Support access

What this is for

Sometimes support needs to see what you see to help you. Tomruq has no back door for that. Support has no special login and cannot look into your organization on its own.

Instead, an owner gives support access, the same way you would give access to anyone else: as an ordinary account, limited in time and in what it can do, and recorded.

Get help today

• Email support@tomruq.com. Say which page you were on and what you expected to see. A screenshot helps.
• Do not send passwords, PINs, reset codes or invitation links. Support never asks for them.
• On a device, a refused record has Copy details for support (or Details for support). Paste that into your email. It holds technical details, not your records.
• Many fixes need no support at all: see Fixing refused records and Correcting records.

Give support access

Owners give support access. Managers and auditors can read it, as part of the audit log.

1. Go to Admin → Settings and click Support access.
2. Click Give support access….
3. Fill in:
   • Kind of access: keep Sign in to the console as a member. The other kind, Examine a restored copy (consent only), only records your consent for one named person to examine a restored copy of your data during an incident. Nobody signs in with it.
   • Their email address and Their name, as it will appear beside what they do.
   • Role: Auditor: reads everything, changes nothing (recommended), or Manager: can also correct records.
   • How long: 1, 4, 8, 24 or 72 hours. Each choice shows when it ends.
   • Why they need it: shown to them and to every owner, and kept with the access.
4. Enter your password and click Give access.

The person gets an invitation by email and signs in with their own password. The link is also shown to you once, in case the email does not arrive. It works only until the access ends. Every owner is told by email when access is given, and again when it is first used.

What support can and cannot do

• Support signs in as an ordinary member of your organization, with the role you chose, until the end you chose.
• Support can never export files, read ID numbers, or change anything to do with access: accounts, invitations, devices, settings or support access itself.
• An auditor reads records, the checks and Activity. A manager can also correct records, under their own name.
• Every request support makes is recorded: what they opened or changed, and when.

It works for any email address, so you can use it for your own IT contractor too.

While access is open

• Every owner sees a banner on every page: "Support access is open", with who and until when, and Review.
• Today shows Review support access.
• Settings → Support access lists each open access with a countdown, the role, why, who gave it, and how many requests were recorded. See what they did opens Activity for that person.
• On Accounts, the person's role reads "Support access until …".
• Support sees their own banner: which organization, until when, and that every request is recorded.

End support access

Support access ends in one of three ways:

1. It runs out at the end you chose. The person is signed out, and an unused link stops working.
2. Any owner ends it early: End access…, an optional note, then End access now. No password is needed. It ends at once.
3. Undo, right after giving it, on the message that confirms it. This ends the access just given, and is recorded like any other end.

Ended access stays in the History: who, why, from when to when, how it ended, and the requests made. To let the same person in again, give access again.

Tips

• Give the shortest time that does the job.
• End access as soon as the problem is solved.
• Support access is ordinary access with limits. It never changes your records without leaving a trace, and it cannot erase anything.

Related articles

• Security and your data
• Crew and accounts: who is who
• Auditor access to ID numbers