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Druva Documentation

Manage Customers

License editions: To understand the applicable license editions, see Plans & Pricing.

Overview

Managed Service Partners (MSP) can provision tenants for Druva's  Data Protection and Governance services, and manage the quota, storage details, number of users, and different statistical metrics to monitor customer health.

Druva provides a Default Service Plan which has some default configurations set to help Managed Service Partners (MSP) get started. We also provide a Sandbox customer that Managed Service Partners (MSP) can use for internal demos, training only. 

Here's how you can manage (view, edit, suspend, enable, filter, search, and delete) the customers.

View Customer details

You can review the details of the existing customers using the Customers page.

Procedure

  1. Log in to the Managed Services Center (MSC) portal.
  2. On the top navigation bar of the MSC portal, click Customers.
  3. On the Customers page, click on the account Name of the customer to view the selected customer details. The Customers details page is displayed.

The following table provides information about the service plans details that you can view.

Summary tab

Field  Description
Account Details: Displays account details for the selected customer.
Name Displays the account name mapped to the customer.
Customer Name

Displays the name of the customer that you want to map to the Account Name that you provided.

Note: This is visible only to Managed Service Partners (MSP). Druva cannot view these details.

Address Displays the physical address of the customer.
Phone Number Displays the phone number of the customer.
Service Details section: Displays the service plan details for the selected customer
Product Displays the product name. It can be either Hybrid Workloads or Microsoft 365.
Plan Displays the service plan that the customer is assigned to.
Storage Region Displays the storage region assigned to the customer for backup.
Edition Displays the Druva product edition assigned to the service plan.
Quota/Effective Date Displays the start date from when the quota limit starts applying to the customer and storage consumption usage begins.
Expiry Date Displays the end date when the quota limit expires. Once the quota limit expires, customers cannot backup their data.
Workloads Displays the workloads configured for the service plan assigned to the selected customer.
Consumption Units: Displays the storage consumption details for the last 90 days.
Total Consumption Units

Displays the value of total storage consumption of the allocated quota.

If the customer has a service plan with both Hybrid Workloads and Microsoft 365, the consumption units for each are displayed.

Customer Contact section: Displays the names of the contact persons who would be a representative from the customer's organization.
Name Displays the name of the contact person.
Email Displays the email address of the contact person. 
Phone Number Displays the contact number of the contact person.
Comments Displays the comments for the contact person.

Customer Health tab: Provides insights into the statistics related to the customer's backup jobs and alerts. It also provides a view of data source (backup set) listing of the customer along with the last successful backup and restore job statuses.

Alerts widget_CustomerHealth tab for HW.png

Field  Description
SLA data for Hybrid Workloads only
Backup Jobs

Displays the following details for backup jobs in the last 30 days.

  • Total Backup Jobs: Number of total backup jobs initiated.
  • Successful: Number of backup jobs that completed successfully.
  • Total Restores: Number of total restores initiated.

 

Organization Displays the name of the Customer's organization.
Data Source Displays the Data Source assigned to the customer.
Workloads Displays the details of the workloads that are protected for the customer.
Backup Policy Displays the details of the backup frequency configured for the customer.
Last Backup Status (Job ID)

Displays the following details about the status of the last backup job:

  • Successful or Failed
  • Number of days  when that last backup job was completed
  • Job ID of the backup job is displayed in parenthesis.
Last Job Run Displays the data and timestamp when that last job was initiated (timezone?)
Last Successful Job Run Displays the number of days along with Job ID when the last successful job was complete for backup. This is applicable only if the current backup job is in a failed state.
Last Successful Restore Displays the number of days along with Job ID when the last successful job was complete for restore.
Alerts

Displays the count and detailed statistics of different types of alerts generated for Hybrid Workloads. Alerts can be of the following types:

For more information, see Alerts.

Edit Customer details

Use the Edit option to update the required details of existing customers.

Procedure

  1. Log in to the Managed Services Center (MSC) portal.

  2. On the top navigation menu of the MSC portal, click Customers.

  3. On the Customers page, select a customer and click More options.jpg and click Edit. In the Edit Customer dialog, make the required changes and click Save to apply the changes. To know more about the fields displayed on the Customers page, see View Customer details.

