0:0:0.0 --> 0:0:0.430
Mah Jin-Khai
Hi, guys.
0:0:1.20 --> 0:0:1.860
Keith Low
OK, hello.
0:0:1.190 --> 0:0:3.440
Nigel Surridge
Hey all, how we do it?
0:0:3.230 --> 0:0:5.160
Chris DiPierro
OK, kid.
0:0:6.200 --> 0:0:6.480
Nigel Surridge
Cool.
0:0:6.470 --> 0:0:8.470
Mah Jin-Khai
Buscot last quarter, they last Gordy.
0:0:9.190 --> 0:0:10.460
Nigel Surridge
That's good to hear, JK.
0:0:9.790 --> 0:0:16.610
Mah Jin-Khai
Uh, yeah, not sure if Duraid will be joining us or not, but I think I I just because it's a session for Sin.
0:0:16.620 --> 0:0:17.810
Mah Jin-Khai
It'll be too late for her.
0:0:18.490 --> 0:0:18.920
Nigel Surridge
To.
0:0:18.280 --> 0:0:19.860
Mah Jin-Khai
She need to take care of doctor.
0:0:20.960 --> 0:0:23.350
Mah Jin-Khai
Ah, let me ping straight bit.
0:0:42.240 --> 0:0:42.860
Mah Jin-Khai
Yeah, yeah.
0:0:44.100 --> 0:0:44.600
Duraid Wadie
I have everyone.
0:0:43.210 --> 0:0:44.820
Nigel Surridge
Here he is. Alright.
0:0:45.410 --> 0:0:45.840
Nigel Surridge
Hey.
0:0:45.340 --> 0:0:45.940
Keith Low
Yeah, I do it.
0:0:45.910 --> 0:0:46.180
Chris DiPierro
It.
0:0:45.910 --> 0:0:46.260
Nigel Surridge
Hey, trade.
0:0:47.20 --> 0:0:47.170
Duraid Wadie
Hello.
0:0:48.500 --> 0:0:49.170
Mah Jin-Khai
Uh.
0:0:49.230 --> 0:0:49.550
Mah Jin-Khai
Nice.
0:0:49.560 --> 0:0:51.850
Mah Jin-Khai
I'll let you to go ahead to previous limit.
0:0:51.920 --> 0:0:52.990
Mah Jin-Khai
The thing that you told me.
0:0:54.10 --> 0:0:54.720
Nigel Surridge
Yeah, sure.
0:0:54.730 --> 0:0:55.80
Nigel Surridge
OK.
0:0:55.90 --> 0:0:55.500
Nigel Surridge
So.
0:0:55.510 --> 0:1:6.340
Nigel Surridge
So just for a bit of context then, so quite rightly Support asked the simple question how do they log in to arc and support our customers?
0:1:7.350 --> 0:1:14.80
Nigel Surridge
And the answer to that can only be by user accounts provisioned to them.
0:1:16.230 --> 0:1:24.640
Nigel Surridge
Now I know the way we approach this for Q pulse cloud was to use the the access Grant thing.
0:1:24.650 --> 0:1:37.500
Nigel Surridge
So basically a support engineer would be given an access grant that they could then log into, and those users would be masked from the end users.
0:1:38.610 --> 0:1:46.380
Nigel Surridge
And likewise, if the support engineer logged in then they would be able to see the the various ID Gen people that previously logged in.
0:1:46.880 --> 0:1:54.330
Nigel Surridge
I know that's almost me jumping to a solution there, but I think the requirement is quite straightforward.
0:1:54.340 --> 0:1:55.850
Nigel Surridge
Is that our support?
0:1:55.860 --> 0:2:0.430
Nigel Surridge
People need to be able to log into ARC and provide support.
0:2:2.830 --> 0:2:9.920
Chris DiPierro
When when we say login to ARC and provide support, do they need to be able to impersonate a user?
0:2:9.930 --> 0:2:13.830
Chris DiPierro
Is that the idea or are they their own set of permissions or what?
0:2:14.490 --> 0:2:14.820
Nigel Surridge
Yeah.
0:2:14.830 --> 0:2:21.800
Nigel Surridge
So the requirement as I understand it from them is that they need to be able to impersonate users.
0:2:30.240 --> 0:2:30.470
Chris DiPierro
Umm.
0:2:21.810 --> 0:2:34.570
Nigel Surridge
So if if a particular user logs in has an issue, then that support person could effectively log in as them and obviously be able to see what they they can see.
0:2:36.90 --> 0:2:50.690
Nigel Surridge
Because I think even if you had a separate account with certain set of roles that you could tweak up and down, you still might not be in the same situation that that particular user is in.
0:2:56.490 --> 0:2:59.500
Nigel Surridge
But yes, certainly speaking to the Level 3 support people.
0:2:56.820 --> 0:3:2.130
Chris DiPierro
Yeah, I mean be because they wanna see like records that are assigned to them and that kind of stuff, right?
0:3:2.80 --> 0:3:3.210
Nigel Surridge
Yeah, yeah.
0:3:2.140 --> 0:3:8.750
Chris DiPierro
So yeah, so, so what's the whole Grant flow in that kind of situation?
0:3:8.810 --> 0:3:9.300
Chris DiPierro
Like what?
0:3:9.310 --> 0:3:10.710
Chris DiPierro
What do we do in other products? I guess.
0:3:11.230 --> 0:3:15.220
Chris DiPierro
Uh, I'm, you know, you call in new or write in or whatever you want.
0:3:15.230 --> 0:3:22.600
Chris DiPierro
Support I as a support agent reach out to you and say, OK, I wanna see what it looks like for you.
0:3:22.610 --> 0:3:33.240
Chris DiPierro
So therefore I need you to grant me access to essentially to your account for some time period, and then you're able to approve that somehow.
0:3:33.250 --> 0:3:35.90
Chris DiPierro
Is that what goes on or?
0:3:35.980 --> 0:3:36.710
Nigel Surridge
I think so.
0:3:36.720 --> 0:3:43.520
Nigel Surridge
I JK you might remember the access Grant stuff better than I, but.
0:3:40.790 --> 0:3:48.410
Mah Jin-Khai
Yeah, yeah, I think I think in the past, right, QP cloud, we did a the, the the roofer is like this.
0:3:53.620 --> 0:3:53.830
Chris DiPierro
Umm.
0:3:48.420 --> 0:3:53.940
Mah Jin-Khai
So let let's say let's say assuming that supporting receiver level 1 ticket from customers.
0:3:54.530 --> 0:3:54.900
Mah Jin-Khai
OK.
0:3:54.910 --> 0:4:11.350
Mah Jin-Khai
Then maybe, let's say Sumption, that maybe the complaints about, OK, I don't know how to configure these thing, then Support level one, we understand the problem and then after that we'll get a request from their team leader.
0:4:12.290 --> 0:4:23.500
Mah Jin-Khai
OK, I need to I need to get access to this system particular product in some particular tenant then the support team leader will grant access to this support engineers.
0:4:23.510 --> 0:4:36.80
Mah Jin-Khai
OK, maybe you can have like 2 hours of access to the system to do something about it and that things, if we're gonna be managed in the inside the Ideagen Home.
0:4:36.290 --> 0:4:38.990
Mah Jin-Khai
So which means there are few rows will appearing there.
0:4:39.390 --> 0:4:42.370
Mah Jin-Khai
So you need definitely need Ideagen support.
0:4:43.260 --> 0:4:45.40
Mah Jin-Khai
A mean, something like that.
0:4:49.410 --> 0:4:49.610
Chris DiPierro
So.
0:4:46.120 --> 0:4:52.890
Mah Jin-Khai
And then you have a Ideagen support user, so the Support admin will grant access to the Support user to do something about it.
0:4:52.900 --> 0:4:57.940
Mah Jin-Khai
So which means there's a there's a higher authority person to to give permission.
