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Decide explicitly whether support needs footage, then scope its site access and end the case window promptly.

\n

Source facts

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Verkada support access uses a token generated by an authorized administrator. Enabling the token does not automatically grant an active support session; the customer must provide it to Support through a case. The token carries the generating account’s permissions. Video, image, archive, and audio access are not granted by default and require explicit media permission. Org Admins can limit sites. The window expires automatically, can be revoked early, and support actions are included in the organization audit log.

\n

Source: Verkada Help — Enable Support Access.

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Applicability

\n

Applies to temporary Verkada Support access in Command. It is separate from a staff user’s ongoing role assignment and should be scoped to the particular support case.

\n

DSE recommendation

\n

DSE recommends generating access from a suitably limited account and documenting the case number, permitted sites, media decision, and expiry. Start without media access when configuration information is sufficient. If viewing footage becomes necessary, obtain the footage owner’s approval and record why. Revoke the token when the case work finishes rather than treating the maximum available duration as a default. Keep tokens out of general ticket comments and screenshots.

\n

Verification

\n

Inspect the configured sites and media setting before sharing the token through the approved case channel. After troubleshooting, revoke access and review audit events for the agreed window. Investigate unexpected devices or actions and record closure without storing the token itself in the handoff evidence.

\n

Official reference

\n

Verkada Help — Enable Support Access. Reviewed October 15, 2026.

", "content_text": "Decide explicitly whether support needs footage, then scope its site access and end the case window promptly.\nSource facts\nVerkada support access uses a token generated by an authorized administrator. Enabling the token does not automatically grant an active support session; the customer must provide it to Support through a case. The token carries the generating account’s permissions. Video, image, archive, and audio access are not granted by default and require explicit media permission. Org Admins can limit sites. The window expires automatically, can be revoked early, and support actions are included in the organization audit log.\nSource: Verkada Help — Enable Support Access.\nApplicability\nApplies to temporary Verkada Support access in Command. It is separate from a staff user’s ongoing role assignment and should be scoped to the particular support case.\nDSE recommendation\nDSE recommends generating access from a suitably limited account and documenting the case number, permitted sites, media decision, and expiry. Start without media access when configuration information is sufficient. If viewing footage becomes necessary, obtain the footage owner’s approval and record why. Revoke the token when the case work finishes rather than treating the maximum available duration as a default. Keep tokens out of general ticket comments and screenshots.\nVerification\nInspect the configured sites and media setting before sharing the token through the approved case channel. After troubleshooting, revoke access and review audit events for the agreed window. Investigate unexpected devices or actions and record closure without storing the token itself in the handoff evidence.\nOfficial reference\nVerkada Help — Enable Support Access. Reviewed October 15, 2026.", "content_markdown": "Decide explicitly whether support needs footage, then scope its site access and end the case window promptly.\n\n## Source facts\n\nVerkada support access uses a token generated by an authorized administrator. Enabling the token does not automatically grant an active support session; the customer must provide it to Support through a case. The token carries the generating account’s permissions. Video, image, archive, and audio access are not granted by default and require explicit media permission. Org Admins can limit sites. The window expires automatically, can be revoked early, and support actions are included in the organization audit log.\n\nSource: [Verkada Help — Enable Support Access](https://help.verkada.com/command/need-help/contact-verkada-support/enable-support-access).\n\n## Applicability\n\nApplies to temporary Verkada Support access in Command. It is separate from a staff user’s ongoing role assignment and should be scoped to the particular support case.\n\n## DSE recommendation\n\nDSE recommends generating access from a suitably limited account and documenting the case number, permitted sites, media decision, and expiry. Start without media access when configuration information is sufficient. If viewing footage becomes necessary, obtain the footage owner’s approval and record why. Revoke the token when the case work finishes rather than treating the maximum available duration as a default. Keep tokens out of general ticket comments and screenshots.\n\n## Verification\n\nInspect the configured sites and media setting before sharing the token through the approved case channel. After troubleshooting, revoke access and review audit events for the agreed window. Investigate unexpected devices or actions and record closure without storing the token itself in the handoff evidence.\n\n## Official reference\n\n[Verkada Help — Enable Support Access](https://help.verkada.com/command/need-help/contact-verkada-support/enable-support-access). 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Revoke the token when the case work finishes rather than treating the maximum available duration as a default. Keep tokens out of general ticket comments and screenshots.\nVerification\nInspect the configured sites and media setting before sharing the token through the approved case channel. After troubleshooting, revoke access and review audit events for the agreed window. Investigate unexpected devices or actions and record closure without storing the token itself in the handoff evidence.\nOfficial reference\nVerkada Help — Enable Support Access. 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