Reach out to your account team
The fastest way to get help is to contact the people on your account directly. Your account team knows your organization’s setup, integrations, and goals — so they can provide tailored guidance and resolve issues quickly. If you’re unsure who your account contacts are, check with your organization’s Serval admin or reach out to us at the email below.Email support
You can always reach us at support@serval.com. Our support team monitors this inbox and will route your request to the right people.Support tokens
When Serval needs to investigate an issue inside your environment, you can grant temporary access with a support token. Tokens are time-bound, user-initiated, and fully revocable—see below for how they work and how to manage them.Overview
When you encounter an issue that requires direct investigation by Serval support, you can generate a Support Token. This token serves as a temporary “key” that allows our engineers to access your environment with the same level of visibility required to resolve your request. Key features- User-initiated — Admins, team managers, and agents can generate support tokens.
- Time-bound — You choose how long access should last (for example 1 hour or 24 hours). Access automatically expires when the time is up.
- Access controlled — Support token sessions have the exact permissions of the user that created them, no more, no less.
- Revocable — You can revoke access at any time, immediately invalidating the token.
- Secure — Tokens are generated securely on your device, and we use defense-in-depth techniques to ensure only Serval support engineers can use them.
How it works
- Click on your user in the bottom left to open the profile menu, then click Get support.
- Enable Support access to generate a code. The code is automatically copied to your clipboard.
- Optionally, adjust the expiration date. The expiration is saved automatically.
- Provide the support token to Serval support.
- As long as support access is enabled, Serval support engineers can redeem this token to access your account and organization.
Managing access
Regenerating a token — If you need to invalidate existing codes, click Regenerate Token in the Support Tokens section. This immediately invalidates all previous tokens and support sessions and creates a new token using the same expiration settings. Revoking access — You remain in full control. To immediately terminate access before the expiration time, turn off Support access. Once revoked, the support token is immediately invalidated, and all active support sessions are terminated.Security and compliance
Support tokens ensure that:- No permanent access — Support engineers never have permanent access to your organization.
- Audit trails — Every action performed by a support engineer while using a token is recorded in your organization’s Audit Logs.
- Least privilege — Support access is limited to the specific timeframe you authorize.