Estimated Execution Time: 5-10min total per org


Introduction

Managing your Customers backup configuration is now possible through our User Portal (backup.control-c.com) by logging into the User Portal (not the Reseller Portal) using your own Reseller account credentials.


Following these instructions will help you onboard a new customer and have them authorise you as a managed service provider of their Xero backups, with minimal effort.


Preparation

When you complete this process, the new client will receive an email inviting them to login and then guided by a wizard to add their Xero org(s).  Before, or immediately following sending your client the invite, please let them know their login account (email address) and temporary password. You should also ask them to 'Invite you' as a reseller to manage their backups - see Step 5 - 9. You can send them instructions using this help article here or PDF the article for them if they prefer not to click on links embedded in emails.


Control-C: Committed to Secure Xero Data Access for Resellers and Customers

Transparency and Responsibility in Data Access

At Control-C, we prioritize both the security of your customers' data and the efficiency you require to support them. This message ensures both transparency and responsible data access:

Important Information for Resellers Regarding Xero Backup Access

1. Secure and Tracked Access:

  • We maintain a robust audit log that tracks every download request of customer Xero data through Control-C.
  • This log records the user making the request, the data downloaded, and the exact date and time.

2. Authorized Access is Essential:

  • To ensure responsible data handling, please confirm you have explicit authorization from your customer before downloading their Xero data.

3. Downloading Practices:

  • We recommend downloading customer data directly to your client's trusted domain whenever possible.
  • Downloading to any other location should be limited to specific scenarios where direct download is not feasible, and only with prior approval from your customer.

In such cases, you must clearly explain to your customer the reason for needing to download the data to an alternate location. This explanation should detail the specific task requiring the download and how it benefits the customer. You must also outline the steps you will take to ensure the data is not replicated or backed up outside of your customer's trusted domain. This could include using temporary storage locations that automatically delete the data after a set period of time, or using encrypted storage solutions that limit access and control over the data.

Building Trust with Your Customers:

  • Open communication with your customers regarding backup access builds trust and fosters a strong working relationship.
  • Explain how Control-C's security measures, including access logging, ensure their data is protected.

Working Together:

By prioritizing transparency and responsible access practices, Control-C empowers you to provide exceptional support for your Xero clients while upholding the highest security standards.

Additional Considerations:

  • We can provide resources on best practices for secure customer data handling.
  • If you have any questions regarding acceptable download practices, please don't hesitate to contact our support team.


SECURITY WARNING

Important Information for Resellers Regarding Xero Backup Access

We prioritize the security of your customers' data. This message ensures your customers are fully informed before granting you access to their Xero backups (see Step 5).


What Customers Will See:

Customers will be presented with a clear notification stating they are granting you, their Reseller/MSP, access to download and potentially view their Xero backups, which contain their financial records.

Why Transparency Matters:

Similar to traditional data backups, this access is crucial for various support scenarios. We believe in open communication – explaining the reasons for access empowers your customers and fosters trust.

When Might You Need Access?

  • Recovery: In case of data loss or corruption, your access allows you to swiftly retrieve your customer's Xero data, minimizing downtime and impact on their business.
  • Technical Support: For complex technical issues, access may be necessary to diagnose and troubleshoot problems within your customer's Xero data.

Building Trust with Your Customers:

  • Open Communication: Discuss the purpose of backup access with your customers beforehand. Explain how it enhances your ability to provide efficient support.
  • Security Measures: Emphasize your commitment to robust security practices to safeguard their data.

Working Together:

By prioritizing transparency and security, we can ensure both customer trust and efficient support for your Xero clients.

Additional Considerations:

  • You may want to include a link to your company's security policy for users who want to learn more about your data protection practices.
  • Consider offering a downloadable document or webpage that outlines the specific scenarios where backup access would be necessary.


THE PROCESS

  1. Adding a new Client
  2. You will see the new client appear in your Manage Client list. It will say 'Pending' until they click on the confirmation email in the link sent to them. A call to your customer to prompt them to authorise the connection is advisable - this email also may have gone into their junk folder. This is an opportunity to hand hold or guide them through the next steps of adding their Xero org(s) to Control-C (they will be guided by the onboarding wizard so they should be able to do this themselves).
  3. Assuming your customer has confirmed the account creation, the customer will be guided to login to the Control-C portal and asked to change their password.
  4. The onboarding wizard will start and prompt them through adding their first Xero organisation to backup. You may choose to walk through this process with them.
  5. For you to manage their backup configuration, your Customer will first have to Invite you as the Reseller to manage their backups. Ask them to go to 'Manage my Company/Manage Users'
  6. Click on 'Invite Reseller'
  7. The details of their Reseller will be added automatically and cannot be modified. Ask them to select the orgs that they wish you to have access to and manage.


  8. You will receive an email confirming the invite. 
  9. You should now be able to see them appear under your Reseller User Portal - they will show under a Customers Organisations menu option.


Managing the Customer Accounts

You will now be able manage your Customer orgs just as you would your own.