To ensure a seamless experience, we previously delayed adjusting your Support Accounts toggle to be locked by default. We are now ready to move forward with this change, effective February 4-6, to ensure continuous security and access management for your UKG Pro Workforce Management™ (WFM) solution.

What does that mean for you?

Support Accounts are settings in your UKG Pro WFM solution that allow you to grant tenant access to UKG support and UKG partner teams for troubleshooting, configuration assistance, and other tasks requested by your organization. We recommend the Support Access toggle remain locked, unless being used for support or configuration activities. This allows you to maintain the security and privacy of your tenant configuration and control any changes. While we’ll be turning the Support Accounts toggle to locked by default moving forward, you can still ensure access for any current projects being worked on.

How to manage Support Account access

A Level 3 account provides the greatest level of access to your tenant. The ability to lock and unlock Support Accounts is controlled by administrators with the necessary access levels under Support Account Settings. Approved tenant administrators can grant permission access to UKG as needed. In urgent situations, our support team can gain access to your tenant with your approval.

Note: If you do not have permission to lock and unlock Support Accounts, please share this information with an administrator. Don’t know who your administrator is? Refer to the Community Access job aid.

Next steps:

• Keep Support Accounts locked unless you have an active engagement with UKG support and services or UKG partner teams by following the steps outlined in the Support Account Settings. UKG highly recommends users remain locked unless in use by our teams.
• Regularly review the access status of Support Accounts to maintain security, especially after receiving support.

Your proactive engagement in controlling access to your Support Accounts is crucial to safeguarding your tenant and ensuring access is only granted when you allow. We appreciate your partnership.

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