ASD's Blueprint for Secure Cloud

Customer Lockbox

This section describes the design decisions associated with Customer Lockbox for system(s) built using ASD's Blueprint for Secure Cloud.

Estimated reading time: 2 minutes

Customer Lockbox is a means to ensure Microsoft is restricted from accessing an organisation’s content without explicit approval from an authorised organisation representative. The service is used to address situations where Microsoft Engineers require access to client data within Microsoft 365 to resolve an incident. Similar to PIM role activations, Customer Lockbox requests are time-boxed with all actions performed by the Microsoft engineer logged in the audit log, which organisations can review within their audit records. The audit logs contain the following information:

Audit record propertyDescription
DateDate and time when the action was performed. The action will be performed within 4 hours of the Customer Lockbox request approval time.
IP addressThe IP Address of the machine Microsoft engineer used.
UserMicrosoft Operator; this value indicates the record is related to a Customer Lockbox request.
ActivityName of the activity performed by the Microsoft engineer.

Per the support agreement terms and conditions, when organisations have not enabled Customer Lockbox, Microsoft support engineers will use an internal Microsoft approval process, but will be able to access content without an organisation’s approval. Enabling the Customer Lockbox provides the ability to deny access requests, providing additional security.

Security & Governance

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Do you have a suggestion on how the above page could be improved? Get in touch! ASD's Blueprint for Secure Cloud is an open source project, and we would love to get your input. Submit an issue on our GitHub, or send us an email at

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Acknowledgement of Country
We acknowledge the Traditional Owners and Custodians of Country throughout Australia and their continuing connections to land, sea and communities. We pay our respects to them, their cultures and their Elders; past, present and emerging. We also recognise Australia's First Peoples' enduring contribution to Australia's national security.

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