Overview

SmartSimple Policy on Client System Access

Policy Statement:
At SmartSimple Software, we are dedicated to ensuring secure, accountable, and transparent access to client instances hosted on our SmartSimple Cloud platform. This policy outlines the protocols for managing support access in a controlled manner and highlights the proactive sharing of access information with clients through the SmartSimple Cloud client support portal.

Scope:
This policy applies to all authorized personnel who require access to client instances for the purpose of providing support and troubleshooting.

Policy Objectives:

• To provide prompt and effective support to clients while maintaining the security and integrity of their instances.
• To establish a process that is both transparent and accountable for support staff accessing SmartSimple Cloud client instances.
• To offer real-time visibility into support staff access through the SmartSimple Cloud.

Who, Why and How?

Users Eligible for Access Approval:

• Members of the Implementation Team:
  • These individuals are critical for completing the system configuration.
  • Access is granted to team members assigned the specific role of "Internal Role – Implementation Team".
• Support Team Members located in Canada, the United States, Ireland, and Spain with region-specific roles such as:
  • Internal Role - PAC Access – US
  • Internal Role - PAC Access – Canada
  • Internal Role - PAC Access – UK
  • Internal Role - PAC Access – EU

Duration of Access:
The duration of access to SmartSimple is contingent upon the established timeline of the project at its initiation. Access will be managed as follows:

• During the Transition to Support Process: The support team will initiate a ticket to deactivate access for the Implementation Team upon the completion of the transition process.
• Upon Completion of a Request for Service (RFS): The project team will submit a ticket to notify the support team of the RFS completion. Subsequently, their access to the client system will be disabled.

Future Enhancement Consideration:
As a proactive measure for security and access management, it is recommended to establish an expiration date for client system access based on the project completion dates.

How to Request Access

• To request access to the client system, the relevant team should create a support ticket.
• Select the ticket type "PAC Access Request" and provide the details of the instance(s) for which access is being requested.
• The support team will facilitate the activation of access.

Reporting on System Access Logs

• PAC Access by Date and Alias [Report Id: 17033]: You can input the system alias and the date range to display a list of all SmartSimple personnel who accessed the client system.
• A system report can be generated on the client system, providing a comprehensive account of access logs attributed to SmartSimple personnel.

Future Consideration:
Exploring the implementation of a standardized, built-in report accessible across all instances, akin to Usage Reports, may streamline access reporting processes, enhancing efficiency and accessibility for administrators.

Adding Instance to Authenticated Servers List

• Enable Authenticated Member on the target instance
  • Activate an account for SmartSimple Support within the internal Organization Hierarchy.
  • Assign the Support account as Global Admin with System Administrator role or preferably with a dedicated SmartSimple Admin role to allow exceptions from Single Sign-On if applicable.

Generate Security Key

• The client or project team must adhere to the following steps to generate a security key on the target instance that will be added to https://smart.SmartSimple.com
• Navigate to Global Settings Integration Authenticated Member Configuration.
• Enter the following details and click Save:
  • Name: SmartSimple Community Portal
  • Alias: smart
  • URL: https://smart.SmartSimple.com
• Selected Users: Utilize the Binoculars icon to search for and add SmartSimple support.
• Role: SmartSimple Admin or System Admin (The Support account must possess this role).
• Save and copy the Security Key.