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Hello friends,
When Creating a new support ticket with Microsoft If we consent to the support engineer being able to create a full copy of the CRM instance... how can we trust that the Customer data will be safe and un-abused?
I have been searching for some kind of binding agreement document agreement stating that the data will be safe, but have not found anything. Do any of you know where I could find something like that?
Regards,
Brown.
Hello Brown,
The official agreement is in fact the consent agreement before granting the full copy consent. Even with a full copy, engineers need to file an access request to the support org and only specific engineers are able to request this access. This also provides a log of who accesses the data at a specific time and if that data was compromised, Microsoft would pursue legal action on that individual.
Thanks,
Tyson
Hello Brown,
Very good question to have as customer data is very sensitive and is always a topic that myself and support engineers are constantly being trained on. We have file shares to safely secure and transfer files, supported methods of screensharing and other Data Safety methods.
When it comes to support vs minimal copy. Typically our support team only needs a minimal copy to include all of the customizations for a repro scenario. However, if a full copy is needed, this is where the consent does come in and the reason that it is there. I definitely understand the concerns though and if you don't feel comfortable providing full copy you can always deny this request.
Let me however see if I can locate any documentation or a binding agreement on this though and I would be happy to share.
Our Motto here is that Microsoft runs on Trust.
Thanks,
Tyson
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