Customer Support Control Plane
Your support team should not have standing access to your customers’ data.
Suptika turns that access into something you request, someone approves, that expires on its own and stays on the record. B2B ticketing with an access control plane on top.
New product. We run it ourselves, on our own products, before selling it.
God mode already exists. Nobody is watching it.
Any company running a SaaS eventually needs to look at a customer’s data to fix something. That access is almost never modelled: it lives in a service key inside a script, in a permanent admin account, or in a hand-written query against the production database.
It works. And nobody knows who looked at what.
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Access that never expires
A permission granted for an incident eight months ago is still open.
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No reason attached
There is a query in the logs, but no way to know what it was for.
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The customer never finds out
Nobody asked them, and they cannot check afterwards.
Request, approve, expire, record.
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Requested from a ticket
No access without a ticket — that is a schema rule, not a team convention.
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Approved by the data owner
The customer decides who looks at their data. Nobody approves their own request.
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Expires by the clock
The grant dies at the agreed time even if no cleanup job ever runs.
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Written down
The log is append-only. Not even the platform team can edit it.
What it includes
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Tickets and worklog
Queue by severity and SLA, with internal notes kept apart from what the customer sees.
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Access Broker
Temporary grants with a reason, a ticket and a mandatory expiry.
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Approval
The data owner decides, with a second factor.
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Secure impersonation
See the app through the customer’s eyes. Read-only by default, with a permanent red banner and a countdown.
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Masking
Personal data comes out hidden. Revealing it requires a grant and leaves a trace.
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Immutable audit
Timeline by actor, action and reason. Exportable to CSV.
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Policy engine
Maximum duration, allowed hours and alert thresholds.
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Customer portal
Their tickets, and who is looking at their data right now.
Security
What we can actually show
- No role grants standing cross-organisation access: platform identity and data authorisation are separate things.
- Every grant carries an expiry. There is no exception in the schema.
- Approving an elevation requires a second factor in that session.
- The audit log blocks updates and deletes even for the service key, which bypasses every other rule.
- All 44 access properties are tested against real Postgres on every change.
And what we cannot
- Whoever holds the database service key can still read everything.
- Masking is presentation, not encryption.
- There is no field-level encryption: a database dump exposes personal data.
Who it is for
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Support lead
Stop choosing between resolving fast and respecting privacy.
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CTO
Production access stops being a conversation about trust and becomes a property of the system.
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Compliance
An answer with a date, an actor and a reason when someone asks who saw that record.
Questions
Does this replace my ticketing tool?
It can. The ticketing is complete for B2B support. If you already have one that works for you, what Suptika adds is the governed access layer.
Does it work on my products or only on yours?
The access plane installs into each governed product as a grants table that its own row-level security reads. Today it is proven on our own suite.
What if the customer does not approve in time?
Then there is no access. For emergencies there is a break-glass procedure: 30 minutes maximum, mandatory justification, second factor and an automatic critical alert. It ships switched off.
Can I export the audit trail?
Yes, as CSV, filtered by actor, action and date.
Is it production ready?
We are putting it into production for our own operation. If it interests you for yours, let us talk — we would rather have a few first users and support them properly.
Shall we talk about how your team reaches customer data today?
We will show you how we do it, on the real installation.