We take the protection of your data very seriously. Access to customer data is based on the principle of least privelege and is restricted only to a few key people that require it to assist in supporting customers - on the Customer Success Team and the Engineering Team.
When you report an issue, we first attempt to troubleshoot it by reproducing in our own demo account sand looking at error logs. If we are unable to identify the issue, we'll then request access to your account- your explicit confirmation is required as we'll have access to all data listed in your Runn Account (except any credit card data)
Who will access my data?
The Customer Success representative who asked your permission and the engineer who is handling the tech support ticket. They will use the Mask option to hide PII whenever possible.
They will not take any actions in your account unless they have specifically gotten your permission to do this (for example, a Customer Success Manager may create a report if your report is broken). Their name and Runn Support will appear in the Activity Log.
How long will they access my account?
They will access your data only as long as they need to resolve the ticket. They may log in more than once and they may escalate to a senior Engineering resource who may also log in. All log ins to our Product environment are logged and must include evidence of explicit permission. You can revoke access any time by letting us know either via the chat option or via email at success@runn.io.
What if they need more information from me?
Both Customer Success or Engineers may directly email or respond to a ticket to gather more information.