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. Every access is recorded, so you always have a complete record of when your data was viewed.
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 your data. To get help that requires looking at your environment, you 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 gives you a complete, timestamped record of every time TridentStack Control support staff viewed your environment. Find it under Settings > Privacy.
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 came from your standing Support Access setting or 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 authoritative record. Pair it with the System Audit log for a full picture of activity in your environment.