Xonar Gmail User Account Management SOP

User Account Creation & Password Reset SOP

Purpose:
This document defines the standard operating procedure (SOP) for creating, managing, and resetting passwords for official Xonar Gmail accounts. It also outlines the mandatory ticketing process using HubSpot to ensure traceability, security, and compliance.

Scope

This SOP applies to all IT/Admin personnel managing official Xonar Gmail accounts using Google Admin access and handling user requests via Slack or email.

Request Channels

Users can raise requests through the following channels:
- Slack

- Email: helpdesk@xonar.com

All requests must be logged as a ticket in HubSpot before taking any action.

Mandatory Requirement – Personal Email Address

While creating a new official Gmail account, it is mandatory to collect the employee’s personal email address.

Reason:
- Used as an identity verification question during password reset requests.
- Ensures secure validation before sharing temporary passwords.
- Enables alternate communication if official email access is unavailable.

Ticket Logging in HubSpot

1. Receive request from user via Slack or helpdesk@xonar.com.
   2. Log in to HubSpot.
   3. Create a new ticket.
   4. Add requester details:
   - First Name
   - Last Name
      - Official Email Address
   5. Select appropriate category (e.g., Gmail Access / Password Reset).
   6. Save the ticket and note the ticket ID.

Password Reset for Existing User

1. Verify the requester’s identity using the registered personal email address.
   2. Log in to Google Admin Console.
   3. Navigate to Users → Select the user → Reset password.
   4. Generate a temporary password.
   5. Share the temporary password securely with the user.
   6. Ask the user to log in immediately.

Login Confirmation & Ticket Closure

1. Confirm with the user that they are able to successfully log in.
   2. Ensure the user has changed the temporary password.
   3. Update the HubSpot ticket with confirmation notes.
   4. Change ticket status to Closed.
   5. Close the ticket only after successful login confirmation.

New User Gmail Account Creation

1. Log in to Google Admin Console.
   2. Navigate to Users → Add new user.
   3. Enter employee details.
   4. Create official Gmail ID as per naming convention.
   5. Generate temporary password.
   6. Collect and record personal email address.
   7. Share credentials securely.
   8. Ask the user to change password on first login.

User Account Deactivation

1. Receive deactivation request from HR or Management.
   2. Log a ticket in HubSpot for record purposes.
   3. Log in to Google Admin Console.
   4. Suspend or deactivate the user account.
   5. Update and close the HubSpot ticket.

Security & Compliance Notes

- No action should be taken without a HubSpot ticket.
- Passwords must never be shared over public channels.
- Identity verification is mandatory before reset.
- Personal email addresses must be handled confidentially.

Gmail Account Naming Convention

To maintain consistency and follow organizational best practices, official Xonar Gmail accounts must follow the naming conventions below:

• Standard Users

Format: First letter of first name + last name @xonar.com
Example:
- John Smith → jsmith@xonar.com
- Akhila Rao → arao@xonar.com

• Management / MC Team

Format: FirstName@xonar.com
Example:
- Rob → rob@xonar.com
- Mahesh → mahesh@xonar.com

User Off-Boarding & Access Removal

Immediate deletion or disabling of a user account is not recommended for departing employees. The following controlled off-boarding process must be followed to ensure business continuity and data retention:

1. Receive deactivation request from HR or Management.
2. Log a ticket in HubSpot for tracking and audit purposes.
3. Change the user’s password to immediately block access.
4. Configure email auto-forwarding to the user’s immediate manager for 15 days.
5. After 15 days, archive the mailbox to retain historical emails.
6. Disable or suspend the user account.
7. Update and close the HubSpot ticket with all actions documented.