897-1301 or rbradley@LogMeIn.com

         

LogMeIn Receives 2014 Boston Preservation Achievement Award Winner

We're very proud of our new headquarters located at 320 Summer St in Boston and excited to share that we've been named a winner of the 2014 Boston Preservation Achievement Awards in recognition for our renovation and restoration of the building! And to top it off, our project was also voted the fan favorite award winner by an online public vote.

The Preservation Achievement Awards are granted annually to honor outstanding achievements in historic preservation and compatible new construction in Boston. The LogMeIn building was originally constructed in 1904 as a warehouse for the Boston Wharf Company and was skillfully reinvented in 2013. LogMeIn, along with their project team which included Lincoln Properties, Spagnolo Gisness & Associates and Suffolk Construction, kept the historical character of the building intact while creating a high-tech, collaborative environment for its employees.

reconstructed the building’s interior as contemporary office space, retaining and exposing much of the original flooring, beams, brick, and stone.

When relocating to Boston’s Innovation District, we wanted to develop an environment within the historical nature of the building that would create a more compelling work environment for our existing employees while helping us attract new employees necessary to fuel our growth.  Since our move we have increased our employees by 60 percent, adding more than 150 new employees over the last 18 months Our open office space exemplifies the comfortable, collaborative and creative environment that technology employees expect and need in order to create great products.

We’re honored and thrilled to be recognized by the Preservation Alliance for our efforts in recreating this space. Scroll through the slideshow below for a look at our new Boston office!

         

LogMeIn Reports Third Quarter Results

Announces Q3 Revenue of $58.1 Million, up 35% Year over Year; Increases FY’14 Revenue Guidance to $220.5-$221.0 Million; Announces $75 Million Share Repurchase Program

LogMeIn, Inc. (NASDAQ: LOGM) today announced its results for the third quarter of 2014.  Total revenue increased 35 percent to $58.1 million from $43.0 million reported in the third quarter of 2013.

Adjusted EBITDA for the third quarter of 2014 was $13.3 million, or 23 percent of revenue, as compared to $9.2 million, or 21 percent of revenue, in the third quarter of 2013.

Non-GAAP net income for the third quarter of 2014 was $8.1 million, or $0.32 per diluted share.  Non-GAAP net income excludes $6.3 million in stock compensation expense, $57,000 in litigation related expense and $2.4 million in acquisition related costs and amortization.  This compares to non-GAAP net income of $3.5 million, or $0.14 per diluted share, reported in the third quarter of 2013.

GAAP net income for the third quarter of 2014 was $2.3 million, or $0.09 per diluted share, as compared to GAAP net loss of $56,000, or $0.00 per diluted share, reported in the third quarter of 2013.

GAAP cash flow from operations for the third quarter of 2014 was $13.5 million, or 23 percent of revenue.  The Company closed the quarter with cash, cash equivalents and short-term investments of $196.3million.  Additionally, the Company reported total deferred revenue of $103.4 million, an increase of 29 percent from the $80.3 million reported in the third quarter of 2013.

A reconciliation of the comparable GAAP financial measures to non-GAAP measures used above is included in the attached tables.

Continue reading “LogMeIn Reports Third Quarter Results” »

         

POODLE and LogMeIn: What You Need to Know

The security community recently identified a new vulnerability in the SSLv3 protocol, known as POODLE (Padding Oracle On Downgraded Legacy Encryption). This article helps you understand POODLE and the steps you should take to protect your systems. We also discuss steps we are taking at LogMeIn to protect you against POODLE and similar vulnerabilities now and into the future.

Are LogMeIn Products vulnerable?
The latest versions of LogMeIn products and services are not impacted by POODLE. Since the vast majority of our customers receive auto-updates, most users can rest assured that they are protected against such attacks. We’ve included the latest version numbers below and have provided an easy way to check your version and update if required.

How about your browser?
It’s important to understand that only the older SSLv3 protocol is vulnerable. Most modern browsers support protocols other than SSLv3, so unless you are using Internet Explorer 6 (IE 6), you’re in good shape. If you are using IE 6, we strongly recommend that you upgrade to Internet Explorer 7 (or above) or choose an alternative browser, such as Firefox, Opera or Chrome.

Use this third-party service to check your browser for vulnerability: https://www.poodletest.com/

If you remain on IE 6, keep in mind that IE 6 is NOT SUPPORTED and you will experience problems:

  • From any LogMeIn website, you will receive the following message:  “Internet Explorer cannot display the webpage”
  • When attempting to use the LogMeIn Client, you will be unable to login or connect

But there’s a slight catch…
Even modern browsers are sometimes set to work around interoperability bugs in older servers by connecting using a downgraded protocol. Even when both sides of the connection support higher, more secure protocols, an active man-in-the-middle POODLE attack can utilize the one-sided weakness and downgrade the connection to SSLv3 and exploit the protocol's vulnerability to gain access to the encrypted connection.

