To increase the security and privacy of our customer data, Marketo Support has introduced the option for our customers to tell us whether they allow Marketo Support Staff and our authorized representatives to access their instance while troubleshooting support cases.
Do note that denying or delaying approval for Marketo Support Staff and our authorized representatives to access the instance might prevent us from fully investigating the issue raised in the support case, and can result in extended resolution times or the inability to fully resolve the reported issue.
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Authorized Support Admin
The Authorized Support Admin can set the remote access permissions for the entire instance by navigating to the ‘Manage Remote Access’ option in the Support Portal. This selection applies to cases raised under the entitlement by either the Authorized Support Admin or Authorized Support Users. The options that are available are:
- All Cases: By default, Marketo Support Staff and our authorized representatives can access the instance for all cases raised under the entitlement. When a case is raised, this selection can still be changed during the case creation process.
- Approval Needed: By default, Marketo Support Staff and our authorized representatives are denied access to the instance for any new case raised under the entitlement. When a case is raised, this selection can still be changed during the case creation process.
- Never: Marketo Support Staff and our authorized representatives are denied access to the instance for any new case raised under thes entitlement. This cannot be changed during the case creation process without explicit permission from the Authorized Support Admin.
Authorized Support Users
Authorized Support Users can set the remote access permissions on a per case basis during the case creation process.
- Allowed: Marketo Support Staff and our authorized representatives can access the instance for the life of the case for troubleshooting purposes.
- Denied: Marketo Support Staff and our authorized representatives are not allowed to access the instance at any time during the life of the case.
If the Authorized Support Admin has opted to Never allow remote access, the permission on the case will be set to Denied and cannot be changed by an Authorized Support user.
Getting Permission
In the case where Marketo Support or our authorized representatives require access to an instance, and the remote access permission is denied for the case, we have the option to request permission. We will send the contact on the case an email with a link so that the change in permission can be recorded in our system.
If the access permission on the case is Denied, and the instance wide setting by the Authorized Support Admin is either All Cases or Approval Needed, both Authorized Support Users as well as the Authorized Support Admin can grant us access for that case.
If the access permission on the case is Denied, and the instance wide setting by the Authorized Support Admin is Never, only the Authorized Support Admin can grant us access for that case.
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