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Granting Support Access to Your Site

If your SailPoint cloud tenant isn't behaving as expected, you might reach out to Customer Support for help. In some cases, the support team might need access to your site so they can troubleshoot more directly.

If you're an IdentityNow org administrator, you can grant the support team temporary access to your site directly using the Grant Tenant Access page.

Without this special permission, no one from SailPoint Support or Services can sign in to your org.

Enabling Access to Your Site

  1. From the Admin interface, go to Global > Grant Tenant Access.

  2. Under External Tenant Access, move the slider to Enabled.

  3. Under Access Expiration, choose an expiration date for the support team's access to your tenant.

    The expiration date for the access must be between 1 week and 1 year away.

    Note:

    The name of the support team that appears on this page may vary depending on whether you're working with SailPoint directly or with a partner.

  4. Select Save and confirm your choice in the dialog box.

    To remove the support team's access to your site prior to the expiration date, move the External Tenant Access slider to Disabled.

All activity performed by the support user can be tracked in the default audit reports.

Frequently Asked Questions

Q: Can I opt out of the process that requires me to manually grant the Support team access to my site?

A: Yes. If you choose to disable the Grant Tenant Access page, the Support team will have access to your tenant at all times.

Q: If all org administrators are locked out of their accounts, how can I grant access to the Support team to help me access my org again?

A: In emergency situations, the Support team is able to request special access from SailPoint to the slpt.services identity in any customer site. The identity is ordinarily locked, but it can be enabled in case of emergencies, allowing the Support team to access the site and restore access to the site's administrators.