On web interface of your Thinka, goto Settings -> Smart Support, then "Start Thinka Staff Support", and use "Share with Thinka staff" to e-mail it to a Thinka support agent.
Or you can use the Thinka Companion App available from the Appstore. Start the app, select your Thinka and then click on 'Remote Access'. After enabling access you'll see a number that you can send to Thinka support by clicking on 'Share with support'.
Thinka support agents can now access your Thinka, until you disable access to it. No one else (even if they would have the number) but Thinka authorised personnel can access your Thinka.
And besides that, If you want to learn how remote access gets done on Thinka Z-wave please see here