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How to Grant Ooyala Support Engineers Access to Your Account

[ Edited ]

By default, your Ooyala Support Engineers do not have permission to access your Backlot account directly. This is intended to ensure the security and privacy of your valuable content.

 

Please note:  Trial accounts do not include Ooyala Support and therefore Ooyala Suport Engineers do not have, and cannot be granted, access to these accounts.

 

On occasion, however, you may wish to grant them access, so that they can aid you in quickly and efficiently solving your support requests.  There are three ways in which you can grant permission to your Ooyala Support Engineer:

 

  1. Create a user credential within your Backlot account and provide it to a specific Ooyala Support Engineer. This will give them ongoing access, and enable you to manage the level of permissions to which they are assigned.

  2. Provide temporary permission for all Ooyala Support Engineers to log in using their Ooyala Administrator credentials. This will allow them to help you with your current support request, then automatically revoke access within a timeframe that you select.

  3. Provide permanent permission for all Ooyala Support Engineers to log in using their Ooyala Administrator credentials. This will allow them to help you with your support requests, both current and future; you may revoke this permission at any time through Backlot.

 

The following instructions explain how to provide these permissions to your Ooyala Support Engineers.

 

Create a User Credential for Your Backlot Account

The following steps will enable you to create a new user credential.

 

  1. Login to Ooyala Backlot

  2. Click the Account tab

  3. Click the User Management link below the tab bar

  4. Click the New User button in the Authorized User section (illustrated in the screenshot below)

  5. Fill in the name and email of your Ooyala Support Engineer, then set the appropriate Permissions level (we recommend Administrator, so that they can help with all issues)

  6. Click Add & Notify New User


Screen Shot 2014-04-30 at 1.39.41 PM.png

 

Your Ooyala Support Engineer will receive notification that they may now use this account-specific login to access your account.  You may change their Permissions level, or delete their account, at any time.

 

Permit Temporary Access to Your Backlot Account

The following steps will enable you to provide temporary access to your Backlot account for Ooyala Support team members using their Ooyala Administrator credentials.



  1. Login to Ooyala Backlot

  2. Click the Account tab

  3. Click the Account Settings link below the tab bar

  4. Direct your attention to the Support Account Access Preferences section at the bottom right of the screen (illustrated in the screenshot below)

  5. Change the value from the default No access to either 1-day Block, 3-day Block or 7-day Block

  6. Click the Update button

 

Screen Shot 2014-04-30 at 1.39.51 PM.png

 

During the time block you have specified, all Ooyala Support Engineers will be able to log in to your account to help you resolve your support issues.  Once the time block you have specified has expired, your account will revert to the default No access setting.

 

Permit Permanent Access to Your Backlot Account

The following steps will enable you to provide permanent access to your Backlot account for Ooyala Support Engineers using their Ooyala Administrator credentials.

 

  1. Login to Ooyala Backlot

  2. Click the Account tab

  3. Click the Account Settings link below the tab bar

  4. Direct your attention to the Support Account Access Preferences section at the bottom right of the screen (illustrated in the screenshot below)

  5. Change the value from the default No access to Unlimited

  6. Click the Update button


Screen Shot 2014-04-30 at 1.40.03 PM.png

 

All Ooyala Support Engineers will now be able to log in to your account using their Ooyala Administrator credentials. If you wish to revoke this access, simply repeat the process, changing the preference from Unlimited back to the default of No access.

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Occasional Advisor
Posts: 8
Registered: ‎04-29-2014

Re: How to Grant Ooyala Support Engineers Access to Your Account

Support access does not apply to Trial Accounts and no option exist to grant access. The previous post by Thomas for full accounts only, apparently, in case that helps those working on implementations.