The Krak Stack team, founders included, cannot open your workspace by default. An administrator of your company decides when support may come in, and for how long.
Steps
- Open Settings > Your data.
- Click Authorise support, choose 1 hour, 24 hours or 72 hours, and add a reason or ticket number if you wish.
- All the administrators of your company receive an email confirming the authorisation, and a banner reminds every user that support may open the workspace.
- Each time support opens your workspace, your administrators receive an email saying who, when, why, and as which user if support acts as one of your users. The opening is also listed on the Your data page.
- When the problem is solved, click Withdraw the authorisation. Support loses access at once, including a session in progress. Without this, access ends on its own at the end of the chosen duration.
Good to know
- Closed by default: without an active authorisation, every attempt by the team is refused and recorded in your history.
- Administrators only: only a user with the administrator role in your company can authorise or withdraw. The team cannot authorise itself, even while signed in as one of your users.
- Full access while authorised: during the authorisation, support can see and change what one of your administrators can, so it can reproduce and fix the problem.
- Outside an authorisation, the team only sees what it needs to run your subscription: company and billing details, plan and payments, number of containers, your users (name, email, role, last sign-in) and the support requests you send. Never your containers, deals, invoices, contacts or documents.
- Export: an administrator can download all the company data from the same page, without asking the team.
Frequently asked questions
Can the Krak Stack team see my data without asking me?
No. The application refuses to open your workspace to the team until an administrator of your company has authorised it, and only for the time chosen.
How do I know support opened my workspace?
Your administrators receive an email at each opening, and the Your data page lists every authorisation, every opening and every refused attempt.
Can I stop support access before the end?
Yes. Withdraw the authorisation cuts access immediately, including a session already open.
Does support need access to answer a ticket?
Not always. Many questions are answered without opening your workspace. Support asks for an authorisation only when it needs to see your data to solve the problem.
Do other Krak Stack customers have any access to my workspace?
No. Krak Stack is run by EEvolve Me SA. Every customer company, whatever its link with the team, has its own workspace and no access to other companies' workspaces.