How Simployer Support Accesses Your Account

Why does Simployer Support need my permission to access my account?

Simployer Support agents sometimes need to access your account directly to troubleshoot an issue or help with configuration. Under GDPR, you control who accesses your data, so Simployer uses a consent-based access system rather than giving agents standing access to customer accounts.

This means:

• A support agent cannot access your account without an approved request.
• You decide whether to grant or deny access.
• Access is always temporary and expires automatically after the agreed duration.
• You can revoke access at any time, even before the duration ends.
• All access requests are logged for audit purposes.

Both you and your account owner can approve or deny access requests. You can do this from your Account page for your own account. Account owners can also approve or deny requests on behalf of any user in the organization from Settings → Support Panel.

How does the support access request process work?

1. A support agent sends a request. When an agent needs to access your account, they submit a request that includes the reason (for example, troubleshooting a specific issue) and the requested duration of access (for example, 4 hours, 24 hours, or up to 14 days).
2. You receive a notification. You get an email informing you that a support agent has requested access to your account. The email includes the reason and the requested duration.
3. You review and respond. On your Accountpage, you'll see the pending request and can either approve or deny it.
   • Approve: The support agent gains temporary access for the requested duration. A countdown shows when access will end.
   • Deny: The request is declined, and the agent cannot access your account. You can optionally provide a reason for the denial.
4. Access begins, if approved. The support agent can now access your account. During the session, they have the same level of access as you, so they can see your data and perform actions on your behalf to resolve the reported issue.
5. Access ends. Access ends automatically when the approved duration runs out, or earlier if you revoke it from your Account page.

Can I deny or revoke a support access request?

Yes. You can deny any request from your Account page — the support agent will not be able to access your account, and you can optionally provide a reason.

You can also revoke access at any time after approving it, even before the approved duration expires. Revoking access ends the support agent's access to your account immediately.

What can a support agent do once granted access?

Once access is approved, the support agent has the same level of access as you. This allows them to:

• Investigate issues you've reported.
• Check your settings and configuration.
• Help troubleshoot problems.
• Make changes on your behalf to resolve the issue, such as correcting a setting or updating a configuration.

Support agents never see your password. Access is granted without requiring or revealing your login credentials.

What happens if I don't respond to a request?

If no one responds to a support access request within 48 hours, the request expires automatically, and the support agent does not gain access.

What happens if I'm unavailable and the issue is urgent?

If a support case is time-sensitive and neither you nor your account owner is available to respond (for example, due to sick leave or vacation), a limited number of authorized Simployer personnel may approve the request on your behalf so the issue can be resolved without delay.

This override process has strict safeguards:

• Only a small group of authorized personnel can perform an override — regular support agents cannot.
• A written justification is required for every override.
• The override is fully audited and recorded.
• Your account owner receives an email notification that access was granted via override, including the reason.

Does support access work differently during onboarding?

Yes. During your organization's onboarding phase (the first period after you start using Simployer), support agents can access accounts without individual consent requests. This lets Simployer's team efficiently assist with setup, configuration, and training.

Once onboarding is complete, the full consent-based access flow described above takes effect, and your organization administrator will be notified when the onboarding phase ends.

How do account owners manage support access requests for their organization?

The Support Panel, found under Settings → Support Panel, is available to account owners for managing Simployer Support's access to accounts across their organization. While any user can approve or deny requests for their own account from their Account page, only account owners can view and manage requests on behalf of any user in the organization through the Support Panel.

From the Support Panel, account owners can:

• View all support access requests for the organization, including pending, approved, denied, expired, and revoked requests.
• Approve or deny requests on behalf of any user in the organization.
• Revoke access for any active support session.
• Review a complete history of past support access requests.

To approve, deny, or revoke a request on behalf of a user: go to Settings → Support Panel, find the relevant request or active session, and choose to approve, deny, or revoke it. Approving grants the support agent temporary access to that user's account for the requested duration; denying declines the request (with an optional reason); revoking ends an active support session immediately, even before its approved duration expires.

FAQ

Can I deny a support access request?

Yes. You can deny any request from your Account page. If you deny a request, the support agent cannot access your account. You may optionally provide a reason for the denial.

Can I revoke access after approving it?

Yes. You can revoke access at any time from your Account page, even before the approved duration expires. Access ends immediately.

What if I'm not available to respond?

If you don't respond within 48 hours, the request expires. Your account owner can also approve or deny requests on your behalf from the Support Panel. If both you and the account owner are unavailable and the issue is urgent, authorized Simployer personnel may override the request, and you'll always be notified by email if this happens.

Can I see support access requests for my account?

Yes. You can see any active or pending support access request for your own account on your Account page. Account owners have a broader view and can see all requests across the organization — pending, approved, denied, expired, and revoked — in the Support Panel under Settings.

Does the support agent see my password?

No. Support agents never see your password. The support access system grants temporary access to your account without requiring or revealing your login credentials.

What happens during onboarding?

During the initial onboarding period, support agents can access your account without individual consent requests to help with setup and configuration. Once onboarding is complete, the full consent flow is activated, and you'll be asked for approval before any access.