Occasionally, there may be instances during the support phase provided to you, the support team may requests whether they can gain access to your archive account, for a limited period of time to gather further details of the experience being reported.
There are two options available to you.
Create a Technical Support Access Account:
You would create a Remote Support access account to your archive. This support account would have the Archive Administrator role and Search Administrator roles applied. You would provide the Username and credentials to the support representative who will confirm access to the archive, and may temporarily set a new password, if credential details were provided in a support ticket.
Remote Web Share Session:
Support can also be provided using remote web access services. You can provide your own remote web share service or we can assist and provide.