If you believe that the problem will require a Plesk Engineer to log in to your server via shell (telnet/ssh/RDP access) you may provide support with server access information. Before we can login to your server we will require you to agree with Plesk's Server Permission Policy. This will give us permission to log in to your server and perform repairs. Issue Resolution Time is normally less for cases where customer permitted Support to access the server.
Note: For security reasons, we strongly advise that you change your passwords when submitting them to our support team. After the problem is resolved, you can then reinstate your regular passwords. Plesk Technical Staff does not retain your login information.
Providing with direct access:
Login to the Help Center and add server access as a reply to ticket.
Note: Since Help Center uses https connection it is secure. After support engineer verifies server access, he removes a reply from ticket and put credentials to special field. This field is flushed then ticket goes to "closed" state.
Alternatively, on Linux servers, you can avoid disclosing passwords by installing our public RSA SSH key into list of authorized keys, by default they are located in
.ssh/authorized_keys file (e.g.
/root/.ssh/authorized_keys). Make sure
PubkeyAuthentication option is enabled in ssh configuration:
# grep PubkeyAuthentication /etc/ssh/sshd_config
Keys may be removed after conclusion of support incident.
If remote access to the server is limited with firewall, please make sure that it is allowed from Plesk Support IP addresses