At times, the only way to troubleshoot problems on the customer's platform is to let Google Support create a
user to access your instance. This feature is only relevant for the SOAR functionality of the
Google Security Operations platform.
To enable Google Support to access your instance:
Go to Settings > Advanced > Support Access.
Click the Allow Access toggle to ON.
Select the required SOC Role, Permission Group and Environments.
These settings determine what the Google Support user can access. Make sure that the
permission group you choose has the correct Edit and View settings for the modules
they need to access.
Select the time period. This should match the time period you defined in your
local Settings. The time period specifies the amount of time the Google Support user has
access to your system. If you specify a longer time period and the Google Support
user has finished the job, you can set the Allow Access toggle to OFF, which will
delete the user. The maximum setting is one month, but you can edit it to add more time.
Click Save. The details are saved and used to create users for Google Support.
Once the user is created, they appear on the screen.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-03-25 UTC."],[[["Google Support can be granted temporary access to the SOAR functionality of your Google SecOps platform for troubleshooting purposes."],["Access is granted via the **Settings \\\u003e Advanced \\\u003e Support Access** menu by toggling \"Allow Access\" to on."],["You must define the SOC Role, Permission Group, and Environments that Google Support can access to control what they can interact with."],["The duration of Google Support's access is configurable, with a maximum of one month, but can be revoked manually at any time."],["After selecting your needed settings and saving, a user will be created for Google Support and will appear on the screen."]]],[]]
