Customer Account Access

Customer Account Access controls whether, and how, Sublime's support team can access your Sublime environment to help resolve issues. You control access with a single toggle, support activity is logged for auditability, and you can revoke access at any time.

This is the successor to the previous access model, Just-in-time Customer Access, built around explicit customer consent and a full audit trail.

Why it exists

When you open a support ticket or ask for help troubleshooting, Sublime support typically needs to look at your environment to diagnose the problem. Customer Account Access makes that access something you control and can see, rather than something that happens behind the scenes. You decide whether support can access your environment, and you can review every access event in your audit log.

What changes for admins

You control access with a single toggle. Support cannot access your environment unless Allow account access for Sublime is turned on.
Support access is time-bound. When enabled, a support session lasts a fixed period and then expires automatically unless extended. You do not need to remember to turn it back off.
Every access event is audited. Support activity is recorded in your audit log with the actor shown as Support, so you can always see when support accessed your environment. View it under Admin → Audit Log.
You can revoke access at any time. Turning the toggle off ends access, including any session that is currently active.

Note: Customer Account Access governs Sublime support access to your environment. It does not change how your own users or roles are managed.

Configuring Customer Account Access

The setting lives in the Customer Account Access section of your account.

Where to find it

In Sublime, go to Admin → Account.
Scroll to the Customer Account Access section. You'll see the Allow account access for Sublime toggle and its current state.

Enable or disable support access

To allow Sublime support to access your environment, turn Allow account access for Sublime on. When on, the Sublime team can troubleshoot and assist with platform usage inside your environment. Access is logged for auditability and can be revoked at any time.
To prevent support access, turn the toggle off. While it is off, support cannot access your environment.

Revoking access immediately

Turning Allow account access for Sublime off revokes access right away. If a support session is currently active, turning off the toggle ends that session immediately rather than waiting for it to expire.

Confirming the current state

The Customer Account Access section always shows whether access is currently enabled. For a record of when support accessed your environment, go to Admin → Audit Log, where support activity appears alongside your team's activity with the actor shown as Sublime Support.

Is Customer Account Access enabled for my organization?

Whether it starts out on or off depends on how your organization used support access before.

If your organization already uses Just-in-time Customer Access: Customer Account Access is enabled by default. Support access continues to work as before, now under the Customer Account Access model with auditing and one-toggle control. You can turn it off at any time.
If your organization does not use Just-in-time Customer Access: Customer Account Access is off by default. Support cannot access your environment until you opt in by enabling it.

There is no automatic enablement deadline. Nothing turns on by itself, and access stays off until you choose to enable it. To change the setting, go to Admin → Account → Customer Account Access and turn Allow account access for Sublime on or off.

You stay in control. Whatever your starting default, you can enable or disable Customer Account Access at any time, and revoke an active session immediately.