Support

Introduction

Support staff fundamentally do not have access to a customer’s or prospect’s subscription. However, for specific support requests through Docusnap Support, access to the subscription may be required in exceptional cases. This access can only be granted with explicit permission from the customer or prospect. To further increase security, a functionality has been implemented that allows this access to be time-limited. This measure ensures that access to the subscription is strictly controlled and limited to the necessary period to maximize data protection and data security.

In the user management on my.docusnap.com, the support user authorized by the customer becomes visible. The Docusnap Support user is identifiable through plus addressing and follows the format support+[SubscriptionIdWithoutSpaces]@docusnap.com.

Process

• Request by Docusnap Support: A formal request is made to the customer or prospect to determine whether access to the environment for support purposes is possible and permitted.
• Granting of Access: The customer or prospect grants permission for access, also specifying the duration of the access rights.
• Creation of a User Account: After granting access permission, a separate user account is created for Docusnap Support, limited to the approved period.
• Revocation of Access: Access rights can be revoked manually by the customer or prospect, or they automatically expire after the approved days. In both cases, the Docusnap Support user account is completely removed.
• Logging of Access Grants: All access grants, their duration, and revocation are thoroughly logged to ensure transparency, traceability, and compliance with security standards.

Granting and Revoking Access

Access to the Docusnap365 environment can be granted via docusnap365.com or my.docusnap.com.

docusnap365.com

Access is granted in the configuration area of Docusnap365. Click on the gear icon in the top bar to enter the configuration settings. Then select the “Support” menu item under “Miscellaneous.” Clicking the “Grant Access” button opens a dialog box to set the validity period of the access. This process is completed by clicking “Grant Access.” A list entry then appears showing the validity period (from-to) and the current status (active/inactive) of the access rights.

The revocation of access rights is done via the “Revoke Access” button. This button is only visible when active access rights exist.

my.docusnap.com

Access can alternatively be granted in my.docusnap.com. Select the relevant contract for access. In the detail view, there is a tile for “Support Grant Access.” Clicking on it opens a dialog box to set the validity period of the access. The process is completed by pressing “Grant Access.”

The revocation of access rights is done via the “Support Revoke Access” tile. This tile is only visible when active access rights exist.