LogMeIn Resolve User Content Usage - FAQ
GoTo is leveraging AI to enhance services and features for users. By analyzing user data from LogMeIn Resolve, GoTo ensures privacy protection while improving its AI models.
As part of GoTo’s ongoing efforts to deliver greater value and efficiency for your business, we are embracing the use of artificial intelligence (AI) to offer improved services, functionality, and features to you, our users. To support the continued development of these improvements, GoTo is harnessing data from our users’ use of LogMeIn Resolve and their content, including files, recordings, and similar data uploaded to or created within the service, unless users choose to opt out. GoTo takes the protection of our users’ confidential information very seriously, and we use state-of-the-art technology to remove personal data and other identifiers from content that will be used to train our AI models.
By allowing GoTo to use your content to train our AI models, you will help us improve GoTo Services for you, your users, and all GoTo users.
We hope the FAQ below answers any questions you may have about GoTo’s use of your content. However, please reach out to our support teams here with any other questions or concerns.
The Basics
- Why should I allow GoTo to use my content?
- Improved GoTo services benefit all users through the introduction of new features and functionality that support increased user productivity and a healthier device fleet. For example, improvements may include i) better action recommendations for user-specific problems with devices; ii) more robust task automation for our user's device fleets; iii) more actionable and more precise insights into devices in an unhealthy state; or iv) more relevant suggestions on proactive infrastructure optimization.
- How do I opt-out of sharing my content?
- While we hope that you will allow us to use your content to improve our GoTo Services for you and all users, we make it easy for you to opt-out of this use in your Admin center. As an account administrator, you can opt-out on behalf of your entire account by navigating to the Account settings in your Admin center – ensure the toggle button next to Allow content use for AI training is set to off. For more details about opting out, see the section titled How can I control what happens to my data.
- When will these changes take effect?
- These changes will take effect later this year, meaning that any accounts that are opted in at that time will have their content used by GoTo for AI training purposes. An account administrator can change their selection at any time, and if they opt-out, no further content will be used for AI training on a go-forward basis. For accounts that are enabled following this date, account administrators will need to disable this setting as part of account setup if they wish to opt the account out of this data use.
End-user content
- What is user content? Can you provide examples?
- “Content” means any files, documents, recordings, chat logs, transcripts, and similar data that we maintain on your or your users’ behalf, as well as any other information you or your users may upload to your Service account in connection with the Services. Content includes, for example, the prompts account users input into AI features.
- What data will be processed?
- We process content from the primary capabilities of LogMeIn Resolve including asset management, ticketing, remote monitoring and management (RMM), and remote support sessions to gain insight that allows us to further improve these and other features. While this content typically contains little or no personal data, we use state-of-the-art technology to remove personal data and other identifiers from content that will be used to train our AI models. For more information on how we remove personal data, see the section titled How do you handle personal data?.
The changes
- What has changed with GoTo’s use of user content?
- Content is data that GoTo stores on behalf of our users to support their use of our services. Unless you opt-out at the account level, GoTo will use this data to train our AI models so we can offer better features, suggestions and functionality within our services and provide an improved user experience for all GoTo users. We respect end-user choice, and permit users to opt-out of this data use for their account if they wish to do so.
- Have GoTo’s Terms of Service changed?
- We have updated the Service Description for LogMeIn Resolve, which forms part of our Terms of Service, to address our expanded use of content: " Use of user content by GoTo. Users using LogMeIn Resolve agree that GoTo may access your content for the following reasons, and you instruct GoTo to process your content for such purposes: (a) to train models for use by the services and AI-enabled features, unless user has opted-out of providing content for such training; (b) to conduct research and development and/or to improve GoTo's services and features; and (c) as otherwise provided in the Terms of Service. GoTo retains all ownership of all aggregated machine learning results.
- Will additional data categories be collected to be used for this purpose, compared to what was collected and stored before?
- No. GoTo already stores content as part of your use of the LogMeIn Resolve service. For instance, GoTo stores remote user session data to support screen recording feature (including video recording of screen content) in LogMeIn Resolve. Other data that will be used is stored to support users’ asset management, ticketing, and RMM to provide our services.
- Do these changes apply to all users?
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These changes apply to all LogMeIn Resolvee users, who will have the option within the Admin Center to opt-in or opt-out of having their content used by GoTo for AI training purposes.
For users with either an EU billing or headquarters address, this setting will be opted-out by default and can be changed to opt-in.
For users with billing or headquarters addresses in the rest of the world, this setting will be opted-in by default.
User content usage
- What will my data be used for?
- We will process LogMeIn Resolve content to train AI models to allow us to improve the services we provide to you and other LogMeIn Resolve users. For example, improvements could include i) better action recommendations for user-specific problems with devices; ii) more robust task automation for our user's device fleets; iii) more actionable and more precise insights into devices in an unhealthy state; or iv) more relevant suggestions on proactive infrastructure optimization.
- Will my content be used for marketing or advertising purposes?
- No. GoTo will not use this data for marketing or any other advertising purposes. As noted above and explained below in How do you handle personal data?, GoTo takes steps designed to remove personal data from content that is used for training.
Data protection
- How do you handle personal data?
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We endeavor to remove personal data such as individuals’ or device names prior to processing the data. We apply state-of-the-art technology to identify structured and unstructured personal data and obfuscate or otherwise remove it from the data set prior to model training, on a best-efforts basis. The steps we take to remove personal information from training data occur during data capture and before the training data is fed into the training process. The following high-level process illustrates the steps we take to remove personal data from raw input data when converting it to AI model training data:
Controlling your data
- How can I control what happens to my data?
-
Our users remain in control of their data. users can opt-out of the use of their content for AI model training purposes via self-service functionality in the
Admin Center at any time. Simply navigate to
page and ensure the toggle next to
Allow content use for AI training is set to
off. Users can alternate between being opted-in to this feature, and later choosing to opt-out on a go-forward basis. Account Admins have direct access to these settings and can opt-in or out at the account level.
- What happens after I opt-out of data use?
- If an account administrator opts-out of this use but the account was previously opted-in, the account will be opted-out of any further use of content for AI training purposes on a go-forward basis. Users will continue to be able to use LogMeIn Resolve without restrictions, according to their specific plan.
Article last updated: 10 July, 2024
