How Auvik handles Super Admin account issues

Auvik’s rules regarding MFA reset requests are to protect customer accounts.

• Auvik will not change a user’s permissions if a viable Super Admin user is attached to the account. 
• Auvik will only change an existing user account permissions to or create a new Super Admin account if you meet the criteria outlined below. 
• Auvik will only adjust the Default roles of a Super Admin in Auvik. Any customizations must be handled by a user with the default Super Admin role.
• Auvik will not delete any user account from a client's account. A user with the Super Admin role will need to perform this action.

At Auvik we highly value your security, keeping that in mind, it may take time to process your request while we do our due diligence. Please take this into consideration when communicating with our agents.

MFA Reset Is Not Working

If you are the Super Admin and believe the MFA reset function is not working and you have reviewed this article: How to reset a 2FA token, please submit a ticket to Support so we can investigate.

Super Admin Account Changes 

If you have lost your password for your MFA account or require a replacement Super Admin account, the following requirements/process will be followed:

• If you know your account’s Customer Success Manager (CSM), include them (CC) in your request to expedite the process.
• Indicate what has happened and why this is needed.
  • Example: 
    • The last Super Admin for the account has been terminated. 
    • I am the Super Admin, and my phone was destroyed.
    • I own the company and want full access to my Auvik site. 
• If your site's Super Admin is unavailable for more than three business days, please indicate this in your ticket.
• If the Super Admin MFA is locked out or not working, we will contact and confirm only using the phone number attached to the account, not the one provided by the individual contacting us.
• If contact information for the account is missing from Auvik’s records, Auvik will only act if we can confirm the information with a verifiable company official (HR).

*Note: If this concerns a change in ownership in the company attached to the Auvik Network Management account, the Auvik CSM will initiate a verification process.