SoteriMail Knowledge Base

Administrator Checks

• Confirm the active tenant shown in the top bar before making administrative changes.
• Use Partner Workspace for tenant and partner-level operations.
• Use Admin for user, identity, and integration operations inside a customer tenant.
• Use Setup as the daily readiness page after integration or onboarding changes.
• Use Support and Activity to validate operational outcomes.

Administrator Checks

• Create the correct tenant type before onboarding users.
• Confirm parent tenant and tenant status are correct.
• Set branding at the highest level that should own the visual identity.
• Configure customer integrations in the customer workspace, not the partner workspace.

Administrator Checks

• Do not create Acronis accounts for every end user solely for SoteriMail access.
• Make sure each end-user portal account has a mailbox identity or Microsoft identity.
• Refresh archive discovery after archive mailbox changes.
• Review ambiguous mailbox matches before enabling broad rollout.

Procedure

1. Open the customer workspace.
2. Go to Admin, then Connections.
3. Enter the Acronis data center URL, client ID, client secret, and root tenant ID.
4. Enter archive encryption password only when the customer's archive requires it.
5. Save the configuration.
6. Run the archive connection validation.
7. Run tenant sync or archive discovery.
8. Return to Setup and confirm mailbox inventory, archive entitlement, and readiness status.

Administrator Checks

• Use customer-specific Acronis credentials and tenant IDs.
• Confirm the Acronis actor account can open archive mailboxes.
• Run validation after changing credentials, data center, tenant ID, archive password, or actor login.
• If mailbox inventory is empty for administrators, rerun discovery and check the Acronis actor account.

Reference Structures

{
  "requestedMode": "live",
  "dataCenterUrl": "https://eu2-cloud.acronis.com",
  "clientId": "acronis-client-id",
  "clientSecret": "secret",
  "rootTenantId": "root-tenant-id",
  "archiveEncryptionPassword": "optional-password",
  "portalActorLogin": "admin@example.com",
  "portalActorEmail": "admin@example.com",
  "archiveMailboxId": "optional-mailbox-override-id",
  "archiveMailboxName": "optional-mailbox-override-name",
  "clearClientSecret": false,
  "clearArchiveEncryptionPassword": false
}

Procedure

1. Create or identify the Microsoft application registration for the customer tenant.
2. Capture Microsoft tenant ID, client ID, and client secret.
3. Save Microsoft configuration in Admin, then Connections.
4. Complete Microsoft admin consent when prompted.
5. Run Microsoft directory sync.
6. Review identity linking recommendations.
7. Test Microsoft sign-in with an administrator account before inviting end users.

Administrator Checks

• Directory sync should show users before bulk onboarding.
• Microsoft sign-in can be used before every identity is manually reviewed when the tenant connection is ready.
• If a user belongs to multiple workspaces, they select the workspace after Microsoft sign-in.
• Keep Microsoft app credentials tenant-specific unless a platform-managed Microsoft model has been intentionally configured.

Reference Structures

{
  "microsoftTenantId": "entra-tenant-id",
  "microsoftClientId": "application-client-id",
  "microsoftClientSecret": "application-client-secret",
  "clearMicrosoftClientSecret": false
}

Procedure

1. Open Setup for the target customer tenant.
2. Review readiness status, attention items, and recommended actions.
3. Open Admin if Acronis, Microsoft, users, or mailbox readiness needs work.
4. Run archive validation and Microsoft directory sync.
5. Return to Setup and confirm improved readiness counts.
6. Review Activity for validation and sync audit events.

Administrator Checks

• Archive inventory should show mailbox candidates.
• Microsoft directory sync should show users.
• Identity linking should show connected or candidate Microsoft accounts.
• End users should have mailbox and Microsoft identity context before rollout.

Procedure

1. Open the target customer workspace.
2. Go to Admin, then Access and Roles.
3. Choose Create User.
4. Enter display name, email, role, and initial password.
5. For an end user, assign the correct archive mailbox.
6. Save the user and communicate the sign-in method.
7. Ask the user to complete first sign-in and 2FA enrollment where local sign-in is used.

