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Who is this article for?
Find your product plan in the Code42 console on the Account menu.

Incydr Professional and Enterprise
Incydr Basic and Advanced
Other product plans

Incydr Professional and Enterprise, yes.

Incydr Basic and Advanced, yes.

CrashPlan Cloud, yes.

Other product plans, yes.

CrashPlan for Small Business, no.

This article applies to Code42 cloud environments.

Code42 Support

Support Access reference


In the process of providing help, Code42 support personnel (also known as "Customer Champions") may need to access your Code42 environment to perform investigation and adjust settings as needed. Use the Support Access setting to give Code42 Customer Champions permission to access your environment to assist in troubleshooting.

To read our policy for providing support, see Code42 enterprise support policy.

To get help from our Customer Champions, see Contact support: create a ticket, chat, or call.

User creation
Code42 support personnel may create temporary administrator user accounts in your Code42 environment to assist with troubleshooting. Code42 personnel are required to deactivate these temporary users from your Code42 environment upon completion of troubleshooting work. These deactivated users are removed after 60 days.

Code42 Support Access

To update the Support Access setting, you need the Customer Cloud Admin role.

  1. Sign in to the Code42 console.
  2. Select Administration > Environment > Support Access.

Code42 Support User Access view

Item Description
Support User Access

Select to allow or deny Code42 support users access to your Code42 environment to assist in troubleshooting. 

  • Enabled
    Code42 support users can be created in your Code42 environment for the purpose of assisting with troubleshooting. 
  • Disabled
    Code42 support users cannot be created in your Code42 environment. Any existing support users are deactivated and can no longer access your Code42 environment.

Email notification when support access is changed 

When support access is enabled or disabled, all Customer Cloud Admin users receive an email with details of the change. If you are the administrator who made the change, you can ignore the email notification. If the change was made by another administrator, review the information carefully to ensure that the change is authorized.

The email includes:

  • Whether support access was enabled or disabled
  • The date and time of the change
  • The Code42 username of the person who made the change
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