Solutions Engineering Access
What this is
Solutions Engineering (SE) access allows Protege AI staff to view or edit your Hookshot™ workspace configuration for support, debugging, and setup assistance. It is a controlled overlay that does not create a normal workspace membership.
When to use it
Use this page when you need to:
Grant Protege AI support staff access to your workspace
Review or revoke an existing SE access grant
Understand what SE users can and cannot do
What you need first
Workspace owner or admin role
A request from Protege AI support ([email protected]) identifying the access level needed
Steps
1. Open SE Access settings
Go to Settings and find the Solutions Engineer Access section.
This section is visible only to workspace owners and admins.
2. Choose the access level
Read
View workspace configuration, teams, people, Protege setup, and integrations
Write
Edit workspace configuration, manage teams, configure Proteges, and modify settings
Read access is appropriate for diagnostic sessions. Write access is appropriate when Protege AI staff need to adjust configuration on your behalf.
3. Choose the duration
7 days
Access expires after 7 days
30 days
Access expires after 30 days
90 days
Access expires after 90 days
Standing
Remains active until manually revoked
Use the shortest duration that covers the support need. Standing access should be reserved for ongoing partnerships.
4. Enable access
Select the level and duration, then choose Enable. The grant becomes active immediately.
5. Review active grants
The SE Access section shows:
The current access level
The grant mode (temporary or standing)
When the grant was activated
When it will expire (if temporary)
6. Revoke access
If you want to end access before the expiry date, choose Revoke. The grant status changes immediately and the SE user loses access on their next session.
What SE users can see
Read access: Workspace settings, teams and people, Protege configurations, integration connections, Event Feed, and Audit
Write access: Everything from read access, plus the ability to edit workspace settings, manage teams and people, create and edit Proteges, and configure integrations
What SE users cannot do
Manage billing, plans, or payment methods
Grant or modify their own SE access
Access workspaces where no SE grant exists
Bypass the access level they were granted (read-only users cannot edit)
SE overlay behavior
When an SE user has active access, they:
Can see all teams in the workspace, not just one team
Do not appear as a workspace member in the People list
Do not receive workspace notifications or emails
Are not counted against your seat limit
SE access is a support overlay, not a membership. SE users are Protege AI staff who enter your workspace for a defined period and purpose. They do not become workspace members.
Sandbox and environment access
SE access is granted per workspace. If your workspace is linked to a sandbox environment, granting SE access to the production workspace does not automatically grant access to the sandbox — and vice versa.
To give an SE user access to both environments:
Grant SE access in the production workspace's Settings page
Switch to the sandbox workspace (using the workspace picker in the sidebar)
Grant SE access in the sandbox workspace's Settings page
Each environment's SE access is independently controlled. You can choose different access levels or durations for each. For example, you might grant standing write access to the sandbox for ongoing configuration work, but only temporary read access to production for a specific diagnostic session.
When an SE user has active access to both environments, the sidebar workspace picker shows both the production and sandbox workspaces. The sandbox entry is labeled with Sandbox so you can tell the environments apart at a glance.
SE access in a sandbox workspace is subject to the same sandbox restrictions as regular membership — team and people administration is inherited from the production workspace and cannot be changed independently.
See Environments and Sandbox for more on how production and sandbox workspaces are linked.
When access expires
Temporary grants automatically expire at the end of their duration. When a grant expires:
The SE user can no longer access the workspace
No data is removed or changed
The grant record remains visible in the SE Access section for audit purposes
How to verify
The SE Access section shows the correct level and duration
The expiry date matches the duration you selected
Revoking access immediately removes the SE user's ability to enter the workspace
Common failures
Granting write access when read access would suffice
Choosing standing access when a temporary grant covers the need
Forgetting to revoke access after a support engagement ends
Confusing SE access with workspace membership
Assuming SE access to the production workspace also grants access to the sandbox
Next step
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