Support Access
Support Access controls whether TridentStack Control support staff can view your environment's data when you need help. You manage it under Settings > Privacy.
When you contact support about an issue, staff sometimes need to see your endpoints, policies, updates, or vulnerability data to understand and resolve the problem. Support Access lets you decide, on your terms, whether that is allowed by default or only for a specific, time-boxed request. Staff access to your account is recorded, so you can see when your data was viewed.
What staff can always see
TridentStack staff can always see:
- Your account and billing details
- Your users and when they last signed in
- How many endpoints you have
This helps TridentStack bill you correctly and keep your account secure. Each time staff open your account's details, it is recorded in the Vendor Access Log.
When Support Access is on, staff can also view your environment's data to provide support, such as endpoint names and addresses, software, vulnerabilities, and policies, and can sign in as one of your users to see what they see. When it is off, all of that is blocked unless you grant a temporary access window.
The Support Access setting
The Support Access toggle has two states:
- Enabled (default). TridentStack Control support staff can view your environment's data to provide support and troubleshoot issues.
- Disabled. Support staff cannot view endpoint names and addresses, software, vulnerabilities, or policies, and cannot sign in as your users. To get help that requires looking at those details, grant a temporary, time-limited window of access for that specific case (see below).
Support Access governs only staff viewing your data for support purposes. It does not affect your own users' access, your agents, or any automated platform behavior.
Temporary access grants
When Support Access is disabled, you can still get hands-on help for a specific issue by creating a temporary access grant. A grant opens a fixed window during which support staff can view your data, then closes automatically.
To create a grant, go to Settings > Privacy and choose a duration:
| Duration | Typical use |
|---|---|
| 4 hours | A live troubleshooting session |
| 24 hours | A single business day of investigation |
| 48 hours | An issue that spans a couple of days |
| 7 days | A longer, in-depth investigation |
You can add a short reason for your own records. Only one grant can be active at a time. A grant expires on its own when the window ends, and you can revoke an active grant early at any time from the same page.
Vendor Access Log
The Vendor Access Log is a timestamped record of when TridentStack Control support staff viewed your account or environment. Find it under Settings > Privacy.
Pages that refresh on their own are grouped: repeated views of the same area by the same staff member within 15 minutes appear as one entry. Views that cover many customers at once, such as a list of all accounts, are recorded in TridentStack's internal audit trail rather than in each customer's log.
Each entry records:
| Field | Description |
|---|---|
| Date and time | When the access occurred, in your configured timezone |
| Staff member | The support staff member who viewed your data |
| Area accessed | The part of your environment that was viewed |
| Access type | Whether the access was for account details, came from your standing Support Access setting, or used a temporary grant |
Filter the log by date range to review a specific period. Entries are retained for one year.
If you operate under a compliance program that requires you to track third-party access to your data, the Vendor Access Log is your record of staff access to your account. Pair it with the System Audit log for a full picture of activity in your environment.