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Customer Lockbox deep dive

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Customer Lockbox deep dive

How Customer Lockbox controls Microsoft engineer access to your tenant data — and when it actually triggers.

Solving Microsoft 365 · www.solvingmicrosoft365.com/guides/customer-lockbox-deep-dive

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01

What Microsoft engineers can and can't do without Lockbox

Without Customer Lockbox, Microsoft's standard operating model is:

Solving Microsoft 365 · www.solvingmicrosoft365.com/guides/customer-lockbox-deep-dive

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02

When Customer Lockbox triggers

It triggers only when a Microsoft engineer's troubleshooting genuinely requires access to customer content data — not metadata, not service logs, not telemetry. Examples:

Solving Microsoft 365 · www.solvingmicrosoft365.com/guides/customer-lockbox-deep-dive

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03

The approval workflow

When Lockbox triggers:

Solving Microsoft 365 · www.solvingmicrosoft365.com/guides/customer-lockbox-deep-dive

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04

Audit trail

Every Lockbox request and response is logged in Purview audit logs:

Solving Microsoft 365 · www.solvingmicrosoft365.com/guides/customer-lockbox-deep-dive

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05

Licensing

Customer Lockbox is included in Microsoft 365 E5, Microsoft 365 E5 Compliance, Office 365 E5, and Microsoft 365 Apps for Enterprise (in some plan combinations). Standalone licensing is also available.

Solving Microsoft 365 · www.solvingmicrosoft365.com/guides/customer-lockbox-deep-dive

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