SOC 2 - How is customer support access to our accounts monitored?

[Jacob Leite]

According to the SOC 2 report, "Customers are responsible for requesting, approving, and monitoring Atlassian’s customer support access to their account." How is this being monitored?

[Patrik S]

Hello @Jacob Leite , 

and welcome to Atlassian Community!

Atlassian staff can only access a customer's workspace when the customer has an open support ticket, and an Administrator of the workspace is part of the ticket and provided the consent. This process ensures that access to a customer's workspace is granted only when explicit consent and authorization are in place, with the involvement of the workspace's Administrator.

Also, customers can monitor Atlassian's customer support access to their workspace by regularly reviewing the Audit logs of the workspace . By reviewing audit logs , customers can confirm if Atlassian staff accessed the workspace and  when they accessed it. This allows customers to stay informed and ensure that access to their workspace is appropriate and authorized.

I hope that information helps!

Let us know in case you have any questions.

Thank you, @Jacob Leite !

Patrik S