Concept
MSP-Managed Customer SHA
How an MSP manages a customer SHA through SCA when the customer delegates access.
Relationship
In an MSP-managed model, the customer SHA remains the hub appliance for the customer environment. SCA sits above it for telemetry and controlled remote management where the customer has delegated rights to the MSP.
MSP operating model
Each customer SHA remains the hub for its own environment. SCA gives the MSP estate-wide visibility and performs agreed operations only where the customer has delegated them.
Customers keep control
Customers can retain full SHA GUI control where their deployment model allows it, and separately allow the MSP to perform agreed actions through SCA.
Enrollment
Enrollment can be customer-led or MSP-led depending on the relationship. Both models are supported.
SHA Remains The Hub
The customer SHA remains the deployment hub for protection, recovery, EBA, SNA, snagent, controller, reporting, and health workflows. SCA changes who may be allowed to act; it does not replace SHA.
Estate Visibility
Through SCA, the MSP can see customer estate health, review operational status, and perform agreed SHA operations where the customer or deployment model allows it.
Enrollment
Enrollment can be customer-led or MSP-led depending on the relationship. Both models are supported.
Access Control
Customers can retain full SHA GUI control where their deployment model allows it, and separately allow the MSP to perform agreed actions through SCA.
MSP actions are delegated actions the customer has allowed under the agreed operating model. Customer-visible SHA GUI actions remain customer-operable unless the customer has chosen to delegate them, and delegating agreed work does not make every customer operation MSP-owned.
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