When our support people can see your account

Sometimes the fastest way to fix something is to see what you are seeing. That requires your consent, and it leaves a trail.

How it works

You grant consent: what it covers and how long it lasts. A support session cannot begin without one, and it cannot be wider than the consent allows.

That is enforced in the database rather than only in the application, which matters because the two fail differently. Application code is what a new feature accidentally goes around; a database constraint is what a maintenance script goes around. Both are checked here, because neither alone is a control.

What proves it worked

Look at your audit trail after a support session. The actions appear as our operator, acting as you, under the consent you granted, with the consent's reference.

That is the property to check. An impersonated action that looks identical to your own action is worse than no audit trail at all, because it makes the trail actively misleading about who did what.

What you can see

The consents you have granted, the sessions taken under them, and every action in each session. All of it is in your account rather than in ours, under the ordinary rules for who in your business can see what.

Ending it

Revoke the consent. The session ends. You do not need to ask us and we are not notified in a way that lets us continue.

What we do not do

Open your account to look around without a consent. Extend a session past what a consent covers. Take an action inside a session that does not carry the session on its record.

If you ever find something in your audit trail that looks like support activity without a matching consent, that is a serious matter and we would want to hear about it the same day.