Overview
Splashtop is committed to delivering secure and reliable software updates while minimizing disruption to customers.
Splashtop Shield uses development, testing, release management, monitoring, and incident response practices designed to reduce risks associated with endpoint software and security updates.
Shield software and security content are delivered through different update mechanisms. Endpoint application updates follow a controlled release process, while threat intelligence and detection content are updated through automated distribution processes.
This document describes the deployment and recovery practices currently used for Splashtop Shield.
1. Software Development and Testing
Splashtop Shield endpoint software is developed and tested in separate development, staging, and production environments.
Before production deployment, release candidates are evaluated for functionality, regression risks, installation and upgrade behavior, and compatibility with supported operating systems.
Testing is performed by engineering and quality assurance teams according to the scope and risk of each release.
Security-related changes, including changes to endpoint protection components, receive additional review and testing as appropriate.
Issues identified during testing are tracked and addressed through Splashtop's engineering processes.
2. Endpoint Software Release Process
Splashtop Shield uses a staged release process for endpoint application updates.
Development and Staging
New application versions are initially developed and validated in non-production environments.
Production Alpha
After initial validation, releases are published to a designated production Alpha channel.
The Alpha channel allows selected devices to receive and exercise the new software through the production distribution infrastructure before broader release.
General Availability
Following review and release approval, the software is promoted to the General Availability channel.
Promotion is manually initiated rather than automatically scheduled.
General Availability promotion makes the new version available to all devices using the standard release channel. Percentage-based rollout within that channel is not currently used.
The Alpha and General Availability stages are distinct release steps, allowing Splashtop to evaluate a release before wider distribution.
Kernel Driver Updates
On supported Windows systems, Shield includes a file system minifilter driver that supports endpoint protection.
The driver is distributed as part of the Shield application installer and follows the endpoint software release process.
Changes affecting kernel components are subject to applicable Windows driver compatibility and signing requirements.
3. Software Signing and Update Integrity
Splashtop uses software signing and integrity controls as part of its release process.
These include:
- Digital signing of Windows application binaries.
- Developer ID signing and Apple notarization of macOS application software.
- Integrity verification of software artifacts during publishing.
- SHA-512 verification of downloaded endpoint update packages against the hashes provided in the update manifest.
The endpoint updater rejects a downloaded package if its computed hash does not match the expected value.
These measures help detect corruption or unexpected changes to software packages during distribution.
4. Security Content and Threat Intelligence Updates
Splashtop Shield uses security intelligence from internal detection components and third-party threat intelligence providers.
Security content may include malware hash databases, detection models, and reputation information.
Unlike endpoint application releases, certain security content updates are distributed automatically and do not follow the same Production Alpha and General Availability promotion process.
For example:
- Malware hash database updates are generated and distributed through an automated update process.
- Detection models may be synchronized periodically from upstream security providers.
- Reputation information may be retrieved dynamically from external threat intelligence services.
Applicable content update processes use integrity checks to help detect invalid or corrupted content.
Recovery mechanisms differ by content type. Certain detection models support automatic restoration when a newly downloaded model fails to load successfully. Other content updates may require a corrected version to be published.
Splashtop continues to evaluate and improve the validation, monitoring, and recovery controls for security content updates.
5. Deployment Monitoring
Splashtop monitors operational information available from Shield endpoints and supporting cloud services.
Endpoint monitoring includes:
- Installed application version.
- Security database version.
- Device connectivity and check-in status.
- Endpoint protection and security health indicators.
- Security detection and quarantine events.
Operational teams use available monitoring information, engineering diagnostics, and customer support reports to investigate significant abnormalities.
Monitoring capabilities vary by component and update mechanism. Not all installation failures, application crashes, or security content changes are automatically attributed to a specific software release.
6. Deployment Interruption and Recovery
If a deployment-related issue is identified, Splashtop evaluates its impact and determines appropriate containment and recovery actions.
Endpoint Application Updates
Splashtop can suspend further distribution of an affected endpoint release by restoring the previous General Availability update manifest.
This prevents devices that have not yet installed the affected release from receiving it through the normal update channel.
Devices that have already installed the affected version are not automatically downgraded. Recovery may require a corrective software release or other customer-assisted remediation.
Security Content Updates
Security content recovery depends on the affected component.
Some detection models support automatic recovery when a new model cannot be loaded successfully.
For other content types, recovery may require publishing corrected security content.
Cloud Services
Supporting cloud services use established deployment and operational recovery mechanisms, which may include restoring an earlier service revision or deploying a corrective update.
Customer Recovery
When an update affects an individual device, Splashtop Support may provide troubleshooting, repair, reinstallation, or other appropriate recovery instructions.
The recovery approach depends on the affected component and the nature of the failure.
7. Incident Response and Continuous Improvement
Splashtop Shield is supported by Splashtop's established operational and engineering response processes.
These include operational monitoring, incident investigation, escalation to engineering teams, and corrective actions when necessary.
For significant deployment-related incidents, Splashtop may suspend further releases, investigate the affected components, develop corrective updates, and provide customer recovery guidance.
Deployment-related defects and follow-up actions are tracked through established engineering processes.
Splashtop uses incident findings, customer feedback, and engineering reviews to improve software deployment reliability.
8. Customer Communication and Support
Splashtop Shield uses automatic updates to help customers maintain current endpoint protection.
Routine software and security content updates may occur without advance notification.
When significant issues affect product functionality or customer operations, Splashtop evaluates the appropriate communication and support response.
Customers experiencing installation issues, update failures, protection problems, or suspected false positives can contact Splashtop Support.
For assistance, visit:
https://www.splashtop.com/support
Our Commitment
Splashtop continually improves its software deployment practices to support reliable endpoint protection.
Our approach combines application testing, controlled release decisions, software signing, integrity verification, operational monitoring, and incident response.
We recognize that endpoint application updates and rapidly changing security intelligence require different deployment and recovery controls. These controls are reviewed and improved as Shield continues to evolve.
Product: Splashtop Shield
Document Owner: Splashtop Shield Engineering
Last Updated: November 2026