Grant Support Access

Overview

You can grant MongoDB engineers time-bound, read-only access to your organization's execution logs and data. This grant allows MongoDB support engineers to diagnose issues in your organization without requiring you to share log exports manually.

Without an active support access window, MongoDB engineers cannot read your organization's agent sandbox or tool sandbox logs. Granting access is optional and controlled by your organization administrators. You can revoke access at any time.

Access permission grants have the following features:

Org-scoped: Scoped to the entire organization, not individual projects or workspaces.
Read-only: MongoDB engineers can view logs and execution data, but cannot modify any resources.
Audited: All support access is logged.
Time-bound: The window ends automatically after the duration you choose. You can revoke it at any time.

Prerequisites

You must be an Organization Admin to grant or revoke support access.

Grant Support Access

Navigate to Org Settings.

In the Atlas Agent Engine UI, open your organization settings and select Support access.

Choose a duration.

Select how long MongoDB engineers can access your organization's logs:

Duration	Notes
24 hours (default)	Suitable for most active troubleshooting sessions.
3 days	Suitable for intermittent or hard-to-reproduce issues.
7 days	Maximum allowed duration.

Click Grant.

The page updates to show the active window with a live countdown to expiry. While the window is active, MongoDB support engineers can read your organization's agent sandbox and tool sandbox logs.

To grant access to a single workspace instead of your entire organization, navigate to Support Access under Manage in your project, then click Grant access next to the workspace. Project Owners can grant workspace access.

You can also grant support access by using the REST API. This endpoint requires ORG_ADMIN access. For the request and response schema, see the Platform API Reference.

Revoke Support Access

You can end an active window at any time before it expires. Navigate to Org Settings → Support access and click Revoke. Access ends immediately.

You can also revoke support access with the REST API. This endpoint requires ORG_ADMIN access and is idempotent. For the request and response schema, see the Platform API Reference.

Check Access Status

To see whether a support access window is currently active, navigate to Org Settings → Support access to view the current window's status and expiry countdown.

You can also check access status with the REST API. This endpoint is available to all authenticated users in the organization. The response includes the following fields:

Field	Description
`active`	`true` if a window is currently active, `false` otherwise.
`expires_at`	ISO 8601 timestamp for when the active window expires.
`granted_at`	ISO 8601 timestamp for when the window was granted.
`granted_by`	Email address of the administrator who granted access.

For the full request and response schema, see the Platform API Reference.

Auto-Expiry

When a window reaches its expiry time, support access ends automatically. An expired window is the same as no active window. To give MongoDB engineers more time after a window expires, grant a new window.

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