> For the complete documentation index, see [llms.txt](https://helpdesk.augmentt.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://helpdesk.augmentt.com/frequently-asked-questions.md). # Frequently Asked Questions {% hint style="info" %} This page was reconstructed from a branching Stonly Q\&A guide. The question-to-answer pairing below was inferred by matching answer content to question text, since the source export doesn't preserve explicit choice-to-step links. A couple of the source guide's steps were leftover authoring-template placeholders (e.g. "Action A Answer", "Answer to question #2") with no real content and were dropped. Please spot-check the pairings, especially Q3 and Q5, before treating this as final. {% endhint %} ### If I am on a trial account, can I still get support? Yes you can! Simply email to contact our Support Team today! ### I tried logging in but it says account doesn't exist. What should I do? Please check your spam folder for any pending messages to activate your account. If you're still having difficulties, create a support ticket or email and we'll investigate. ### Want to see a new article? Email us at if something is missing! ### Is the Augmentt platform multi-tenant? Yes, of course. The Augmentt platform is designed for MSPs managing multiple client companies. ### Can I set up the product to manage my own company AND others? Yes — the same multi-tenant design covers this. Contact if you need help setting this up. ### I see an option for Schedule a Call with a Specialist. Do I need to do this? No, it's optional — offered if you'd like a helping hand. Our support personnel walk through the process with you and get first-hand knowledge of anything you're running into. Schedule a call via [Calendly](https://calendly.com/augmentt-customer-success/) or email . ### If I need assistance during my trial, who should I call? The Augmentt Support Team can help: call 1-(888) 670-8444 x1004, email , or use the chat widget on any page of the website or app. ### Do I need to make any changes to my firewall to allow the Augmentt agent to send SaaS data? {% hint style="warning" %} Not independently verified against the codebase for this pass — these are static infra addresses, confirm with the infra team before publishing if precision matters. {% endhint %} Depending on your firewall configuration, you may need to open port 443 to allow the Augmentt Agent to reach our data centers, and whitelist these IP addresses: `34.230.209.76` and `52.72.162.51`. ### What if the agent is not reporting in, or accurately? Try the following: * Restart the Augmentt Agent Service. * Make sure your firewall isn't blocking `34.230.209.76` and `52.72.162.51`. * If the agent is reporting in but a SaaS application you expect isn't showing up, check **Configuration > SaaS Applications > Total Web Traffic**. If the traffic shows up there, add the app to the master app list in Discover. ## Alerts ### How often does Augmentt scan for alerts? Most alert types — M365 Monitored Alerts, M365 Defender incidents & alerts, Purview Alerts (UAL), M365 Risk Detections, Directory Audit Alerts, UAL Mailbox Rule Alerts, and Scheduled Action Alerts — are scanned on a rolling basis roughly every 10 minutes. Each scan picks up new activity for a tenant since its last successful run, with a multi-hour overlap window built in so a slow sync or a brief outage doesn't let anything slip through; a tenant's very first sync looks back further to backfill history. Posture Drift Alerts and Dedicated Posture Alerts work differently — they aren't scanning for events at all. Augmentt runs a daily regression check comparing today's security posture against the last time it was compliant, once per day. That schedule is defined in UTC and doesn't shift for Daylight Saving Time, so depending on the time of year it lands around 8am or 9am Eastern. See [How Alerts Work](/modules/secure/alerts/how-alerts-work.md) for what each alert umbrella covers, and [Enable Alert Notifications](/modules/secure/alerts/enable-alert-notifications.md) for how and when you're actually notified once an alert is generated. ### Why do I sometimes see what looks like the same alert twice? Augmentt alerts on individual signal records, not on a single deduplicated "event." If the same underlying activity produces more than one qualifying signal — for example, a suspicious sign-in that trips both a Risk Detection and a Purview (UAL) alert — you can end up with what looks like a duplicate but is actually two different umbrellas each correctly reporting on related activity. Each alert has a correlation ID visible in its detail view, which is the fastest way to tell whether two alerts are genuinely about the same underlying signal or just related. If you see two alerts with a **matching** correlation ID that both appear as separate entries instead of being consolidated into one, that's not expected behavior — please [submit a support ticket](/submit-a-support-ticket.md) so it can be investigated as a bug rather than assumed to be normal. ### I need to change my MFA device but don't see the option to change it Send an email to with the user's email address and we'll trigger a reset. You'll be prompted to set up your new device next time you log into Augmentt. ### How do I check the availability status of the Augmentt portal? Visit [status.augmentt.com](https://status.augmentt.com/) to see the status of the application, support site, and main website. ### When is your planned site maintenance? {% hint style="warning" %} Not independently verified against the codebase for this pass — confirm current maintenance windows with the infra/ops team before publishing. {% endhint %} Planned maintenance only occurs within these windows (Eastern Time): * **Major:** Friday 7:00 PM – Saturday 7:00 PM * **Minor:** Saturday Midnight – Saturday Noon If you can't access the site after a maintenance window ends: clear your browser's cache and cookies, then restart your browser (not just the tab). Still stuck? Contact support. Since the whole platform is down during these windows, plan to postpone Discovery, Subscription, and Automation tasks around them. ### What is multi-factor authentication and why should I use it? Multi-factor authentication verifies your identity in more than one way when you sign in — like having two locks with different keys on your door. Augmentt supports MFA via an authenticator app; enable it on your Augmentt account. ### How long is the trial? {% hint style="warning" %} Not independently verified against the codebase — confirm the current trial length with the product team before publishing. {% endhint %} The trial is 14 days long. Contact if you need an extension or run into issues. ### Can someone give me a demo? Of course! Contact to request a demo. ### Can I extend my trial? No, the trial is fixed at 14 days. Contact if you have issues. ### What functionality is available in the trial? The trial provides full functionality of Discover, User Management, and Secure. ### How do I reset my Augmentt platform password? 1. Go to [app.augmentt.com](https://app.augmentt.com) and select **Forgot Password**. 2. Enter your email address and hit **Submit**. 3. Check your email (including spam) for a confirmation code. 4. Enter the code, set your new password, and submit. You're done — log in with your new password. ### Augmentt IP Addresses {% hint style="warning" %} Not independently verified against the codebase for this pass — these are static infra addresses tied to each region's AWS hosting, confirm with the infra team before publishing if precision matters. {% endhint %} Augmentt is hosted on AWS. PSA ticketing IP addresses by region: | Region | App URL | Hosting Region | PSA Ticketing IPs | | ------------- | --------------------- | ------------------------ | ---------------------------- | | North America | app.augmentt.com | us-east-1 (N. Virginia) | 3.234.99.193, 34.225.129.250 | | Europe | app.eu.augmentt.com | eu-central-1 (Frankfurt) | 3.66.149.2, 18.196.34.69 | | Australia | app.apac.augmentt.com | ap-southeast-2 (Sydney) | 3.106.96.211, 15.134.189.127 | For hosted services requiring access to M365, use Microsoft's published [Azure IP address ranges](https://www.microsoft.com/en-us/download/details.aspx?id=56519) rather than a fixed list. ### Still have a question? Email us at , or [submit a support ticket](/submit-a-support-ticket.md). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://helpdesk.augmentt.com/frequently-asked-questions.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.