Support access to customer data

Owner: Mira Holm, with Ines Costa (support)

Who

A named few: the support engineers (today Ines Costa, Yusuf Demir, Pia Lang) and the on-call engineer during an incident. The list is checked in every access review.

How

1. Support opens a support session to one customer's organisation, from our ops console, with the SUP ticket it is for.
2. The support lead approves it. Out of hours, for an incident, the on-call lead does.
3. The session lasts four hours at most.
4. Everything done in it is logged, and the customer's administrators see it in their audit log.

A customer can turn support access off in the portal (Settings › Support access). Then each session also needs one of their administrators to approve it.

Where from

Support works from inside the EU. Nobody opens customer data from outside the EU, whatever the customer's region. (Added 12 October, Mira's answer for Halden in ACM-296.)

Never

• Passwords, MFA secrets, or certificates' private keys. Support can't see them.
• Customer data copied out of a session into tickets, email or chat. Describe it instead.