How Simployer Support Accesses Your Account

When you contact Simployer Support for help, our agents may need to access your account to troubleshoot an issue or assist with configuration. Support agents never access your account without your knowledge and consent.

Why We Ask for Your Permission

Under GDPR, you control who accesses your data. Simployer uses a consent-based access system:

• A support agent cannot access your account without an approved request
• You decide whether to grant or deny access
• Access is always temporary. It expires automatically after the agreed duration
• You can revoke access at any time, even before the duration ends
• All access requests are logged for audit purposes

Who Can Approve or Deny Requests

• The user themselves — every user can approve or deny requests for their own account from their Account page
• Account owners — owners can approve or deny requests on behalf of any user in the organization via the Support Panel (Settings → Support Panel)

How It Works: Step by Step

1. A Support Agent Sends a Request

When a support agent needs to access your account, they submit a request that includes:

• The reason they need access (e.g., troubleshooting a specific issue)
• The duration of access they need (e.g., 4 hours, 24 hours, up to 14 days)

2. You Receive a Notification

You will receive an email notification informing you that a support agent has requested access to your account. The email includes the reason and requested duration.

3. You Review and Respond

On your Account page in Simployer, you will see the pending request. You can:

4. Access Begins (If Approved)

Once you approve, the support agent can access your account to assist you. During a support session, the agent has the same level of access as you; they can see your data and perform actions on your behalf to resolve the issue you reported.

5. Access Ends

Access ends in one of these ways:

• Duration expires: access ends automatically when the approved time runs out
• You revoke it: you can end access early at any time from your Account page

What Can a Support Agent Do?

When a support agent accesses your account, they have the same level of access as you. This allows them to:

• Investigate issues you've reported
• Check your settings and configuration
• Help troubleshoot problems
• Make changes on your behalf to resolve the issue (e.g., correcting a setting, updating a configuration)

What Happens If You Don't Respond?

If no one responds to a support access request within 48 hours, the request expires automatically. The support agent will not gain access.

Override Approval for Urgent Cases

In some situations, a support case may be time-sensitive and the people who can approve the request (the user and the account owner) are unavailable, for example on sick leave or vacation. If the issue requires immediate attention and no one is available to respond, a limited number of authorized Simployer personnel may approve the request on your behalf so the issue can be resolved without delay.

This override process has strict safeguards:

• Only a small group of authorized personnel can perform an override. Regular support agents cannot.
• A written justification is required for every override.
• The override is fully audited and recorded.
• The account owner receives an email notification informing them that access was granted via override, including the reason.

Managing Requests for Your Organization

If you are an account owner, you have additional controls through the Support Panel (found under Settings → Support Panel):

• View all requests — see pending, approved, denied, expired, and revoked requests for everyone in your organization.
• Approve or deny requests on behalf of any user in your organization.
• Revoke access for any active support session.
• Review history — see a complete log of all past support access requests.

During Onboarding

When your organization is in the onboarding phase (the first period after you start using Simployer), support agents can access accounts without individual consent requests. This allows our team to efficiently assist with setup, configuration, and training.

Once onboarding is complete, the full consent-based access flow described above takes effect. Your organization administrator will be notified when the onboarding phase ends.

Frequently Asked Questions