0:4:58.920 --> 0:5:0.730
Mah Jin-Khai
So and then asking, yeah, yeah.
0:4:59.550 --> 0:5:1.480
Chris DiPierro
So, so, so.
0:5:1.490 --> 0:5:4.860
Chris DiPierro
So in that case, the grant access is all just internal.
0:5:4.870 --> 0:5:5.470
Chris DiPierro
It's not.
0:5:5.690 --> 0:5:7.680
Chris DiPierro
We're not asking the customer is what you're saying.
0:5:7.890 --> 0:5:8.650
Mah Jin-Khai
No, it's it's.
0:5:7.690 --> 0:5:8.820
Chris DiPierro
We're just and and.
0:5:8.660 --> 0:5:9.680
Mah Jin-Khai
Yeah. Yeah.
0:5:9.690 --> 0:5:12.740
Mah Jin-Khai
Internal internal because because if you want to ask the customer, they can.
0:5:12.750 --> 0:5:14.600
Mah Jin-Khai
They can just go ahead and do it themselves.
0:5:15.30 --> 0:5:29.460
Mah Jin-Khai
So I I think the work around right now is is like to ask customer to do it themselves, but maybe there's another set of business use cases like the support team view do support and help the customers.
0:5:30.720 --> 0:5:31.230
Chris DiPierro
Well, no.
0:5:30.370 --> 0:5:32.510
Mah Jin-Khai
If let's say the customer is, yeah.
0:5:31.240 --> 0:5:36.670
Chris DiPierro
I mean I I I mean, who who grants permission for the impersonation is really what I'm saying?
0:5:37.810 --> 0:5:38.30
Nigel Surridge
Umm.
0:5:36.680 --> 0:5:40.60
Chris DiPierro
Not not that you asked the person to do the actual support tasks, but.
0:5:38.780 --> 0:5:43.400
Mah Jin-Khai
The yeah, got the support, the support team leader will be the one who gets a part.
0:5:43.410 --> 0:5:46.550
Mah Jin-Khai
Of course, maybe naturally they will get permission from the customer.
0:5:46.660 --> 0:5:48.990
Mah Jin-Khai
I will log into this system to do something about it.
0:5:49.650 --> 0:5:49.860
Chris DiPierro
Umm.
0:5:53.140 --> 0:5:53.310
Chris DiPierro
Yeah.
0:5:54.560 --> 0:5:54.790
Nigel Surridge
Yeah.
0:5:49.340 --> 0:5:55.90
Mah Jin-Khai
So and then the support team leader will grant access to this Support user to do something about it.
0:5:55.790 --> 0:5:55.950
Chris DiPierro
OK.
0:5:55.440 --> 0:6:4.180
Mah Jin-Khai
So once they give that permission then the support user, we have some kind of token or some permission and this Support use this Support.
0:6:9.970 --> 0:6:10.210
Chris DiPierro
Umm.
0:6:4.230 --> 0:6:10.900
Mah Jin-Khai
Uh engineer can log into specific system like let's say umm for this case.
0:6:10.910 --> 0:6:14.140
Mah Jin-Khai
Gonna be certain tenant looking to do something.
0:6:14.150 --> 0:6:18.620
Mah Jin-Khai
Let's say we go back to the business case is like you configure some configuration.
0:6:19.820 --> 0:6:28.770
Mah Jin-Khai
So every action that done by the support engineer could be tracked in the change log. So we know that OK, why this data being modified?
0:6:35.670 --> 0:6:35.930
Chris DiPierro
Umm.
0:6:28.820 --> 0:6:36.530
Mah Jin-Khai
OK, this this data, this configuration be modified because there's the changes by the support engineer to do something about it.
0:6:37.120 --> 0:6:52.620
Mah Jin-Khai
Of course, in in the past it's not so straightforward because you have to hide the subplot user in any list or any area that you can see the Support user information.
0:6:52.830 --> 0:6:56.710
Mah Jin-Khai
So let's say example the support engineer is is for JK.
0:7:2.300 --> 0:7:2.820
Chris DiPierro
Yeah, sure.
0:7:5.440 --> 0:7:5.620
Nigel Surridge
Yeah.
0:6:56.970 --> 0:7:11.490
Mah Jin-Khai
We we are not gonna show the U JK name appearing in the system or in the change stop underlying we will store will store the person name but when the customer or other user when they see a change log they will see.
0:7:13.300 --> 0:7:14.130
Mah Jin-Khai
I didn't stop one.
0:7:14.300 --> 0:7:16.70
Mah Jin-Khai
Yeah, yeah, this is nothing.
0:7:13.210 --> 0:7:16.330
Nigel Surridge
Seems Ideagen support, yeah, yeah.
0:7:16.80 --> 0:7:20.980
Mah Jin-Khai
And then you need to take care of the uh translation of that as well.
0:7:20.990 --> 0:7:26.660
Mah Jin-Khai
So if you change to another language, you see another language of Ideagen support or something like that.
0:7:26.730 --> 0:7:29.920
Mah Jin-Khai
So these are the these are the requirements for QP cloud data.
0:7:30.970 --> 0:7:31.360
Chris DiPierro
Alright.
0:7:30.540 --> 0:7:34.480
Mah Jin-Khai
But I think I I don't think make it to the production, yeah.
0:7:32.200 --> 0:7:37.190
Chris DiPierro
Well, I mean, right, I mean some of that gets into solutions side of it.
0:7:41.350 --> 0:7:41.570
Nigel Surridge
Yeah.
0:7:41.410 --> 0:7:41.570
Mah Jin-Khai
Yeah.
0:7:37.200 --> 0:7:54.500
Chris DiPierro
I mean, I guess I'm still just trying to make sure we understand exactly what Support needs which if to to to say it simply Support wants to act as another user haven't been granted permission by somebody within Idea Gen that has permission to grab them.
0:7:54.540 --> 0:7:57.310
Chris DiPierro
That is basically what what you stated right.
0:7:58.600 --> 0:7:58.760
Nigel Surridge
Yeah.
0:7:57.800 --> 0:8:0.280
Mah Jin-Khai
Hmm, AT and quite it's quite tedious.
0:8:0.290 --> 0:8:3.700
Mah Jin-Khai
Like there are a lot of things that you have to exclude the support user.
0:8:7.240 --> 0:8:7.380
Nigel Surridge
Yeah.
0:8:3.710 --> 0:8:9.470
Mah Jin-Khai
Let's say the license count you have to exclude this count user and then and maybe something else.
0:8:9.650 --> 0:8:13.90
Mah Jin-Khai
The product and the and the and the logic have to take care.
0:8:14.140 --> 0:8:14.370
Chris DiPierro
Umm.
0:8:13.100 --> 0:8:16.460
Mah Jin-Khai
So which mean almost everything has something to do with reuser.
0:8:16.470 --> 0:8:24.490
Mah Jin-Khai
You need to exclude them or you need to do something you do has a business logic to handle that, so it will be.
0:8:24.500 --> 0:8:37.410
Mah Jin-Khai
I mean that the the feeder will be some challenge when the when the app product it get more matured so more area you have to change so but of course it depends on the components and the way how they implement.
0:8:38.40 --> 0:8:55.140
Mah Jin-Khai
Yeah, so far, I think if you want to understand when you talk to support team because this is only one use cases, I'm not sure do they have certain thing like any any any other special requirement like more levels of support or maybe certain certain customer might require certain permission.
0:8:55.150 --> 0:8:55.500
Mah Jin-Khai
So.
0:8:55.930 --> 0:9:0.460
Mah Jin-Khai
So in the past we only have 1 standard use case to do Support.
0:9:0.470 --> 0:9:3.10
Mah Jin-Khai
I'm not sure is there any other thing appealing. Yeah.
0:9:8.110 --> 0:9:8.280
Chris DiPierro
Sure.
