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Opening a Technical call as a Partner

engineers are unable to search account names when opening a technical call, no customer accounts appear.



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  • Secil, I got a response from Sophos' global VP of Support that included the following:

    • The partner/customer relationship that is established MyUTM is done with implicit permission from the customer as it only requires the partner to know the name/email address of the customer to set it up. It does not require the customer to confirm.  This violates generally-accepted security policies and our own internal security policies.
    • The partner/customer relationship in Service Cloud requires explicit permission and confirmation from the customer for Data Protection and GDPR compliance.  No partner/customer relationship data was migrated from SophServ or MyUTM as customers needed to explicitly agree to what would be shared via the Support Portal.

    The present situation makes perfect sense when one considers GDPR.

    I still think that Sophos should have done a better job of preparing Partners and customers.  Clearly, you were trained before August 17th.

    Cheers - Bob

     
    Sophos UTM Community Moderator
    Sophos Certified Architect - UTM
    Sophos Certified Engineer - XG
    Gold Solution Partner since 2005
    MediaSoft, Inc. USA