How Modero support access works

Modero support staff cannot browse your agency’s data, or your clients’ data, by default. There is no standing ability to look. That is the baseline, and everything below is an exception to it that you can see and control.

Grants#

When Modero support needs to look at something to help you (a bug you reported, an onboarding assist), they operate under a grant. Every grant has three properties:

Time-boxed. It expires on its own. Nobody has to remember to revoke it, and forgetting to chase it down does not leave access open indefinitely.

Scope-bounded. It is limited to exactly the data it was issued for. A grant issued to look at one problem does not become a general key to your account.

Logged. The grant and its usage are recorded. Issued, used, and revoked or expired all appear in your audit feed.

By default, every grant is visible to you. While it is active, you can see it in your Partner Hub’s audit feed and on the support-access page.

The Legal Hold exception#

There is one narrow, restricted exception: a Legal Hold concealed grant. It is used strictly when Modero is legally compelled to access data and cannot disclose that access.

Two limits are worth being precise about. This path is available only to designated legal officers at Modero, and it is not something ordinary support staff can invoke. It is not a general-purpose way to look at your data quietly.

Standing owner access#

If you would rather not issue a fresh grant every time Modero needs to assist you, your agency can opt into standing owner access, under Settings > Support access. This keeps a continuous support grant in place instead of one-off timed grants.

Only a partner admin can turn this on or off. Modero can never grant itself this access. It is yours to enable, and yours to turn back off at any time.

Common questions#

Can Modero staff see our clients’ data whenever they want? No. Access requires an active, time-boxed grant scoped to exactly what is needed, and outside the narrow Legal Hold exception, it is visible to you the entire time.

We’d rather Modero support just have standing access so we don’t have to keep approving requests. Is that possible? Yes. A partner admin can turn on standing owner access from Settings > Support access. You can turn it back off at any time.

How do we know if a Modero staffer accessed our data? Check Audit. Every grant and its usage is logged there.