Yes, with read-only access and sensible redaction. Logs are the fastest way to confirm what happened to a specific customer, and keeping support out of them is one of the most common reasons tickets escalate to engineering.
The real question is how to give access safely and make it usable for people who don't write the queries every day.
Doing it safely
- Read-only roles scoped to the services support needs
- Redact secrets and sensitive personal data at ingestion
- Audit who searched what
- Use just-in-time access for anything beyond standard logs
Making it useful
- Saved searches by account ID and request ID
- A short guide to the five queries that answer most tickets
- Or a tool that runs the queries as part of investigating the ticket
Decimal queries your log tools with read-only access during each investigation. See our security approach and just-in-time access.