For remote support, we use Remote Utilities.

From the Remote Utilities team:

We submit false positive reports to antivirus software vendors on a regular basis.
If Remote Utilities is falsely detected as malware you might need to exclude its files from antivirus scans.


How to send a false positive report


To get instructions on how to add a program (e.g. Remote Utilities) to exceptions in specific antivirus software click the "add to exceptions" link. To send a false positive report click the "report false positive" link. Sending false positive reports usually helps speed up the resolution process.


Avastadd to exceptions report false positive 
AVGadd to exceptionsreport false positive 
Aviraadd to exceptions report false positive 
Bitdefenderadd to exceptions report false positive 
Comodoadd to exceptions report false positive 
ESET NOD32add to exceptions report false positive 
F-Secureadd to exceptions report false positive 
GDataadd to exceptions report false positive 
Kaspersky Antivirusadd to exceptions report false positive 
MalwareBytesadd to exceptions report false positive 
McAfeeadd to exceptions report false positive 
MS Windows Defenderadd to exceptions report false positive 
Symantecadd to exceptions report false positive 
TrendMicroadd to exceptions report false positive 
Vipreadd to exceptions report false positive