Manage Access Permissions for your Teams

Overview

Support Access Controls allow admins to manage when Gainsight team members (for example, customer success support or services) can access their organization's Staircase instance for troubleshooting or bug resolution. This feature addresses security and compliance needs of enterprise customers and regulated industries.

Key Benefits

• Control exactly when and for how long Gainsight teams have access.
• Improve auditability and compliance by replacing open-ended access with time-limited permissions.
• Reduce security risk through precise control of access scope and duration.

Note: Support access is active by default. To remove access, administrators must manually select the Revoke Access option.

Business Use Case

Enterprise customers, especially in regulated industries such as finance or healthcare, can use Support Access Controls to meet compliance and security requirements. Admins can grant temporary access to Staircase support teams as needed, ensuring external access is both controlled and auditable. This minimizes risk and supports regulatory standards without compromising support responsiveness.

Revoke Access

To revoke access: 

1. Navigate to Settings > Configurations > Support access (link).
2. Click Revoke access. The Revoke support access dialog box appears.
   
3. Click Revoke access to confirm.
   

Grant Access

To grant access:

1. Navigate to Settings > Configurations > Support access (link).
2. From the duration period dropdown menu, select the required duration:
   • One day
   • Three days
   • One week
   • Two weeks
   • One month
   • Two months
   • Three months
   • Six months
   • Until revoked (default setting)
     
3. Click Save.

Edit Access

To edit access:  

1. Navigate to Settings > Configurations > Support access (link).
2. Click Edit access duration.
   
3. Select a duration from the dropdown. 
   Note: To exit without changing the duration, click the Cancel icon (X).
   
4. Click Save.