Hi Will,

User setup does have many areas where permissions/access can be setup.

Unfortunately there isn't an easy quick access or not option for the "Disconnect" ability in web sessions. But if this area is grayed out or not available there will likely be an area setup within the user preventing this.

I'd recommend starting with reviewing the Setup-User area as this is where a lot of access and permissions are established. You could also compare these users with other users who do have this ability to see where the difference is.

You could always reach out to your business partner, or create a support case so we can help troubleshoot this in greater detail with you.