In order to support you more effectively, we’ve rolled out a feature allowing you to provide us with access to your tenant for troubleshooting purposes. By clicking the question mark in the upper right and scrolling to the bottom, you’ll be given the option to provide the Drata team visibility or edit access into your account. Simply identify the date and time you’d like to allow the specified access to your Drata tenant.
Prerequisite
You must be an admin in your Drata account to provide the Drata team this access.
How to Grant Remote Access
In the Drata application, select the question mark (?) icon in the upper-right corner.
Scroll to the Grant Drata Support Remote Access section.
Choose one of the available access levels:
View Only:
This access will allow trained Drata team members to view your tenant to support in troubleshooting any questions or issues you may have.
Allowed to Make Changes:
This permission level allows authorized and specially trained Drata team members to both view and perform limited actions within your tenant strictly for troubleshooting purposes. This may include reproducing errors, validating configurations, or addressing issues you have reported.
Only a small group of Drata team members are authorized to use this permission. As a result, response times may be up to 24–48 hours (excluding weekends and holidays).
This access can only be utilized to support troubleshooting of issues in your tenant or attempts to replicate challenges you are experiencing. For example, if you are receiving an error when you load a document into the Evidence Library, the Drata team can use this access to attempt to replicate the same error.
Drata team members are not permitted to use this access to complete routine tasks you can perform independently. Drata does not currently offer professional services to perform these types of administrative actions on your behalf.
Specify the date and time until which you would like the selected access to remain active.
Select Submit
Once resolved, confirm that the remote access setting is returned to No Access or that the expiration time is set appropriately.