Consented support access
By default, SellioCRM support cannot see your organization's business records. For support to look at your data during a case, an administrator has to turn on temporary access, for a set period. Everything support does is written to a log you can see, and the access can be cut at any moment.
A support case usually runs into a dilemma: to solve the problem, somebody has to look at your data; but nobody wants a vendor walking into their database whenever it suits them. SellioCRM settles that by flipping the default. Support starts with no access to the content of your CRM and only gets access when you turn it on, for a period you choose, with everything logged.
What support sees without your consent
With no active grant, support sees only operational information about the account, such as users, license and technical logs. Your business records, contacts, companies, opportunities, proposals, conversations, are out of reach. This is not a promise of good behavior: the system refuses.
How to grant access
- Open Settings and, under Security and governance, go to Support access. Only organization administrators can open that page.
- Choose the Duration: 24 hours, 72 hours or 7 days.
- Under Note, write the case reference, for example the ticket number. The field is optional, but it helps enormously when you audit later.
- Click Turn on support access.
- The page now shows Support access ACTIVE, with the date and time it expires.
Access expires on its own when the period ends. You do not have to remember to turn it off, and turning on a new grant automatically ends any earlier grant that was still in force.
How to revoke
While access is active, the page shows the Revoke access button. Clicking it cuts access immediately, without waiting for the period to run out. Use it whenever the case wraps up earlier than expected: the healthy habit is to revoke as soon as the problem is solved.
The access log
Below the button sits the Access log, with the most recent entries. Each row shows when it happened, which support agent acted, what the action was and what it was on.
- Read: support looked at information of yours.
- Write: support changed something.
- Break-glass: exceptional access taken without prior consent, which is only allowed with a written reason. The reason appears on the log row itself, next to the action.
The log cannot be edited and cannot be deleted by anyone, not by support and not by your organization. It exists precisely so the record outlives any version of events.
Frequently asked questions
- Can support get in without me turning it on? Only in an emergency, and in that case they are required to write a reason, and the access shows in the log marked as break-glass. There is no silent path.
- Do I have to turn it on again for every case? Yes, and that is deliberate. Access is temporary by nature; there is no permanent access to your content.
- Does turning access on let support change my data? The log separates read from write, and you see exactly which it was. If a write shows up that you were not expecting, that is the moment to ask.
- Who on my team can turn it on or revoke it? Only people who administer the organization's settings.
- How long does the log last? The page shows the most recent entries; the record itself is permanent and cannot be erased by whoever accessed it.