Provider support access

Your provider's support engineers can get a temporary administrator account in your console to help you. You decide whether that is allowed. The setting is in Admin → Configuration → Provider support (administrators).

How support access works

1. A support engineer at your provider requests access, with a reason and a duration (15 minutes to 4 hours).
2. A second person at your provider has to approve the request. A request nobody approves expires after an hour.
3. When it is approved, and only while your setting is allowed, your stack creates a temporary administrator account named support-....
4. The account is removed at the time it states. Your stack also removes expired support accounts on its own every 5 minutes, so access ends even when your provider cannot reach your server.

You do not request support access from the console: your provider raises the request. To ask for help, contact your provider the usual way.

What you see while it is active

• Every user sees a banner across the top of every page: Provider support access is active until 14:30 (reason: ...).
• Admin → Configuration → Provider support lists each active support account under Active now, with its end time and reason.
• The support account's sign-ins and every change it makes are recorded in Admin → Audit log under its own name.

Allow or deny support access

Support access is allowed by default.

1. Open Admin → Configuration → Provider support.
2. Choose Deny provider support access (or Allow provider support access to turn it back on).
3. If support access is active now, confirm: denying ends it at once.

While it is denied, every request from your provider is refused. Only console administrators can change the setting; other users see it but cannot change it.