Administrators can control whether Informatica Global Customer Support is allowed to view organization details on the Security tab of the Settings page.
When Informatica support access is enabled, Informatica Global Customer Support has read-only visibility into your organization.
Informatica Support can view the following items to help troubleshoot issues:
•Configuration metadata, such as connections, secure agents, users, roles, and schedules
•Design-time objects, such as tasks, mappings, and workflows
•Operational metadata, such as job run history, status, error messages, and logs
Informatica support can't perform the following actions:
•Connect to your internal systems or networks
•Log in to your databases or applications
•View data rows processed between the secure agent and your source or target systems
•Run or modify jobs in your organization
Removing Informatica support access might delay support case resolution. When you remove Informatica support access, note the following results:
•When you file a support ticket, you might need to manually upload the relevant service and task logs or organization assets.
•Informatica support can't monitor your jobs during new releases or other maintenance events to assess any potential impact.
•You might need to share your screen when troubleshooting with Informatica support.
•Informatica can't notify you about how an upcoming release might impact your organization.