🧭 Overview
Granting support access ensures that the Sage team can:
Review and troubleshoot configuration settings
Investigate and reproduce reported issues
Help resolve problems faster
Note: Access is temporary, time-bound, and can only be approved by Admin users.
⚙️ Steps to Approve Support Access
1. Navigate to the Security Settings
In your SARA account, go to:
Settings and Utilities → Site Options → Security
2. Locate the Support User Access Section
Once a support or CSM representative submits an access request for your account, a new section will appear under the Security tab called Support User Access.
Support User Access list with pending requests:
3. Approve or Reject the Request
Find the pending request in the list.
Select the ✅ Approve button to grant access, or ❌ Reject to deny it.
Once approved, the support or CSM user will have temporary access.
Only Admin users can approve or reject access requests.
🔄 Typical Access Workflow
Customer reaches out to Support or their CSM for help.
Support/CSM submits a request for temporary access to the account.
Customer Admin User navigates to
Settings and Utilities → Site Options → Security
and approves the request.Once approved, the Support or CSM representative can access the customer’s account to provide assistance.
✅ Tips & Best Practices
Always verify that the access request comes from a Sage email domain before approving.
Access automatically expires after the set duration — no manual revocation is needed.
You can reject any pending requests that are no longer needed.