Mimecast Support Access

This article outlines the Mimecast Support Access Feature, which allows certain Mimecast Employees to log in to Email Security Cloud Integrated (CI) customer accounts to facilitate better technical support and troubleshooting.

Enabling the Support Access Setting 

Email Security Cloud Integrated customer administrators can enable or disable the Mimecast Support Access setting, and, either of these actions will result in a notification being sent to all administrators of the account. To do this follow the steps listed below:

1. Log in to the Email Security Cloud Integrated console.
2. Navigate to Configuration | Account
3. The Mimecast Support Access feature toggle can be used to enable or disable the setting.

This setting is enabled by default upon account creation and is automatically disabled 30 days after it was last enabled. 

Customer Administrators can enable and disable the Mimecast Support Access setting at any time. The following information outlines various measures relating to the Mimecast Support Access feature that are in place to protect customer accounts and maintain transparency.

Audit Log Recording

When a Mimecast employee accesses a customer account, this action generates an entry in the account's Audit Log. Additionally, all actions in the customer account by Mimecast employees will be recorded in the Audit Log. 

Email Notifications to Administrators

When a customer administrator enables or disables the Mimecast Support Access setting, an email notification is automatically sent to all administrators of that Email Security Cloud Integrated account to inform them that the setting has been updated. This ensures that all relevant parties are informed about the support access setting's status.

We do not send an email notification when the setting is automatically disabled after 30 days of being enabled.

Active Sessions Revoked upon Disablement

If an administrator decides to disable the Mimecast Support Access setting, any active sessions of Mimecast employees will be immediately revoked. This allows administrators to maintain control over who has access to their accounts at any given time.

Message Content Access

By default, Mimecast employees do not have the ability to view message content. The exception to this is that Mimecast employees may review items flagged as Malware, Phishing, Spam, or Untrustworthy. This limited access will assist in maintaining security and allowing necessary investigation into potential threats.

Message Downloading Restriction

At no point will Mimecast employees be able to download a message / EML. This restriction is in place to protect customer data and maintain confidentiality.

Raising Support Cases

When raising a support case with Mimecast, it is recommended that customer administrators enable the Mimecast Support Access setting. This facilitates more efficient support and allows Mimecast to address issues promptly and effectively.

See Also...

Email Security Cloud Integrated - Mimecast Support Access - Apr 2025