Our support team works exceptionally hard to solve your queries and provide you with the best possible service.

However, sometimes it is necessary to log in to your servers to gain additional information and understand the problem. This is because some issues are more complex, requiring a deeper analysis of your server configuration, logs, and settings.

We understand that your servers are your valuable assets and you may have concerns about granting us access to them. That is why we have designed Agent Access to be a secure and transparent feature that gives you full control.

With Agent Access, you can both grant access to RunCloud support staff, and revoke access. You can also monitor the status of the access and the actions we take on your servers. We will always respect your privacy and security and follow both the GDPR guidelines and our own privacy policy.

Agent Access allows you to grant us temporary and limited access to your account and servers. You can enable or disable this feature at any time from your support ticket page.

To use Agent Access, please follow these steps:

  • On the next screen you will be able to see all of the details of your ticket. Click the ‘Allow Access‘ button in the top right corner of the ticket page to grant access to the RunCloud support team.
  • Read the disclaimer, and then confirm your choice by clicking ‘Allow Access‘ again.

Once you have enabled Agent Access we will be able to view your dashboard and servers as if we were logged in as you. We will only use this access for the purpose of resolving your issue or providing assistance. We will not make any changes to your settings or files without your permission.

You can revoke Agent Access at any time by clicking the ‘Revoke Access‘ button (found in the same location as where you enabled it). You can also see the status of Agent Access and the remaining time of the access on the ticket page.

We hope this feature will help us provide you with better support and faster resolution to your queries.