And a solution!
If either side of the connection explicitly disallows SSLv3 then the vulnerability cannot be exploited.

  • As a browser user, it’s best to disable SSLv3 in your browser. This will actually be done for you in the next versions of most popular browsers, such as Firefox and Chrome.
  • As someone running a webserver (like LogMeIn), the best thing to do is totally disable SSLv3 on the server side. And that’s just what LogMeIn will do. To ensure security of all users, we will disable SSLv3 support on our webservers starting today (20th October). The only small downside to this change is that anyone still using Internet Explorer 6 (which does not support the latest protocols) will no longer be able to communicate with any LogMeIn websites.
  • Going above and beyond what’s needed to respond to POODLE, we will disable SSLv3 support on all other servers from in coming weeks. This will impact all older versions of LogMeIn products : After this update, only the versions listed below (or newer) will able to access LogMeIn services.

Addition detail about how POODLE works
POODLE represents a broad vulnerability that can potentially allow an attacker to gain access to the contents of encrypted communications. As discussed above, browsers are sometimes set to work around interoperability bugs in older servers by connecting using a downgraded protocol. By simulating a failure when establishing a connection to server, an adversary can trick a browser and server into renegotiating their connection via an older protocol (SSLv3). Since the POODLE vulnerability is inherent to the protocol itself, not the server, the problem cannot be patched out like ShellShock and HeartBleed.

Latest LogMeIn product versions

The latest versions of LogMeIn products are NOT affected by the POODLE vulnerability. Here is a list of the latest versions, as well as instructions on how to quickly determine which version you are running and how to manually upgrade, if necessary.

  • LogMeIn Pro (LogMeIn Host v4.1.0.4408 and above on Windows or v4.1.0.4405 and above on Mac)(LogMeIn Client version 1.3.422 for Windows and 4.1.4587 for Mac) – How to check
  • Rescue Technician Console, Calling Card 7.4 or newer -- How to check: Technician Console Options > About LogMeIn Rescue; Calling Card Settings > About
  • Cubby 1.0.0.12648 – How to check
  • join.me 1.17.0.156 – How to check
  • RemotelyAnywhere 11.3.2821 – Latest available here
  • AppGuru – Not impacted by POODLE due to LogMeIn webserver updates
  • Xively – Not impacted by POODLE due to LogMeIn webserver updates
  • Hamachi – Not impacted by POODLE
  • Backup 3.0.789 – How to check
  • Meldium -- Not impacted by POODLE

 

         

Meldium App Trends, October 2014

Just like the Billboard charts for music and the Nielsen ratings for television, Meldium App Trends looks at usage data to identify popular and trending web apps each month. Each app is scored on a 100-point scale based on the number of unique people who used it, and usage is compared to the previous month. We gathered this data from an anonymized version of our comprehensive audit logs, which record every single app launch and give Meldium users a detailed trace of who is using what at their company.

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The Meldium team reviewed usage data for October and found that Twitter, Mailchimp, Gmail, and AWS are gaining points in the "Top Apps" category. Trello also posts the largest gain in the "Trending Up" category.

         

LogMeIn Rescue to exhibit at the TSW Service Transformations conference

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The LogMeIn Rescue team will be exhibiting at the TSW Service Transformations Conference on Oct 20-22 in Las Vegas. This bi-annual event takes a forward-looking and strategic approach at technology services and will empower services and other functional leaders with the information and ideas needed to help their companies compete and thrive in the new consumption economy.

The widespread adoption of both smartphones and tablets, coupled with their constant connection to social media outlets, has shifted the balance of power squarely to the customer. This ever-changing world of customer service has companies questioning what they can do to live up to the increasing expectations of their mobile customers.

LogMeIn's Don Brass, Sr. Product Manager of Rescue, will be leading a presentation titled, "Transform the Customer Experience with Effective Mobile Engagement" on Tuesday, Oct 21 at 1:10 PM. During this session, Brass will elaborate on how to build and develop best practices to elevate the mobile customer experience. More specifically, he will cover how social media, mobile messaging and other communication channels, combined with expectations around resolution speed, are all critical factors in this evolution of support.

If you're attending the event, be sure to attend this session and stop by our booth (#8). Hope to see you there!

         

Rescue 7.5 New User Interface is now available!

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The LogMeIn Rescue team is excited to announce the immediate availability of Rescue 7.5, which features an improved user interface and new home page! This new modern look and feel offers technicians a more streamlined experience with the interface. In addition to the enhanced user interface, the new Rescue home page offers a direct information portal to Rescue technicians.

Designed with the user in mind, the new home page is where you'll find Rescue best practices, product updates, market news, tips and tricks, and much more. Updated weekly, the home page is where you can stay up to date on what’s happening in Rescue.

Check out this short video overview for a quick demonstration:

Current Rescue users will be prompted to download this update upon logging in. Not a Rescue user? Sign up for a free trial!