Support Access
On a server with a multi-tenant licence, whoever runs the server (the instance operator, often your managed security provider) cannot look inside your tenant unless you allow it. You allow it with Support access. This page is for tenant administrators: it explains the three levels, how to change them, and how to see what the operator did.
Who can set support access
You need the Administrator role in your own tenant, signed in on your tenant's own address.
The page exists only on a multi-tenant licence. It is not shown to the instance operator, and the operator cannot change it for you.
It cannot be changed for a deactivated tenant.
The levels
| Level | Description shown on the page | What it means in practice |
|---|---|---|
| No access (default) | "The operator sees that your tenant exists and nothing else. Requests into your data are refused." | The operator sees your tenant's name, domain and status on their Tenants page, but no counts and no data, and cannot enter your tenant. |
| Read only | "The operator can look at your alerts, logs and configuration to help you. They cannot change anything — every write is refused, whatever their own role says." | The operator can open your pages and settings. Every change is refused. In UTMStack v12.0.2 the alert list, Log Explorer, dashboard charts and the SOC-AI assistant also do not work in a read-only session (see Working Inside a Tenant). |
| Full access | "The operator can act inside your tenant as an administrator: change configuration, users and response flows." | The operator works with Administrator rights: they can change settings, users, integrations, rules and flows. Their changes are real. |
With Read only or Full access, the operator's Tenants page also shows your number of users, data sources, open alerts and AI requests used today.
Change the level
- 1
Open Support access
Go to Configure > Settings > Support access.
- 2
Choose a level
Click No access, Read only or Full access. The level in force is marked current. When you choose Full access, the page warns: "Full access lets the operator change things on your behalf. Grant it while you need hands-on help, and drop back afterwards."
- 3
Save
Click Save. You see "Support access updated", or "Support access revoked" when you choose No access.
The new level applies to the operator's very next request, even while they are working inside your tenant. Your change is recorded in your audit log as tenant.support_access.set.
Grant Full access only for the time you need hands-on help, for example during onboarding, and go back to Read only or No access afterwards.
See what the operator did
"Everything the operator does here is recorded in your audit log." Each change the operator makes inside your tenant appears in Configure > Settings > App Audit Logs with the operator's email address as the user. Use the User filter to list only their actions. See App Audit Logs.
What the instance operator cannot do, whatever you choose
Change your support access level.
Sign in on your tenant's address with their own account: their account exists only in their own tenant.
Messages
| Message | Meaning |
|---|---|
| "Only an administrator of this tenant can change this" | You are not an Administrator of this tenant. |
| "Could not read the current setting." | The page could not load the level. Click Retry. |
| "Could not save the change" | The change was not saved. Try again. |
For the instance operator
How to enter a tenant, what the banner shows, what works at each level and how to leave are described in Working Inside a Tenant.