Snug is committed to protecting your privacy while providing fast, effective support. Our secure support access system lets our Customer Support (CS) team help you with troubleshooting, without ever compromising your privacy or control.
What is Secure Support Access?
- Temporary access only: Support staff can access your team’s data for a limited time (1–8 hours, default 8 hours).
- Agency control: Only your agency admin can enable or disable support access at any time in team settings.
- Read-only: Support staff can view, but never change, your data during troubleshooting.
- Automatic expiry: Access ends automatically—no need to remember to remove support staff.
- Full audit trail: Every access grant and removal is logged for transparency.
- Email notifications: You’ll be notified when access is granted or revoked.
- No permanent CS team members: Support staff can’t be added as ongoing team members for support. Instead, they use the Support Access feature.
When should I grant support access?
Enable support access when you need help from Snug Support to troubleshoot an issue that requires them to view your team’s data. For example, if you’re experiencing a technical problem or need help understanding a feature, enabling support access allows our team to assist you quickly and securely.
How does it work?
Enable support access:
- Your agency admin can toggle support access on or off in your team settings.
Support request:
- When you need help, a Snug Support team member is temporarily granted access.
Access period:
- The support team can view your data for the set time, but cannot make changes.
Automatic removal:
- Access is automatically revoked after the set period, and you’ll be notified.
Why is this better?
- Keeps your data private and secure.
- Gives you full control, support access is opt-in and time-limited.
- Prevents accidental changes during troubleshooting.
- Meets compliance and audit requirements.
Frequently Asked Questions
Q. Who can enable or disable support access?
A. Only your agency admin can turn support access on or off in your team settings.
Q. Will I know when the support staff have access?
A. Yes, you’ll receive an email notification whenever access is granted or revoked.
Q. Can the support staff make changes to my data?
A. No, support access is strictly read-only.
Need more help?
If you have questions or need assistance, please contact Snug Support.
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