Technical support request procedure [Документация VAS Experts]
Документация VAS Experts Документация VAS Experts-mobile
in

Settings

  • Show page
  • Old revisions
  • Export to PDF
  • Fold/unfold all
  • Backlinks
  • Show page
  • Old revisions
  • Export to PDF
  • Fold/unfold all
  • Backlinks

    • Differences

    This shows you the differences between two versions of the page.

    Link to this comparison view

    Next revision    		Previous revision
    en:dpi:techsupport_info:reglament4support [2018/07/16 20:14] – created kvazikraven:dpi:techsupport_info:reglament4support [2025/09/15 15:08] (current) – [Organizing remote access] elena.krasnobryzh
    Line 1: Line 1:
    -====== The procedure for contacting technical support ======+====== Technical support request procedure ======
     {{indexmenu_n>0}} {{indexmenu_n>0}}
    -:!: IMPORTANT: When contacting technical support, please provide as much information as possible about the system relevant to the problem. A technical support specialist works with many requests at the same time, and is forced allocating some time for analysis of information and if the information is not enough, then the solution to your problem is delayed - by obtaining additional information, waiting for the next moment when the specialist can look at your problem.\\+For prompt and high-quality resolution of your issue, we ask you to fill out the request as thoroughly as possible. Providing complete information from the very beginning significantly speeds up diagnostics and problem resolution, as the specialist does not need to spend time clarifying details and waiting for responses.
      
    -При формировании запроса в техническую поддержку, необходимы следующие сведения: +=====Mandatory information to include in the request===== 
    -  - Версия DPI +Before contacting, ensure your request includes the following data:
    -  - Конфигурация DPI, Утилит или предоставление Удаленного доступа (см ниже) +
    -  - Логи на момент проблемы (/var/log/dpi/*.log, /var/log/messages)+
      
    -:!:ВАЖНО: В технической поддержке для организации удаленного доступа принимается:  +  - DPI Version 
    -  - доступ по SSH ([[dpi:faq:first_install:install_remote_start|ограничение по IP]]) +  - DPI configuration, utilities, or providing [[en:dpi:techsupport_info:reglament4support#organizing_remote_access|remote access]] 
    -  - PPTP +  - Logs at the time of the problem. Paths to key log files: ''/var/log/dpi/*.log'', ''/var/log/messages'' 
    -  - TeamViewer + 
    -Другой способ доступа не принимается.+=====Organizing remote access===== 
     +To connect to your servers, it is necessary to provide remote access to them via SSH (port 22) through the internet or VPN WireGuard with the login **vasexpertsmnt**.\\  
     +Set up SSH access restrictions: **45.151.108.0/23, 94.140.198.64/27, 193.218.143.187, 78.140.234.98, 93.159.236.11, 46.243.181.35, 46.243.181.242**. 
     + 
     +Servers must have internet access. You can check the connection with the command ''ping vasexperts.ru''. 
     + 
     +Two options are available for providing access: 
     +  * Send the SSH login and password. 
     +  * Use a ready-made script to add servers to the remote access system. The script is provided upon request through your manager.