Users, roles and plans
Can support see my data?
Only while “Allow support access” is switched on in your settings; it is on by default. Support can then read and run diagnostics with a time-limited, justified grant, but cannot change data. If you switch it off, any running access ends immediately and no new one is possible.
Who at Metrunio has access to my account?
- Whether support may access your account is set under “Settings”, in the “Security” group, with “Allow support access”. The Admin role can change it. It is on by default; you then do not approve each access separately.
- If it is off, neither support nor Metrunio’s platform administration can look into your account, not even to resolve a request from you. Switching it off ends any running access immediately, together with the session in which someone is looking in.
- Every access is time-limited, to eight hours at most, and carries a stated reason.
- It appears in your tenant’s change log with its reason as soon as it starts. If it ends before its time limit, that is recorded there too, as is every change to the setting.
- Support can read and run diagnostics but cannot change data. This also applies to Metrunio’s platform administration.
- Whoever looks in from support works in a separate session that the portal marks as “Support mode”. When the time limit runs out, that session ends too; it does not extend itself.
- Identifiers from privacy requests stay hidden even from the platform administration.
- The same rule is set out in the data processing agreement (section 5) and in the technical and organisational measures under “Documents”.
Note
When in doubt, check the change log. There is no support access without an entry there: no grant, no access, and every grant is recorded when it starts.
Last reviewed on 12 Oct 2026
In the customer portal
Also asked
- Support access
- Does Metrunio see my data?
- Impersonation
- Switch off support access
- Do I have to approve every support access?
- Can I stop support from accessing my account?
Related articles
- Which roles exist and what may they do?
Who is allowed to do what in the portal?
There are three roles inside a tenant (Admin, Analysis and Read only) plus two platform-side roles. Every API route checks the permission server-side; hiding things in the interface is only the display of that.
- Who changed what?
How do I check who changed a setting?
The change log records changes with person, time and action, plus the security of user accounts, for example who switched off two-step verification or suspended someone’s access. It is visible to the Admin role; each entry is kept for 180 days.
- What security properties does Metrunio have?
How is separation between customers enforced?
Tenant separation is enforced in the database as well (row-level security), not only in application code. Tracking elements are signed, there is no open redirect, and signed requests are protected against replay.