Support

If something is wrong or unclear, write to us. A person reads every message.

Contact support#

Email support@odden.io. The same address handles questions about billing, refunds, your data and the terms.

What to include#

A few details help us answer on the first reply:

Do not send passwords or card numbers. We never need them.

For a refund, write from the address you paid with. See Billing and the refund policy.

Support sessions#

Sometimes the quickest way to help is to see what you see. A support session lets a member of Odden's support team open your workspace as one of its members.

• You let us in. Support needs a one-time code that an owner or admin gives us. Without it we cannot open your workspace, except in an emergency (see below).
• Read-only by default. In a session, support can look but not change anything.
• Changes only if you allow it. You choose the level when you issue the code. Even with changes allowed, support never changes your members, email settings, domains or workspace settings.
• It expires. A session lasts 30 or 60 minutes, as you choose when you issue the code, and never more. It can also be ended earlier.
• It is recorded. Every session is logged with who started it, which member it was opened as, why, for how long, and whether it could make changes.
• You are told. When a session starts, the workspace owners get an email.

Only Odden support staff can start a session, and they must give a reason.

Support also cannot export your workspace or delete it from a session. Those stay with you. See Your data.

Let support in with a one-time code#

Owners and admins open Workspace, then Support access, then Allow support.

1. Pick a level:
   • Standard: look only. The Sensitive area (date of birth, and government, tax or bank identifiers) is hidden.
   • Standard plus changes: support can also change records, as a Manager could. The Sensitive area is hidden.
   • Full: the Sensitive area is visible too. Only an owner can pick Full. An Also allow changes option lets you add changes to it.
2. Pick how long the session may last: 30 or 60 minutes.
3. Copy the code and give it to Odden support. It is shown once, on that page only, as eight characters such as XXXX-XXXX.

The code works once, for exactly the level and time you picked. It expires unused after 30 minutes. Issuing a new code replaces the old one, and you can use Withdraw code at any time. The owners are emailed when a code is issued, replaced, withdrawn or expires.

In an emergency#

If something is badly broken and there is no time for a code, an Odden administrator can open a workspace without one. This is recorded as an emergency ("break-glass") session, the owners get an email that says so, and it follows the Emergency limits you set: read-only unless you have allowed changes, and never longer than 60 minutes.

See and manage support access#

Owners and admins can open Workspace, then Support access to see every session: when it started, who from Odden support, who it viewed as, the level, whether it was opened with a code or in an emergency, the reason, and whether it is still running.

• End now ends a running session. Support is signed out on its next click.
• Emergency limits has the settings Let support make changes and Let support see the Sensitive area. Both are off by default and only apply to emergency sessions. When you issue a code, the level you pick decides what support can do.

Terms and policies#

• Terms of service
• Privacy policy
• Refund policy
• Sub-processors

Documentation#

• Getting started
• Workspaces and people
• Billing
• Email
• Pages and domains
• Your data

For the features themselves, see the docs for Sales, Marketing and Service.