0:9:7.890 --> 0:9:8.650
Mah Jin-Khai
Yeah, that's me.
0:9:3.850 --> 0:9:15.410
Nigel Surridge
I think you're right, JK the the requirements need to come from support at the end of the day, but I would imagine there's there's two aspects they either need to log in effectively as tenant admin.
0:9:16.170 --> 0:9:16.360
Mah Jin-Khai
Umm.
0:9:17.320 --> 0:9:27.620
Nigel Surridge
And alternatively login impersonating a specific user I I would imagine those are the two use cases that that support would require the.
0:9:31.30 --> 0:9:31.230
Mah Jin-Khai
Umm.
0:9:38.890 --> 0:9:39.90
Chris DiPierro
Umm.
0:9:27.730 --> 0:9:40.980
Nigel Surridge
I mean, how we would do that, I guess, I mean ultimately what we're talking about here, Chris, is a change to Ideagen Home and how it provisions that kind of access, isn't it?
0:9:41.600 --> 0:9:41.780
Mah Jin-Khai
No.
0:9:41.230 --> 0:9:43.550
Nigel Surridge
Someone needs to log in at the end of the day, don't they?
0:9:44.460 --> 0:9:44.670
Mah Jin-Khai
Umm.
0:9:45.120 --> 0:9:47.610
Chris DiPierro
Yeah, I mean it, it's a change there.
0:9:47.620 --> 0:9:49.490
Chris DiPierro
But I mean, it's a change downstream too, right?
0:9:49.550 --> 0:9:50.320
Nigel Surridge
Yes, it is.
0:9:51.280 --> 0:9:51.460
Mah Jin-Khai
Umm.
0:9:51.830 --> 0:9:52.30
Nigel Surridge
Yeah.
0:9:51.700 --> 0:9:55.80
Chris DiPierro
Talking about, yeah.
0:9:58.560 --> 0:9:58.810
Keith Low
Me.
0:9:58.500 --> 0:9:59.170
Chris DiPierro
It interests.
0:9:58.250 --> 0:9:59.480
Mah Jin-Khai
It it might not be.
0:9:59.490 --> 0:10:10.580
Mah Jin-Khai
Yeah, it might not be so critical right now, but when you when you start to have customers deploy to production and breathing problem, then the supporting gonna have that kind of challenge because let's say talk about configuration.
0:10:10.590 --> 0:10:12.120
Mah Jin-Khai
Ohh, the customer complained about.
0:10:18.690 --> 0:10:18.810
Nigel Surridge
Yeah.
0:10:21.470 --> 0:10:21.630
Nigel Surridge
Yeah.
0:10:21.400 --> 0:10:21.640
Chris DiPierro
I think.
0:10:12.570 --> 0:10:24.150
Mah Jin-Khai
I don't know how I configure these setting, but when I change the setting I kick having problem then then then then it's gonna be very difficult for support team so I'm not sure how they how they do it for legacy for yeah.
0:10:25.60 --> 0:10:41.600
Chris DiPierro
I think it gets even a little bit more complicated at the home level because you know, JK as a support agent might be working on two different cases for two different tenants, right, like and you might need to be granted access to, you know, could be the same product, could be different products.
0:10:42.90 --> 0:10:45.200
Mah Jin-Khai
For me, for me, hmm.
0:10:41.610 --> 0:10:45.610
Chris DiPierro
But for the sake of our argument might say same product for this case.
0:10:54.80 --> 0:10:54.240
Nigel Surridge
Yeah.
0:10:59.200 --> 0:10:59.780
Mah Jin-Khai
Hmm.
0:11:0.80 --> 0:11:1.690
Mah Jin-Khai
Hmm, yeah.
0:11:5.410 --> 0:11:5.580
Mah Jin-Khai
Umm.
0:10:46.230 --> 0:11:7.120
Chris DiPierro
So if JK is logging into home right, we probably want him to log in as his true self into home, and then he probably we probably this is a guess, but we probably want time to have an A button or an UI somewhere that says now I wanna act as this thing that I've been granted permission to do or this other thing that I've been granted permission to do.
0:11:7.910 --> 0:11:8.110
Mah Jin-Khai
Umm.
0:11:22.790 --> 0:11:22.930
Nigel Surridge
Yeah.
0:11:7.130 --> 0:11:24.70
Chris DiPierro
Right, so I I I think we gotta be careful in engineering this that it's not just like I've got one of these outstanding to me right now I can potentially have you know I mean 10 right 20 so.
0:11:34.410 --> 0:11:34.610
Chris DiPierro
Umm.
0:11:22.170 --> 0:11:40.200
Mah Jin-Khai
The the The the MVP I can see right now, maybe we need to more lean towards per tenant because when you when you solve a problem for customers, it's very unlikely you solve problem for two customers for one ticket more Season, 1 ticket per customer.
0:11:40.130 --> 0:11:41.200
Chris DiPierro
Well, for for one tick.
0:11:40.530 --> 0:11:41.740
Mah Jin-Khai
But it could be, yeah.
0:11:41.210 --> 0:11:43.940
Chris DiPierro
Well, right, but you could have many tickets, right?
0:11:43.950 --> 0:11:44.870
Chris DiPierro
Like that's the issue.
0:11:46.450 --> 0:11:46.590
Nigel Surridge
Yeah.
0:11:45.580 --> 0:11:55.370
Mah Jin-Khai
It could be it could be, but if he if he, let's say example if you if you have a if you have a few tickets per the same customers.
0:11:55.380 --> 0:12:12.440
Mah Jin-Khai
So if we if we type the the assess phase one tenant, I think that should and based on time but not restricted by product instance or something like that, maybe they will work as a first MVP I guess, but it's a it's a question that we need to ask support team I guess.
0:12:13.40 --> 0:12:13.390
Chris DiPierro
It.
0:12:13.340 --> 0:12:19.440
Nigel Surridge
Yeah, I mean I I I guess however we land up solving this, we don't want it to be.
0:12:19.510 --> 0:12:21.360
Nigel Surridge
Of course, we don't want this to be a.
0:12:21.440 --> 0:12:22.780
Nigel Surridge
This is how it works for arc.
0:12:22.790 --> 0:12:25.940
Nigel Surridge
It needs to work for anything that sits under the platform, doesn't it?
0:12:25.950 --> 0:12:26.650
Nigel Surridge
That's the problem.
0:12:27.620 --> 0:12:27.850
Mah Jin-Khai
Umm.
0:12:27.340 --> 0:12:36.730
Chris DiPierro
Well, I think at the platform though, at the identity level, yeah, what we need to be like I said, what we need to be able to do is have the support agent login as their true self and then become somebody else.
0:12:37.120 --> 0:12:37.250
Nigel Surridge
Yes.
0:12:36.940 --> 0:12:46.230
Chris DiPierro
I think then when we pick, you know launch product or whatever, then we need to just pass that information along to the product somehow.
0:12:46.240 --> 0:12:47.300
Chris DiPierro
It's up, it's on the product.
0:12:47.310 --> 0:12:48.710
Chris DiPierro
What to do about that?
0:12:48.650 --> 0:12:49.160
Nigel Surridge
Yes.
0:12:48.720 --> 0:12:49.630
Chris DiPierro
I think at that point.
0:12:49.310 --> 0:12:49.810
Nigel Surridge
Yeah.
0:12:49.820 --> 0:12:51.710
Nigel Surridge
I I yeah, I think you're right, Chris. Yeah.
0:12:52.430 --> 0:12:57.560
Chris DiPierro
But but yeah, I mean in, in Arc this might not be a hard problem to solve because Arc knew.
0:12:57.570 --> 0:13:7.280
Chris DiPierro
But like as soon as it starts to introduce this like Devonway or something like that, I imagine there's gonna be a whole lot other whole other architectural challenges wouldn't around, but.
