The support team cannot see your organisation’s data unless a client admin grants access on Settings → Support access. Access is read-only and time-limited, and every request support makes, including reads, is recorded in your audit log.
Grant access
- Enter the Support person’s email (your support contact gives you the email of their support account).
- Set the Duration (hours); the page shows the default and the maximum.
- Enter a Reason, for example the ticket number and what should be looked at.
- Click Grant access.
While access is active, a banner “Support access is active…” shows on every page, with a Manage link.
Revoke access
Click Revoke when the work is done. Access also ends automatically at the time shown under Expires. The list keeps past grants with their state: Active, Expired or Revoked.
Only client administrators can grant or revoke support access. Support access does not count towards your plan’s user limit.