You are an installer and you do not have access to your customer's user data. You are in the frame of the RGPD. The user has not given you access to his data. In this mode you can only see the Timeline for remote support.
On your IMEON Online monitoring interface, on the "INSTALLATIONS" page, "Imeon" tab, you can easily identify users who do not share their data. A pictogram of a crossed-out eye is shown to the left of the line corresponding to the installation (as shown below).
In order for the user to authorize data sharing, they must log into their IMEON Online interface, and they must then check the "share my data" option in their "my account" tab.