MOST OF OFFICE 365’S DATA CENTERS RUN WITHOUT HUMAN INTERACTION, BUT IN THE RARE EVENT THAT A HUMAN HAS TO INTERACT WITH A CUSTOMER’S DATA OR A SYSTEM HOUSING THAT DATA...
Do you want to know about it? If so, with the Lockbox feature within Office 365, Microsoft will be required to alert you of their plan and await your approval to take the appropriate action. In the Office 365 Administrative portal, admins will see a request, and be able to accept/reject the request.
Frequently asked questions
Q. Who is notified when there is a request to access a customer’s content?
A. Administrators in the customer’s Office 365 environment are notified via email that there is a request for access. The Office 365 Admin Center portal will also display requests that have been submitted to the customer for approval.
Q. Who can approve or reject these requests in a customer’s organization?
A. Administrators in the customer’s Office 365 environment can approve or reject Customer Lockbox requests.
Q. Under what circumstances do Microsoft engineers need access to customer’s content?
A. No one at Microsoft has standing access to customer content in Office 365. Furthermore, Office 365 services are being engineered so that people performing service operations never have access to
customer content. Therefore, we believe that the only scenario where a Microsoft engineer will need to access customer content is when the customer asks us to do so.
Q. What happens if a customer rejects the Microsoft engineer’s access to content?
A. Microsoft can only proceed following approval of a Customer Lockbox request. If a customer rejects a Customer Lockbox request, no access to customer content will occur. If a user was experiencing a service issue that required Microsoft to access customer content in order to resolve (though such circumstances are expected to be extremely rare), then the service issue might simply persist. Microsoft would inform the customer of this outcome.
Q. What happens to a Customer Lockbox request that was not acted upon by the customer in a timely manner?
A. Customer Lockbox requests have a default lifetime of 12 hours, after which they expire. Expired requests do not result in access to customer content.
Q. How do I purchase Customer Lockbox for Office 365?
A. Customer Lockbox for Office 365 will be available as part of a new premium Office 365 Enterprise Suite called E5. More information on E5 can be found here.
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