Introducing Application Updates for Central Premier

Today we’re excited to announce the release of Application Updates for LogMeIn Central Premier. Application Updates is a patch management feature that allows IT professionals to effectively monitor third-party applications that require updates and automate the deployment of patches to their managed network.

Update Third-Party Applications

With more and more vulnerabilities surfacing every day, keeping your systems update-to-date and secure can be time consuming and costly. Unpatched third-party applications like Adobe, Java, Chrome, and Firefox leave your systems susceptible to attacks and security breaches.

With Application Updates, users can quickly and easily monitor, push updates to applications, perform multiple updates simultaneously, and automate the process of updating software to stay ahead of potential issues and keep their managed network up and running.

Complete Patch Management

As the threat landscape continues to evolve, the need for IT professionals to protect and manage their end points both efficiently and effectively becomes more and more challenging. Patching is an essential part of securing systems from potential vulnerabilities, and cyber-attacks against unpatched software can be completely eliminated with the right solution.

With Central Premier, IT professionals are now equipped with a complete, dedicated view of their endpoints that require important security patches and software updates. Quickly deploy updates to anti-virus software, operating systems, and third-party applications, remotely and automatically, without taking up more time from your day. As the leading remote access platform, LogMeIn now provides IT professionals with the ability to confidently address not only the management, but also the security of their managed network.

Application Updates is included in Central Premier subscriptions at no additional cost, and is now generally available.

         

Discontinuing LogMeIn Authenticator

Our product development efforts at LogMeIn have always centered on enabling employees and individuals to simply and securely connect to their devices and applications. Today, we notified users of our plans to discontinue the LogMeIn Authenticator, our dedicated two-factor authentication app, on December 31, 2016.

Designed to simplify the second factor authentication process to a single gesture, we’ve built a superior product with a better user experience in the LastPass Authenticator. A LogMeIn product and free mobile app, the LastPass Authenticator delivers a unique one-tap password verification experience and can be used on hundreds of popular applications and websites such as LogMeIn, LastPass, Google, Amazon, Salesforce, and more.

We recommend users migrate their two-factor authentication enabled online accounts over to the LastPass Authenticator before the end of the year. The app can be downloaded from:

For step-by-step instructions on how to enable the LastPass Authenticator for your LogMeIn accounts, please click here. 

         

Make Your Business More Cyber Aware

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We talk a lot about security here at LogMeIn, especially with our recent partnership with Kaspersky Lab, and given that October is National Cyber Security Awareness Month (NSCAM), it’s an ideal time to refresh some of your company’s security practices.

As a small business or an IT lead for a larger company, you’re maintaining a large amount of technology, devices, users, and much more. But there are a few areas where you can make quick improvements to better secure your company’s important information. Check out this list of items you can address fairly quickly and make quick improvements to your security:

Networks

From WiFi to VPN, make sure your company networks have strong, secure and protected passwords. Enable strong encryption (WPA2 and AES) and require authentication as needed. For the WiFi, set up multiple networks for each use case – one for employees, guests, IT, development, etc – to help eliminate disruption and security breaches impacting the entire company. Also consider the physical security of your network equipment – is it stored in the open where anyone can access, or is it stored away hidden from potential theft?

Mobile Devices

It’s likely that many of your employees are using more than just their desktop or laptop to access company systems and information. Make sure those devices are secure as possible, including requiring a passcode that enables you to wipe the device in case it is lost. On top of the passcode, use finger swipe authentication for additional security.

POS Devices

Many LogMeIn users are managing not just computers, but also POS devices. Those machines should be just as secure as others with strong, secure passwords that are changed frequently, if not automatically, and enabled with both user and admin access. You’ll also want to set up anti-virus protection on these machines; it’s likely they don’t receive as frequent maintenance as a laptop or desktop computer so anti-virus monitoring is critical to ensuring the machine is free from malware and threats.

File Storage

Whenever you’re using a cloud-based file storage and sharing solution, you can enable authentication for those user accounts as well. And if possible, set up application-level encryption to protect that data. You can also choose to restrict the locations and devices where data and files stored in the company account can be stored so you always know where that data is going.

