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Oddr Tenant Access Policy
Oddr respects the confidentiality of customer data and restricts access to customer tenant environments to the minimum necessary for delivering and supporting the platform. This policy describes the circumstances under which Oddr personnel may access a customer’s tenant, the controls governing that access, and the transparency measures in place.
When Oddr May Access a Customer Tenant
Oddr personnel may access a customer’s Production or Sandbox tenant environment only under the following circumstances:
When a customer submits a support request that requires Oddr personnel to access the tenant for troubleshooting, configuration assistance, or issue resolution. Access is limited to what is necessary to address the specific request.
During scheduled release deployments or platform maintenance activities where access to tenant-level resources is required. These activities follow the timelines described in the Oddr Cloud Maintenance Policy.
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In the event of a suspected or confirmed security incident affecting a customer’s tenant environment, Oddr security personnel may access the tenant to investigate, contain, and remediate the issue. Customers are notified of such access as soon as operationally feasible.
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If required by law, regulation, or valid legal process. Oddr will notify the customer in advance of such access unless prohibited by law from doing so.
Access Controls
All access to customer tenant environments is governed by the following controls
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Oddr personnel are granted access only to the specific systems and data needed for the task at hand. Standing access to customer tenants is not provided by default.
Access to production systems requires multi-factor authentication. Access requests are authorized through Oddr’s internal access management process and approved by the appropriate technical lead.
All access to customer tenant environments is logged, including the identity of the individual, the timestamp, and the actions performed. Access logs are retained and available for review during audits. Customers may request tenant access records through Oddr Support for the most recent 30 days.
Where access is granted for a specific support or maintenance task, that access is scoped to the duration of the task and revoked upon completion.
No Unauthorized Data Use
Oddr personnel who access a customer tenant do not copy, extract, retain, or use customer data for any purpose other than the specific task requiring access. Customer data encountered during support or maintenance activities is treated as confidential in accordance with Oddr’s confidentiality obligations and NDA terms.
Customer Notification
For customer-initiated support requests, the customer’s act of submitting the request serves as authorization for Oddr personnel to access the tenant as needed to resolve the issue.
For other categories of access (maintenance, security incidents, legal obligations), Oddr provides notification to the customer either in advance or as soon as operationally practical.