Why Environment Access is Essential for Issue Resolution
At Surfly, our goal is to help you resolve issues quickly and effectively. To do this, we need to reproduce the problem on our side, in our own browser and on our own machines. This sometimes requires access to a restricted environment on your side, for example through login credentials or network access.
Why environment access matters
Root Cause Investigation
Surfly is a browser-based solution. Many issues require us to analyze what happens inside the browser. Since we cannot directly access your browser session, we must reproduce the issue ourselves.
The alternative is for you to grant us long-term access to your own browser while you reproduce the problem. This is impractical as investigations often take hours, which disrupts your work and slows our efficiency.
Testing and Fixes
Troubleshooting and developing a fix is rarely a one-time step. We need to test and retest solutions. That is only possible if we can reproduce the issue locally.
Accuracy and Speed
Investigating without access is like asking a mechanic to explain why a car broke down without ever opening the hood. We want to avoid guesswork and provide clear, accurate solutions as quickly as possible.
Addressing security and privacy concerns
We understand the importance of security and privacy. That is why:
We never require access to production unless absolutely necessary.
We are comfortable working in staging, demo, or test environments as long as the issue is reproducible there.
We are open to signing NDA if required.
If your application is private, you can restrict access by allowing Surfly VPN connections only, instead of opening it to the internet.
Without this access and clear Steps to reproduce an 'issue', we cannot guarantee timely resolution. While we will always do our best, meaningful investigation and fixes depend on being able to see the problem in action.