Uptime Basics limits administrative access according to the work an authorized staff member needs to perform. Access may be required to answer a support request, troubleshoot monitoring, manage an account or subscription, operate and secure the service, investigate suspected abuse, or comply with a legal obligation.
When support may access your information
When you ask for help, authorized staff may review information reasonably related to the request. Depending on the issue, this can include:
- Your account identifier, contact information, plan, account status, and relevant preferences.
- Monitor names, URLs, intervals, timeouts, accepted status codes, and enabled features.
- Recent checks, incidents, diagnostics, alert history, expiry-monitoring results, and status-page configuration.
- Plan, trial, subscription, invoice, payment status, and usage-limit information for billing assistance.
- Internal support notes and the history of privileged administrative actions related to the account.
Please include only the information needed to explain the problem. Support may ask you to confirm a monitor name, approximate time, or error message so the review can be narrowed to the affected area.
Access is separated by job responsibility
Monitoring support can review monitor configuration and operational results needed to diagnose a problem. Routine technical views mask saved authorization headers, cookies, API keys, basic-auth passwords, and similar request secrets. Monitoring support does not manage payment methods or subscriptions.
Billing support can review account and billing contact information, plan and subscription status, trial state, invoices, payment status, and usage limits. Billing support does not receive monitor diagnostics, check logs, or saved request secrets through its billing workspace.
A small number of restricted platform administrators can access broader operational information when necessary to operate or secure the service, investigate abuse, respond to a legal request, or administer access controls.
Safeguards applied to support access
- Administrative access is authenticated, role restricted, and limited to authorized personnel.
- Privileged dashboard views and changes are recorded in the administrative audit log.
- A support reason is required before staff can save a change to a customer monitor.
- Saved request secrets are masked in routine technical support views.
- Access records can be reviewed for security, compliance, and internal investigation.
- Support impersonation or login-as-customer access is not part of the current support workflow.
Information support cannot see or will not request
Uptime Basics support will not ask you to send:
- Your account password.
- An authenticator-app code or authenticator setup secret.
- An email or SMS verification code.
- A complete payment card or bank-account number.
- A plaintext authorization header, cookie, API key, or protected-endpoint password in a support message.
Passwords, authenticator secrets, and verification codes are not displayed in routine support tools. Stripe processes payment methods; Uptime Basics does not store or display complete payment card numbers.
If someone claiming to represent Uptime Basics asks for one of these values, do not provide it. Contact Uptime Basics Support through the address published on this website.
Changes made with support assistance
If support changes a monitor for you, the staff member must record a reason. Ask support to describe the proposed change before it is applied. Review the monitor after the change and confirm that its URL, schedule, accepted status codes, headers, authentication choice, alerts, and status-page settings remain correct.
Privacy or access questions
Email support@uptimebasics.com if you have a question about support access, believe information was accessed incorrectly, or need help understanding an administrative change. Include your account email and the approximate date of the event, but do not include credentials or verification codes.