Providing Access to Meercat for Support Purposes

Alex Apostolou

Overview

In order to investigate issues, provide setup guidance or to troubleshoot reported problems, Meercat Support may require access to any one of your web server and database.

We understand that this kind of access information is sensitive, and are best kept to a need-to-know basis. With this in mind, we will only require access to your systems where it is absolutely necessary.

We have taken every precaution to ensure that our systems which store access information are highly secure. However, there are additional precautions that we advise our customers take before providing us with access credentials.

In all cases where we require access to your systems, we will make it clear to you exactly what access is needed, and why.

Summary of this article

When providing our Support Team with access to one of your systems, it is always best to change the password of staff/admin account being provided to a random password temporarily, while the issue is being traced by us.

Once your issue has been resolved, you should change the passwords of all provided accounts as soon as possible.

In all issues that require access to your systems, the technician will make it clear to you exactly what access he or she needs to, and why.

Access to your systems

Depending on the task which needs to be performed, Meercat Support may require access to one of your systems. Where the system supports user account based access, we strongly advise that you change the password of staff/admin account being provided to a random password for Meercat support for the duration of the issue, with only the essential permissions to your systems.

Change the existing password of user/staff account with a random and complex password.

Once your issue has been resolved, you should change its password as soon as possible.

Please note that we may require access to specific user accounts (such as your own) in order to diagnose user or account-specific problems. In this case, we advise that you change the account’s password before providing us with the credentials, and changing your password again after the issue has been resolved.

Access to the Admin account

More often than not, we will require access to the admin account. Follow the steps outlined in the Access to your systems section of this article.

Firewalls and IP based authentication

If your systems use or are protected by IP address authentication (e.g. if you have a firewall), please let us know and we will provide you with the list of our office IP addresses to allow through.

  • February 12, 2016
  • Alex Apostolou
  • Support
  • 1292

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