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Granting Support Access

When Gallium support needs to investigate an issue in your environment, you can grant them temporary access to the deployments in your account, and revoke it again at any time. You manage this yourself in the Gallium Console under Settings > Support Access, so access is only ever open while you choose to keep it open.

Enabling Support Access​

Enabling support access generates a Support PIN that lets the Gallium team reach the deployments in your account while we help you troubleshoot. You stay in control: access only becomes available after you turn it on, and you can switch it off whenever you like.

To enable support access:

  1. In the Gallium Console, open Settings > Support Access. The page is titled Manage Support Access.
  2. Turn on the Enable Support Access toggle.
  3. Click Update. You'll see an Updated confirmation once the change is saved.

The page explains on screen that enabling this will temporarily allow Gallium support to access your organization and the resources within it for the purposes of troubleshooting, and that you may revoke access at any time.

The Support PIN​

Once support access is enabled, the page shows a Support Pin along with an Expires date and time. The PIN is what actually grants access. You provide it to Gallium support so we can begin. Without the PIN, the support team has no access to your account at all.

With the PIN, the support team can reach the Deployments in your account to read logs and perform diagnostics on your behalf. That is enough to investigate your issue, and nothing more. The PIN is only valid until the Expires time shown on the page.

Revoking Support Access​

Once your problem is resolved, disable support access to keep your data private. Turning it off invalidates the PIN, so the support team can no longer reach your deployments. To revoke support access:

  1. Return to Settings > Support Access in the Gallium Console.
  2. Turn the Enable Support Access toggle off.
  3. Click Update.
tip

Turn support access off again once your issue is resolved. You can re-enable it at any time if we need to take another look.