Email Security Cloud Integrated - Mimecast Support Access - Apr 2025

Service Update

Availability	April 3rd, 2025
Product(s)	Email Security Cloud Integrated (CI)
Who's affected	All Email Security Cloud Integrated (CI) Customers

Overview

Mimecast will be implementing a new feature for Email Security Cloud Integrated (CI) that will enable specific Mimecast Employees to access customers' Cloud Integrated accounts to enhance their support experience. 

This change will allow certain Mimecast Administrators to access accounts to facilitate efficient assistance by our Support team to prospects and customers, as well as enable meaningful and focused efforts to enhance the product.

Specific Mimecast Employees will be allowed access to a customer account if this permission has been granted by a customer administrator.

Note: The Mimecast Support Access setting is enabled by default for newly created accounts and expires after 30 days. 

What's changing

• There will be a new setting available called Mimecast Support Access. This setting can be found by navigating to the Configuration | Account section of the Email Security Cloud Integrated console.
• This option is enabled by default upon account creation and is automatically disabled 30 days after it was last enabled.
• When a Mimecast employee accesses an account, this action will generate an Audit Log entry.

Recommended actions 

• A CI administrator can enable the setting using the Mimecast Support Access toggle, which will be found under the Configuration | Account section within the Email Security Cloud Integrated console. 

When a customer administrator enables or disables the new setting, all Administrators will be notified. 

For more information about the Mimecast Support Access setting, see the Knowledge Base article listed below. 

See Also...

• Mimecast Support Access