Why This Policy Exists
Most support requests can be resolved without any direct access to your Organization. However, in some situations, seeing your configuration or environment directly is the most effective way to diagnose and resolve an issue. This policy ensures that any access is transparent, approved by you, and handled according to security best practices. Our goal is to help you efficiently while ensuring you remain in full control of your data.
Our Preferred Approach: Screen Sharing
In the majority of cases, Fulcrum Support does not need to log into your Organization.
For user-specific questions or workflow-related issues, we typically rely on secure screen-sharing sessions using tools such as Zoom, Google Meet, or Microsoft Teams. During a screen-sharing session, you remain fully in control.
Our support engineers will never ask for your password. If logging in is required, you will enter your credentials yourself while sharing your screen.
We only record sessions if you explicitly agree, and we document that consent in the support conversation. This approach allows us to understand what you are seeing while ensuring your credentials and access remain private.
Temporary Organization Access
In some cases, an issue may be tied to specific settings or configurations that we cannot effectively diagnose through screen sharing alone. When this happens, Fulcrum Support may request temporary access to your Organization.
We only grant temporary access with your written approval, typically through email or a support chat. Verbal approval alone is not sufficient. Once you document approval, you may choose how to provide access, either by creating a temporary account or by granting access to a dedicated Fulcrum support account.
You must limit any access provided strictly to troubleshooting the reported issue. Once we resolve the issue, you should remove the access immediately. Fulcrum does not retain ongoing access to customer Organizations.
What is Impersonation?
In very limited situations, we may require impersonation. Impersonation means a support engineer temporarily acts as a user to reproduce or diagnose an issue without using your personal credentials.
Security, Compliance, and Transparency
We log all support access activities and subject them to internal review. Fulcrum regularly audits which personnel are authorized to perform advanced access actions, such as impersonation, to ensure that we limit access to approved individuals only.
As a customer, you have the right to request access logs in accordance with our Terms of Service. You may also revoke access at any time.
Our Commitment to You
Fulcrum Support will never request your credentials, access your Organization without your knowledge, or maintain permanent access. Any access request is intentional, documented, temporary, and focused solely on resolving your issue. If you have questions about why we are requesting access, reach out to us directly at [email protected].