0:13:14.650 --> 0:13:17.90
Chris DiPierro
Yeah, or not at all and it.
0:13:7.120 --> 0:13:17.150
Nigel Surridge
Yeah, because I I I would imagine most of our products handled this situation very differently currently or not at all.
0:13:17.240 --> 0:13:25.960
Nigel Surridge
I mean the the the short term answer for ARC is that you know Support are gonna need some sort of almost admin level login that they can just log in.
0:13:27.390 --> 0:13:27.520
Chris DiPierro
Yeah.
0:13:28.250 --> 0:13:28.470
Mah Jin-Khai
Hmm.
0:13:32.160 --> 0:13:32.450
Mah Jin-Khai
No.
0:13:32.420 --> 0:13:32.640
Chris DiPierro
Umm.
0:13:25.970 --> 0:13:34.620
Nigel Surridge
They won't be able to log in as a person, you know, but they need to be able to log in nonetheless, and that that's all we can do in the short term.
0:13:36.960 --> 0:13:39.830
Mah Jin-Khai
I I'm not sure how legacy product was.
0:13:55.110 --> 0:13:55.420
Chris DiPierro
Power.
0:13:39.840 --> 0:13:58.900
Mah Jin-Khai
Right now, it seems like nobody mentioned about this, so I can imagine right now the support team is trying need need needed to give steps and instruction to the customer so the customer still be the person who do it and then maybe they have a they have a video call or something like to do screen sharing to do things.
0:13:59.220 --> 0:13:59.500
Nigel Surridge
Yeah.
0:13:58.910 --> 0:14:0.290
Mah Jin-Khai
Maybe that's the that's the work around.
0:13:59.310 --> 0:14:0.850
Chris DiPierro
Yeah, probably.
0:14:0.300 --> 0:14:1.0
Mah Jin-Khai
They are doing right?
0:14:1.370 --> 0:14:1.960
Mah Jin-Khai
Yeah.
0:14:2.30 --> 0:14:4.820
Mah Jin-Khai
And also it's is that worth to do this features?
0:14:4.830 --> 0:14:11.700
Mah Jin-Khai
I think it's something we knew invalid if if every time the the the support team will help them to do all these thing right.
0:14:11.910 --> 0:14:17.360
Mah Jin-Khai
So the customer might get pampered, so every problem they just ask the supporting good, help them to configure that.
0:14:17.370 --> 0:14:20.430
Mah Jin-Khai
So maybe if it's another angle we need to consider.
0:14:20.560 --> 0:14:22.470
Chris DiPierro
That that's not enough problem, though, right?
0:14:24.960 --> 0:14:25.90
Mah Jin-Khai
Yeah.
0:14:22.480 --> 0:14:28.490
Chris DiPierro
We we're we're solving the technical problem Support is they they gotta solve their own resource utilization problems.
0:14:28.500 --> 0:14:38.830
Chris DiPierro
If somebody just starts asking them to do stuff that they shouldn't have to do, that doesn't affect our design of the soul that affects them from a process perspective, so.
0:14:40.210 --> 0:14:40.440
Keith Low
What?
0:14:40.450 --> 0:14:43.800
Keith Low
What is the difference if Support user apps like UH, Teamviewer?
0:14:43.850 --> 0:14:44.980
Keith Low
I think that is quite common.
0:14:46.520 --> 0:14:46.980
Nigel Surridge
It is.
0:14:59.540 --> 0:14:59.750
Keith Low
Umm.
0:14:46.300 --> 0:15:0.980
Mah Jin-Khai
Because you you still need the you somehow you still need the user to do the job, so you can use Teamviewer to do Support but but in the end you are trying to guide the customer to do the right thing to solve the problem.
0:15:1.250 --> 0:15:6.540
Mah Jin-Khai
So if you have the user as again the support team engineer will be the one who do for the customer.
0:15:6.770 --> 0:15:12.820
Mah Jin-Khai
So it's a two different one is support user identity, the other one is the customer identity.
0:15:12.930 --> 0:15:17.380
Mah Jin-Khai
So that's why the ones between these two approaches. So.
0:15:17.550 --> 0:15:21.760
Mah Jin-Khai
So yeah, the the question is, is the work to do this?
0:15:21.830 --> 0:15:25.210
Mah Jin-Khai
Because how much value do we get off on user access? Yeah.
0:15:25.440 --> 0:15:27.430
Chris DiPierro
Yeah, I mean, it might be that they need both, right?
0:15:27.440 --> 0:15:29.610
Chris DiPierro
This is why Support needs to chime in a little bit.
0:15:29.300 --> 0:15:30.40
Mah Jin-Khai
So the yeah.
0:15:28.340 --> 0:15:30.110
Nigel Surridge
And yeah.
0:15:29.700 --> 0:15:30.750
Chris DiPierro
It might be it might.
0:15:33.270 --> 0:15:33.470
Mah Jin-Khai
Umm.
0:15:39.140 --> 0:15:39.330
Mah Jin-Khai
Umm.
0:15:30.840 --> 0:15:44.590
Chris DiPierro
It might be that they want a temporary Grant of essentially what Nigel's talking about, like tenant admin powers which are not specifically tied to any given login from that customer, and then also they might need to do impersonation, right?
0:15:44.600 --> 0:15:46.920
Chris DiPierro
Like I could see use cases for both of those, right?
0:15:47.510 --> 0:15:47.620
Mah Jin-Khai
Yeah.
0:15:48.330 --> 0:15:50.320
Nigel Surridge
Yeah, yeah, the, the, the.
0:15:49.610 --> 0:15:52.300
Chris DiPierro
Like everybody in my organization is having this problem.
0:15:52.310 --> 0:15:59.920
Chris DiPierro
Support just needs to go in as a generic user and go take a look to see if they see the issue virtually as this one specific person's having this one specific problem.
0:16:0.920 --> 0:16:1.50
Mah Jin-Khai
Yeah.
0:15:59.930 --> 0:16:1.630
Chris DiPierro
So yeah.
0:16:0.420 --> 0:16:3.570
Nigel Surridge
Yeah, yeah, yeah, definitely.
0:16:3.680 --> 0:16:6.160
Nigel Surridge
And the the Teamviewer ones an interesting one.
0:16:12.670 --> 0:16:12.790
Chris DiPierro
Yeah.
0:16:14.210 --> 0:16:15.770
Mah Jin-Khai
Umm yeah.
0:16:6.170 --> 0:16:16.550
Nigel Surridge
So I know there's some customers that they they won't allow screen sharing which obviously creates all sorts of interesting problems there, so.
0:16:16.310 --> 0:16:21.240
Chris DiPierro
It does, although I wonder how those customers feel about somebody impersonating that user instead, like I get.
0:16:21.660 --> 0:16:22.270
Nigel Surridge
Yeah.
0:16:21.250 --> 0:16:27.230
Chris DiPierro
I get why they might not let want to screen sharing because you don't want to share private records, but it's kind of the same thing, right?
0:16:22.340 --> 0:16:29.970
Nigel Surridge
Yeah, I yeah, yeah, I guess there's, I, I guess there's an audit trail, though, Chris.
0:16:29.980 --> 0:16:31.240
Nigel Surridge
That's the difference, isn't there?
0:16:32.120 --> 0:16:32.290
Mah Jin-Khai
Umm.
0:16:32.310 --> 0:16:32.880
Chris DiPierro
Yeah, it's.
0:16:32.890 --> 0:16:33.660
Chris DiPierro
Yeah, I suppose.
0:16:37.930 --> 0:16:38.180
Mah Jin-Khai
Uh.
0:16:41.940 --> 0:16:42.70
Mah Jin-Khai
Yeah.
0:16:41.980 --> 0:16:42.220
Chris DiPierro
Right.
