Task guide
Vendor support access
Let our support team into your firm's records 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 records 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, and press Open vendor access.
- In the dialog, give the Window (hours), up to 72, and choose the Permissions support may use.
- Press Enable access and confirm it is you with your password.
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 end it early at any time with End access. Every window the firm has opened is listed below, with who enabled it and when the summary was sent.
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