3783845 - Support Access Management (SAM) for Icertis Support

Overview

Support Access Management (SAM) is an Icertis ICI feature that allows Icertis support professionals to log in to customer instances — including development, pre-production, and production environments — using their own Icertis support team credentials. SAM eliminates the need for the customer to set up identity federation or create users in the customer's Active Directory.

Access can be activated on demand for a predefined period. Once the access duration expires, access is automatically revoked. It can also be manually revoked at any time by the customer admin. Customers can view a full history of support access requests and resolutions from the ICI portal.

Key Benefits

• Provides a secure, controlled mechanism for Icertis support access — no SSO integration or Active Directory user creation required.
• Ensures data protection and security through time-bound, auditable access.
• Enables faster and more efficient support resolution.
• Customer retains full control — access can be granted, monitored, and revoked at any time.
• All support agent actions are fully audited with the Icertis Support User's email address as part of the audit trail.

SAP Ariba Contract Intelligence by Icertis

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