Here you will find out how to contact Varmo support with a question or a problem and how to give support temporary insight into your data if necessary. Everyone can reach support; Tenant Admins manage requests in the app and support access.

Before you start

  • You open the Help & support page in the user menu at the top right.
  • The Request to support directly in the app is available to Tenant Admins from the Starter plan. In the Free plan and for all other people, the card is called Report a problem: it shows which details help support, and the Email support button.
  • Only a Tenant Admin grants support access, under Administration › Support access.

Sending a request to support

  1. Open Help & support.
  2. Under What is it about?, choose a category: Question about using the app, Error / problem, Sign-in / access, Billing / contract, Wish / idea or Other.
  3. If necessary, enter where the problem occurs under Page or error number.
  4. Fill in the Subject and Description: what did you want to do, and what happened instead?
  5. Click Send request.

Without a request in the app, click Email support. The prepared email contains the name of your organisation and your role, but no content from your ISMS. In it, state what you wanted to do, on which page and roughly when.

Please do not write any confidential content from your ISMS in the request. If support needs to look at something in your data, grant support access for this.

What happens after the request

  • You receive a confirmation by email. Support replies within one working day (Monday to Friday) by email; support handles disruptions that prevent work as quickly as possible.
  • Under My requests on the same page, Tenant Admins see their organisation's requests from the app with their status: “In progress”, “Waiting for your reply” or “Done”. The conversation itself takes place by email.

Granting support access

As a matter of principle, the operator of Varmo cannot see your data. Support only receives temporary, read-only insight if you grant it.

  1. Tenant AdminGrant

    Scope and justification, optionally a ticket.

  2. SupportRead only

    At most 24 hours, one organisation per session.

  3. Administration logLog

    Every page and every download with its address.

Revoke

Support loses insight immediately; a running session ends.

Only a request sent

A request does not give any insight into your data.

Support access: time-limited, read-only, logged

A Tenant Admin grants support access with a scope and justification. Support can then read for at most 24 hours, with exactly one organisation per session; support cannot change anything. Every page and every download is recorded in the administration log. Revoking ends access immediately; after 24 hours, it ends automatically. A request alone does not give support any insight.

  1. Open Administration › Support access (or the Grant support access button on Help & support).
  2. Under Scope, choose an organisation or, if there are several, All organisations in the account. Even then, support always sees exactly one organisation per session.
  3. The Duration is 24 hours. For longer help, grant new access afterwards.
  4. Enter a Justification, for example “Risk matrix is displayed incorrectly”, and, if necessary, the number of your request under Ticket (optional).
  5. Click Grant.

During the access, support can only read. Support cannot change, delete or approve anything and does not see any other accounts.

Revoking access

The list on Administration › Support access shows all grants with scope, justification, expiry and status (“Valid”, “Expired”, “Revoked”). For a valid grant, click Revoke and confirm. Support loses insight immediately; a running session ends.

What is logged

The Administration log (“Support access” area) records the grant, the revocation and the start and end of every support session. Every page and every download that support views during the session is logged with its address. This lets you trace at any time what support has viewed.

Frequently asked questions

How long is support access valid?

At most 24 hours from the grant. After that, it ends automatically, even without revocation.

Can I send a request in the app if I am not a Tenant Admin?

No. Contact support via Email support or contact a Tenant Admin of your organisation.

Does support see my data when I send a request?

No. A request does not give any insight. That always requires a separate grant under Administration › Support access.

How does the operator protect my data?

This is described on the Security and data protection page; the contractual arrangement is set out in the data processing agreement.

You will find more about the permissions of Tenant Admins under Defining functional roles and permissions.