Support and agency access

Sometimes the people helping you need to look closer: Plexivo support working on your ticket, or the agency that manages your account. Plexivo keeps you in control. They can help with your resources and billing, and every access is listed for you. Revealing anything sensitive needs your approval first.

What needs your approval#

Even with your approval, the person must also confirm their own identity with their password or authenticator at the time. An API key can never reveal anything on their behalf. Your own team is never affected by any of this.

How a request works#

1. They ask. A request names an open support ticket of yours, gives a reason, asks for a length of time, from 15 minutes to 24 hours, and says what it needs: read only, the default, or read and write. Each requester can have one request pending or active at a time.
2. You decide. An owner opens Settings → Organisation and, in Agency and support access, chooses Approve or Deny. Admins can deny, but only an owner can approve. The person who asked cannot decide.
3. It ends on its own. The time starts when you approve. When it runs out, access ends. Any owner or admin can choose Revoke to end it sooner.

A read only grant lets them reveal and read. Changing anything, such as running SQL in write mode, editing table rows, running GraphQL mutations or creating keys, needs a read and write grant; under a read-only grant it is refused, and the refusal shows in your activity.

Your owners and admins are emailed when access is requested, approved, denied, revoked or withdrawn, and when it expires. Each email says who asked, why, for how long and what it allows, with a link to Settings → Organisation.

Every request, with its reason and state, is also listed in Access → Support access.

Emergency access#

In a real incident, Plexivo may need to act before anyone can approve. Plexivo support can then open emergency access to your organisation, always with a written reason. When it does:

• Your owners and admins are emailed at once, with the reason and when access ends.
• It appears in your activity and in Settings → Organisation, under Agency and support access, as Plexivo support — emergency access, with its reason, start, end and the actions taken under it.
• An emergency grant lasts 15 to 60 minutes, and you can Revoke it at any time.

Every access is recorded#

Each time your agency or Plexivo support views part of your organisation, reveals something or is refused, it is recorded with who, what and why. See it in Settings → Organisation, under Agency and support access, in the list of recent access, and in the audit log.