0:16:32.640 --> 0:16:44.140
Nigel Surridge
Uh, the if if you're impersonating someone, well, they they they they could ask for proof, but we would absolutely have to audit trail any of that access so.
0:16:44.370 --> 0:16:44.560
Chris DiPierro
Umm.
0:16:45.960 --> 0:16:52.310
Mah Jin-Khai
But what I can say is like the more mature the product, the harder gonna apply this feature.
0:16:52.320 --> 0:16:55.330
Mah Jin-Khai
So if you if you integrate with Devonway, I'll central right.
0:16:55.340 --> 0:16:58.450
Mah Jin-Khai
I think gonna be massive changes on the product side.
0:16:59.230 --> 0:16:59.540
Chris DiPierro
Yeah.
0:16:58.500 --> 0:17:1.510
Mah Jin-Khai
OK, so maybe it's a bit simpler.
0:16:59.550 --> 0:17:2.220
Chris DiPierro
Again, again, kind of not our problem.
0:17:1.570 --> 0:17:2.750
Mah Jin-Khai
Yeah, yeah.
0:17:2.230 --> 0:17:6.500
Chris DiPierro
I mean, I hate to say it that way, like our problem is to get the identity to the product correctly.
0:17:7.580 --> 0:17:7.770
Mah Jin-Khai
Umm.
0:17:8.810 --> 0:17:12.310
Chris DiPierro
On the product then to make whatever changes they need to make so.
0:17:13.330 --> 0:17:13.900
Nigel Surridge
Yeah.
0:17:18.420 --> 0:17:19.620
Chris DiPierro
Than either I admire and.
0:17:14.70 --> 0:17:25.290
Nigel Surridge
And I would imagine those existing products are handled in support in a specific way already, and surely they could continue to do that until they could make any respective changes.
0:17:26.810 --> 0:17:28.910
Nigel Surridge
But it just feels like this.
0:17:28.920 --> 0:17:34.60
Nigel Surridge
This was something that that came up from Support when quite predictably, they said.
0:17:35.390 --> 0:17:36.510
Chris DiPierro
Yeah. So.
0:17:34.70 --> 0:17:36.820
Nigel Surridge
So how do we log in and support users?
0:17:38.490 --> 0:17:39.260
Chris DiPierro
And that's fair.
0:17:39.330 --> 0:17:41.160
Chris DiPierro
So, so who?
0:17:41.170 --> 0:17:43.940
Chris DiPierro
Who is the support contact these days?
0:17:43.700 --> 0:17:44.40
Nigel Surridge
Right.
0:17:43.950 --> 0:17:44.360
Chris DiPierro
Like who?
0:17:45.860 --> 0:17:46.210
Nigel Surridge
Yeah.
0:17:46.220 --> 0:17:50.570
Nigel Surridge
So for arc it will be cold Newstead and Emily Caldwell.
0:17:52.730 --> 0:17:55.20
Chris DiPierro
But who's head of support these days?
0:17:55.30 --> 0:17:58.660
Chris DiPierro
Like I guess I never got the memo that Nick Nicola was gone.
0:17:58.720 --> 0:17:59.540
Chris DiPierro
So.
0:17:59.530 --> 0:18:0.330
Nigel Surridge
No, I didn't.
0:18:2.900 --> 0:18:3.270
Nigel Surridge
Umm.
0:18:3.50 --> 0:18:3.520
Duraid Wadie
Mona.
0:18:5.310 --> 0:18:5.960
Duraid Wadie
Yeah.
0:17:59.580 --> 0:18:7.670
Chris DiPierro
So so is Michael running it like do you go to him and say OK.
0:18:10.40 --> 0:18:12.160
Chris DiPierro
Sure. OK.
0:18:5.970 --> 0:18:14.440
Duraid Wadie
I mean, if you want my opinion and Chris, I would not do this again to Venezuela because I have architected this myself.
0:18:14.720 --> 0:18:14.880
Chris DiPierro
Yeah.
0:18:17.470 --> 0:18:17.690
Chris DiPierro
Umm.
0:18:14.530 --> 0:18:18.900
Duraid Wadie
The the request access Grant, right David stored came to me, he said.
0:18:18.910 --> 0:18:20.720
Duraid Wadie
How can I come up with solution to do this?
0:18:21.730 --> 0:18:23.100
Duraid Wadie
So I sat down with Dev.
0:18:23.110 --> 0:18:24.880
Duraid Wadie
Thought I told him.
0:18:24.890 --> 0:18:27.840
Duraid Wadie
OK, look at what's the world task right?
0:18:27.900 --> 0:18:28.290
Duraid Wadie
Look at.
0:18:29.410 --> 0:18:30.70
Duraid Wadie
Yeah.
0:18:30.80 --> 0:18:34.640
Duraid Wadie
For example, look at uh, Zendesk and so on and so on.
0:18:34.650 --> 0:18:35.960
Duraid Wadie
This is exactly what they do.
0:18:36.30 --> 0:18:37.700
Duraid Wadie
This is what has been architected.
0:18:39.570 --> 0:18:39.770
Chris DiPierro
Umm.
0:18:37.710 --> 0:18:42.660
Duraid Wadie
Really park in the day, the Venezuelan then David Stott is not there anymore, right?
0:18:43.290 --> 0:18:43.510
Chris DiPierro
Umm.
0:18:42.910 --> 0:18:44.180
Duraid Wadie
The next one coming in, they said.
0:18:48.930 --> 0:18:49.130
Chris DiPierro
Umm.
0:18:45.340 --> 0:18:51.70
Duraid Wadie
This is we don't want is going to take a long time to implement and all backlash started an idea agent.
0:18:51.120 --> 0:18:54.670
Duraid Wadie
It's a very complex thing we're trying to build here with request access graph.
0:18:54.430 --> 0:18:55.390
Chris DiPierro
Yeah, I agree. Yeah.
0:18:54.480 --> 0:18:56.70
Nigel Surridge
Umm yeah.
0:18:54.680 --> 0:18:57.610
Duraid Wadie
Don't don't question it by any second.
0:18:57.620 --> 0:18:58.780
Duraid Wadie
This is something easy to do.
0:18:59.670 --> 0:19:1.970
Duraid Wadie
What you're looking at the product is one thing.
0:19:2.190 --> 0:19:2.390
Duraid Wadie
What?
0:19:2.400 --> 0:19:5.990
Duraid Wadie
You're gonna look at the identity is all different aspect of this.
0:19:8.620 --> 0:19:8.760
Nigel Surridge
Yeah.
0:19:7.30 --> 0:19:10.180
Duraid Wadie
The Matthew this is exactly why we had to move the gate lock.
0:19:13.10 --> 0:19:13.260
Nigel Surridge
Right.
0:19:11.220 --> 0:19:14.690
Duraid Wadie
It's because of this of that makes sense.
0:19:14.700 --> 0:19:15.800
Duraid Wadie
It's really because of that.
0:19:15.210 --> 0:19:15.900
Nigel Surridge
Yeah.
0:19:22.230 --> 0:19:22.420
Chris DiPierro
Umm.
0:19:16.550 --> 0:19:24.880
Nigel Surridge
Yeah, like I say, I I kind of hesitated before I mentioned Q pulse cloud and the access Grant thing because that is jumping to a solution.
0:19:24.890 --> 0:19:28.350
Nigel Surridge
But I think the problem is is quite straightforward, isn't it?
0:19:28.810 --> 0:19:29.550
Duraid Wadie
Ah yeah.
0:19:28.570 --> 0:19:31.750
Nigel Surridge
It's how best to solve that, but.
0:19:33.410 --> 0:19:34.620
Mah Jin-Khai
Who, who, who?
0:19:33.350 --> 0:19:35.140
Duraid Wadie
Yeah, I would actually get and I agree.
0:19:34.670 --> 0:19:35.530
Mah Jin-Khai
Who requests?
