Technical support request procedure [Документация VAS Experts]
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    en:dpi:techsupport_info:reglament4support [2023/09/08 14:34] – external edit 127.0.0.1en:dpi:techsupport_info:reglament4support [2025/09/15 15:08] (current) – [Organizing remote access] elena.krasnobryzh
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    -====== 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 to analyse information within the limited time and if there is not enough information to do so, then your problem solution will be delayed due to obtaining additional information, waiting for the next moment when the specialist can look at your problem, etc.\\+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.
      
    -When contacting the technical support the following information is required: +=====Mandatory information to include in the request===== 
    -  - DPI version +Before contacting, ensure your request includes the following data:
    -  - DPI configuration, special utility or providing Remote access (see below) +
    -  - Logs at the time the problem occurs (/var/log/dpi/*.log, /var/log/messages)+
      
    -:!: IMPORTANT: To organize remote access  technical support accepts the following: +  - DPI Version 
    -  - SSH access ([[en:veos:first_install:install_remote_start|IP restriction]]) +  - 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 + 
    -Another way of remote access is not available.+=====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.