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.