An agent will check if the client is in authorized support contact list for the associated account.

If the client is not listed in the contact list, no help will be provided if the request has any security concerns such as Security reset, Changed in the database, update\edit\troubleshooting existing profiles or rules, certificates related issue, console security, upgrade request, unenrolling devices, and many others. In other words, the agent will assist the customer with general questions that they have regarding their issue and assist as best they can.

The unauthorized client will be informed to contact their SOTI admin to have them added to list.