Knowi Support Access lets you decide when Knowi support can sign in to your account to help with an issue. While no access is granted, Knowi support cannot sign in to your account. Each support sign-in is recorded, and you can review the full history at any time.
Availability
- Knowi Support Access is turned on automatically for HIPAA compliance customers.
- If you would like it turned on for your account, contact your Knowi account manager.
- The Knowi Support Access setting appears under Customer Settings only once it is turned on for your account.
- It applies to Knowi cloud accounts. On-premise installations are operated by your own team, so there is no Knowi support sign-in to control.
Granting Access
- Navigate to User Settings and scroll to the Customer Settings section of the Account Settings tab.
- Next to Knowi Support Access, choose how long access should last. The available durations are 1 hour, 4 hours, 24 hours (default), and 72 hours.
- Click Grant access and confirm.
Knowi emails you and Knowi support a confirmation that includes when access was authorized and when it expires. Access ends automatically when the selected time is up.
While access is granted, the setting shows who granted it and when it expires. The duration list and Grant access button are replaced by a Revoke button, so you can end access at any time (see Revoking Access below).
What Happens When Support Signs In
Every time Knowi support signs in to your account, the engineer must state the issue they are investigating. Each sign-in is then:
- Recorded in the Access Log with the engineer, the user signed in to, the time, the issue, and who was notified.
- Emailed to the admin who granted the access, with the issue, who approved it, and when access expires.
Revoking Access
- Navigate to User Settings and scroll to the Customer Settings section of the Account Settings tab.
- Next to Knowi Support Access, which shows who granted access and when it expires, click Revoke.
Access ends right away for new sign-ins. Revoking also ends any support session that is already in progress, typically within a minute. The Revoke button is shown only while access is active, and it also ends emergency access. After revoking, the duration list and Grant access button return so you can grant access again later.
Access Log
Click Access log next to Knowi Support Access to see the history of support access for your account. The log is visible to all admins and lists, newest first:
| Entry | Description |
|---|---|
| Support sign-in | The Knowi support engineer, the user they signed in as, the issue being investigated, and who was notified. |
| Access granted | Who granted access and when it expires. |
| Emergency access | Who opened emergency access, until when, and the stated reason. |
| Access revoked | When access was revoked. |
Emergency Access
If there is an emergency that cannot wait for your team to grant access, such as an outage affecting your users or a security incident, a Knowi admin can sign in without a grant from you. Emergency access:
- Requires the Knowi admin to enter the reason for the emergency.
- Lasts one hour.
- Immediately emails the reason to one of your account admins, chosen by the Knowi admin.
- Appears in the Access Log, and can be revoked by you at any time.
Note: Only users with the Knowi Support Access permission (included for admins by default) can grant or revoke access. Support access cannot be changed while logged in as another user, so Knowi support cannot grant itself access.