Administration - Support Access

Select Administration from the top menu, then select the Organization tab. This section manages all organization-level settings, including Support Access.

The Support Access feature allows the Oncam Support Team or your Integrator to securely:

• Assist with device configuration and performance troubleshooting

• Verify recording schedules, connection status, and overall system health

This functionality is designed to help the Support Team or your Integration to resolve system-related issues efficiently while maintaining the highest standards of privacy and data security.

Important:

The Support Team or Integrator does not have access to any video data or archives by default.

By design, Support can only view system-related information such as recording status, online/offline state, firmware version, and device configuration details.

To access video data, the Support Team must either:

• Be explicitly granted Support Access, or

• Be added as a separate user within the organization with assigned permissions.

When Support Access is granted to Oncam Support, it is automatically revoked after 24 hours for security purposes. Organization administrators can also manually revoke access at any time. When Support Access is granted to Integrator Support, it will not be automatically revoked after 24 hours, but must be manually revoked otherwise it will stay active indefinitely.

Granting Access

1. Locate the Support Section in Organization Settings.

2. When you click Grant Access, the Support Team is immediately granted access with the default Administrator (Restricted) role.

3. Access is activated instantly - no further action is required if this role level meets your needs.

4. To assign a different role, select the desired Role from the dropdown list.

5. Assign the appropriate Cameras to the selected role.

6. Click Update Access to apply and save the new role settings.

Notes:

When assigning Support Team access, note the following role behaviors:

• If Administrator (Full) or Administrator (Restricted) is selected, the Assign Cameras dropdown will be grayed out (disabled).
  This is by design, as all Administrator roles automatically have access to every camera within the organization.
  No camera assignment is required - simply click Update Access to save the change.

• If User (Full) or User (Restricted) is selected, you must manually assign specific cameras.
  Use the Assign Cameras dropdown to select which cameras to include in the Support Team’s access permissions.
  After selecting the desired cameras, click Update Access to save the configuration.

• For all support users, video clips, including downloads and exports, remain inaccessible unless explicitly authorized by the organization.

Modifying Access

To modify existing Support Team access:

1. From the Role dropdown, select the desired role type.

2. If applicable, use the Assign Cameras dropdown to choose which cameras to grant access to under the selected role.

3. Click Update Access to apply the changes.

Note:
When Support Team access is active, the buttons will display Update Access and Revoke Access, as shown in the example (Oncam Support currently has an active role).

If the 24-hour temporary access period has expired, only the Grant Access option will be available.

Revoking Access

To manually terminate the active Support Team access:

1. Click Revoke Access.

• Once access has been revoked, the Update Access and Revoke Access buttons will no longer be visible.

• Only the Grant Access button will be displayed, indicating that Support Team access is no longer active.