Access Levels

  • KM00005
  • 19-Jun-2018
  • 03-Jun-2019


Document outlines the various access levels and associated content


Some functions offered by the MySupport site, as indicated by the image text small lock icon, are restricted and require one or more of:

1) sign-in registration with single sign on
2) a valid support contract
3) a partner agreement
4) an internal email address

Access Levels

The access levels are defined in the table below which also outlines the available information and support services associated with each access level.


Access Level and Requirements

Available information


No sign-in or contract required

  • FAQ & User guides
  • Support Contact & Community
  • Links to available services where registration is required
  • Registration link to Single Sign On
  • Services collateral: datasheets, service descriptions
  • Support contact phone numbers by language
  • Integration Portal
  • Support matrices

image text  Customer 

A Single Sign On account is required
(Active support contract is not required)

Requires Single Sign On account to access content.

  • Click 'sign-in' to access content.
  • Email notifications
  • Product Manuals and Documentation
  • Life Cycle and Obsolescence information
  • Public and unentitled knowledge base content

image text  Customer Entitled

Active support contract required

Requires an active customer support contract and a Single Sign On account to access content.
The support contract must be added to your My Entitlements menu.

Check your support contract information to validate your access.

If you have an (SAID) but are unable to access support, please sign in with your Single Sign On and submit a new Service Request to 'Investigate Contract' and follow the on-screen instructions.

To obtain a support contract, submit a new Service Request to 'Sales'.

  • Product technical case management (log / track service requests)
  • Enhancement requests
  • Customer Patches
  • Contract-entitled knowledge base content

image text   Partner

Active partner contract required

  •  Partner-entitled knowledge base content

image text  Employee

Single SIgn On account with an associated internal email address required.

  •  Internal knowledge base content