Support Access

Overview

When you encounter an issue that requires hands-on assistance from the Becker Software support team, you can grant temporary access to your Easy Mail Archive instance. Support access is always time-limited, explicitly granted by an administrator, and fully logged in the audit trail. The support team cannot access your account without your explicit permission.

How It Works

Support access provides a Becker Software support engineer with read-only access to your account's configuration and settings. This allows them to diagnose issues related to:

• Domain verification and DNS configuration
• IMAP integration connectivity
• Search indexing problems
• User access and permission issues
• Security policy configuration

Support engineers can view your admin settings, user list, domain configuration, and system logs. They cannot read the content of your archived messages unless you specifically grant elevated access for a particular case.

Granting Support Access

To enable support access:

1. Navigate to Admin > Support
2. Click Grant Support Access
3. Select the access duration - available options are:
   • 24 hours - for quick diagnostic tasks
   • 3 days - for issues that require investigation
   • 7 days - for complex problems that may need multiple sessions
4. Optionally, add a note describing the issue you need help with
5. Click Confirm

Once granted, the support access countdown begins immediately. You will see a banner on the admin pages indicating that support access is active and when it expires.

Revoking Support Access

You can revoke support access at any time before it expires:

1. Navigate to Admin > Support
2. Click Revoke Access
3. Confirm the action

Access is terminated immediately. Any active support session is disconnected, and the support engineer will no longer be able to access your instance.

What Gets Logged

Every action taken by a support engineer during their access window is recorded in your audit log with a clear "Support" label. You can review exactly what the support team viewed or changed by filtering the audit log for support actions. Logged activities include:

• When support access was granted and by whom
• Each page or configuration section the support engineer accessed
• Any configuration changes made (with before and after values)
• When the support session ended (either by expiry or manual revocation)

Security and Privacy

Support access is designed with your security in mind:

• Time-limited - access automatically expires after the selected duration, no action required
• Administrator-controlled - only account administrators can grant or revoke access
• Fully audited - every support action is logged and visible to your administrators
• No message access - support engineers cannot read your archived emails by default
• Revocable - you can terminate access instantly at any time

We recommend granting support access only when you have an active support ticket and revoking it once your issue has been resolved.