In normal cases Percona will access your systems by logging in from our login server, which has our SSH key loaded. This is a simple, secure, and fast way for us to reach your servers.
Alternative Remote Access
If you have different access requirements we will gladly comply, but it may cause our work to take longer and hence cost you more. This is particularly the case when we have to use:
- A proprietary VPN
- A browser-based or graphical remote access protocol
- Any tool without a commandline interface
- A custom virtual machine to satisfy your VPN
Single Login Account Strongly Preferred
We generally request that you grant a single login that can be shared among all of Percona's consultants. However we understand that some customers require access to be granted only to named individuals. This is fine, but again, it takes longer and is restrictive in the event of an emergency or need for another consultant to become involved. You must weigh these costs and restrictions against your needs.
We Cannot Guarantee That We Will Be Able to Help Immediately in Emergencies.
If access is restricted or limited to a small number of support or RDBA experts, and your emergency is outside of their working hours, Percona can decline disrupting their non-working hours to handle an emergency.
Percona Consulting services do not cover emergency service. Emergence service is handled by either Support or RDBA services.
Note. Percona cannot place a few people on-call 24x7x365 simply because they are the only ones granted access to your systems. Percona will not share individually granted accounts among other consultants.
Time spent on maintaining and documenting individualized accounts is billable.
Known Access Times
Our consultants have been instructed to explicitly schedule all time on your systems. You should always know in advance who will access your systems, when they will do it, and approximately when they should be finished.
It is usually good for your staff to be accessible on standby when we are accessing your systems. Clarifying information may be needed, or troubleshooting help in our gaining access.