Administrator Checks

• Customer admins can create customer admins and end users inside their tenant scope.
• MSP and aggregator admins can create roles only where their provisioning scope permits.
• End users must remain mailbox-bound.
• Administrative users should not be assigned end-user mailbox scope unless they also need personal mailbox workflows.

Procedure

1. Run archive discovery and Microsoft directory sync.
2. Open Admin, then Bulk Onboarding.
3. Review candidate states such as Ready, Provisioned, Shared mailbox, Legal mailbox, No archive match, and Held.
4. Filter to Ready candidates.
5. Edit suggested username, display name, and email when needed.
6. Create users in controlled batches.
7. Review identity linking after creation.

Administrator Checks

• Do not bulk-create accounts for shared or legal mailboxes unless they have a real user owner.
• Hold candidates when the Microsoft identity does not map cleanly to a protected archive mailbox.
• Prefer Microsoft directory email addresses over synthetic archive-local addresses.
• Run a small pilot batch before full customer rollout.

Administrator Checks

• Resolve duplicate or ambiguous identities before inviting users.
• Check that mailbox email, Microsoft email, and user principal name align.
• Refresh discovery after mailbox rename or migration events.
• If a user cannot see archive search, confirm their account is linked to the correct mailbox identity.

Procedure

1. Open Archive.
2. Choose the mailbox if your role exposes more than one mailbox.
3. Enter a keyword or use subject, sender, recipient, and date filters.
4. Choose the reason code.
5. Run the search.
6. Review preview, retention label, legal hold status, and restore availability.
7. Use Acronis handoff only when the result or mailbox requires console-assisted access.

Administrator Checks

• End-user searches must use self-service reason code.
• Administrators should use reason codes that reflect the business purpose.
• Legal hold and console-assisted preview paths should be treated as sensitive.
• Search and handoff events are audited.

Procedure

1. Open a search result or Recover.
2. Choose restore target.
3. Choose overwrite mode: safe merge or restore copy.
4. Submit the restore request.
5. Track status in Recover.
6. Review Activity for restore audit events.
7. Escalate to Support if status does not move as expected.

Administrator Checks

• Use original mailbox target for normal end-user recovery.
• Use administrative target selection only when policy permits it.
• Never restore across customer tenants.
• Keep a support case attached when restore requires investigation.

Administrator Checks

• Assign support ownership early.
• Use requester-visible responses only when ready to communicate with the user.
• Use internal notes for operational detail.
• Use preserved searches for investigation repeatability.
• Export forensic packages only for approved incident response, legal, or compliance workflows.

Procedure

1. Open Partner Workspace.
2. Create the downstream tenant type allowed by your role.
3. Set tenant name, slug, status, and primary administrator role.
4. Create or invite the first customer administrator.
5. Switch into the customer workspace.
6. Configure Acronis and Microsoft integrations.
7. Run readiness validation before user rollout.

Administrator Checks

• Confirm tenant type before creating users.
• Disable tenants instead of deleting them when temporary suspension is needed.
• Deleting tenants should be treated as a controlled cleanup operation.
• Record customer onboarding completion in operational notes or support systems.

Administrator Checks

• Set branding before customer rollout to avoid inconsistent user experience.
• Validate mailer settings after changing sender details or credentials.
• Review billable user statements after archive discovery and user onboarding.
• Use the platform-owner billing workspace when you need a cross-organization hierarchy and per-organization user-count view.
• Keep the active billing tier aligned to the commercial account tier before issuing statements or exporting billing data.
• Assign an organization tier override only when that organization has a different agreed rate than the default billing-account tier.
• Use partner margins according to commercial agreement and pricing sheet.

