Overview
This article outlines the procedures for managing customer account access within the Managed Services Center (MSC). It provides detailed instructions for converting access types between 'Managed' and 'Restricted', canceling pending change requests, and managing temporary access to a customer's console.
The access type determines two key MSP capabilities: the level of persistent console access and the availability of Product Reports in the MSC.
Managed Access: Grants the MSP persistent, ongoing access to the customer's console for proactive administration. With this access level, you can also view the customer's Product Reports (e.g., Endpoints, Google Workspace, Enterprise Workloads) directly in the MSC.
Restricted Access: Removes persistent console access by default to meet stricter security and privacy requirements. To provide support, the MSP must request temporary, time-bound access. Product Reports for these customers are not available in the MSC.
Convert Access Type from Managed to Restricted
To convert the Access Type from Managed to Restricted
Log in to the Managed Services Center console, and select Customers from the menu.
On the Customers page, select the customer that you want to change the access type.
On the Customer details page, under the Account Details section, click Mark as Restricted button.
4. In the Mark as Restricted confirmation window, select the Druva Cloud Administrator and click Send Request. The request is sent to the Druva Cloud Administrator.
Once an MSP Administrator submits a request, the following approval process is initiated:
Email Notification: An email notification is sent to the customer's DCP Administrator. This email contains a link to Druva Cloud Platform where the admin can access the request.
Admin Action: The DCP Administrator clicks the link in the email to review the request.
If the administrator is not already logged in, they are directed to the login page and then taken to the request page upon successful login.
If the administrator is already logged in, they land directly on the request page.
On the request page, the administrator can review the details and then Approve or Decline the request.
Final Confirmation: After the DCP Administrator takes action, a final confirmation email is sent to all the MSP and customer’s DCP Administrators, informing them of the outcome.
Convert Access Type from Restricted to Managed
To convert the Access Type from Restricted to Managed
Log in to the Managed Services Center console, and select Customers from the menu.
On the Customers page, select the customer that you want to change the access type.
On the Customer details page, under the Account Details section, click Mark as Managed button.
4. In the Mark as Managed confirmation window, select the Druva Cloud Administrator and click Send Request. The request is sent to the Druva Cloud Administrator.
Once an MSP Administrator submits a request, the following approval process is initiated:
Email Notification: An email notification is sent to the customer's DCP Administrator. This email contains a link to Druva Cloud Platform where the admin can access the request.
Admin Action: The DCP Administrator clicks the link in the email to review the request.
If the administrator is not already logged in, they are directed to the login page and then taken to the request page upon successful login.
If the administrator is already logged in, they land directly on the request page.
On the request page, the administrator can review the details and then Approve or Decline the request.
Final Confirmation: After the DCP Administrator takes action, a final confirmation email is sent to all the MSP and customer’s DCP Administrators, informing them of the outcome.
Note: Please note that customers hosted in GovCloud or on the Asia-Pacific control plane are an exception. They are permanently set to 'Restricted' access, and this setting cannot be changed to 'Managed'.
Cancel Access Type Change Request
To cancel the Access Type change request
Log in to the Managed Services Center console, and select Customers from the menu.
On the Customers page, select the customer that you want to cancel the access type change request.
On the Customer details page, under the Account Details section, click Cancel Restrict Request / Cancel Managed Request button.
4. On the confirmation window, click the Cancel Request button.
5. A confirmation email is then sent to the MSP Administrator and the customer's DCP Administrator to notify them of the cancellation.
Request Temporary Access to Tenant Console
To request temporary access to the tenant console
Log in to the Managed Services Center console, and select Customers from the menu.
On the Customers page, select the customer that you want to access the console.
On the Customer details page, click the Request Access button.
4. On the Request Access window, select the dropdown for below-fields and click Request Access button:
Set the duration for which you want to request tenant console access. The duration must be between 1 and 3 days.
Select the Druva Cloud Administrator to whom you want to send the request.
5. The Druva Cloud Administrator will review and Approve or Decline the request. The following approval process is initiated:
Email Notification: An email notification is sent to the customer's DCP Administrator. This email contains a link to Druva Cloud Platform where the admin can access the request.
Admin Action: The DCP Administrator clicks the link in the email to review the request.
If the administrator is not already logged in, they are directed to the login page and then taken to the request page upon successful login.
If the administrator is already logged in, they land directly on the request page.
On the request page, the administrator can review the details and then Approve or Decline the request.
Final Confirmation: After the DCP Administrator takes action, a final confirmation email is sent to all the MSP and customer’s DCP Administrators, informing them of the outcome.
Note:
The 'Restricted' access level removes persistent MSP access and enables the option for an MSP Administrator to request temporary, time-bound access when support is needed.
Customers hosted in GovCloud or on the Asia-Pacific control plane are exceptions. They are permanently set to 'Restricted' access, and this setting cannot be changed to 'Managed'.
Cancel Access Request
To cancel the request for temporary access to the tenant console
Log in to the Managed Services Center console, and select Customers from the menu.
On the Customers page, select the customer that you want to cancel the request to access the console.
On the Customer details page, click the Cancel Access Request button.
4. On the Cancel Access Request confirmation window, click the Cancel Request button.
Convert MSC Provisioned to Druva Provisioned Customers
Please Note: Converting a customer from MSC Provisioned to Druva Provisioned is a significant change that impacts the MSP’s capability to manage customer licenses from MSC. To understand the full scope of this action, please review the detailed documentation before you proceed.
To change the Customer Type from MSC Provisioned to Druva Provisioned
Log in to the Managed Services Center console, and select Customers from the menu.
On the Customers page, select the MSC Provisioned tab. It displays the list of all MSC Provisioned customers.
3. Select the customer that you want to convert to Druva Provisioned.
4. On the Customer details page, under the Account Details section, click the Edit button.
5. In the Edit Customer window, select the Customer Type as Druva Provisioned and click Save.
6. On the confirmation window, click Confirm.