Edit_Customer.jpg

Things to consider for Sandbox Tenant Type

When you create an MSP administrator, a Sandbox Tenant Type with Default Service Plan also gets created. You can make edits only to the following details of Sandbox Tenant Type:

  • Enable any missing products for the MSP instance. For example, if the Sandbox has Hybrid Workloads enabled, you can add Microsoft 365.
  • Service Plan
  • Quota: The default quota for the existing and new customers is 1000.
  • Quota effective and end date
  • Storage Region
  • User Count (For Microsoft 365 only)
  • Preserved User Count (For Microsoft 365 only

Suspend a Customer account

On the Customers page, you can select a customer and suspend the customer account and disable the backup and restore jobs for them. The customer account moves into a suspended state. To revoke the customer account access, Enable a customer account.

Procedure

  1. Log in to the Managed Services Center (MSC) portal.
  2. On the top navigation menu of the MSC portal, click Customers.
  3. On the Customers page, select the customer account to suspend.
  4. Click  More Options.png  and then click Suspend. In the confirmation message dialog box, click the Suspend button to confirm the suspension of the account.


Suspend.png


Confirm Suspend.png

Note: The  Suspend symbol icon.png  icon denotes the suspended customer account.

Enable a Customer account

On the Customers page, you can select a suspended customer and enable the customer account for backup and restore. Once the account is enabled, the customer can access the account immediately.

Procedure

  1. Log in to the Managed Services Center (MSC) portal.
  2. On the top navigation menu of the MSC portal, click Customers.
  3. On the Customers page, select the suspended customer account that you want to enable.
  4. Click  More Options.png   and then click Enable. Once the account is enabled, you can access it immediately. 


Enable account.png

Search a Customer

Use the Customer Name search box to find and view specific details of a customer. 

Procedure

  1. Log in to the Managed Services Center (MSC) portal.

  2. On the top navigation menu of the MSC portal, click Customers.

  3. On the Customers page, click on the Customer Name field. On the Customers page, enter the name of the customer for which you want to view the details and press Enter. The customers’ list is updated, displaying the customer names that match with the specified name.

Search_Customer.jpg

Filter Customers list

Use the filter option to narrow down the list and view required customers. You can filter the list of customers by specifying the Products, Service Plans, Storage Regions, Tenant Type, and Tenant Admin parameters.

Procedure

  1. Log in to the Managed Servies Center (MSC) portal.

  2. On the top navigation menu of the MSC portal, click Customers.

  3. On the Customers page,  click filter_icon.jpg  icon, provide the required parameters and click Apply to apply the filters. If you wish to make any changes to your filter parameter selection, click Reset.

Filters.png

Customize Table Columns on the Customer listing page

In the MSC portal, you can now customize the Customer listing page to get a view of only the required details. You can add and remove columns as per your requirement.

Procedure

  1. Log in to the Managed Servies Center (MSC) portal.

  2. On the top navigation menu of the MSC portal, click Customers.

  3. On the Customers page, click grid_icon.png  icon. On the Edit Columns pop-up, select and add the columns that you want to view and remove the unnecessary ones. 

Quota start and end date.png

option to custumize customer listing table columns.gif

Note: The following columns are mandatory and hence you may not be able to edit them:

  • Name
  • Product
  • Service Plan

Delete a Customer account

In the MSC portal, you can delete stale instances of the customer or the customers who no longer have an association with the MSP.  As an MSP admin, to delete a customer account, you need to delete all products associated with the customer account.

You can specify a schedule to delete a customer account at a product level after 24 hours or 30 days as per your business requirements. The customer account is set in a suspended state until the deletion process is initiated.

You are provided with the following two options to delete a customer account. Choose one as per your requirement:

  • Delete product for customer: Use this option to delete the products associated with the customer account after 30 days
  • Delete product for customer now: Use this option to delete the products associated with the customer account after 24 hours

 The Delete product for customer and Delete product for customer now features are not available by default. Contact Support to enable this feature.

Delete product for customer

The Delete product for customer option allows you to delete the products associated with the customer account after 30 days. The customer account is set in a suspended state until the deletion process is initiated. All the customer associations, storage, and data are scheduled to be permanently deleted after 30 days. 

Procedure

  1. Log in to the Managed Servies Center (MSC) portal.
  2. On the top navigation menu of the MSC portal, click Customers.
  3. On the Customers page, select a customer account that you need to delete after 30 days.
  4. Click  More Options.png   > Delete. In the delete confirmation message dialog box, select Delete product for customer > Delete to confirm the removal of the account after 30 days.

Delete_later_Confirmation.png

Note: The  Delete symbol.png  con is prefixed for the customer account name marked for deletion.

Delete product for customer now

The Delete product for customer now option allows you to delete the products associated with the customer account after 24 hours. The customer account is set in a suspended state until the deletion process is initiated. All the customer associations, storage, and data are scheduled to be permanently deleted after 24 hours. 

