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SECURITY • PRIVACY • ACCOUNTABILITY

Support Access and Impersonation

Document ID
SEC-DOC-006
Version
1.0
Status
Draft
Last Updated
07/27/2026
Privacy and public-documentation notice

Security and HIPAA screens may contain workforce identity, Provider information, IP addresses, access history, support-session data, and protected health information. Screenshots in this guide use masked, redacted, or demonstration content. Unmasked content should be treated as authorized demo data only.

Purpose

True Care System uses a controlled support workflow so Platform Support does not silently enter a Provider account. Access begins with a Provider-created ticket, an explicit approval choice, an expiration time, and a documented reason.

Provider creates a support ticket and may explicitly allow temporary Platform Support access with an expiration time.
Provider creates a support ticket and may explicitly allow temporary Platform Support access with an expiration time.
Platform Support ticket detail showing assignment, status, support approval, expiration, conversation, attachments, and status history.
Platform Support ticket detail showing assignment, status, support approval, expiration, conversation, attachments, and status history.
Login as Provider Admin confirmation requiring a reason and access note before starting the audited support session.
Login as Provider Admin confirmation requiring a reason and access note before starting the audited support session.
Active support session banner showing Provider, ticket number, and Exit Support Session control.
Active support session banner showing Provider, ticket number, and Exit Support Session control.

Controlled Support Sequence

  1. The Provider creates a ticket and the system assigns a unique ticket number.
  2. The Provider may allow Platform Support access and selects an expiration time.
  3. Platform Support reviews the ticket, assignment, status, conversation, attachments, and approval record.
  4. An authorized Platform Support user selects Login as Provider Admin.
  5. The support user must enter a reason and may enter an access note.
  6. The application starts a temporary support session linked to the ticket.
  7. A visible banner identifies the active Provider and support ticket.
  8. The support user exits the session or access expires.

Security Benefits

  • Provider approval instead of silent administrative entry.
  • Automatic expiration of temporary access.
  • Ticket-linked purpose and context.
  • Visible active-session indicator.
  • Audit linkage through support ticket and impersonation session identifiers.
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