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Privacera Support

PrivaceraCloud Support is available for registered customers in a number of ways, via email, phone, and permitted remote access.

Permitted Remote Access#

This feature is enables Privacera Support to provide support by accessing your account as an authorized user. The remote support will have the same role as the authorizing user.

Unless otherwise requested, Privacera Support will not view or access information in individual accounts and does not have rights or access to log on to PrivaceraCloud account. This restriction is to maintain and respect privacy and data security.

In some cases, however, its useful to allow access by Privacera Support in order to assist with configuration changes or to access and assist with policy definitions. For those purposes, PrivaceraCloud account administrators may request and enable time-limited remote acceess by authorized Privacera Support. This access is accomplished in a three step process. Authorization is token based and the token is time-limited to a 24 hours, and can be revoked by the authorizing user at any point prior to the 24 hour time period.

The access functions as an impersonation, so that the PrivaceraCloud Support login sees exactly what the authorizing user sees.

Setting this up is a multi-step process. To initiate this support, start by getting in contact with Privacera Support. You will be providing them with a time-limited token, so its best to coordinate that with them in advance. Steps:

  1. Open the username menu (upper right navigation bar).

  2. Under "Need Help?", click on "Contact Privacera Support".

  3. That will open the Contact Privacera Support dialog, with a large GENERATE TOKEN FOR PRIVACERA SUPPORT button. Click this button to do just that.

  4. The dialog will update and display a six digit support token. Provide this value to Privacera Support by secure methods (phone, or text).

  5. The username menu will update to reflect that a support token is active, along with two new options: "Terminate" and Show Token List. (Show Token List will be add to this menu after the first use of Contact Privacera Support).

  6. You may use Terminate at any point while the support token is active, to revoke its use.

  7. You may also open Show Token List at any point. It will display a list of active and inactve tokens. You may also revoke any active tokens from this list.

Last update: August 16, 2021