Remote Access Not Allowed with Assisted Service

dan_donaldson said 1 year, 1 month ago:

Simply: Why not?

The patient GoDaddy staff and I have been trying to fix a problem on our server for the last 4 weeks now. We are getting nowhere.

They say they cannot let me connect, or allow our third-party vendor (whose site we purchased) to remote in to fix it.

It’s not a technical limitation. Why does Assisted Service preclude remote access? Why can’t you remove Assisted Service without reprovisioning the server?

I like the fact you manage updates and anti-virus scanning, and complete the initial set up – but why can’t we connect as needed?W

steves said 1 year, 1 month ago:

@dan_donaldson

With the assisted service plan we act as the administrator of the server, therefore no root or system-level access to the server is allowed. When you signed up for the assisted service plan this should have been made clear that no third party access would be made available to the server root. If you remove the assisted service plan it should not require a re-provision. If this is what you wish to do I would advise submitting a trouble ticket requesting the service be removed.

http://support.godaddy.com/help/article/4596

-Steve

dan_donaldson said 1 year, 1 month ago:

Hi Steves,

Thanks for the fast reply! I was aware of it – don’t get me wrong. I did not think it would be a big deal until we experienced the problems we have had.

What’s just confusing to me is that our servers at my company have many, many administrators. There is no technical limitation instituted by Microsoft (just CALs) that prevents remote access. Also, I am able to ‘remote in’ the sql server instance on our virtual sever with you guys.

You know it’s not uncommon for vendors my company uses to ‘remote in’ to fix something. Our Security Pros set up the proper penitential and they can work on the issue. A check of the remote access button, add my credtential adn ip, and it’s done.

We are TINY compared to you guys. That’s why I don’t understand why. It is just because of the cost of a CAL? Or something else?

We WANT to pay you money….lol We have prepaid for 24 months of support – more than $2,000. We want you to take care of patches and virus scanning…But we also want to fix this stupid permissions issue that monopolizing everyone’s time.

That being said, when I go to “My Account” page, on the ‘Servers’ link, then ‘OPTIONS’, then the “Customize” tab, and if I remove the Assisted Service Plan, this warning appears:

‘Warning
Upgrading or downgrading a control panel or adding Assisted Service Plan requires that your server be reprovisioned and our latest version of the operating system reloaded. Reprovisioning erases all of the content on the hard drive. All of your data will be lost. We strongly recommend that you back up your data before initiating the control panel installation. Reprovisioning and control panel installation will not occur until you initiate the process from the Hosting Control Center. Therefore, you can continue with your purchase and initiate the reprovision after you have backed up your server hard drive.”

Are you sure that if we remove the Assisted Service plan that everything will remain as is? We’d really rather not do this.

Thanks

Baillee said 1 year, 1 month ago:

@dan_donaldson

If you remove the assisted plan from your server, we will not reprovision it. You can also add this back to the server at any time.

Baillee

dan_donaldson said 1 year, 1 month ago:

Thank you everyone. One final question/clarification:

Two tech support tell me that once Assisted Service is removed, it cannot be re-added unless the server is re-provisioned; but now Baillee is telling the opposite..can someone please clarify?

Thanks

JasonP said 1 year, 1 month ago:

@dan_donaldson

I am sorry if we appear to be giving conflicting information. To clarify, when we remove the Assisted Service, the server does not need to be provisioned. You are able to add the service back, however, adding Assisted Service to a server requires a reprovision.

Jason