ID Verification process change

We are always looking for ways to safeguard our customers and their data. Threats continue to evolve, so we can’t be static with our defense.

That is why we have recently completed a review of our ID verification process and will be introducing new steps to that process.

What does this mean?

When you or a member of your team calls our NOC (Network Operation Center) and talks to a member of our support team, they will now be asked to provide a first and last name (no change there) and which email we have in our system (illume) for them.

If they are not in illume, we will ask them to have one of our registered contacts email us from the email address we have on file to verify them, or a registered contact can log into illume and add the caller as a contact.

What you need to do

You need to log into illume and add any users that you think are likely to call us in the event of a fault or sales enquiry.

This will ensure they have a hassle free experience when they next get in touch.

If you don’t know how to add/update contacts, this video has you covered

To wrap up...

This process comes into effect on 30 September 2021, so please ensure you have all relevant staff added to illume by then.

If you have any questions, please give your account manager a call and they will be happy to help.

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