> ## Documentation Index
> Fetch the complete documentation index at: https://docs.gumloop.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support access

> Let Gumloop staff read or edit your organization while they help you, and turn it off at any time.

**Support access** lets Gumloop staff open your organization while they help you. You choose the access level and how long it lasts. Open **Settings**, then select **Support access** under **Security** in the left sidebar, or go to [Support access](https://www.gumloop.com/settings/organization/support-access).

![Support access page: Let Gumloop staff read or edit this organization until a date you pick, or until you turn it off. Read shows No end date with an Edit button, and Edit shows Not allowed with an Allow button](https://mintcdn.com/agenthub/KH0uBk01jMVOIFNY/images/settings/support-access.png?fit=max\&auto=format\&n=KH0uBk01jMVOIFNY\&q=85\&s=8632c6463ff1feb25c4e4e4fc3e93827)

Only members with the **Admin** or **Security** role can see and change this page.

## Access levels

Staff always use their own Gumloop account. They're never signed in as one of your members.

| What staff can do | Read | Edit |
| - | - | - |
| Open your agents and skills and see how they're set up, such as an agent's instructions, model, connectors, and skills | Yes | Yes |
| Open organization settings pages, such as the audit log, SSO, model access, and usage limits, without changing them | Yes | Yes |
| Change an agent's instructions or model, or edit a skill | No | Yes |
| Change the settings of an existing trigger, such as its schedule | No | Yes |

For example, if an agent keeps picking the wrong tool, **Read** lets staff open it and check its instructions, model, and connectors to find the cause. **Edit** also lets them fix the instructions for you.

Neither level lets staff:

* Run or chat with your agents
* See secret values, or add or change connectors and credentials
* Delete anything, or change who can access an agent or file
* Create, turn on, turn off, or delete triggers
* Add or remove members, or change roles
* Change billing, SSO, or support access, or export data

## Allow or change access

Each row on the page shows **Not allowed**, the date access ends (**Until** a date), or **No end date**.

1. Open **Support access** and click **Allow** on the **Read** or **Edit** row. If access is already on, the button says **Edit**.
2. Pick how long it lasts: **7 days**, **30 days**, **1 year**, or **No end date**.
3. Click the confirm button, which shows the end date, for example **Until Oct 30, 2026**. Any Gumloop staff member can start a session until that date, or until you turn it off.

![Edit read access dialog: Any Gumloop staff member can start a session until this date, a 7 days duration picker, and Turn off and Until buttons](https://mintcdn.com/agenthub/KH0uBk01jMVOIFNY/images/settings/support-access-edit-read.png?fit=max\&auto=format\&n=KH0uBk01jMVOIFNY\&q=85\&s=1a234448bd765b33ac12bf7c8ea2d7dd)

To end access early, click **Edit** on the row and select **Turn off**.

## Requests from Gumloop staff

When staff need access you haven't allowed, they can send a request with a level, a length, and a reason. Admins get it by email and Slack, with **Grant** and **Open in Gumloop** buttons. The **Support access** page lists open requests as **Pending**, with the reason.

## Sessions

A staff member starts a session to use the access you allowed. A session stays open until they end it or your access ends. On a grant with no end date, a session ends after one year.

If no grant allows the level they need, a Gumloop staff admin can start emergency access and must give a reason. Emergency access is a 2-hour Edit session, and staff can't renew it.

Your organization's audit log records grants, requests, sessions, and emergency access, for example `support_access_granted`, `support_access_revoked`, `support_session_started`, `support_session_ended`, and `support_break_glass_started`. See [Audit logging](https://docs.gumloop.com/enterprise-features/audit_logging.md).