Support Access — SanadiqCloud

Product version: 1.0.0+1 Last updated: 2026-10-14 Audience: Organization owners, organization members, and SanadiqCloud platform staff

A. What it is

Support access is how SanadiqCloud staff get into your organization's workspace. To look at your data, a staff member asks from a support case, and the organization owner approves. Access is temporary, tied to that case, and every action is recorded in your audit log under the staff member's own name.

• Requested from a support case. Only SanadiqCloud platform administrators can request it.
• Approved by the owner only. Administrators, custom roles and SanadiqCloud staff cannot approve. The approval permission (support:access:approve) cannot be added to a custom role.
• Time-limited. 60 minutes by default, 4 hours at most. A request that nobody decides within 24 hours expires.
• Without approval, staff can still read and reply in the case conversation and its attachments, and nothing else in your workspace.

B. Access levels

Never allowed at any level: deleting or restoring records; finance changes (accounts, journals, period close, cash transfers, expenses, e-invoicing submission or credentials); marking invoices paid or void; members, invitations and roles; billing and subscription; changing organization settings; data export; approving support access; deleting the organization.

C. For organization owners

1. When staff request access you receive a notification. Open the support case.
2. The case shows a Support access request panel with the access level, the duration and the staff member's reason.
3. Choose Approve or Reject (you can add a note when rejecting).
4. While access is active, your workspace shows a Support access active · Case … · until … banner, and the case panel shows the end time.
5. Choose Revoke at any time. Staff leave your workspace immediately.

Access also ends on its own when:

• the time is up;
• the case is resolved or closed;
• the organization is deactivated or deleted;
• the staff member signs out, ends the access, or their account is removed.

The banner is shown to the owner. Other members do not see it.

D. For SanadiqCloud staff

1. Open the case from the platform support queue. In the Organization access panel choose the Access level, the Duration and a Reason (the organization sees it), then Request access. The status shows Waiting for approval; Cancel request withdraws it.
2. When the owner approves you receive a notification, and the Admin Dashboard shows an Access approved · organization row under Support access until the access ends. Selecting it opens the case at its Organization access panel.
3. Approval never takes you into the organization by itself. Choose Enter workspace on the case panel when you are ready. Data may take a few seconds to load right after approval.
4. A SUPPORT ACCESS banner shows the case and the time left. Exit on the banner, or End access on the case panel, ends the access; you need a new request to come back.
5. When access ends for any reason (revoked, expired, case closed), the app returns you to the Admin Console and tells you why.
6. The tenant switcher lists your Approved support access so you can enter from there too.
7. Reloading the browser keeps you in an organization only if you had entered it and the access is still active. Otherwise you land on the Admin Dashboard.

Rules:

• One open request or grant per organization at a time.
• Requests are refused for resolved or closed cases and for inactive organizations.
• Platform employees cannot request access; ask a platform administrator.
• The organization detail page shows View support cases, and the tenant switcher lists only organizations you have approved access to.

Related: Support overview | Support cases | Built-in roles | Data export

Need help? Contact support@sanadiqcloud.com