> For the complete documentation index, see [llms.txt](https://docs.peakcommerce.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.peakcommerce.com/product/settings/access-security/support-access.md).

# Support Access

**Settings → Support Access** is where you approve, decline, and review the time-boxed access PeakCommerce support engineers request into your organization. Support can never enter your account on its own — every session is requested, consented to by an admin on this screen, scoped, and expiring, and every action a support engineer takes is attributed to a distinct identity in your audit log.

## PeakCommerce support has requested access

When a support engineer opens a request, a **Awaiting your approval** card appears here showing:

* **Requested by** — the support engineer's name.
* **Ticket** — the support ticket the request is tied to, so you can match it to the conversation you're already having.
* **Access level** — either **Read only** (support can view your data to diagnose) or **Read & write** (support can also make changes on your behalf). Read & write is only requested when the fix genuinely requires it.
* **Access duration** — how long the grant stays active before it expires on its own.

Use **Approve** to grant the session or **Decline** to reject it. Approving records who approved it and when; declining records who declined it. Nothing happens until you act — an unactioned request simply expires.

## What support can and cannot do

Each request spells out its scope in plain language so you're not approving a blank cheque — for example *Correct billing and subscription data* and *Re-run and repair failed jobs* under a read-write grant, versus *View or rotate your API keys and secrets*, which stays out of scope. Read the capability list on the card before approving.

## Current session

While a grant is active, the **Current session** panel shows the live support session, its access level, and when it expires. **Appears in logs as** names the identity the session runs under — `PeakCommerce Support`, on a dedicated per-session address — so anything the engineer does is distinguishable from your own team's activity in the audit log and never blends in as a regular member.

## History

**History** lists prior support sessions with their **Outcome**, giving you a durable record of who was granted access, when, under what scope, and how it ended. If there have been none, it reads *No previous support sessions.*


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