End-to-end encryption
End-to-end encrypted means: the data is encrypted on one device and only decrypted on the other. Everything in between, including your own server, only relays unreadable data.
- Key exchange
- ECDH P-256
- Key derivation
- HKDF-SHA256
- Encryption
- AES-256
- Tamper protection
- HMAC-SHA256
The team app and the customer app agree on a shared key via ECDH without ever transmitting it. The session key is derived from it with HKDF-SHA256. AES-256 encrypts the content, HMAC-SHA256 ensures nothing was altered on the way.
Your own certificate authority
A certificate authority issues digital IDs, called certificates. With m2 remote support, every operator has its own: only staff with a certificate issued by your own master key can connect.
Access can be revoked instantly, for example when someone leaves the company. Private keys never leave the PC. Only the certificate is transmitted. You back up the master key with a password and keep it offline.
Access on request
New staff request access directly from the team app. The certificate authority compares the fingerprint of the request with the person over the phone and accepts or rejects it.
Deputy with expiry date
For holidays, you appoint a deputy who may issue and revoke access. On the expiry date, this right ends automatically.
Device check and protection against guessing
Saved customers are bound to their PC’s device key. If a different device turns up with the same ID, it is rejected.
Codes cannot be guessed by trial and error: after several failed attempts, a lock applies. The codes are also only valid briefly, 15 minutes for an invitation code and 10 minutes for a code with an ID.
The customer stays in control
Every connection needs the customer’s approval. With an invitation link, they click “Allow”; otherwise they tell you their ID (9 digits) and a code. Saved customers also only connect with a code that the customer types in themselves. There is no permanent password. For unattended access, the customer releases a device once; after that, no approval is needed per session. They can switch it off at any time.
A red frame shows throughout the session that someone is watching. A bar with “End” stays visible. The technician cannot close it. The bar also shows when the clipboard or files are used. If another person from the team is watching, their name appears in the bar.
Sessions are not recorded
Screen, input and clipboard only pass through memory and are recorded neither on the server nor in the team app. Transferred files only end up where you or the customer save them; the server keeps none of it. Only the connection log is stored, with time, person, duration and data volume.
Minimal connection log
So you can trace who was connected when, your server keeps a short log. It contains exactly these fields:
| Field | Content |
|---|---|
| Start | Date and time the connection was set up |
| Device ID | ID of the customer PC (9 digits) |
| Staff member | Who ran the session |
| Duration | Length of the session |
| Data volume | Amount transferred, not the content |
No IP addresses and no session content. Deleted automatically after 90 days. The period is configurable. The log is on your server, not at m2.
Operation and network
- Server
- Windows Server with IIS (setup as MSI, which installs missing prerequisites itself) or as a Windows service. On Linux, e.g. Ubuntu 24.04 or Debian 13, as a systemd service behind Caddy or nginx, or as a Docker container.
- Network
- Inbound TCP 443 only, on the server. The team app and the customer app set up the connection themselves; nothing changes in the customer’s firewall.
- Updates
- The installed customer app updates itself from your server, never during a session. The server fetches new versions at night and installs them. The team app also updates itself, after asking and never during a session.
- Overload protection
- The server limits connections and requests per address and rejects floods, without storing IP addresses.
- Team app
- Windows app, per-user installation without admin rights. Also works on the road, without a VPN.
- Customer app
- A single EXE for Windows 10 (1903 or later) and Windows 11. It runs with the rights of the signed-in user; only the optional admin mode grants more.
- Admin mode (optional)
- A Windows service that the customer switches on in the customer app with a checkbox (once, with admin rights) or that your IT deploys via software distribution. During a session, UAC prompts, the lock screen and windows with admin rights are then visible and can be operated. Outside a session the service does nothing, and every session needs the customer’s approval. The exception is a device the customer has released for unattended access.
No telemetry
No telemetry to third parties.
Swiss FADP and GDPR
For data protection under the Swiss FADP and the GDPR, this means: server, connection log (without IP addresses) and certificate authority run on your side. m2 development gmbh sees no data from your sessions.
You therefore only need a data processing agreement if m2 provides support for you or maintains your server. Details are on the Data processing agreement (DPA) page and in the privacy policy.