Shared Transactions - Providing Access to NetSuite Account for Support Cases

Overview

Upon submission of a support case, Netgain may request temporary access to the client’s account as part of the troubleshooting and support process. This access enables direct review of relevant records, system logs, and activity to facilitate efficient issue identification and resolution. No changes will be made to the live production environment unless explicitly requested and authorized by the client. All access is strictly limited to troubleshooting purposes. 

Where possible, Administrator access is preferred, as it provides full visibility into all areas that may require review. If Administrator access cannot be provided, an alternative is to assign a role that includes the necessary permissions to work within Shared Transactions.

Any alternative role should be properly configured to ensure it grants appropriate access while limiting visibility to only relevant areas.

Clients retain full control over account access and may revoke access at any time, including upon resolution of the issue. Netgain will provide notification when access is no longer required.

Security & Confidentiality

Data privacy and security are top priorities. System access is restricted to authorized Netgain personnel—including members of the internal support or development teams for issue escalation. Access credentials are updated periodically to maintain a high level of protection.

Netgain adheres to strict internal protocols governing data access and usage to ensure the confidentiality and protection of client information. Access is granted exclusively for support and troubleshooting purposes.

For any questions or concerns regarding data security or privacy, clients are encouraged to contact Netgain directly. Netgain is committed to maintaining a secure, transparent, and compliant support experience aligned with the highest standards of data protection.