For increased security, you must provide your Support PIN for the purposes of authenticating when calling in for phone support, and can be found on the left side of most pages of the client area at https://my.dedicated.com/
For your security and our safety, you will be required to provide this Support PIN when requesting phone support of any kind. The phone operator will ask you for this PIN, and will be unable to send it to you via text, email, or any other means. You can only find it in your client area.
If you intend to utilize our phone support, we recommend logging in to your Dedicated.com client area and familiarizing yourself with the Support PIN functionality. Additionally, we recommend informing team members in your organization who may need to be aware of this change.
Does this impact ticket support?
No. Ticket support remains the fastest and best means of receiving support from Dedicated.com, as tickets go to “all” of us, and “any” of our team can work them. Tickets do not require a PIN, as the ticket system is authenticated.
Please be reminded that emailing [email protected] will produce a ticket, and the system will make an attempt to pair it with your client account. However, for security purposes, we may require further authentication on emailed requests that are account or server impactful, and in all cases your email address must absolutely match your client account, e.g. [email protected] won’t be considered the same as [email protected], for security purposes.
In general, due to variability of email outside of our control, and our desire to ensure we can serve you, we recommend opening and managing tickets directly in our client area.
So we need to log into the client area to get the Support PIN? I don’t want to give access to my account to others.
Our client area supports multiple users, with different levels of account access. You can add new users under “Hello, firstname!” in the client area. In general, you should be giving each authorized contact their own access, instead of sharing a single login.
HELP EMERGENCY I DONT HAVE THE SUPPORT PIN JUST FIX IT!!!!!!!!!
We are providing you with this notice so that you may familiarize yourself with the new Support PIN process for phone support, and implement it within your own processes, and inform and train your team members accordingly. Please be advised that an emergency will not constitute an exception to this security policy, and our phone operators will be unable to grant exceptions.
