Help Docs

Customer Account

View Customer Account

As an MSP user, you can quickly track the details of all the customers in your MSP account by following these steps:

  1. Log in to your Site24x7 MSP account.
  2. Click the Admin > Customer Management > Customers icon listed in the dock.
  3. You'll be taken to the Customer Account details page.
  4. From the Customer Account details page, the following information is displayed:
    • Customer Name: Name of the MSP customer.
      Note

      This will show the main account contact name unless you've specified a customer company name when creating the customer account.

    • Email address: The contact email address of the customer.
    • Number of MSP Users: The number of MSP admins who can handle the customer account.
      Note

      If you've added the MSP customer account, you'll get Super Admin privileges over this account by default. However, you can also associate other MSP users to the customer account with Admin privileges. 

    • Status: Based on the current operational status of the customer's account, the account is classified as INACTIVE, FREE, or ACTIVE.
      • INACTIVE: The customer account has been terminated and is no longer in use.
      • ACTIVE: This is an active customer account.
      • FREE: This account has been successfully downgraded to a FREE customer account. To enjoy unrestricted access to the account, you must upgrade the account.
    • Manage: If you wish to upgrade/downgrade/terminate a certain customer account, just move the cursor over the hamburger icon , and click the relevant drop-down instance. An ACTIVE account can be downgraded/terminated. Similarly, a FREE account can be upgraded/terminated.
      Note

      An INACTIVE account is considered terminated, and management access will be completely restricted.

Add Customer Account

An MSP account allows multi-tenancy with the ability to host multiple accounts. This count can always be increased as per your need. You can purchase additional add-ons to increment the existing customer count. However, during your MSP evaluation, the same is limited to three customer accounts. Being an MSP Admin lets you to easily set up customer accounts under your MSP account. The MSP Admin will have complete access to the customer account as Site24x7 Super Admin user. However, other MSP users can also access these accounts with Site24x7 Admin privileges.

Follow the steps below to configure a customer account successfully:

  1. Log in to your MSP account.
  2. Navigate to Admin > Customer Management > Customers > + (Add Customer Account) button.
  3. A modal popup window will ask you to enter the details for setting up your customer account.
    • Customer details:
      • Customer's Company: Enter the company name of your MSP customer.
      • Customer's Website: Enter the website URL of the MSP customer.
      • Main Account Contact's Name: Provide the contact name for the MSP customer account.
      • Customer's Email: Enter the customer's email address.
        • Note
          • An invitation email will be instantly triggered to the added customer, who will then be added to the respective customer account as a Site24x7 Sub-User with MSP Customer role.
          • The option to invite a customer will not be available while editing the customer account. However, if you still wish to invite a customer to the customer account, you can follow the steps listed here.Invite this Customer to Access Monitoring Portal: Check this option and provide the email address of the customer whom the MSP wishes to invite to access the Allow-listed labeled customer portal.
      • Mobile Number: Choose the appropriate country code and enter the contact number of the customer contact.
        Note

        Customer data will be listed in the customer dashboard only after completing the mobile number verification.

      • Associate to Customer Groups: You can associate up to 20 customer accounts with a customer group. A customer account can only be linked to one group and cannot be associated with multiple groups. Each group must have its own unique set of customers. 
        This approach ensures better manageability and control within groups, avoiding duplication and maintaining a clean organizational structure.
        Learn more about Customer Groups.
      • Country / Region: Choose the customer's country name from the drop-down menu.
      • Industry: Choose the industry vertical to which your customer is associated.
      • Main Account Contact's Role/Title: Select the Role/Title of the account contact from the drop-down. 
    • Customer Account Customization:
      • Customer Login Portal: Personalize your Customer Portal URL by providing a unique customer login portal name extension. This will facilitate easy access to the monitoring console.
        Note
        • The Customer Login Portal will have the following components: Custom Domain for MSP followed by /app/login/, followed by the unique Customer Login Portal Name. An MSP customer can view their reports online by accessing this custom URL. The following is an example for a custom URL: https://www.custom_domain.com/app/login/customer_login_portal.
        • In order to enable URL rebranding, make sure you create a CNAME record in your DNS zone file to point the unique customer login portal URL to the Site24x7 URL. Learn more about CNAME mapping.
      • Language for Emails: Select a language for you and your customers from the drop-down.
      • Customer time zone used in the reports: Change the time zone manually according to your requirement from the drop-down. All reports are generated based on your selected time zone. Learn more about time zone settings.
      • Associate MSP Users: An MSP Admin can add and associate multiple MSP users to manage an MSP customer account. In the Associate MSI Users section, select the relevant check box to associate the MSP user to the customer account. It will provide Site24x7 Super Admin rights to the MSP Admin and Site24x7 Admin rights to the MSP operator for managing the customer account. 
        Note

        If an MSP user is not associated with the customer account, they will not be able to access it.

      • Account Expiry Date: Configure the expiry date for customers in your accounts using this option. 
        MSP Admins can use this option to suspend or downgrade temporary customer accounts manually, downgrade customer accounts, and more.
      • Enter Captcha: A unique captcha will be provided. Provide the captcha in the given field.
  4. Once all the fields are filled, click Create Customer Account to successfully create a customer account in your MSP account. The customer account will be automatically added to your Customer Account Details dashboard.
    Add Customer Account

Edit Customer Account

To edit the parameters listed in the existing customer account, follow these steps:

  1. Log in to your Site24x7 MSP account.
  2. Navigate to Admin > Customer Management > Customers, and click the ribbon that lists the relevant customer details.
  3. In the popup, you can edit your customer account details.
  4. Save the form once completed. The customer account details will be updated.
    Note

    Learn more about how dissociation of users can be done via the Edit Customer Preferences form.

