The Microsoft support engineer logs into the Customer Lockbox request tool and makes a data access request that includes the organization's tenant name, service request number, and the estimated time the engineer needs access to the data.Īfter a Microsoft Support manager approves the request, Customer Lockbox sends the designated approver at the organization an email notification about the pending access request from Microsoft.Īnyone who is assigned the Customer Lockbox access approver admin role in Microsoft 365 admin center can approve Customer Lockbox requests. Someone at an organization experiences an issue with their Microsoft 365 mailbox.Īfter the user troubleshoots the issue, but can't fix it, they open a support request with Microsoft Support.Ī Microsoft support engineer reviews the service request and determines a need to access the organization's tenant to repair the issue. These steps outline the typical workflow when a Microsoft engineer starts a Customer Lockbox request: This gives you the option to approve or deny the request for your organization, and provide direct-access control to your content. Customer Lockbox requires the engineer to request access from you as a final step in the approval workflow. However, some cases require a Microsoft engineer to access your content to determine the root cause and fix the issue.
Usually, engineers fix issues using extensive telemetry and debugging tools Microsoft has in place for its services. Occasionally, Microsoft engineers help troubleshoot and fix issues that arise with the service.
To learn more about Microsoft's workflow process, see Privileged access management. Customer Lockbox brings you into the approval workflow process that Microsoft uses to ensure only authorized requests allow access to your content.
To see the options for licensing your users to benefit from Microsoft Purview offerings, see the Microsoft 365 licensing guidance for security & compliance.Ĭustomer Lockbox ensures that Microsoft can't access your content to do service operations without your explicit approval. To recommend support for other services, submit a request at Feedback Portal. Customer Lockbox supports requests to access data in Exchange Online, SharePoint Online, OneDrive for Business, and Teams. This article provides deployment and configuration guidance for Customer Lockbox.
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