Impersonation Feature
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 workspace 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.
Exception
For customers with Enterprise Shield / HIPAA compliance packages, GoodData requires explicit prior approval before impersonation can begin.
Impersonation details and security
The impersonation session is time-limited and lasts no longer than five minutes for token/password validity issues and four hours for SST issues.
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 it 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.