Support access and break-glass
How LegalBook staff can act inside a firm only with the firm's consent, emergency break-glass access, and access reviews.
For: Owner
LegalBook staff do not have standing access to a firm's records. There are two narrow, audited ways in, and the firm can see both.
Support sessions (acting as a user)
To diagnose a problem, LegalBook support may need to see what a user sees. This is a support session, also called impersonation.
- Support sessions are off unless LegalBook enables the feature and the firm allows it in its compliance settings.
- The firm consents. A support request asks the firm, and the firm sees the pending request live under Elevated access.
- The session is time-limited and every action in it is audited with both the support engineer and the user named.
- A support session cannot make legal decisions: it cannot review an intake, decide a conflict, record an attorney decision, approve a filing, change a matter's sensitivity, close or transfer a matter, reveal an identifier, or enter the client portal. Most other changes are refused too; it is for looking, not acting.
Break-glass
Break-glass is emergency access for LegalBook's security staff when something must be investigated urgently.
- It is time-bound and scoped to what it names.
- It is read-only in most modules.
- Every read under break-glass is audited with the grant, and the firm's owners and administrators are notified by default.
- Every grant must be reviewed afterwards. An overdue review raises an alert daily, and becomes critical after a week.
Access reviews
An access review checks that someone who should no longer have access really does not: roles, workforce authorizations, portal access, sessions, share links and more. A check that cannot be completed counts as failed, never as passed.
Reporting a problem
Anyone with the permission can press ⌘K and choose Report a problem to open a support case. My support reports lists your own.