Support access

Support access lets staff see a customer's JDrive interface without giving them the customer's file contents. The hosting company and each reseller choose whether this route is available for the customers below them.

What staff can see

Open Console → Accounts, choose a confirmed, active customer, then look under Getting them back in. When policy allows it, Sign in as them starts a support session.

During the session, staff can see the customer's screens, file names, sizes and locations, folders, tags, storage and transfer figures, share settings, and errors.

This is not a read-only session. The six content-exposing operations below are blocked, but other customer actions remain available. For example, staff can upload, rename, move, tag, replace, restore, or put files in the Trash. They can take a public file down and revoke an existing share. Set your staff policy with that access in mind.

What staff cannot do

A support session cannot:

• open or download a file;
• download an earlier version;
• see a thumbnail;
• read photo metadata;
• publish a file; or
• create a share link.

These limits cannot be configured. Download, Publish, and Give a link are hidden during the session. Refused attempts are recorded. One support session cannot start another, and each session expires within one hour.

The record

Every support session is recorded in two places: the customer's own history and the seller's account record. The record says who started the session and when it ended. Attempts refused by the file boundary or by policy are recorded too. Customers can read their own history; staff cannot switch this recording off.

Choose the policy

Open Console → Support access. Choose either:

• Allow it, and record every session; or
• Switch it off.

The default is to allow audited sessions until a seller chooses otherwise. Switching access off ends affected support sessions on their next request. Customer approval before entry is not an available setting.

You can also choose Email them every time or Leave it to their history. The default is no email. The history is kept either way.

The strictest setting anywhere in the customer's seller chain wins. A reseller can switch support access off for their customers even when the hosting company allows it. The hosting company cannot override that choice. A hosting-company restriction also applies below its resellers. The same most-protective rule makes an email notification required when any seller in the chain requires it.

What this policy does not promise

The company operating the server controls its disk and database. Switching off support access makes JDrive refuse and record use of the product's support route. It does not prevent a server administrator from reading data directly on the machine. Your customer policy should state this distinction.