How does Proxmox premium remote SSH support work?

[unsichtbarre]

Proxmox premium license includes remote SSH support. My customers are concerned about opening port 22 on an external firewall and allowing support tech's un-monitored access to their systems.
Does Proxmox require direct SSH access or can they work through a screen-share?

THX,
-JB

 

[BobhWasatch]

What would be the difference security-wise? You will either have to open a port or go through a third-party server that your customers may or may not trust.

Either way support people will need root access.

 

[unsichtbarre]

What would be the difference security-wise? You will either have to open a port or go through a third-party server that your customers may or may not trust.

Either way support people will need root access.

The difference being that internal IT could monitor the work of Proxmox support and "pull the plug" if deemed necessary. It is also not a matter of just trust, but rather internal policy and Proxmox not having an NDA with the user requesting support.

-JB

 

[BobhWasatch]

Maybe you should ask the provider of your support subscription.

 

[unsichtbarre]

That's exactly the point. I am talking about Proxmox premium subscription, with support from Proxmox directly.

THX,
JB

 

[leesteken]

That's exactly the point. I am talking about Proxmox premium subscription, with support from Proxmox directly.

Then contact their sales office directly for concrete answers: https://proxmox.com/en/about/contact . The volunteers o this forum and other randoms strangers on the internet can only guess.

 

[Johannes S]

This was discussed before in the German forum: https://forum.proxmox.com/threads/w...esetzt-enterprise-support.173394/#post-806504

User Bu66aa reported this on their experience:

in der Regel läuft das so ab, dass du ein Ticket beim Support eröffnest und die sich dann bei dir melden. Den Zugang, meist via SSH, stellst du dann temporär zur Verfügung. Oft wird der Zugriff auf die IP-Adressen des Proxmox-Supports beschränkt. Ein permanenter Zugriff von außen ist nicht notwendig.

Translation by deepl:

Usually, you open a ticket with support and they will then contact you. You then provide temporary access, usually via SSH. Access is often restricted to the IP addresses of Proxmox support. Permanent external access is not necessary.

Personally I would trust the security of ssh and the good intentions of Proxmox staff more than TeamViewer, WebEx or MS Teams but to each their own