International Account Access Request

Service Name 

International Account Access Request 

Service Description 

This service provides authorized users with secure access to organizational accounts (e.g., email, VPN, enterprise applications) while traveling or working outside of the United States.  

Service Category 

ITS → Access & Identity → International Account Access Request 

Service Availability 

  • Request Submission: 24/7 via TeamDynamix Self-Service Portal 
  • Fulfillment Hours: Monday–Friday, 8:00 AM – 5:00 PM (excluding holidays) 
  • After-Hours Requests: Processed next business day unless marked Urgent/Emergency 

Eligibility 

  • Available to all employees and authorized users 
  • Requests must be submitted prior to international travel when possible 

Request Process  

  1. Request submitted via TDNext/Client Portal 
  2. Ticket Status: New/Open 
  3. Approval Workflow (Pending Approval) 
  4. Assignment to ITS Group (In Process) 
  5. Fulfillment 
  6. Resolution and Closure (Resolved → Closed) 

Service Level Targets 

Service Level Targets table
Priority Criteria Response Time Resolution Time
Standard Request submitted ≥3 business days before travel  8 business hours  2 business days 
Urgent Travel within 48 hours  4 business hours  1 business day 
Emergency Same-day travel or critical business need  1 business hour  Same business day (best effort) 

Service Scope 

Service Scope table
Included Not Included
  • Enablement of international access to email and approved systems
  • Configuration of VPN or secure access tools (if required) 
  • Security review based on destination country risk 
  • Personal device support outside corporate standards 
  • Non-business-related access requests 
  • Access requests violating compliance or export control regulations 

Roles and Responsibilities 

Roles and Responsibilities table
Users ITS
  • Submitting requests in advance whenever possible 
  • Providing accurate and complete information 
  • Adhering to all IT security policies while abroad 
  • Reporting any access issues or security concerns immediately 
  • Review and process requests within defined SLAs 
  • Ensure secure access in accordance with policies 
  • Communicate status updates and completion notifications 
  • Deny or escalate requests that pose security risk 

Dependencies 

  • Manager or business owner approval 
  • Information security clearance 
  • Identity verification compliance 
  • Regional restrictions or regulatory requirements 

Escalation Process 

  • Contact the ITS Service Desk 
  • Request escalation to Tier 2/Access Management Team 
  • Further escalation to IT Security or Service Owner if required 

Service Completion 

  • Ticket status set to Resolved once work is complete
  • Closed after confirmation or defined time period 

Reporting & Metrics 

  • % of requests completed within SLA targets 
  • Average turnaround time 
  • Number of security-related denials or escalations 
  • User satisfaction scores 

Review & Updates 

This SLA will be reviewed annually and updated as needed to reflect: 

  • Security policy changes 
  • Regulatory requirements 
  • Operational improvements