Support Rights are a major security tool Smarsh uses to ensure our client's confidential information is secure. You can think of Support Rights like a security badge, and if you do not have the correct authorizations you cannot gain access to account information, service changes, archived data, billing, general support or any other confidential information.
To ensure accuracy, managing Support Rights must be done through Smarsh Central by a user with Admin Rights. If you have questions, please do not hesitate to contact the Smarsh Support Team for guidance.
If you are not authorized on an account, please contact your Smarsh Admin to receive authorization or to find who has the authorization
I was just provided Support Rights, but I cannot login to Smarsh Central.
Granting Support Rights to a user does not create an account for them to login to.
- For Standalone accounts: you can create a Central Only User: How to create a login for access to Smarsh Central
- For Broker Dealers trying to grant Central Logins to Child Accounts:
Please grant the Support Rights you wish for the user to have, then open a new support case requesting we create a Smarsh Central Only account. Users with this set up/for Branch Accounts will use the "Use Email Login" option, if they do not have an account on the Professional Archive Platform.
What permissions are provided by each Right?
Not all Rights give the same access, so we highly recommend all clients review the What permissions do Support Rights grant? article to familiarize yourself with what Rights provide access to each area.
How do I manage my account's Support Rights?
Support Rights must be managed through Smarsh Central by an Admin Rights user. To make these changes, please follow this guide: How to manage Support Rights
I was just provided Support Rights, but I cannot access the archive.
Support Rights are only the access authorization, you will still need a Platform User created. Please see this guide for creating a Platform User: How to create new User Accounts
I have multiple Smarsh accounts, how does this work for me?
Your Rights will be tied to a single account. If you have multiple accounts (called Service Accounts) you will need to be granted rights on each additional account, unless you have a specific account type setup.
What do I do if we don't have anyone with Admin Rights with my company any longer?
Call the Smarsh Support Team at 866-762-7741 option 2 and let us know! We will work with you to get a new Admin Rights through a process that will keep your account secure.
Can I view all Support Cases for my account?
For security reasons, the default Case Visibility for Users in Smarsh Central is to only see their own cases. By default, users can only see their own Support Cases in Smarsh Central, but this can be changed with authorization from an account Admin.
If I have Support Rights, how do I open a support case?
How to open a new Support Case
