Impersonation

The impersonation feature enables quicker issue support and resolution. GoodData Support uses impersonation in cases when it is a more effective way to investigate and resolve an issue.

What Does It Do?

This feature is available only for internal authorized GoodData Support personnel. It allows GoodData to examine a GoodData Cloud environment with the same rights and restrictions as the user in order to resolve support issues.

Support can initiate impersonation without prior customer approval. After impersonation is performed, the customer is always notified.

Impersonation Details and Security

An impersonation session can be started only when there is an active support request by the customer. Each session is time-limited and lasts no longer than 8 hours.

All activities done during the session are linked to the support ticket, logged, and available for security review.

GoodData regularly conducts audit reviews to ensure that authorized personnel use this functionality only with valid reason and permission.

How Does Impersonation Affect You?

Impersonation has no effect on the user. It simply allows GoodData professionals to investigate issues quickly and efficiently and report back on their findings immediately.