Downgrade/Upgrade/Terminate Customer Account

You can always Downgrade/Upgrade/Terminate a customer account with MSP Admin privileges.

Downgrade Customer Account

If you wish to downgrade your ACTIVE account to FREE, follow these steps: 

  1. Log in to your Site24x7 MSP account.
  2. Navigate to Admin > Customer Management > Customers > Choose an ACTIVE customer account and hover over the hamburger  icon listed on the ribbon.
  3. Click Downgrade to convert the customer account to a FREE account.

Upgrade Customer Account

If you wish to upgrade your FREE account to an ACTIVE account, follow these steps:

  1. Navigate to Admin > Customer Management > Customers > Choose a FREE customer account and hover over the hamburger  icon listed on the ribbon.
  2. Click Upgrade to convert the customer account to an ACTIVE account.

Terminate Customer Account

If you wish to Terminate your ACTIVE or FREE account, follow these steps:

  1. Log in to Site24x7 MSP Account.
  2. Navigate to Admin > Customer Management > Customers > Choose either an ACTIVE or FREE customer account and hover over the hamburger  icon listed on the ribbon.

  3. Click Terminate. Specify the reason for downgrade and enter the captcha before clicking Terminate my Customer Account. Your customer account will be revoked instantly and made INACTIVE.

Set up Single Sign-On (SSO) with SAML based Authentication

Security Assertion Markup Language (SAML) is an XML-based framework for exchanging user authentication, entitlement, and attribute information. It helps to exchange authentication and authorization data between applications like identity providers (IdP) and service providers. Follow the steps below to setup SSO with SAML based authentication:

  1. Log in to Site24x7 MSP account.
  2. Navigate to Admin > Customer Management > Customers.
  3. In the Customer Accounts listing page, hover over the hamburger icon Hamburger Icon next to an account of your preference and click SAML Authentication.
  4. In the SAML Authenticationpop-up that opens, provide the following details:
    • Remote Login URL: Enter the remote login URL of your IdP to which Site24x7 MSP custom portal will be redirecting your end users.
    • Remote Logout URL: Enter the remote logout URL of your IdP to which Site24x7 MSP custom portal will be redirecting your end users when they attempt to log out of the Site24x7 MSP custom portal.
    • Reset Password URL: Enter the reset password URL of your IdP to which Site24x7 MSP custom portal will be redirecting your end users when they try to change their password for the Site24x7 MSP custom portal.
    • X 509 Certificate: Upload the Public X.509 certificate in text format. The public key in the certificate will be used to verify that your IdPhas issued all received SAML authentication requests.
    • Algorithm: Select an algorithm between RSA and DSA using which your IdP generated the public keys and certificates.
    • SAML Request URL: Copy the SAML Request URL from this field in Site24x7 MSP portal and paste it in the respective field in your IdP.
    • SAML Response URL: Copy the SAML Response URL from this field in Site24x7 MSP portal and paste it in the respective field in your IdP.
    • Default Relay State: Copy the Default Relay State value from this field in Site24x7 MSP portal and paste it in the respective field in your IdP.
  5. Click Save.

Multi-factor authentication

Multi-factor authentication (MFA) is a security mechanism that generates time-sensitive one-time passcodes, known as time-based one-time passwords (TOTP), for authentication. It enhances security by requiring a dynamically changing code in addition to a password.

Managed service providers (MSPs) now support MFA TOTP for customer accounts. MSPs can enable or disable MFA for their customers based on specific requirements.

Enable multi-factor authentication

Follow these steps to enable MFA:

  1. Log in to Site24x7 MSP account.
  2. Navigate to Admin > Customer Management > Customers.
  3. In the Customer Accounts listing page, hover over the hamburger Hamburger Icon icon next to an account of your preference and click Enable Multi-Factor Authentication.
Customer MFA

When an MSP enables MFA for customers, it will be activated for them.

Learn more about configuring MFA.

Disable multi-factor authentication

Follow the steps below to disable MFA:

  1. Log in to Site24x7 MSP account.
  2. Navigate to Admin > Customer Management > Customers.
  3. In the Customer Accounts listing page, hover over the hamburger Hamburger Icon icon next to an account of your preference and click Disable Multi-Factor Authentication.

    Note

    The selected customers for whom MFA has been disabled will have the option to either enable or disable it.

    Disabling MFA in customer accounts

    Customers who have activated MFA will see a My Account link in their profile.

    To disable MFA for your account, follow the below steps:

    1. Log in to your account.
    2. Click the My Account link and select Multi-Factor Authentication.
      MFA My Accounts
    3. Turn off the toggle under MFA Modes.
      MFA Authenticator
      Once disabled, you can log in without the MFA option in the future.

Access Customer Portal

MSP's end customers can sign into their white-labelled monitoring console and access various monitor reports by simply logging in using the custom URL provided by the MSP (Here is an example of how a custom URL would look like:  "https://www.custom_domain.com/app/login/customer_login_portal"). Customer Login Portal Name can be set up during the customer account creation. You can invite your end-customers to access the monitoring console. Once the end customer accepts the invitation, he/she can login to the white-labelled monitoring console with an MSP Customer role.

Note

In order to facilitate URL rebranding, make sure you create a CNAME record in your DNS zone file to point the unique customer login portal URL to the following Site24x7 URL. Learn more about CNAME mapping.

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