0:19:35.540 --> 0:19:36.960
Mah Jin-Khai
Who requests that in the past?
0:19:37.150 --> 0:19:39.310
Mah Jin-Khai
Could recall is that the product manager is supporting.
0:19:38.210 --> 0:19:40.180
Duraid Wadie
That was the head of support they've taught.
0:19:40.190 --> 0:19:42.720
Duraid Wadie
Yeah, I came to myself and I said how I'm going to solve this.
0:19:42.100 --> 0:19:43.660
Mah Jin-Khai
Ah, OK, OK.
0:19:43.630 --> 0:19:43.830
Chris DiPierro
Umm.
0:19:43.270 --> 0:19:45.300
Duraid Wadie
So we put the architecture for.
0:19:46.320 --> 0:19:46.490
Nigel Surridge
Yeah.
0:19:45.430 --> 0:19:47.660
Duraid Wadie
This is exactly what it's all started from, really.
0:19:47.670 --> 0:19:52.490
Duraid Wadie
Then they said we don't want this the business because it's taking too long to implement.
0:19:53.250 --> 0:19:53.530
Nigel Surridge
Umm.
0:19:53.600 --> 0:19:54.810
Duraid Wadie
I mean, there's an easy thing this.
0:19:55.540 --> 0:19:55.930
Chris DiPierro
Yeah.
0:19:56.220 --> 0:19:56.380
Nigel Surridge
Yeah.
0:19:55.970 --> 0:19:57.420
Chris DiPierro
So I guess I'll ask the question again.
0:19:57.430 --> 0:19:59.510
Chris DiPierro
So who who runs support these days, right?
0:19:59.520 --> 0:19:59.830
Chris DiPierro
Like so.
0:20:0.530 --> 0:20:0.900
Nigel Surridge
Umm.
0:19:59.840 --> 0:20:3.250
Chris DiPierro
OK, we have the answer for our, but this obviously is broader than arc.
0:20:4.90 --> 0:20:4.250
Nigel Surridge
Yeah.
0:20:3.260 --> 0:20:9.480
Chris DiPierro
So who who's the Next up the chained to start defining this kind of stuff?
0:20:10.220 --> 0:20:14.540
Duraid Wadie
Yeah, it's Muna and at which is really just under Matthew.
0:20:14.550 --> 0:20:20.970
Duraid Wadie
I think he's the the customer success chief or something that really it's it's the guy charges of support.
0:20:22.350 --> 0:20:22.990
Chris DiPierro
Two, sorry.
0:20:22.920 --> 0:20:25.230
Duraid Wadie
I would say I think it's name is Mona.
0:20:25.340 --> 0:20:26.130
Duraid Wadie
I'm not wrong.
0:20:26.140 --> 0:20:26.640
Duraid Wadie
Yeah, I'm sure.
0:20:26.650 --> 0:20:27.810
Duraid Wadie
What is cause?
0:20:28.70 --> 0:20:28.200
Chris DiPierro
And.
0:20:27.820 --> 0:20:30.280
Duraid Wadie
I've talked to them other day. Yeah.
0:20:33.990 --> 0:20:35.970
Duraid Wadie
No one is some land, something like that.
0:20:35.980 --> 0:20:42.140
Duraid Wadie
Something that's the SVP success management, this is this job title, to be honest with you.
0:20:43.770 --> 0:20:45.400
Duraid Wadie
So that's the guy you need to be talking to.
0:20:45.410 --> 0:20:45.620
Duraid Wadie
Really.
0:20:45.630 --> 0:20:50.550
Duraid Wadie
Do they wanna architect this again and get agreement by all of the?
0:20:50.840 --> 0:20:53.870
Duraid Wadie
Probably this needs John Molamphy to actually agree to Venezuela.
0:20:54.0 --> 0:20:54.200
Nigel Surridge
Yeah.
0:20:54.930 --> 0:20:55.110
Chris DiPierro
Yeah.
0:20:53.880 --> 0:20:58.900
Duraid Wadie
You I would know by anything hesitant to go to that exact level to agree that.
0:20:59.650 --> 0:21:0.140
Nigel Surridge
OK.
0:21:0.430 --> 0:21:6.860
Nigel Surridge
I mean, by the way, I'd be happy for the world's simplest solution if it works for support at the end of the day.
0:21:6.990 --> 0:21:16.810
Nigel Surridge
If they can have a a login for each of them and they can log into a tenant as an admin and work around anything else then then so be it. But.
0:21:18.490 --> 0:21:18.820
Chris DiPierro
Yeah.
0:21:18.830 --> 0:21:19.270
Chris DiPierro
So in.
0:21:18.360 --> 0:21:24.90
Duraid Wadie
I mean that's that I can broach by any means right to a bath detected back in the day of access.
0:21:24.100 --> 0:21:26.850
Duraid Wadie
Grant is the right approach of how enterprises deal with it.
0:21:28.100 --> 0:21:28.410
Chris DiPierro
Fit.
0:21:27.430 --> 0:21:29.180
Duraid Wadie
The Venezuelan this is exactly what they do.
0:21:30.390 --> 0:21:53.270
Chris DiPierro
So in in that so sorry nine in in that case, just so I'm gonna say Page what you're saying is we anytime, well, I never did any time, but maybe anytime we set up a tenant, we have essentially a specialized I did in log in within that tenant that is a tenant admin they could go use whatever product maybe always maybe maybe with some sort of permission grant I guess.
0:21:55.320 --> 0:21:56.530
Chris DiPierro
Obviously it's not audit trail.
0:22:2.590 --> 0:22:2.870
Nigel Surridge
Yeah.
0:21:56.580 --> 0:22:8.160
Chris DiPierro
We'd still have to tell the product that this is kind of a, if you will, special user and idea Gen I suppose user, but we wouldn't necessarily have to do all the impersonation stuff in that spot, right?
0:22:8.170 --> 0:22:12.140
Chris DiPierro
We're just saying that they get to go in and have the keys to the Kingdom essentially so.
0:22:15.90 --> 0:22:16.720
Nigel Surridge
Yeah, I guess I mean that.
0:22:16.730 --> 0:22:18.510
Nigel Surridge
That's again it it.
0:22:18.590 --> 0:22:19.480
Nigel Surridge
It's that fine line.
0:22:21.390 --> 0:22:22.280
Chris DiPierro
Yeah, yeah, yeah, sure.
0:22:19.490 --> 0:22:28.310
Nigel Surridge
What's acceptable to our customers as well because they might turn around and say, well, we're we're not having Ideagen support with carte blanche admin access to our tenant.
0:22:30.410 --> 0:22:31.160
Chris DiPierro
Do we?
0:22:30.890 --> 0:22:31.190
Duraid Wadie
Umm.
0:22:31.290 --> 0:22:31.660
Chris DiPierro
Do we?
0:22:31.730 --> 0:22:34.690
Chris DiPierro
Do we not just put that in a terms and conditions somewhere that they agree to you?
0:22:33.900 --> 0:22:36.150
Nigel Surridge
Well, yeah.
0:22:36.530 --> 0:22:38.990
Nigel Surridge
Yeah, maybe that's the answer's no.
0:22:37.460 --> 0:22:40.310
Chris DiPierro
No, no, I I I know what you mean now, but yeah, but yeah, yeah.
0:22:39.0 --> 0:22:41.790
Nigel Surridge
I know, but, but you know, I appreciate that.
0:22:46.490 --> 0:22:46.650
Chris DiPierro
Sure.
0:22:42.20 --> 0:22:57.190
Nigel Surridge
And you know, for things like Fedramp, where where, where does how does this fit in with that because you know at some point any of our growth and strategic products could land up needing to be fed ramp compliant?
0:23:0.10 --> 0:23:1.150
Nigel Surridge
Right. OK.
