Being in a Work from Home environment is going to come with it's challenges and we want to be sure you have information on the most common issues to reduce the time an ambassador is down. Below, you will see these examples and trouble shooting steps.
where to escalate what issues
Sutherland Account Lock out or Password Reset
Reset / Expired Password
Go to SSPR (System, One Sutherland mobile app)
Login using NTID (ntid@sutherlandglobal.com)
Verify Captcha
Click “I forgot my password”
Choose MFA verification process
Enter MFA code to validate
Enter new password & confirm new password
Wait for couple of minutes
Login to VPN using new password
After connecting to SGS VPN, lock your system (Ctrl + Alt +Del) and unlock using the new password to update your system local cache.
#9 & #10 are not applicable for Non-VPN, Webmail & BYOD users
Account Locked
Go to SSPR (System, One Sutherland mobile app)
Login using NTID (ntid@sutherlandglobal.com)
Click “I know my password, but still can’t sign in.”
Choose MFA verification process
Enter MFA code to validate
Your account is unlocked.
Wait for couple of minutes