Agoo support access

Sometimes the quickest way for us to help is to look at what you're seeing. Agoo support access lets our staff do that without your password, for a limited time, and always in the open: you're told the moment it starts, every step is in your audit trail, and you can end it whenever you like.

Support access: read-onlyCopy Anchor Link

When you ask us for help, a member of Agoo's support team may open your organisation read-only, with a reason and for a set time (up to 24 hours).

• They see what an Auditor sees: sites, people, visits, bookings, attendance, roll calls, forms, delivery logs and your audit trail.
• They never see photos, ID documents or signatures, or your watchlist.
• They change nothing. Read-only means read-only, enforced by Agoo itself, not by good manners.

You're told at once. Every Owner gets an email with who opened it, why and when it ends. While it's open, Owners and Admins see a banner at the top of the Console with End access.

Everything they look at is recorded. Your audit trail shows when support opened your organisation and each part of the Console they looked at, under Agoo support with the staff member's name.

When support needs to change somethingCopy Anchor Link

If fixing your problem means changing something, support asks first. Every Owner gets an email and a request in the Console, saying what needs changing. An Owner approves or declines with one tap.

• If you approve, support can make changes for up to 8 hours, or until their access ends if that's sooner. Every change is in your audit trail, marked as Agoo support.
• If you decline, their access stays read-only.

Only an Owner can approve. Admins can see the request and end the access.

What Agoo staff can never doCopy Anchor Link

Whatever access they have, Agoo staff can never:

• export your data or download a full export;
• change your plan, billing or payment details;
• erase a visitor's records, or change your retention and privacy settings;
• create API keys or webhooks;
• invite anyone, or change anyone's role. Handing someone control of your organisation is never part of support: that's an Owner handover, with evidence and 72 hours' notice.

Emergency accessCopy Anchor Link

Some problems can't wait for an Owner, for example when nobody who runs your organisation can sign in, during a security incident, or in a safety emergency at one of your sites. For these, Agoo's platform owner can open emergency access, which can make changes at once, without approval.

Because it's powerful, emergency access has extra safeguards:

• Only Agoo's platform owner can open it, after entering a fresh two-step code.
• We check the request first through a phone number or email address we already hold for your organisation, never one a caller gives us. Urgency is never proof.
• It's short: 30 minutes to 4 hours.
• Everyone is told at once: every Owner and every Admin gets an email with the reason and how we checked the request, and the rest of Agoo's platform team is told too.
• You can end it at any time from the banner or from Settings → Security.
• We report back. Within 72 hours we email every Owner and Admin a written report of what was done and why. It's kept with the access in Settings → Security.

The same limits apply: no exports, billing, erasure, files, keys or role changes. In an emergency, support can also suspend or remove a member's sign-in, for example an account being misused. Adding people or giving anyone more access still never happens through support.

See and end Agoo's accessCopy Anchor Link

Owners and Admins can see every access from the last 180 days in Settings → Security → Agoo support access: who opened it, why, when, what it allowed, who ended it and, for emergency access, our report.

• End access ends it immediately. Our staff's very next click in your organisation shows nothing.
• Approve changes or Decline (Owners) answer a request to make changes.

Every one of these steps is also in your audit trail, under Agoo support.