Passwords

Our friends at LastPass have done a great job at highlighting the importance of good password practices, not just at home, but at work as well. The three key tenants that your company should adopt is secure, unique passwords for each account, use of two-factor authentication, and use of a password. Start with employee education on secure password practices and take steps within your team to roll out 2FA. While these are just a start, these steps will greatly improve your company’s security.

         

Plans to Retire Cubby

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Today, we began notifying Cubby users and customers of the decision to retire Cubby, our file sync & share offering. Since its debut in 2013, Cubby has provided a unique file sharing experience for millions of individuals and businesses and this difficult decision was made after much deliberation and consideration.

LogMeIn’s long-term investment strategy is focused on three key technology markets — Collaboration, Identity & Access Management, and Customer Support & Engagement – and we are aligning our product development efforts accordingly to best serve our customers rapidly evolving needs. With such focus comes tough decisions around the future of products that don’t fully align with our strategy, and after careful consideration and evaluation, we have reached the difficult, but none-the-less important, decision to discontinue Cubby.

Our users are our top priority and chief concern with this change, and we are taking steps we believe will help existing Cubby users safely and securely migrate to alternative cloud-based offerings, whether to LogMeIn or other trusted companies.

Cubby Free users will be given until November 16th to migrate away from Cubby, and can choose to move to another free service – LogMeIn is recommending Dropbox and OneDrive – or a paid service, including LogMeIn Pro. Cubby Pro and Enterprise customers will continue to have full access to Cubby, both their files and full product functionality, through their account’s expiration date plus an additional 30 days to allow more time to evaluate options and complete the migration of their files.

Here is a quick tutorial on how to move your files out of Cubby and into another service like Dropbox.

We understand that with any change comes questions and potentially concerns.  Here are a few FAQs to explain what we anticipate will be the most common questions for our users:

  • How are you notifying customers?

All Cubby users are being notified of this decision by email and in-product notifications. Our users are our top priority and chief concern with this change, and we are taking steps we believe will help existing Cubby users to safely and securely migrate to other cloud offerings, whether from LogMeIn or from other trusted companies.

  • Will you offer cloud storage and file sharing capabilities in any of your other products?

LogMeIn will continue to offer cloud storage and file sharing capabilities as key features in our other products – for example both LogMeIn Pro and join.me both offer these features – but we will no longer package them as a separate product.

  • How long will Cubby users have access to their files?

Cubby Free users will be given until November 16th to migrate away from Cubby, and can choose to move to a free service – LogMeIn is recommending Dropbox and OneDrive – or a paid service, including LogMeIn Pro.

Cubby Pro and Enterprise users will have full access to Cubby – both their files and full product functionality – through their account’s expiration date plus an additional 30 days to allow more time to evaluate options and complete the migration of their files.

For more information pertaining to your Cubby Basic, Pro or Enterprise account, please read our detailed FAQs here:

         

Introducing Kaspersky Lab anti-malware for Central Premier

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Today we’re excited to announce a partnership between LogMeIn and Kaspersky Lab that gives Central Premier customers a single IT tool for easier, more effective anti-virus management. Through this partnership, Central Premier customers will be able to install Kaspersky Lab’s anti-malware software and enable third party patch management for better insight and control into their managed computers.

Protect against the unknown
With the partnership, Central Premier includes a license of Kaspersky’s Endpoint Security for Windows anti-malware software, giving IT teams and MSPs the peace of mind to know that their computers are protected against even the most savvy threats. The Kaspersky Lab integration is built within the Central anti-virus dashboard so users can easily install the software, run scans, turn on real-time protection, and update virus definitions to stay ahead of potential issues and keep computers up and running.

The only IT tool you need
Not only can IT teams and MSPs consolidate their anti-virus and IT management tools into one, but now they can provide patch updates to third party software such as Adobe, Chrome, Java, and more – all within the Central dashboard. The integration to support third party patch will allow Central Premier users to keep their systems up-to-date with critical software automatically, without having to push updates on individual computers.

Powered by Kaspersky Lab
A leader in anti-virus protection, Kaspersky Endpoint Security for Windows includes advanced security for workstations and defends against viruses and malware. LogMeIn partnered with Kaspersky Lab for its effective, reliable anti-malware that has been proven year after year. Kaspersky Lab is a 2016 “Leader” in Gartner’s Magic Quadrant, a position it’s held for 5 years in a row and proven through top scores in TOP3 third party testing. With Kaspersky protecting LogMeIn computers, IT teams and MSPs can have complete peace of mind that their computers are secured against threats.

