Don't require root password just to look into a ticket

Discussion in 'Suggestions' started by turbo2ltr, Aug 13, 2014.

  1. turbo2ltr

    turbo2ltr Member

    I submitted a ticket today because the server load was very high. Now of course the first thing I do when I see high load is to see if there is a reason for it in my VPS. I felt from what I could tell, it wasn't my VPS causing the issue, so I submitted a ticket asking to look into the SSD14 node load.

    As usual I got a very quick reply. Unfortunately it basically said "sorry I can't do anything until you give me your root password".

    Maybe I do not understand the information available to the techs, but I would assume that they could look at the hypervisor and see if there is a container that is hogging resources? Why do I have to enable root password logins and change my root password, just so they can tell me "oh yeah it's not you".

    The tech gave these reasons:
    a) Confirmation of ownership. (Why? I'm not asking them to make changes, but simply asking you to look into the status of YOUR hardware.)
    b) Review your current load. (just ask, I'll give you a link to a live site that shows the load without having to go through the trouble on my end)
    c) Determine the source of the issue. (Wouldn't it be easier to localize it to a container by looking at ALL the containers before you go looking for the issue in a particular one? Troubleshooting 101.)

    In the end I just closed the ticket as, after 30 minutes, it seems the sever has recovered and load is almost back to normal.

    I just wish you guys would make provisions to use public keys instead of passwords.
     
  2. KH-Jonathan

    KH-Jonathan Director of Managed Services Staff Member

    This is standard procedure for us. When a ticket is opened, a tech takes ownership of it as to not bounce it around between different people, etc. When this happens we send a reply to let you know that we're starting to look into what you sent us. Maybe it's an issue, maybe it's a simple question - we don't know yet at this point, we're just letting you know someone is on it and who you will be working with.

    We do this through some internal monitoring systems. More detail about checking things node-side below.

    We do. Standard procedure is also to get a working root password at the beginning of the ticket so that if the ticket does go through replies and even gets passed to another tech we're not fiddling around trying to get it later.

    This is in the works. I agree that this would be a far-superior way to handle support. Unfortunately getting setup to be able to work this way takes time and custom development. Great things are coming, stick around and you'll see ;)

    Not every tech has access to the hypervisor itself - that's generally unnecessary and it's much safer to just keep things locked down as much as possible. We do always have folks on shift that do have this access should issues arise that need to be handled at that level, but just not every tech.

    I hope this can help to clear up some of your frustrations. I do appreciate your constructive criticism. We're always looking for ways to improve and this will help us do just that.
     
    Last edited by a moderator: Aug 14, 2014
  3. turbo2ltr

    turbo2ltr Member

    Thanks for the informative reply! Looking forward to the improvements.
     
  4. Dion

    Dion Member

    Jonathan, you might want to fix the typo in your post. At least I hope it's a typo. ;)
     
  5. KH-DanielP

    KH-DanielP KH-COO Staff Member

    LoL, Good catch, I fixed it for him ;)
     
  6. KH-Jonathan

    KH-Jonathan Director of Managed Services Staff Member

    Daniel just told me what I did lol. Definitely a typo.
     
  7. Dion

    Dion Member

    Oh geez, that was supposed to be a private message...sorry about that!
     
  8. KH-Jonathan

    KH-Jonathan Director of Managed Services Staff Member

    It's all good. Gave us a good laugh :)
     
  9. turbo2ltr

    turbo2ltr Member

    Any update on using public key access?

    I leave root password login enabled for you guys...
     
  10. KH-Jonathan

    KH-Jonathan Director of Managed Services Staff Member

    Unfortunately not, though we've made some big improvements to our temporary internal storage standards for these passwords.
     

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