To help us provide support effectively, we may occasionally ask you to create (or reactivate) a support user account and add it to the relevant areas of your platform.
This ensures we can carry out tasks such as imports, customisations, or other updates in a secure way, using our test environments, without accessing individual user accounts.
Adding a New Support User
When we request access, please create a support user on your platform:
- Follow the steps in our guide to adding a new user.
- Name the account ISMS Support or ISMS.online Support.
- Use the email address format:
support+organisationname@isms.online
Replace organisationname with your company name or domain. For example, if your organisation is google.com, the email would be:
Grant Administer access to any work areas we’ll need to work in. This can be managed via the Teams page. See our guide to managing Teams for help.
Once we’ve completed the work, we’ll deactivate the support user for you to maintain security and minimise access.
Reactivating a Support User
If we’ve previously created a support user and deactivated it, you don’t need to create a new account. Simply reactivate the existing one:
- Follow our reactivation guide to re-enable the user.
- Re-add the account to the relevant work areas using the Teams page, as access is removed during deactivation.
Accessing Customer Data
On rare occasions, we may need to access a specific user account to investigate a bug or similar issue. In these cases, we’ll always seek written authorisation from an Organisation Admin before cloning a user account for testing purposes.
Related Links
Deactivating / Reactivating a user
Please contact support@isms.online, or our live chat, if you have any questions.