Security and access controls
TechSupport Team engineers work inside your systems with only the access each task needs. You create and own every account, approve production changes and can remove our access at any time.
Summary
This page describes the access rules TechSupport Team follows. Your agreement confirms them for your systems. Engineers use named accounts, not shared logins. L2 (second-level) work starts with read access. Write and deployment access are granted for agreed tasks only. Production changes follow your change process. Logs, source code and credentials never go through our website forms.
Access model
- Named accounts: each engineer receives an individual account in your systems. We do not use shared or generic logins.
- Least privilege: access matches the support role. L2 engineers start with read access to logs, monitoring and data. L3 (third-level) engineers receive source and deployment access only for the systems in scope.
- MFA (multi-factor authentication): we use it wherever your systems support it.
- Time-limited elevation: where your tools allow it, higher privileges are requested per task and expire afterward.
- Access register: we keep a list of every account we hold and check it with you during regular reviews.
- Your control: you can suspend or remove any of our accounts at any time.
Production changes
- Changes follow your change process and approval rules.
- Runbooks define the actions we may take without asking first, such as restarting a service. You approve the runbooks.
- Emergency changes follow the emergency procedure in your agreement, and the approval is recorded in the incident record.
- Every change has a rollback plan.
Access logging and records
Your systems can log what our accounts do. We also record each action in the incident or change record: what we did, when and why. This gives you a second record to check during audits.
Data handling
- We investigate inside your environment where possible, instead of copying data out.
- We do not copy production data to other systems unless you approve it in writing.
- Diagnostic data is shared through your systems or through a channel named in your agreement.
- Credentials and secrets stay in your secret manager. We do not paste them into tickets or chat.
- Logs, source code and credentials must never be sent through the forms on this website.
Offboarding
- When an engineer leaves your engagement, we ask you to remove that engineer's accounts at once.
- When the service ends, you remove all our accounts, and we confirm that the access register is closed.
- We return or delete your documents and data as the agreement requires.
Certifications and audits
TechSupport Team does not list security certifications or third-party audit reports on this site. If your contract requires specific certifications, controls or background checks, raise them before the assessment starts. The assessment requires read-only access to your monitoring and tickets.
Questions buyers ask
Can we restrict you to read-only access?
Yes. Read-only access is enough for diagnosis. Without write access, we prepare the fix or the action, and your team applies it.
Do you need VPN (virtual private network) access?
Only if your systems require it. We use the connection method that your security team approves, such as a VPN, a jump server or your cloud provider's access tools.
Where should we share logs for an investigation?
Keep them in your log platform and give us access there. If a file must be shared, use the channel named in your agreement. Never send logs through the website forms.
Contact us
Tell us which engineers you need, or ask a question. For a detailed request, use the engineer request form.
- We reply by email.
- We agree a call about the roles, your stack and the hours.
- If there is a fit, we propose engineers after an assessment.