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Configure MongoDB Support Access to Atlas Backend Infrastructure
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As an organization owner, you can set up your Atlas organization so that MongoDB Production Support Employees, including Technical Service Engineers, can only access your production servers with your explicit permission. If an issue that requires MongoDB Support arises and you want to grant 24-hour temporary infrastructure access to MongoDB Support, you can grant access at the database deployments level. Granting temporary access doesn't give MongoDB Support access to read your database, only the underlying infrastructure, which should exclude sensitive information. You can also revoke temporary infrastructure access at any time prior to the automatic 24-hour expiration.
Important
Blocking infrastructure access from MongoDB Support may increase support issue response and resolution time and negatively impact your database deployment's availability.
Block Access at the Organization Level
You must be an organization owner to adjust this setting.
Navigate to your Organization Settings.
In the Atlas console, click on your username in the top-right corner and select Organizations.
Select the organization to which to restrict support access.
Select Settings in the left-side navigation.
Toggle the setting.
Toggle the switch marked Block MongoDB Production Support Employee Access to Atlas Infrastructure to the On position.
Grant Infrastructure Access to MongoDB Support for 24 hours
If an issue that requires MongoDB Support arises and you want to allow MongoDB support staff limited-time access to a database deployment within your organization, you can do so with the following procedure.
Navigate to your Cluster Overview.
Click Database near the top of the Atlas console.
Locate the database deployment to which to grant access from the list of database deployments.
Select the ellipsis icon (...) to the right of the database deployment.
Select Grant Temporary Infrastructure Access to MongoDB Support.
Click Grant Access.
Grant Sync Data Access to MongoDB Support for 24 hours
The procedure you follow to grant sync data access to MongoDB Support for 24 hours depends on whether your organization owner has enabled Block MongoDB Support Access to Atlas Infrastructure.
Select the tab applicable to your organization.
Revoke Temporary Infrastructure Access to MongoDB Support
If you want to revoke access to a database deployment within your organization that has been granted 24-hour temporary infrastructure access, you can do so with the following procedure.
Important
Temporary infrastructure access that is not revoked will automatically expire at the end of 24 hours. Atlas displays a timer indicating the amount of time left before 24-hour temporary infrastructure access expires.
Navigate to your Cluster Overview.
Click Database near the top of the Atlas console.
Locate the database deployment to which to grant access from the list of database deployments.
Select the ellipsis icon (...) to the right of the database deployment.
Select Revoke Temporary Infrastructure Access to MongoDB Support.
Important
Ensure that all issues requiring MongoDB Support have been addressed before revoking access.
Click Revoke Access.
Click Revoke Access to revoke temporary infrastructure access.