Reference Structures

{
  "error": "Human readable error message."
}

Reference Structures

{
  "id": "user_123",
  "username": "jane.customer",
  "displayName": "Jane Customer",
  "email": "jane@example.com",
  "primaryIdentityEmail": "jane@example.com",
  "microsoftUserId": "11111111-2222-3333-4444-555555555555",
  "microsoftEmail": "jane@example.com",
  "microsoftUserPrincipalName": "jane@example.com",
  "role": "customer-admin",
  "tenantId": "tenant_customer_001",
  "tenantType": "customer",
  "mailboxId": "mailbox_001",
  "mailboxLabel": "Jane Customer",
  "mailboxEmail": "jane@example.com"
}

{
  "mailboxId": "mailbox_001",
  "query": "invoice",
  "reasonCode": "self-service",
  "dateFrom": "2026-01-01",
  "dateTo": "2026-03-21",
  "subject": "renewal",
  "sender": "accounts@example.com",
  "recipient": "jane@example.com",
  "attachmentMode": "with-attachments"
}

{
  "id": "restore_001",
  "tenantId": "tenant_customer_001",
  "actorUserId": "user_123",
  "targetMailboxId": "mailbox_001",
  "messageRef": "msg_001",
  "restoreTarget": "jane@example.com",
  "overwriteMode": "safe-merge",
  "taskId": "task_001",
  "status": "queued",
  "requestedAt": "2026-03-21T07:18:00.000Z",
  "sourceSubject": "Renewal invoice"
}

{
  "tenantId": "tenant_customer_001",
  "displayName": "Jane Customer",
  "email": "jane@example.com",
  "username": "jane@example.com",
  "role": "end-user",
  "password": "initial-password",
  "mailboxId": "mailbox_001"
}

{
  "candidateIds": ["candidate_001", "candidate_002"],
  "overrides": [
    {
      "candidateId": "candidate_001",
      "username": "jane.customer",
      "displayName": "Jane Customer",
      "email": "jane@example.com"
    }
  ]
}

{
  "tenantName": "Customer Ltd",
  "tenantSlug": "customer-ltd",
  "tenantType": "customer",
  "adminUsername": "admin.customer",
  "adminDisplayName": "Customer Admin",
  "adminEmail": "admin@customer.example",
  "adminPassword": "initial-password",
  "requestedMode": "live",
  "dataCenterUrl": "https://eu2-cloud.acronis.com",
  "clientId": "acronis-client-id",
  "clientSecret": "secret",
  "rootTenantId": "root-tenant-id"
}

Endpoint Groups

Endpoint Groups

Endpoint Groups

Endpoint Groups

Reference Structures

{
  "currency": "ZAR",
  "activeTierId": "tier-2",
  "tiers": [
    {
      "id": "tier-1",
      "label": "Tier 1",
      "minimumMonthlyRecurringRevenue": 0,
      "maximumMonthlyRecurringRevenue": 1000,
      "pricePerUser": 7
    },
    {
      "id": "tier-2",
      "label": "Tier 2",
      "minimumMonthlyRecurringRevenue": 1001,
      "maximumMonthlyRecurringRevenue": 6000,
      "pricePerUser": 6.37
    }
  ],
  "organizationTierAssignments": [
    {
      "tenantId": "tenant_customer_001",
      "tierId": "tier-1"
    }
  ]
}

Endpoint Groups

Endpoint Groups

Endpoint Groups

Endpoint Groups

Administrator Checks

• Confirm the customer tenant has a saved Acronis integration configuration.
• Run archive connection validation.
• Confirm the Acronis actor account can open archive mailboxes.
• Run tenant sync or archive discovery again.
• Check Setup for archive entitlement and mailbox discovery status.
• For end users, confirm their Microsoft identity or mailbox email matches the archived mailbox.

Administrator Checks

• Confirm Microsoft tenant ID, client ID, and client secret are saved.
• Complete Microsoft admin consent.
• Run Microsoft directory sync.
• Check the user's email, user principal name, and linked Microsoft account.
• If the same Microsoft account belongs to multiple workspaces, use workspace selection after sign-in.
• If the account is unresolved, create or bulk-onboard the portal user first.

Administrator Checks

• Confirm the mailbox is visible to the current role.
• Use self-service reason code for end-user searches.
• Run a fresh search before restoring a live archive item.
• Check whether the message is under legal hold.
• Reconnect Microsoft mailbox access if mailbox workspace actions fail.
• Open Activity and Support to preserve context before escalating.