The Kaspersky Lab anti-malware is included in Central Premier subscriptions, for Windows computers, at no additional cost and will be available in September. Third party patch management will be launched in early 2017.

Learn more about Kaspersky Lab and LogMeIn Central, and start a free trial at https://secure.logmein.com/welcome/Kaspersky.

         

The Surprising State of IT Security: 4 Key Trends Revealed

Whether it’s malware or hackers or viruses, they pose significant threats to businesses and companies around the world, and rightfully so. These continue to evolve – and get smarter – making risk management a consuming task for IT teams and MSPs. There were over 400 million known malware instances in 2015 and that number is on the rise in 2016. What’s even scarier is how commonplace breaches and attacks are – almost 60% of IT teams have experienced a breach or attack at some point.

But rather than becoming more skilled at handling these threats, IT teams are more challenged by them now than ever before. And there are plenty of reasons for that. With the proliferation of devices such as laptops, smartphones, tablets, and the rise of account-based information that lives in the cloud, employees and companies are more at risk than ever, and IT teams are scrambling to keep up with rapidly-changing tech behaviors.

In our latest research study, we heard from 500 IT professionals on everything related to anti-virus and security management – their current processes, challenges, and overall take on the overwhelming task of protecting their computers and customers from threats. Check out the infographic below to learn the 4 trends we uncovered in the current state of IT security.

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Educate your employees during Internet Safety Month

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In honor of Internet Safety Month, we’re offering up some of our best tips that help small businesses keep their employees and company information safe from fraud and hackers.

Your company is only as strong as your least-informed, most insecure employee; nearly 30% of companies say employee apathy is a big threat to their company’s security. It’s worth the time and investment in educating your employees, reinforcing the risks of weak security habits and instilling good habits, which is the focus of this week’s Internet safety tip.

Tip #2: Establish device management policies: It’s clear that how we get work done every day has changed dramatically in the last 10 years. It’s becoming much more uncommon to find desktop computers and the prevalence of laptops, tablets, and smartphones in the workplace has risen dramatically. With these devices, employees are able to work out of the office far more frequently. But that means IT teams need to be even more diligent with device management and BYOD policies, including encryption, firewalls, VPN requirements, and more.

However that’s only one side of the problem. Be sure to instill good practices with your employees. Encourage them to lock their computers before walking away from them or keep them securely stored somewhere while traveling, especially while traveling in places like airports or hotels. Also be sure employees understand not to connect outside devices – like external hard drives – to their work computers because of the risk of what those devices might bring to the computer.

Check out Tip #1 on safe browsing practices and stay tuned next week for another tip!

         

Customer Spotlight: Tom Hayden, Store Systems Manager at Cosi Restaurants

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A few weeks ago, we had the opportunity to speak with a few of our local Central customers at our Boston office, and one of those customers was Tom from Cosi, a nationwide fast-casual restaurant group – he’s been using Central for many years now at multiple companies and currently keeps all of Cosi’s POS terminals online with LogMeIn.

Here is a snippet of our conversation with Tom about how he uses Central in his day-to-day:

Let’s start off with what your role is and how you use Central.
I manage all of our POS systems at Cosi based here in Boston, and I use LogMeIn to manage all POS machines in every corporate and franchisee location across the country. We have over 500 terminals. I have to meet PCI compliance and LogMeIn is basically one of the only secure ways out there right now, especially with SSLs. Other than that it’s a VPN connection.

How did you first learn about Central?
Previously I worked for Elephant & Castle and while I was there, I implemented Central. Everywhere I go, LogMeIn follows. It’s a great product and easy to use. At Elephant & Castle they were using PC Anywhere and we had to connect to the network with a VPN, and I really don’t like that approach. It’s archaic and slow. So I rolled out LogMeIn to all of our machines. It was a no-brainer.

On a daily basis, what do you turn to Central for?
We use Central for anti-virus management to meet our PCI compliance requirements, as well as two-factor authentication. And I look at the reporting in Central to see if any threats have come in. In addition to that we use Central for installing new software and running scripts remotely.

