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PegotecUser handbook

Cross-tenant support for Pegotec staff working inside customer installations.

Internal role only

PegotecUser is the only role that can see data across multiple customer companies. Use the access responsibly and follow internal data-handling policy.

What you'll do with the platform

As a PegotecUser, you provide second-line support to customers. Your main job is to step into a customer's tenant to diagnose problems, correct data, demonstrate features, or walk them through a workflow — then step out again.

Your main responsibilities:

  • Switch tenant context to enter a customer's company.
  • Diagnose customer issues by reproducing what they're reporting.
  • Correct data when something's wrong and the customer needs help.
  • Walk customers through workflows when they're unsure how to use a feature.
  • Audit platform-wide behaviour for compliance and incident investigation.

Your primary app

The web portal, with the company-switcher dropdown in the header. You can also use the mobile app if you need to reproduce a mobile-specific issue, but desk work dominates.

Switching tenants

Unlike every other role, PegotecUser can change the active company context on demand.

How to switch

  1. Open the company dropdown in the header.
  2. Search or scroll for the company.
  3. Click. The portal reloads scoped to that company.

Every action you take after switching is scoped to that company — but logged with your PegotecUser identity for audit.

Switching back

Same dropdown. Pick a different company, or click Exit tenant to return to your default view.

Switch consciously

Every change you make while switched into a customer tenant looks like it came from Pegotec support. Confirm with the customer before making any write operation.

Typical support workflows

Customer says "I can't see X"

  1. Switch into the customer's tenant.
  2. Reproduce their path — the same menu, the same filters.
  3. If you can reproduce, diagnose (missing permission? feature flag? data issue?).
  4. If you can't reproduce, the issue is role- or filter-specific — ask the customer to check their filters, or log in using their account (with explicit consent).

Customer says "please fix this data"

  1. Switch into the customer's tenant.
  2. Read the request carefully — scope matters; "the asset" might mean one asset or many.
  3. Before doing any write operation, confirm the scope with the customer.
  4. Make the change.
  5. Respond with what you changed and when, so they have a clear audit trail in their own records.

Customer says "show me how to do X"

Don't switch into their tenant unless necessary — you'll be clicking buttons on data that doesn't show up for them. Use a demo tenant or screen-share their own.

Cross-tenant audit

With cross-tenant visibility you can:

  • Check aggregate metrics across customers for platform health.
  • Investigate incidents that span multiple tenants (rare).
  • Respond to data-access requests (GDPR / similar) for a specific individual across the installation.

Cross-tenant work is sensitive. Always follow your internal data-handling policy and record why you accessed what.

Your effective permissions

Inside any company you've switched into, you have the equivalent of Admin. You can create, edit, delete, assign, approve — everything. That's by design: it's what lets you help.

The responsibility that comes with it:

  • Don't make changes the customer hasn't asked for.
  • Always note changes you made in the support ticket.
  • Rotate your password regularly and enable 2FA if available.

What you can do that no other role can

  • Switch between customer companies (manage-companies and tenant-switching).
  • Act as Admin in any tenant without needing a per-tenant account.

What you can't do

  • Bypass the audit log — every action you take is logged with your identity.
  • Change company-wide billing or licensing (handled outside the platform).

Things to watch for

Always confirm before writing

A write operation inside a customer tenant that they didn't request damages trust. Even a well-intentioned cleanup can delete something the customer was keeping for a reason you don't know about.

Use a support ticket as your workspace

Write down what you plan to do before you do it. Attach a screenshot before and after. The ticket becomes the audit trail for the customer and for you.

Exit the tenant when you're done

Leave the company dropdown pointing somewhere neutral when you walk away from your desk. A forgotten session scoped to a customer tenant is easy to misuse accidentally.

Support channels

Customer support runs entirely on email:

  • Customers email info@pegotec.net during business hours.
  • The Pegotec team shares that inbox and picks up incoming messages.
  • Whoever takes a request coordinates internally (direct communication between team members, no formal ticket system) and replies to the customer in-thread.
  • Pegotec-initiated communications (scheduled maintenance, incident updates) also go out by email.

No support portal, Slack / Teams customer channel, or on-call rotation. Email is the only customer-facing surface. Keep threads alive per issue — it's the implicit "ticket".