Support Access reference

This article applies to CrashPlan Professional, Enterprise, and MSPs.png

Overview

In the process of providing help, CrashPlan support personnel may need to access your CrashPlan environment to perform investigation and adjust settings as needed. Use the Support Access setting to give CrashPlan support personnel permission to access your environment to assist in troubleshooting.

To get help from our technical support engineers, see Contact support: create a ticket, chat, or call.

Considerations

  • CrashPlan support personnel may create temporary administrator user accounts in your CrashPlan environment to assist with troubleshooting. CrashPlan personnel are required to deactivate these temporary users from your CrashPlan environment upon completion of troubleshooting work. These deactivated users are removed after 60 days.
  • All activity of CrashPlan support personnel in your CrashPlan environment is tracked in the Audit Log. To see the activity, in the filter, under User type, select CrashPlan Support User.

CrashPlan Support Access

To update the Support Access setting, you need the Customer Cloud Admin role.

  1. Sign in to the CrashPlan console.
  2. Select Administration > Environment > Support Access.

CrashPlan support access.png

Item Description
Support User Access

Select to allow or deny CrashPlan support users access to your CrashPlan environment to assist in troubleshooting. 

  • Enabled
    CrashPlan support users can be created in your CrashPlan environment for the purpose of assisting with troubleshooting. 
  • Disabled
    CrashPlan support users cannot be created in your CrashPlan environment. Any existing support users are deactivated and can no longer access your CrashPlan environment.

Email notification when support access is changed

When support access is enabled or disabled, all Customer Cloud Admin users receive an email with details of the change. If you are the administrator who made the change, you can ignore the email notification. If the change was made by another administrator, review the information carefully to ensure that the change is authorized.

The email includes:

  • Whether support access was enabled or disabled
  • The date and time of the change
  • The CrashPlan username of the person who made the change
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