[Rancher] How would Rancher Support troubleshoot issues on systems where any external access is not allowed, for reasons of security and compliance?

This document (000020475) is provided subject to the disclaimer at the end of this document.

Resolution

"How are you going to do the support for production systems, particularly for financial institutions that have to comply with PCI-DSS standards and that will not allow external access to the systems?"

Not just for customer systems that need to comply with restrictions but the following is applicable to any customer system that is covered by Rancher Support:

A Rancher Support Engineer will never work on an issue on any customer system directly and with unmonitored access.
Any troubleshooting will be done via a combination of the following:

  • Log collection
  • Over a screen share session and with the customer on a jump box

Should there be very high-security scenarios where troubleshooting via the above is still not possible, Rancher Support can still help troubleshoot issues but help can only be provided in a second-hand manner. That is to say, any response can only be provided to the extent of the sanitized information shared by the Customer, with Rancher Support, and in a back-and-forth request-response transaction that may not be very efficient.

Where such scenarios are well known and access-based support is still sought, Customer is requested to inquire with their Rancher Account Executive or Customer Success Manager for other commercial models of engagement such as Premium Support or via SUSE RGS.

Disclaimer

This Support Knowledgebase provides a valuable tool for SUSE customers and parties interested in our products and solutions to acquire information, ideas and learn from one another. Materials are provided for informational, personal or non-commercial use within your organization and are presented "AS IS" WITHOUT WARRANTY OF ANY KIND.

  • Document ID:000020475
  • Creation Date: 10-Nov-2021
  • Modified Date:10-Nov-2021
    • SUSE Rancher
    • SUSE Rancher Longhorn

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