The Delete product for customer now action has multi-factor authentication through customer acknowledgments and OTP via email.

Procedure

  1. Log in to the Managed Servies Center (MSC) portal.
  2. On the top navigation menu of the MSC portal, click Customers.
  3. On the Customers page, select a customer account that you need to delete after 24 hours.
  4. Click  More Options.png   > Delete. In the delete confirmation message dialog box, select Delete product for customer now > Delete to confirm the removal of the account after 24 hours.

Delete_now.png

  1. Select the acknowledgment check box to confirm your action.
  2. Click Send OTP for authentication.
  3. Enter the OTP sent to your email id and click Delete.

Note: The  Delete symbol.png icon is prefixed for the customer account name marked for deletion.

To revert a delete action for a customer within the suspension period, use the Undelete option. 

Alerts

The following alerts will be generated to update you about the status of deletion and cancelation for a tenant and customer.

  • Delete Initiated - Tenant: Generated when you mark the product for deletion.
  • Delete Initiated - Customer: Generated when you initiate the deletion process of all the products associated with the customer account.
  • Deletion - Customer: Generated when all the products associated with the customer account, its storage, and data are permanently deleted.
  • Deletion - Tenant: Generated when the product, its storage, and data are permanently deleted.
  • Undeleted - Tenant: Generated if you have canceled the deletion of a product using the Undelete option within the suspension period (before 30 days or 24 hours).
  • Undeleted - Customer: Generated if you have canceled the deletion of all products associated with the customer account using the Undelete option within the suspension period (before 30 days or 24 hours).

For more information, see Alerts. You can view alerts on the Managed Services Center (MSC) portal under alert.png>Alerts section. To receive email notifications for these alerts, subscribe to the alert. 

Audit Trails

The following audit trails related to deletion will be captured for auditing purposes.

  • Delete Initiated (Product).
  • Undelete (Product)

For more information, see Audit Trails.​​​

Customer Contact

Customer Contact.jpg

Add a contact person

On the Customers page, you can add one or more contact persons who represent the customer's organization.

Procedure

  1. Log in to the Managed Services Center (MSC) portal.

  2. On the Customers page, click the customer name in the Customer Name column.
    The Customer details page is displayed. In the Customer Contact section, click Add Contact.

  3. In the Add Contact dialog box, enter the appropriate details of the contact person.
    For example, name, phone number, email address and comments if any.

  4. Click Save.

Edit the contact person details

Use the Edit option to update the required details of existing Customer Contact.

Procedure

  1. Log in to the Managed Services Center (MSC) portal.

  2. On the Customers page, click the customer name in the Customer Name column.
    The Customer details page is displayed.

  3. In the Customer Contact section, select the contact for which you want to update the details. In the Edit Contact dialog box, update the required details and click Save to apply the changes.

Edit Customer Contact Details

On the Customers page, you can delete the contact person added for the customer.

Procedure

  1. Log in to the Managed Services Center (MSC) portal.
  2. On the Customers page, click the customer name in the Customer Name column.
    The Customer details page is displayed.
  3. In the Customer Contact section, select the contact person that you want to delete.
  4. Click the Options menu, and select Delete. In the confirmation message dialog box, check the message and click Yes, Delete to confirm deletion. The selected contact person is deleted from the contacts list.

    Delete Customer Contact Person

Access Tenant Console

On the Customers page, you can access the Druva Console for a customer and view the summary of data protection, service utilization, storage growth, and cloud status.

Note:

  • You can access the tenant console even if you choose to use your own  IdP for Single Sign-on (SSO).
  • You cannot access the tenant console for a suspended or deleted customer.

Download extensions if you wish to access multiple tenants' consoles concurrently. Only the MSP and Tenant administrators can download extensions from the settings_icon.png > Download Extension

Procedure

  1. Log in to the Managed Services Center (MSC) portal.
  2. On the top navigation menu of the MSC portal, click Customers.
  3. On the Customers page, select the customer name whose details you wish to view and click Access Tenant Console. The Druva Console opens in a new tab in the browser.

Access tenant console.png
 

Druva Console.jpg

Note: In the Services section on the Druva Console, the options under the CloudRanger (Native Workloads) product are enabled by default. However, these options are not accessible as the license is only enabled for Phoenix.

  1. When you access the tenant console for the first time, the Master Customer Agreement window is displayed that lists terms and conditions to access the tenant console.


Master Agreement.png

  1. Click Accept & Continue to proceed.