0:22:57.870 --> 0:23:11.490
Chris DiPierro
But I mean Devonway or needs to be right, so we know we we know that right off the off the the bat that's what they spending a lot of time on now right so uh we know that the bigger strategic product so therefore yeah it's gotta be compatible down that spot.
0:23:11.550 --> 0:23:15.170
Chris DiPierro
But I mean, I think at a more general level that's a support question too.
0:23:15.180 --> 0:23:15.890
Chris DiPierro
Like what?
0:23:22.50 --> 0:23:22.210
Nigel Surridge
Yeah.
0:23:16.360 --> 0:23:26.450
Chris DiPierro
What special things does support have to do to support Fed ramp compliant products like for instance, does it have to be a US based person doing this?
0:23:26.460 --> 0:23:29.590
Chris DiPierro
In that case, I would assume the answer is probably yes.
0:23:29.740 --> 0:23:34.350
Chris DiPierro
Do do we have any US based support people left after August like like?
0:23:34.360 --> 0:23:37.250
Chris DiPierro
Is that the thing that that exists so?
0:23:40.550 --> 0:23:40.780
Chris DiPierro
Yeah.
0:23:35.950 --> 0:23:44.290
Nigel Surridge
Well, well, may maybe part of Fed RAMP compliance is that we will land up with some people in the US in support.
0:23:44.900 --> 0:23:45.250
Chris DiPierro
And maybe.
0:23:45.370 --> 0:23:46.280
Duraid Wadie
Yeah, we have no choice.
0:23:46.290 --> 0:23:49.940
Duraid Wadie
What discuss it has to be, uh, we're not just with federal and providers.
0:23:49.950 --> 0:23:57.920
Duraid Wadie
Apart from Fedramp itself, there are US customers they say in our Support must exist in the US so as Australia.
0:23:59.900 --> 0:24:0.70
Chris DiPierro
Sure.
0:23:57.990 --> 0:24:0.100
Duraid Wadie
So it's not just the OS, so they have to do this.
0:24:1.200 --> 0:24:3.90
Nigel Surridge
Alright, OK.
0:24:0.110 --> 0:24:3.770
Duraid Wadie
It doesn't matter what they're gonna do in August or, you know, yeah.
0:24:3.900 --> 0:24:4.160
Nigel Surridge
OK.
0:24:4.260 --> 0:24:4.670
Chris DiPierro
OK.
0:24:4.680 --> 0:24:7.750
Chris DiPierro
Well, I mean, the kind of matters but but but sure.
0:24:7.730 --> 0:24:10.140
Nigel Surridge
Yeah, yeah.
0:24:12.190 --> 0:24:12.510
Nigel Surridge
OK.
0:24:11.220 --> 0:24:13.370
Duraid Wadie
Yeah, you might, as they need to actually have these people.
0:24:14.90 --> 0:24:14.300
Chris DiPierro
Umm.
0:24:14.530 --> 0:24:17.640
Nigel Surridge
Yeah, but yeah, I I appreciate that.
0:24:21.760 --> 0:24:22.150
Chris DiPierro
Yeah.
0:24:17.650 --> 0:24:22.870
Nigel Surridge
What I've got is some input from support from an art perspective, and I've kind of just dumped it on the table.
0:24:22.160 --> 0:24:28.710
Chris DiPierro
And right now and and and and and I get it from that perspective, right Arc is used to they they've solved the problem in their mind, right.
0:24:28.720 --> 0:24:35.530
Chris DiPierro
What they want is the ability to go impersonate this user or you know or get tenant admin or whatever, because that makes their life easy.
0:24:35.540 --> 0:24:36.10
Chris DiPierro
I get it.
0:24:36.60 --> 0:24:36.990
Chris DiPierro
That's fine.
0:24:37.0 --> 0:24:38.190
Chris DiPierro
I get where they're coming from.
0:24:39.730 --> 0:24:41.90
Chris DiPierro
I I I yeah.
0:24:41.930 --> 0:24:44.80
Chris DiPierro
Uh yeah.
0:24:44.90 --> 0:24:45.800
Chris DiPierro
Muna I've seen on a meeting or two.
0:24:45.810 --> 0:24:46.820
Chris DiPierro
I don't really know him.
0:24:46.860 --> 0:24:48.290
Chris DiPierro
Him to be quite honest with you.
0:24:48.300 --> 0:24:54.910
Chris DiPierro
But if we think that he's the guy, then I think that's gotta be the next conversation we have, right?
0:24:55.640 --> 0:24:58.650
Chris DiPierro
We can explain, you know, Duraid why all of this is hard.
0:24:58.960 --> 0:25:4.920
Chris DiPierro
Uh, we still, I think need to just know what what they think their requirements are.
0:25:4.930 --> 0:25:5.90
Chris DiPierro
Right.
0:25:5.100 --> 0:25:6.850
Chris DiPierro
And then we can get into the negotiation game.
0:25:6.860 --> 0:25:7.930
Chris DiPierro
I think after that so.
0:25:9.650 --> 0:25:11.280
Duraid Wadie
Yeah, the best with you.
0:25:11.290 --> 0:25:14.190
Duraid Wadie
This is something is being switched off for a long time.
0:25:14.410 --> 0:25:20.830
Duraid Wadie
It's not enabled as guys on set of things you gotta change in the identity level big time.
0:25:21.390 --> 0:25:21.510
Nigel Surridge
Yeah.
0:25:21.550 --> 0:25:21.750
Chris DiPierro
Umm.
0:25:21.220 --> 0:25:25.440
Duraid Wadie
I would actually say to to allow this a lot of customization needed into that.
0:25:27.340 --> 0:25:28.690
Nigel Surridge
Yeah, so do the right.
0:25:27.160 --> 0:25:28.910
Duraid Wadie
Uh, is this a yeah.
0:25:30.80 --> 0:25:35.110
Nigel Surridge
One of the things that you said was that that was one of the drivers to move towards key cloak.
0:25:35.10 --> 0:25:35.930
Duraid Wadie
Yeah. Yep.
0:25:35.990 --> 0:25:36.110
Chris DiPierro
Yeah.
0:25:35.120 --> 0:25:36.210
Nigel Surridge
But how?
0:25:36.220 --> 0:25:38.910
Nigel Surridge
How will that affect our move to auth 0?
0:25:38.850 --> 0:25:39.270
Chris DiPierro
Of them.
0:25:38.920 --> 0:25:40.710
Nigel Surridge
For example, how?
0:25:39.860 --> 0:25:40.940
Duraid Wadie
Similar situation.
0:25:40.950 --> 0:25:41.370
Duraid Wadie
You don't.
0:25:41.420 --> 0:25:46.350
Duraid Wadie
Yeah, you gotta build the custom floors, homeland discoveries on top of all of that.
0:25:47.20 --> 0:26:2.430
Duraid Wadie
Uh, by default of this possible and off 0 I don't know how much of it is possible, because really what you're doing is actually you're moving from one identity to another identity based on your email address on last.
0:26:2.440 --> 0:26:3.560
Duraid Wadie
Really what's happening here?
0:26:3.610 --> 0:26:10.440
Duraid Wadie
So you go inject what we really call is the authority of ideagen into every single tenant.
0:26:11.30 --> 0:26:12.920
Duraid Wadie
So you would actually see two authorities.
0:26:12.930 --> 0:26:16.80
Duraid Wadie
One is the client authority and one is our authority.
0:26:16.170 --> 0:26:23.730
Duraid Wadie
Part of the onboarding then out at the Logan and details when the customer comes in.
0:26:23.780 --> 0:26:27.920
Duraid Wadie
Right, they need to put their email address because they don't know to which authority they need to go.
0:26:29.110 --> 0:26:29.330
Chris DiPierro
Right.
0:26:28.520 --> 0:26:34.80
Duraid Wadie
So when the email point that email address they need to go oh we know that, then it needs to go to his identity.
