In order to investigate issues, provide setup guidance or to troubleshoot reported problems, our engineer may require access to your server, database and other systems.

We understand that this kind of access 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 to 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

1. When providing an engineer with access to one of your systems, it is always best to change the password of the administrator/root/staff account being provided to a random temporary password while the issue is being investigated
2. Once your issue has been resolved, you should change the passwords of all provided accounts as soon as possible.
3. In all issues that require access to your systems, the engineer will make it clear to you exactly what he or she needs to access, and why.

ACCESS TO YOUR SYSTEMS

Depending on the task which needs to be performed, our engineer 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 administrator/root/staff account being provided to a random password for the duration of the issue investigation, with only the essential permissions to your systems.

1. Change the existing password of administrator/root/staff account to a random and complex password (minimum 8 characters long with at least 2 numbers and 2 uppercase characters)
2. Once your issue has been resolved, you should change the 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 change the account's password again after the issue has been resolved.

ACCESS TO OTHER SYSTEMS

An engineer may also require access to other systems; such as to your Firewall or Security Appliance when diagnosing problems, or direct access to your database in order to perform repairs.

When providing access to other systems, we advise you follow the procedures described 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.

IF YOU ARE UNABLE TO PROVIDE ACCESS DUE TO COMPANY NETWORK POLICY

If this is the case, please inform us and we will discuss the options with you (such as shared and supervised remote control). 

TEAMVIEWER

IceWarp's Teamviewer License enables us to connect only to Teamviewer 12.

If you are providing us with access to your server via Teamviewer then we would need the Teamviewer ID and Password. With Enhanced multi-user support enabled Teamviewer generates an individual ID for every user who connects to the server using Remote Desktop (RDP) by Microsoft as well as for the physical console. Therefore, parallel and individual work for each session is possible.

The Multi user mode Dialog displays two different IDs :

1. Server ID : TeamViewer ID of the console of the server operating system (as if one were physically sitting in front of the server)
2. User ID : TeamViewer ID of the user logged into this server using RDP

Server ID
Enables us to access your server in an unattended session. This means you do not need to be logged into your server at the same time. For us to access your server in "Server ID" mode you must provide us with :

• Your Teamviewer Server ID and Teamviewer Personal Password
• Your Windows Administrative User Login ID and Password

User ID
Enables us to login to your active session. In this mode you must login to your server first and while we are connected you cannot log out, close or minimize the window (if you are logged in via RDP) as it will lock the remote Teamviewer screen and we will no longer have visibility of your desktop or control of your keyboard or mouse. For us to access your server in "Used ID" mode you only need to provide us with :

• Your Teamviewer User ID and Teamviewer Password