Support Options

Support Authorization

By default, Nutanix Frame support administrators are granted full access to all organizations and accounts for troubleshooting purposes. Customer Administrators or Limited Customer Administrators may opt out of default support for their account at any time by adjusting their support options.

From the Admin view, click on the ellipsis listed next to the desired customer entity and select “Edit.”

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Click on the “Security” tab at the top of the page, and then navigate to the “Support” tab.

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Under “Support authorization,” you can specify how much control you would like to grant Nutanix Frame support administrators. “Allow support to have full access to all organizations and accounts” grants Nutanix Frame support admins the same level of access as a Customer Administrator. You can also specify whether or not you would like support to be able to start sessions. Click “Save” in the upper right corner to apply your changes.

Note

Only Nutanix Frame support administrators will be able to access your account with support access enabled. If you would like to authorize other Nutanix personnel, please move on to the next section.

Authorized Nutanix Personnel

You may grant access to a single Nutanix Frame admin or other Nutanix personnel on a temporary basis by adding them as “authorized Nutanix personnel.” Under the “Support options” section, click “Add” and enter the email address of the Nutanix staff member you would like to invite. Click “Save” in the upper right corner of the screen when you are done.

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To revoke access, simply click the trash symbol listed to the right of the Nutanix staff member you would like to remove. Be sure to click “Save” to apply the changes.