0:26:34.90 --> 0:26:34.990
Duraid Wadie
What idea agent comes?
0:26:35.0 --> 0:26:36.350
Duraid Wadie
He goes to the other identity.
0:26:36.480 --> 0:26:37.760
Duraid Wadie
That's what we call it by Homeland.
0:26:38.830 --> 0:26:38.980
Chris DiPierro
No.
0:26:39.810 --> 0:26:40.100
Nigel Surridge
Action.
0:26:42.980 --> 0:26:43.270
Nigel Surridge
Bye.
0:26:37.770 --> 0:26:43.410
Duraid Wadie
Discover really we couldn't do this would be to say it was horrendously complicated.
0:26:43.660 --> 0:26:43.920
Nigel Surridge
OK.
0:26:43.660 --> 0:26:47.360
Duraid Wadie
Cognito will be the similar complication, yeah.
0:26:47.50 --> 0:26:50.60
Nigel Surridge
But we wouldn't have been the first people to have done this in all zero.
0:26:50.270 --> 0:26:51.980
Duraid Wadie
Oh, oh, no, no.
0:26:50.70 --> 0:26:52.610
Nigel Surridge
For example, it should be a well documented.
0:26:51.990 --> 0:26:52.810
Duraid Wadie
That will be that.
0:26:52.820 --> 0:26:53.600
Duraid Wadie
Alright, baby.
0:26:54.70 --> 0:26:58.70
Duraid Wadie
Yeah, but most customers don't go to that level dependence with you.
0:26:58.640 --> 0:26:58.860
Nigel Surridge
OK.
0:26:59.570 --> 0:27:7.200
Duraid Wadie
I would say they will build their own homeland discovery within the product itself by cuddlebugs building the product itself.
0:27:7.870 --> 0:27:8.110
Chris DiPierro
Umm.
0:27:7.430 --> 0:27:8.140
Duraid Wadie
Code that.
0:27:9.230 --> 0:27:9.490
Nigel Surridge
Right.
0:27:8.990 --> 0:27:13.340
Duraid Wadie
Yeah, that's what they will be doing it, Venezuela, but it's definitely doable.
0:27:14.870 --> 0:27:16.600
Duraid Wadie
It's not doable, it's just a lot of work.
0:27:20.510 --> 0:27:21.590
Nigel Surridge
Umm yeah, yeah.
0:27:18.400 --> 0:27:25.200
Duraid Wadie
A lot of work of both sides, you know of, of the identity to Ideagen, Home to to the product itself, I would say.
0:27:30.650 --> 0:27:30.980
Duraid Wadie
Umm.
0:27:30.900 --> 0:27:31.80
Chris DiPierro
Yeah.
0:27:24.740 --> 0:27:31.700
Nigel Surridge
OK, which sounds like there's a whole load of requirements gathering that needs to be done and some agreement.
0:27:31.850 --> 0:27:37.80
Nigel Surridge
And before we even get into the technical solution and what that might look like.
0:27:37.610 --> 0:27:38.670
Duraid Wadie
That's life, yeah.
0:27:38.470 --> 0:27:38.800
Chris DiPierro
Yeah.
0:27:38.810 --> 0:27:44.210
Chris DiPierro
I mean, I think I think what we do, we go to support and that they say this is an absolute must is the only way we can support our customers, right?
0:27:44.220 --> 0:27:58.340
Chris DiPierro
Then what we have to do, Duraid JK SueAnn is estimate level of effort at the identity level to start with and go to arc and probably Devonway and say here's what the requirements are.
0:27:58.350 --> 0:28:4.300
Chris DiPierro
You know what's the level of effort for you guys as well to do that?
0:28:4.320 --> 0:28:7.980
Chris DiPierro
Because I know none of this is non Dev and ways where a map right now for the next year.
0:28:7.990 --> 0:28:9.640
Chris DiPierro
I've seen that road map give your take.
0:28:9.620 --> 0:28:9.880
Nigel Surridge
Yeah.
0:28:10.50 --> 0:28:19.200
Chris DiPierro
So if all of a sudden we interject the by the way Support need you to do this and it's gonna take you four months to do it or whatever, you know that's gonna blow up everything else.
0:28:19.210 --> 0:28:19.500
Chris DiPierro
Right.
0:28:19.870 --> 0:28:20.210
Nigel Surridge
Yeah.
0:28:24.290 --> 0:28:25.700
Nigel Surridge
Yeah. OK.
0:28:19.510 --> 0:28:34.540
Chris DiPierro
So that that's where we start getting into the negotiation factories a little bit I think anyway, I guess to that end, I'm happy to reach out to Mona, Mona and and see if I can get a high level conversation going there.
0:28:34.550 --> 0:28:35.480
Chris DiPierro
I've been feeling he's gonna say.
0:28:35.490 --> 0:28:35.980
Chris DiPierro
I don't know.
0:28:35.990 --> 0:28:40.660
Chris DiPierro
I'm gonna go pull these other folks in and try to, you know, figure out what they need, which is fine.
0:28:49.930 --> 0:28:50.130
Nigel Surridge
Yeah.
0:28:54.210 --> 0:28:54.370
Nigel Surridge
Yeah.
0:28:40.670 --> 0:28:56.60
Chris DiPierro
But we you can kind of go from there, but I guess the short term answer for ARC in the context of you know Genesis and all that is you don't have a wonderful solve at the moment right now it's probably gonna be yeah, customer screen sharing or whatever that is wrong with it so.
0:28:57.390 --> 0:28:58.820
Nigel Surridge
Yeah, all good.
0:28:59.360 --> 0:28:59.500
Chris DiPierro
Yeah.
0:28:58.890 --> 0:29:4.460
Nigel Surridge
I think as long as we got a a short term and a long term answer then that that that's all good.
0:29:4.870 --> 0:29:8.730
Nigel Surridge
I appreciate the long term answer might not be straightforward at all but.
0:29:9.50 --> 0:29:9.270
Chris DiPierro
Yeah.
0:29:12.300 --> 0:29:12.600
Nigel Surridge
Cool.
0:29:14.390 --> 0:29:14.980
Nigel Surridge
All righty.
0:29:15.260 --> 0:29:16.660
Mah Jin-Khai
OK, I get this all.
0:29:15.30 --> 0:29:17.580
Nigel Surridge
Uh, yeah.
0:29:17.590 --> 0:29:18.10
Nigel Surridge
Brilliant.
0:29:18.60 --> 0:29:18.920
Nigel Surridge
Well, thanks for that.
0:29:19.830 --> 0:29:20.420
Duraid Wadie
Thank you everyone.
0:29:20.510 --> 0:29:21.80
Chris DiPierro
Yeah.
0:29:21.720 --> 0:29:21.940
Mah Jin-Khai
Goodbye.
0:29:22.820 --> 0:29:23.90
SueAnn See
Thank you.
0:29:23.200 --> 0:29:23.580
Duraid Wadie
Thank you.
0:29:21.310 --> 0:29:23.870
Chris DiPierro
Uh, thanks Duraid, for telling us why it's hired bed.
0:29:23.590 --> 0:29:24.0
Duraid Wadie
No problem.
0:29:24.10 --> 0:29:24.430
Duraid Wadie
Thank you.
0:29:24.440 --> 0:29:24.630
Duraid Wadie
Bye bye.
0:29:25.910 --> 0:29:26.270
Chris DiPierro
Read it.
0:29:25.690 --> 0:29:26.720
Keith Low
And thank you. Bye.
0:29:23.130 --> 0:29:28.110
Nigel Surridge
Alright, alright, cheers.
0:29:28.120 --> 0:29:28.700
Nigel Surridge
Bye bye bye.
0:29:27.730 --> 0:29:29.370
Chris DiPierro
Yeah, right. Right.


The above transcript is a discussion on ARC new requirement where Support team be given access to the product to do support work. Extract the requirements for me.