Support Mode Policy

This Support Mode Policy governs temporary, audited assistance access to Customer organizations in the Services by MiseCentral personnel and authorized Partners. This policy supplements the Support Policy and is incorporated by reference into the Agreement.

1. Purpose

1.1. Support Mode enables MiseCentral or an authorized Partner to access a Customer organization within the Services for a limited time and defined purpose to diagnose defects, configuration issues, integration problems, data questions, or security concerns that cannot reasonably be resolved without viewing Customer's in-product environment.

1.2. Support Mode is designed for transparency and accountability. It is not impersonation of Customer users and does not create hidden or permanent backdoor access.

2. Support Mode (MiseCentral Staff)

2.1. Authorization. Support Mode requires Customer authorization through one of the following:

(a) explicit approval in a support ticket by a Customer administrator; (b) pre-authorized Support Mode consent in Customer's administrative settings where available; or (c) emergency authorization for Critical security incidents where Customer is unresponsive, limited to actions necessary to contain imminent harm and documented in the incident record.

2.2. Ticket Binding. Every Support Mode session is linked to an active support ticket that records the issue description, severity, and requested assistance.

2.3. Reason Code. The session is initiated with a standardized reason code selected from MiseCentral's support taxonomy, such as configuration review, defect reproduction, data integrity investigation, integration troubleshooting, or security incident response.

2.4. Duration Limit. Support Mode sessions are time-limited. Default maximum duration is four (4) hours per session unless extended with Customer administrator approval documented in the ticket. Idle sessions automatically expire.

2.5. Scope Limitation. Personnel may access only the Customer organization authorized and only perform actions reasonably necessary for the stated reason. Destructive actions on production data require explicit Customer confirmation except where necessary for emergency security containment.

2.6. Visibility. Customer administrators can view active and historical Support Mode sessions, including participant identity, reason code, start and end times, and ticket reference, through administrative audit views in the Services.

2.7. Authentication. MiseCentral personnel authenticate with individual accounts protected by multi-factor authentication before initiating Support Mode. Shared credentials are prohibited.

2.8. Audit Trail. The Services log Support Mode entry, actions performed within the session where technically feasible, and session termination. Logs are retained according to the Data Retention Policy.

2.9. Confidentiality. MiseCentral personnel accessing Customer Data through Support Mode are bound by confidentiality obligations in the Agreement and DPA.

3. Partner Support Mode

3.1. Eligibility. Partner Support Mode is available only for Partners authorized under a Partner Agreement and an active Customer delegation that explicitly permits Partner support access.

3.2. Same Controls. Partner Support Mode follows the same ticket binding, reason code, duration limit, visibility, and audit requirements as MiseCentral Support Mode.

3.3. Partner Authentication. Partner personnel must authenticate with individual accounts and multi-factor authentication configured under Partner governance requirements.

3.4. No Impersonation. Partners may not present themselves as Customer users, assume Customer user identities, or perform actions that appear in audit history as if performed by Customer personnel unless Customer explicitly configures a documented service account for automation purposes unrelated to Support Mode.

3.5. Customer Revocation. Customer administrators may revoke Partner Support Mode delegation at any time through administrative settings. Revocation terminates active Partner sessions upon next action boundary or immediately where technically supported.

3.6. MiseCentral Oversight. MiseCentral may suspend Partner Support Mode privileges for Partners that violate this policy or the Partner Agreement.

4. Prohibited Uses

4.1. Support Mode and Partner Support Mode must not be used to:

(a) impersonate Authorized Users; (b) access Customer organizations without authorization or an applicable emergency exception; (c) browse Customer Data unrelated to the support ticket reason; (d) export Customer Data except as necessary for the ticket resolution with Customer approval or as permitted in the Agreement; (e) modify Customer security settings to weaken protections without Customer approval; or (f) circumvent Customer's role-based access controls for convenience.

5. Customer Responsibilities

5.1. Customer designates administrators authorized to approve Support Mode and Partner Support Mode.

5.2. Customer reviews Support Mode audit logs periodically and promptly reports unauthorized sessions to security@misecentral.com.

5.3. Customer ensures Partner delegations reflect current implementation or support relationships.

6. Data Protection

6.1. Processing of Personal Data during Support Mode is described in the DPA and Privacy Notice. Access is limited to the minimum necessary for the support purpose.

6.2. Support personnel may view quality, food-safety, traceability, and workforce records only when required for the stated ticket reason.

7. Relationship to Other Policies

7.1. Emergency security response may combine Support Mode with procedures in the Incident Response Policy.

7.2. Professional Services engagements that require environment access should be scoped in a Statement of Work and may use Support Mode mechanics where appropriate.

8. Contact

MiseCentral LLC Attn: Security 8 The Green, Suite A Dover, DE 19901 United States security@misecentral.com

Support Mode authorization questions: legal@misecentral.com