Support access you can see and end
Nobody at Keelvy holds standing access to your workspace. When support needs to look at something, access is time-limited, shown on every screen and recorded.
When support asks
Section titled “When support asks”If you asked for help from inside the workspace, support can request access. A banner appears saying what support asks for: the scope, the number of hours and the reason. It has Approve and Decline.
- Approve opens the access with the scope and hours in the request.
- Decline lets you leave a note for support. Support does not get access.
The scope is either read-only or full. An unanswered request expires.
Any Administrator or General manager can answer, and so can the person who raised the support ticket. It cannot be the support person who would be let in, or anyone whose own access in this workspace comes from a support grant.
If you could not sign in and asked by email or phone, support may open access itself. It appears the same way.
While support is inside
Section titled “While support is inside”A banner at the top of every screen says who has access, the scope, the reason and until when. Click End access now, then End access, and they lose access at once. The register keeps the record.
See the register
Section titled “See the register”Open Settings → Support access, in the Access group. Only an Administrator or General manager can. It shows:
- Open now: who, scope and until when.
- Past access: who, scope, reason, window and whether it was Ended early or Expired.
- Requests from support: who asked, hours, status and when it was answered.
Changes a support person makes appear in the change journal as “Name (support)”.
Ask support for help
Section titled “Ask support for help”Click your avatar, choose Get help and New request. Pick a category (Question, Problem, Billing or Feature request) and how serious it is. Answers arrive in My requests.