Overview
This article details the different contacts that can be defined for a customer account and includes information on when and how these contacts may receive communications from Okta.
Primary Security Contact
Definition: A Primary Security Contact is a person or group in a customer’s organization who is responsible for receiving notifications and maintaining systems security and privacy compliance, and can respond in the event of a security and/or privacy incident. The individual(s) could be a leader or member of the Security, Privacy, Compliance, or IT teams, depending on how the customer is organized.
When are they contacted: The Primary Security Contact will be communicated to in the event of a security and/or privacy disclosure or incident
How are they contacted: They will be communicated with primarily through email but can include other channels such as in-product, SMS, text, voice and via the Online Help Center.
For details on how to review and update the Primary Security Contacts, refer to Super Admins: Leverage the Okta Support Center to Review and Update the Company’s Primary Security Contact and CIO/CISO Contact.
Primary IT Contact
Definition: A Primary IT Contact is a person or group in a customer’s organization who is responsible for receiving notifications and maintaining platform, infrastructure, and IT systems and can respond in the event of a large IT-related incident. Depending on the customer's organization, the individual(s) could be a leader or member of the IT, Engineering, or Development teams.
When are they contacted: The Primary IT Contact will be communicated to in the event of a large IT related incident. We have not had many instances where we have communicated strictly to this contact, it has been used sparingly.
How are they contacted: They will be communicated with primarily through email but can include other channels such as in-product, SMS, text, voice and via the Online Help Center.
Exec Sponsor
Definition: The Exec Sponsor is the economic owner or decision maker of the Okta solution after a deal closes. It is typically a C-level executive.
When are they contacted: The Exec Sponsor will be communicated to when there is information or notices related to their account. Communications could include business value snapshots demonstrating how Okta has helped their organization reach their goals (example here), or information regarding their upcoming renewal (example here). Exec Sponsors also have access to the Okta Success Hub for personalized videos, personalized business value snapshots, industry insights and trends, and more.
How are they contacted: They will be communicated with primarily through email but can include other channels such as in-product, SMS, text, voice, social, and via the Online Help Center.
Elevated Support Contact
Definition: The Elevated Support Contact is an Admin in Okta who has visibility into all support cases associated with an account. This Elevated Support Contact is not assigned by default. Only Super Admins can assign the Elevated Support Contact.
When are they contacted: The Elevated Support Contact is a new contact and at this time it has not been determined what types of communication they will receive but it likely will be notices related to support cases, Okta Support Center access, and user lifecycle management.
How are they contacted: They will be communicated with primarily through cases but may include other channels such as email, in-product, and via the Online Help Center.
For details on how to add Elevated Support Contacts, refer to Adding Elevated Support Contacts on the Okta Support Center.
CIO/CISO Contact
Definition: The CIO/CISO contact is the C-level or most senior person accountable in the organization for security who can be contacted to discuss critical security related items, such as to join a web conference or phone call. The CIO/CISO contact is a new contact as of July 25, 2024.
Requirements:
- A named individual (not a generic email address, e.g., security@customer.com)
- With accountability for security
- The most senior representative (e.g., CIO, CISO, CTO, SVP/VP)
When are they contacted: The CIO/CISO Contact will be communicated to when there is a critical security event or incident. They will also have access to the Okta Success Hub for personalized videos, personalized business value security snapshots, industry insights, trends, and more.
How are they contacted: They will be communicated with primarily through web conference, phone call, email or the Okta Support Center.
For details on how to review and update the CIO/CISO contact, refer to Super Admins: Leverage the Okta Support Center to Review and Update the Company’s Primary Security Contact and CIO/CISO Contact.
Related References
- Super Admins: Leverage the Okta Support Center to Review and Update your Company’s Primary Security Contact and CIO/CISO Contact
- Adding Elevated Support Contacts on the Okta Support Center
