When ApexAV staff look inside your workspace
Sometimes ApexAV needs to see your workspace the way you see it: to follow up a support question, or to walk through a screen with you. ApexAV staff do not have accounts in your workspace. Instead, they open a staff session.
What a staff session is
- Look only. Staff see your portal as your owner sees it. They cannot create, edit or delete anything. The system refuses every change, whatever screen they are on.
- Short. A session lasts at most 60 minutes. It cannot be extended. Staff who need more time open a new session, and that is recorded too.
- One workspace. A session opens exactly one workspace, yours, and nothing else.
- Few people. Only the ApexAV platform owner can open a staff session. Support staff below that level cannot.
- Always with a reason. Staff must type why they are opening your workspace before the session starts.
Where you see it
Every staff session leaves two rows in your audit log: one when it opens and one when it ends. Open Administration, then the Audit tab.
| Column | What it shows |
|---|---|
| User | Platform staff, with a Staff tag and the staff member's email |
| Action | Staff session opened (look only) or Staff session ended |
| Details | For the opening row, the reason the staff member gave |
If a session runs out at 60 minutes without the staff member leaving, it simply stops working. You will see the opening row and no ending row.
What staff cannot do in a session
- Change any project, visit, room, device, license or setting
- Invite, remove or change the role of anyone on your team
- Export your data or request deletion of your workspace
- Change billing or ownership
NOTE
Questions about a staff session in your audit log? Contact ApexAV support and quote the date and time from the row.