---
sidebar_position: 6
title: Data access policy for support troubleshooting
description: Policy details for when MotherDuck support accesses your account data during troubleshooting.
---

To help you with certain kinds of MotherDuck issues, it can be helpful for us to access your MotherDuck account. For example, if a specific query on a specific dataset is triggering a bug, it may be necessary for us to access the data and SQL query, and possibly re-run a specific query, to reproduce the issue and diagnose the problem.

A MotherDuck employee may use our community Slack or
email to request your permission to access your MotherDuck account while troubleshooting an issue.
If you give us permission to access to your MotherDuck account for troubleshooting, here is what you need to know:


- Our goal is to understand the issue and resolve the problem. We will make every effort to minimize the amount of time we spend accessing your account and the amount of data we access. We will only access the data we need to investigate and troubleshoot the specific issue.
- Any access to your data will be strictly read-only.
- A MotherDuck employee may pull in other MotherDuck employees during the debugging process. By agreeing to allow us to access your account for troubleshooting an issue, other MotherDuck employees who are asked to help investigate the issue may also access your account, subject to the same terms of this policy, without requesting additional authorization from you.
- We will not share or disclose the data we access while troubleshooting the issue to any third party or non-MotherDuck employee.
- We may make temporary copies of your data while debugging the issue. Any such copies will be permanently deleted once the issue is resolved.
- We may use the data we access in your account to generate a redacted copy of the data to be used for creating a bug report or test.
- The permission you have granted to access your account lapses once this specific issue is resolved.


---

## Docs feedback

MotherDuck accepts optional user-submitted feedback about this page at `POST https://motherduck.com/docs/api/feedback/agent`.
For agents and automated tools, feedback submission should be user-confirmed before sending.

Payload:

```json
{
  "page_path": "/troubleshooting/troubleshooting-access-policy/",
  "page_title": "Data access policy for support troubleshooting",
  "text": "<the user's feedback, max 2000 characters>",
  "source": "<optional identifier for your interface, for example 'claude.ai' or 'chatgpt'>"
}
```

`page_path` and `text` are required; `page_title` and `source` are optional. Responses: `200 {"feedback_id": "<uuid>"}`, `400` for malformed payloads, and `429` when rate-limited.