We use an outsourced helpdesk to manage our help desk tickets and they all connect through Central. With that setup, we’re always actively creating new accounts and moving accounts out as end users get hired with the helpdesk vendor.

What keeps you using Central?
It’s simple. If the POS isn’t up, we don’t make money. With LogMeIn, I have an alert that goes out when a POS terminal is offline for 15 minutes. When it’s down for 15 minutes, there’s a problem. I get the alert and call the store, usually before they even know it’s down.

 

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Introducing a New BoldChat

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Recently, I’ve spent a good amount of time speaking directly with companies about challenges and opportunities with regards to today’s customer experience.  It’s surprising that regardless of the industry and even geographical region, most agree that while exceptional customer experience has always been important, it’s never been more difficult to achieve.

This is a fact of doing business in the world which we live in today.  Customer experience is rapidly changing by the likes of Uber and Amazon – customers expect everything to work effortlessly and instantly with a single click.  “Click” and a car arrives to pick me up….  “Click” and a box is delivered to my doorstep in an hour… It’s magic.

So when it comes to Customer Engagement and Support, it’s not surprising that customers expect the exact same thing.  And the expectations of today’s customer makes it hard for today’s contact center to keep up.

Given technology advancements, millennial trends or a number of other factors, a stellar customer experience is absolutely required in order for companies to either compete or go the way of the dinosaurs.  But as the world of customer experience continues to rapidly evolve, we have seen more than a few challenges in traditional customer engagement which are completely avoidable.   These include:

  • Siloed Communication – Moving from channel to channel was often not seamless. Customers who started their communication via Twitter might be escalated to a phone call. The problem is that the agent responsible for social was often not the agent in the call center – leaving the customer needing to explain their question or issue over again.
  • Inefficient Use of Channels – Simple questions, like a password reset for example, can generally be best answered through lower touch channels like an FAQ or Live Chat, but often higher touch channels like phone are being used for these simple questions. While those channels will certainly get the question answered, it is likely not the most efficient for the customer and more expensive for the company.
  • Disjointed Customer Information – In traditional multi-channel situations, information about a customer is housed in a variety of different repositories requiring agents to toggle between various locations to understand the full scope of the customer query and resulting in incomplete information and longer time to resolution.

If you can remove these barriers, you can begin to take back and own the customer experience.  This is where an omni-channel approach to customer experience is emerging.  One that provides the right channel to the right customer for the right situation.

We’ve been talking about the merits of an omni-channel experience to help our customers move beyond these challenges for a while and today we announced a brand new version of BoldChat that continues our mission to provide a market-leading live chat and omni-channel customer engagement solutions which gives businesses the control and flexibility to distinguish themselves in the marketplace.     The latest BoldChat adds new channels including video chat and auto answers – ensuring that whether the customer query requires a high-touch interaction, a self-service question, or anything in between, BoldChat can meet those needs.   We also added a new UI that provides agents a consolidated view of all customer communications and relevant information in order to provide a more personal experience with faster resolution times.

We’ve all been in situations where customer service has made or broken our relationship with a brand.   We remember those times, we tell our friends and families about those experiences.  Today’s announcement takes customer service to the next level.  By providing a seamless omni-channel experience for customers on the front end and all the tools agents need to do their jobs efficiently and effectively on the backend, companies can elevate and personalize the customer experience to a level that will make them stand out against competitors, boost sales and increase customer loyalty.  Making a strong relationship between the customer and brand, not breaking it.

         

Customer Spotlight: Running a Live Performance with Chicago Symphony Orchestra

Earlier this year we traveled to Chicago, Illinois to visit with Dan and co. at the Chicago Symphony Orchestra (CSO), where they’ve been using Central for nearly a decade.

What we love about Dan and the CSO (other than the fact that they’re long-time users of Central) is how they embody that behind every great company, organization, or even performance, is an IT team, working at all hours from wherever they might be to keep everything up and running. As outsiders, we usually don’t see all that goes on behind the scenes and the CSO is a great example of what goes into ensuring an entire orchestra is able to perform night after night.

Dan and his team use Central on a daily basis to ensure that all of their computers and servers around the orchestra are up and running. With Central, they’ve made impressive improvements to their IT processes, including cost savings on licensing and hardware, decreased IT time spent on support requests, and increased proactive identification of critical software updates and machine health.

Watch the whole story here: