Sparkrock Support team remote access to Sparkrock 365 - Frequently Asked Questions

Modified on Sat, 20 Jul, 2024 at 10:37 AM

When considering access permissions and support interactions with Sparkrock Support, it's essential to be aware of your organization's policies. This Q&A addresses common queries regarding granting access to Sparkrock 365 Support team members outside North America, the implications of internal policies, and options for troubleshooting with the Sparkrock Support team.

Question	Answer
If I invite a Support team member to our Sparkrock 365 application, would they also have access to our network?	No, the support team will only have access to the Sparkrock 365 application. No network access or network shares will be granted. Customers manage the level of access.
What should an organization do if access cannot be granted due to internal policies?	Review your organization's internal policies to determine if allowing Sparkrock users access is permissible. If not, consider scheduling a meeting with Sparkrock Support for screen sharing during troubleshooting. Note that SLAs may be impacted.
Does Sparkrock perform background checks on employees accessing our environments?	Yes, Sparkrock follows rigorous security protocols, including background checks on its employees with access to customer environments.
Can we have a list of users needing access to Sparkrock 365, and can we modify those users?	Customers have control over user access. Sparkrock provides a list, and customers can modify user access as needed.
How many licenses do we need to provide for Sparkrock employees?	Customers are entitled to at least three external accountant licenses, which are not charged by Microsoft.

For further inquiries or specific cases, please contact Sparkrock Support.

Update History

Date	Details	Link
December 08, 2023	Initial publication of this Knowledge Base article.

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