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Managing Data and Configuration Changes
Overview
By default, the Support Team does not have access to your account. However, Authorized Contacts can grant the Support Team access to provide you with optimal service, help diagnose, or escalate complex or specific problems that our team can then solve more effectively.
Requesting Access
Approving a Support Team access request depends on the support channel on which you submitted your ticket:
- Support Portal – If you submit a Support Portal ticket, we capture the Authorized Contact's approval upfront on the ticket request form.
- Email – If you submit a support ticket through email, we will respond to the ticking requesting approval to access your application. When we receive approval to access, we can start our investigation. Using the email channel potentially slows our investigation, so the Support Portal is your best choice when submitting a ticket.
Granting Access
When you receive an Authorized Contact’s approval, a Support representative will activate their access to your application. As the Authorized Contact’s email is entered during the activation process, that Authorized Contact will be automatically notified of who has gained access and why.
The Support representative can grant other Resolver personnel access to progress the investigation. Personnel may include members of our Support or Product Engineering teams. The Authorized Contact will be automatically notified when any other member of the Resolver team is added.
Note:
Your available user licenses are unaffected by granting Resolver access to your application for support requests.
Managing Data and Configuration Changes
Resolver will only change your account after obtaining an Authorized Contact's written approval when a configuration or data change may be required to resolve your support ticket.
Removing Access
When our investigation is complete, we will disable the Support team’s access to your account. However, Resolver customers are responsible for maintaining their user access and authorizations. We recommend you regularly review user authorizations and disable our team’s or other users' access when no longer required.
Note:
If you have multiple open support tickets requiring access to your account, we may maintain access until each ticket is solved.