Managing Your Access & Contacts

Aura contacts

The customer contacts on the order form, or the primary license recipients, were notified by email with access to the Aura Console.  This is the Aura management console which is the Neo4j platform for managing the Aura subscription.  The primary license recipients are also tagged as the recipients for the monthly Aura consumption report.  See the section below about Aura Monthly Consumption reporting.

Aura Console Users

The initial users are granted access privilege to the Aura console.  At least one user is set up as a Project Admin user, who in turn can add users through the console.  Any user created in the Aura Console is also set up to access the Neo4j Support Portal.

 

User access to the Aura Console is managed through the Users page. Please refer to the product documentation for user management.  Each project can have users of 4 different roles:

• Project Admin

• Project Member

• Project Viewer

• Project Metrics Integration

 

The user management specifies the different capabilities for each role.  

Each project must have at least one Project Admin, but it is also possible for projects to have multiple Project Admins.

Review the Aura Console Documentation for an overview of how to manage database instances, connect import, query monitor the databases, as well managing users and other account settings.  

Aura Consumption Reporting Contacts

The primary license recipients are by default the initial recipients for the monthly Aura consumption report.  You may change, add or remove contacts who should be receiving the monthly Aura Consumption report.  The recipients of the Aura consumption report can be completely separate contacts that do not otherwise access the Neo4j systems.  

 

Contact your onboarding manager to update or manage who should receive the Aura consumption report.

Neo4j Customer Support Contacts

Neo4j Customer Support is available to the registered Customer Project Profiles Contacts in the Neo4j Support Portal.  A customer needs to have at least one customer contact registered on the Customer Project Profile.  

As a Neo4j Authorized Contact, the Neo4j Support Portal provides access to self-serve content and expert assistance. 

 

To use the Neo4j Support portal please review this Resource for Customer article that provides guidance on how to use the support portal and a number of links to How to Guides on the Support Portal.

Adding Support users:

The Neo4j Support portal allows you to add users who need the ability to create cases and support requests.  This article describes how to add users to the support portal for self-managed customers, and you can refer to the documentation here for Aura customers.

 

Removing Support users:

To remove a user’s access to the Neo4j Support portal you will need to raise a support request.  The Neo4j Support team will remove the user accordingly and confirm in writing via the Support ticket.

 

Contact your onboarding manager if you have any questions regarding access to the Neo4j Customer Support portal. 

Other Customer Contacts

Information Security Contact

Neo4j Security Policies dictates that we identify customer Information Security Contact as the point of contact.  This is a person or role that would be notified in the event that there is a security incident that can have implications for the customer.  

 

We request that you provide the name, email, phone number and title of the Information Security Contact.  Neo4j retains this contact detail in our CRM system.

Key Contacts

The key contacts are customer contacts that are identified as License Recipients, and/or Project Owners that are the primary contact for an ongoing project.  They will be the primary contacts for the Onboarding Manager or Customer Success Manager. 

 

The key contacts are also often the commercial contacts that are engaged in the contract and renewal process, and as such the primary contact for the Account Executive or Renewals Manager.

Onboarding Contacts

The onboarding contacts are simply customer contacts that are identified as participants in the Neo4j onboarding process.  Active interactions will occur with the Neo4j Onboarding Manager or Customer Success Manager.

Technical Contact

Any customer contact that is identified and technically certified as competent on Neo4j technology and databases.   

Training Participants

Any customer contact that is participating in Neo4j training, either through a Graph Academy training, any Instructor Led training, or through the Neo4j Training Portal.  

Neo4j Monthly Customer Success Newsletter Contact

Customer contacts that are created in our CRM system are by default added to our distribution list of the Neo4j Customer Success Newsletter.  The newsletter provides an update to customers with product notifications, additional features and capabilities on the Neo4j database.  

 

A customer may opt-out if they do not wish to receive the newsletter.

Customer Contact Audit

Neo4j Customer Success may periodically reach out to you to verify that we have the right contacts.  Our objective is to ensure that you as a customer have the right information and access to Neo4j systems and resources.

 

A customer contact audit will include a reference to who we understand as the current customer contacts, and we request that you will assist us with providing any corrections needed.

 

Roles included in the Customer Contact Audit are:

• Key Contacts [License Recipient contact and Commercial contact]

• Aura Consumption Report Contact

• Information Security Contact

• Support Contacts