Log all actions performed by support at customers' server and let customers get these logs

Hello,

Today, you ask customers to grant you access to the customers' servers to help them solve issues.

Such access asks for much trust as it is very sensitive and risky for customers.

On the other hand, there is no transparency of what the supporter(s) did at the server, hence it is a "trust us" / "count on us" approach, which is nice but not reassuring.

I suggest collecting and serve evidence of any support session that had session with the server.

SSH sessions can be recorded, like SSH clients, what text was the input and what was the reply.

I guess similar can be done for web session if you use / will use proxy.

All much like a PAM product (Privileged Access Management).

The collected audit trail data will be stored safely at your servers, and digitally signed to both prove if it was altered or stayed original, and that it was produced by CP.

This data can serve CP for support training, dev troubleshooting and if needed - legal matters.

Supporters will know their actions are being recorded.

Customers will get the full audit trail output as a file attached to its relevant support case, for them to download (both manually and preferred also via API) and saved, hence they will have the ability to look into what was done at their server by CP, hence, hopefully, get more trust for CP.