Remote Support¶
Some issues can only be diagnosed directly on the affected server — for example when a problem is not reproducible on our test systems (Debian 12 and 13). For those cases, NetCell support offers temporary, customer-controlled SSH access.
No VM restart required
A VM restart is not required for updates. After every update the enconf agent checks all critical services (nginx, MariaDB, Postfix, Dovecot, PowerDNS, rspamd, PHP-FPM) and restarts them automatically if needed. Remote access is only requested when an issue on your system cannot be reproduced any other way.
How it works¶
- We ask first. Access is always initiated by NetCell and agreed with you beforehand — never unsolicited.
- You grant it. You add our public key and allow our IP (see below). You retain full control at all times.
- We analyse. We connect, identify the problem directly and fix it or provide a concrete solution.
- You revoke access. When finished, you remove the key again (see Revoke access).
Granting access¶
1. Add the public key¶
Run these three commands one after another as the desired user (as root for root access):
mkdir -p ~/.ssh && chmod 700 ~/.ssh
echo 'ssh-ed25519 AAAAC3NzaC1lZDI1NTE5AAAAIPxrsiOXQOSavHk9lovfRUOcqAudK3pFVOX75fauzUdS NetCell-DEV' >> ~/.ssh/authorized_keys
chmod 600 ~/.ssh/authorized_keys
The key to add:
2. Allow the IP¶
Our support host connects from a fixed address. If your firewall (nftables/fail2ban) restricts SSH to specific sources, allow this IP on port 22:
| Protocol | Address |
|---|---|
| IPv4 | 89.163.205.87 |
No password needed
Access is exclusively via the public key — your root password stays unchanged and is not required by us.
Please let us know once access is ready.
Revoke access¶
When the analysis is complete, remove our key again. This fully revokes access:
Then confirm the line is gone:
If you added a temporary firewall rule for our IP, remove it as well.
Privacy & security¶
- Access is temporary and revoked by you after the analysis.
- Login is exclusively via SSH public key, never by password.
- We connect only after explicit agreement and access only what the analysis requires.
- We tell you transparently about every step we take.