Tenant support and lifecycle management¶
Draft describing the recorded implementation and intended screens. The staff console is still being built. Guided support, account-status display and some recovery controls need further implementation; deployment and reader acceptance are unverified.
Zerohive separates a person's account, their membership of an organization and the organization's workspace. That distinction matters when something goes wrong: restoring a workspace does not automatically restore a deactivated account, and restoring an account does not grant a missing membership or product license.
Platform support uses the Platform Console to inspect these different layers, help an eligible user and manage workspace access when authorized. A workspace administrator manages their own organization. They do not receive platform-wide support powers simply because they administer that workspace.
Who can help¶
| Responsibility | Who performs it |
|---|---|
| Review workspace and user records | Platform staff with viewing access, including Support, Billing and Administrator roles |
| Start or end a guided support session | Authorized Support or Administrator staff, subject to the session prerequisites |
| Suspend or reinstate a workspace; manage supported feature exceptions | Support or Administrator staff |
| Deactivate or request recovery of a person's account; deprovision a workspace | Administrator staff, with separate safeguards for each action |
| Manage people, assignments and settings inside an organization | Its authorized workspace administrators, using their own administration tools |
For the full platform-role explanation, see platform staff access. These responsibilities do not establish that every intended console control has been deployed.
Receiving guided help¶
Guided support lets an authorized support colleague work through an eligible user's account for a short session. The current backend requires the user's current ten-digit Customer Support ID. The code identifies the target account; it is not the user's password. An inactive account or a platform staff account cannot be used as the target.
The backend rotates that ID when a session starts and limits each support operator to one active session. Sessions are designed to last no more than five minutes. Ending help is a separate action: generating a new Support ID does not terminate an existing session. The current frontend still needs to complete the handoff into the returned session, so a successful request alone is not proof that guided help is working.
See account profile and support controls for the intended user steps. Confirm the identity of the person helping you and share the Support ID only for the support interaction you intend. Keep passwords and verification codes private. If a session's outcome is unclear, ask support to check its state before another attempt.
Understanding access changes¶
| Change | What it means | What it does not establish |
|---|---|---|
| Workspace suspension | Ordinary product access is blocked. An administrator's restricted recovery session is separate from ordinary product access. | It does not deactivate every person's account or erase records. Qualifying payment or capacity recovery can lift a billing suspension, but cannot lift a manual or support pause. |
| Workspace reinstatement | The workspace returns to active state. | Each person still needs an active account, eligible membership and the relevant assignment. Access restoration across services must be checked. |
| Account deactivation | Access through that person's account stops across their memberships. Current roles, memberships and license assignments are retained. | It is not license removal, membership deletion or workspace closure. |
| Account recovery | The same account can become usable again after the recovery operation completes. | A received request is not completed recovery. Assignments removed separately are not recreated. |
| Workspace deprovisioning | The workspace enters a terminal state and its subscription is cancelled. | It is not evidence that every copy of its data or its identity-provider organization has been erased. Export and deletion are separate operations. |
A pause imposed by platform staff requires staff recovery. Staff should establish the recorded recovery category before advising a payment, administrative restore or support action. Some older pauses do not record permission for administrator recovery, so they can need support even when the visible reason looks familiar.
Workspace lifecycle rules and recovery limits are explained in workspace suspension and closure. Account rules and self-service recovery are explained in account deactivation and recovery. An account deactivated by an administrator requires administrator recovery; the self-service route has different eligibility.
Feature exceptions¶
Staff can review supported feature defaults and workspace-specific overrides. An override is an explicit exception; inheriting the default is a different state. Turning a feature on does not purchase a product, allocate a seat, grant a person permission, provision a provider or override governance controls.
Some non-private HiveAI capabilities are enabled by default while remaining subject to licensing, permissions, governance, approved providers and credit controls. Private Cloud remains disabled. Do not interpret a feature switch as confirmation that all of those prerequisites are satisfied.
What managers and executives should expect¶
Use support records to distinguish account, organization and service problems before requesting a broad access change. Establish who owns the decision to suspend, recover or close access and what outcome should be verified. A workspace's member count is not necessarily its allocated-license count; it should not be treated as a precise billing or capacity measure without the relevant license view.
Deactivation retains assignments, which allows controlled recovery but also means that license and role cleanup must be requested separately when appropriate. Closure decisions should address required exports and retention before irreversible steps. No response from a support action is a substitute for checking the resulting state, particularly after an error or interruption.
The documentation is being reviewed against code and final designs. The initial user and business reviewer is assigned, but audience walkthroughs and live delivery verification remain pending.