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 2025-08-29 UTC."],[[["\u003cp\u003eGoogle Support can be granted temporary access to the SOAR functionality of your Google SecOps platform for troubleshooting purposes.\u003c/p\u003e\n"],["\u003cp\u003eAccess is granted via the \u003cstrong\u003eSettings > Advanced > Support Access\u003c/strong\u003e menu by toggling "Allow Access" to on.\u003c/p\u003e\n"],["\u003cp\u003eYou must define the SOC Role, Permission Group, and Environments that Google Support can access to control what they can interact with.\u003c/p\u003e\n"],["\u003cp\u003eThe duration of Google Support's access is configurable, with a maximum of one month, but can be revoked manually at any time.\u003c/p\u003e\n"],["\u003cp\u003eAfter selecting your needed settings and saving, a user will be created for Google Support and will appear on the screen.\u003c/p\u003e\n"]]],[],null,["# Let Google Support access the SOAR side of your platform\n========================================================\n\nSupported in: \nGoogle secops [SOAR](/chronicle/docs/secops/google-secops-soar-toc) \nAt times, the only way to troubleshoot problems on the customer's platform is to let Google Support create a\nuser to access your instance. This feature is only relevant for the SOAR functionality of the\nGoogle Security Operations platform.\n\nTo enable Google Support to access your instance:\n\n1. Go to **Settings \\\u003e Advanced \\\u003e Support Access**.\n2. Click the **Allow Access** toggle to ON.\n3. 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.\n4. 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.\n5. Click **Save**. The details are saved and used to create users for Google Support. Once the user is created, they appear on the screen.\n[](/static/chronicle/images/soar/allowaccess.png)\n\n**Need more help?** [Get answers from Community members and Google SecOps professionals.](https://security.googlecloudcommunity.com/google-security-operations-2)"]]
