⚡ Quick answer -
Support agents guide you step-by-step (phone, Zoho Assist, or Google Meet) while you make the change yourself. All requests must come from the registered email ID, and agents must never ask for your username, password, OTP or any other credentials.
1. Standard support process
• The support agent will assist the client over a call and guide them step-by-step.
• If the client is still unable to complete the process:
- The agent may invite the client to join a Zoho Assist session for screen-sharing support, OR
- Schedule/join a Google Meet (or similar) session to walk them through the steps.
2. Communication policy
• All requests for changes must come from the client’s registered email ID.
• This ensures proper verification and prevents unauthorised access.
3. Strict security guidelines (Zero Tolerance)
• Support agents must NEVER ask for or accept client login credentials.
• This includes:
• Username
• Password
• OTPs or authentication codes
• Any violation of this policy will be treated as a Zero Tolerance Policy (ZTP) breach.
• Support agents are only allowed to guide clients, not perform actions on their behalf using client credentials.
• Clients are responsible for making changes themselves with guided assistance.
4. Deprecated practices (not allowed)
• Asking clients to share login credentials via email or support ID
• Performing changes on behalf of the client using their login
• Including password-change disclaimers after accessing client accounts
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