In some cases, OwnBackup Customer Support will request login access to a Customer’s Salesforce account to investigate an issue. Some organizations do not allow login access as a matter of policy, and some use a Salesforce profile that does not allow login access to be granted to OwnBackup.
When a Customer requests OwnBackup Technical Support Engineers to assist via the ‘Grant Login Access’ feature, OwnBackup will process the request with case-by-case verification before complying. If the issue requires further escalation, OwnBackup may then request permission according to this Policy. Any login to the Customer’s Salesforce instance under this Policy will be by specifically authorized OwnBackup personnel in line with OwnBackup's security, privacy, and confidentiality policies and procedures for the sole purpose of handling the customer’s support case.
OwnBackup Customer support staff may need to log in to a customer’s Salesforce org for a first-hand look at their environment as part of a support case. The Customer can grant login access to them for a specified duration. For security reasons, the maximum period OwnBackup allows access to be granted is limited to fourteen continuous days for any support case. When access is granted, OwnBackup can log in as the user and access their data to help them resolve the issue.
Depending on profile and work in Lightning Experience or Salesforce Classic, various methods can grant login access.
All Users (Lightning):
Once logged into Salesforce, click your picture (or the default picture) on the top right of your screen and click Settings.
Expand the section titled My Personal Information, and click Grant Account Login Access.
From there, locate the line item for OwnBackup Support, select two weeks (at most) as the Access Duration, and click Save.
Start by locating and clicking the Setup button on your page's top right. Depending on your organization, the Setup button will be beside your name or listed as a drop-down option when you click on your name.
Next, navigate to the Grant Login Access page based on your setup menu.
Non-Enhanced Setup Menu - Setup | My Personal Information | Grant Login Access.
Enhanced Setup Menu - Setup | My Settings | Personal | Grant Account Login Access.
Set the access expiration date for OwnBackup Support to 2 Weeks (at most).
Navigate to the Grant Login Access page based on your setup menu.
Set the access expiration date for OwnBackup Support to 2 Weeks.
Please note the following conditions:
Users will require a license to at least one OwnBackup application for OwnBackup to appear in the Grant Account Login Access menu.
If a user cannot grant login access, check the Login Access Policies in Salesforce Setup to see how they are configured.
If gathering debug logs (see below) is required, Salesforce Support may be able to enable debugging for OwnBackup's managed packages directly in your Org. For more information, please see the following knowledge article and contact OwnBackup Customer Support for additional guidance.
OwnBackup Government Cloud customers are excluded from this policy.
In certain instances, OwnBackup may need to collect a debug log to help identify the root cause of an issue. To capture specific information regarding our managed package(s), this debug log must be collected via login access from our side. Debug logs captured locally will automatically hide any specific operations/processes that occur when accessing a packaged component.
Sometimes you just want to talk to someone. Our customer support team is available by phone: