The Temporary Support Access feature grants us in Technical Support the ability to actually view your users' backups. This is off by default - we in Support are not able to see your data as a means of protecting your data privacy. When you select an expiration date this gives the Support team the ability to see your users' backups up through that date. We will only ask you to turn Temporary Support Access on when you have a technical issue with your account that we feel we can solve quicker by being allowed to view your data. We will never, ever be able to view your data without your express permission.
There is no need to enable Temporary Support Access unless you have an account issue you require Support's help with. In a situation where we believe Support Access would be helpful we will ask you to enable it which you may choose to allow or decline.
To enable Temporary Support Access:
- Log in to Backupify/Datto SaaS Protection as an administrator.
- Click the Settings button > Account settings and choose the Support tab from the left pane.
- Set an expiration date in the Temporary Support Access field. This is the date after which Datto support will again be unable to view your users' data.
To contact Support, please click here to submit a Support Request, or give us a call at (800) 518-7449 (USA) or +1 (475) 288-1818 (worldwide).