Task guide
Vendor support access
Let our support team into your deployment for a window you choose, with its own account, a banner everyone sees and every action recorded.
Off unless you turn it on
We cannot reach a firm's deployment to help with a problem unless the firm lets us in. Support access is off by default.
Let us in
- Open Settings, then Vendor access.
- Choose how long the window lasts, up to 72 hours, and what support may do.
- Turn it on.
A support account is made for the window with exactly those permissions. It is never a key to the database.
While it is on
- Every person in the firm sees a banner saying support access is active.
- Everything the support account does is recorded in the audit trail as vendor support, so it can never be mistaken for a member of staff.
When it ends
Access turns itself off when the window closes, and the firm administrator receives a summary by email of every action support took. You can also turn it off early at any time.
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