Support access: see and end support sessions

When you report a problem, Artisanly's support staff may need to look at your data to find it. They do that by opening a support session against your organisation. We don't ask permission first; in exchange, every session is shown to you, with who opened it, why, and what was done.

What a session is

• It is opened by a named member of support staff, with a written reason.
• It is either read only or allowed to make changes.
• It lasts at most four hours and then ends by itself. You can end it sooner.

See the sessions

1. Open the account menu and choose Support access, or go to Settings and pick the Support access tab. Only admins see this page.
2. A session open right now appears at the top, highlighted, with who opened it, whether it is read only or can make changes, the reason, and when it opened and when it ends automatically.
3. When none is open, the page says so: nobody outside your organisation can see your data right now.
4. Under Past sessions, each one shows who, when, read only or read and write, the reason, and whether it ended or expired. Tap the line that counts its changes and events to see each one, with the time: the pages viewed and every change made.

End a session

1. On the Support access page, find the open session at the top.
2. Choose End now.

It ends straight away, and support can no longer see your data until a new session is opened. If they still need to look, they will open a new one, with its own reason, and it will appear here too.

How complete the record is

Every change made during a session is recorded by the database in the same step as the change itself, so a change can't happen without being logged. Pages that were only viewed are recorded by the application. The record of what was changed is therefore the stronger of the two.