• Context:
  • Problems
• Proposed Solution:
  • Technical

Satrack is a Colombian company leader in fleet management, with over 30 years of experience offering services such as GPS tracking, telemetry, live dash-cameras, and remote security.

§Context:

Satrack Customer Service workflow permitted authentication bypass via a ‘Log in AS user’ impersonation capability in the legacy platform. This created a non-attribution gap, as the system could not distinguish between user-authorized actions and unilateral CS staff actions.

§Problems

• User Impersonation: lack of traceability and attribution
• Audit log unreliable for forensic investigations
• Insider threat / Malicious behavior
• Compliance failure SOC2

§Proposed Solution:

Implement Usuario Maestro platform to allow Customer Service securely access user accounts for troubleshooting and support without impersonating users.

§Technical

• Individual Accountability: Every agent is assigned a unique cs_agent_id, ending shadow access

• Role-Based Access Control (RBAC): Hierarchical permissions to ensure CS agents only see and execute what they are allowed to

• Triangulated Logging: Every system event now captures a three-point data set for total clarity:

  • client_id: Whose data was affected
  • user_session_id: The specific session instance
  • actor_id: The specific human (User or Agent) who triggered the event