OS Intervention Procedure at Client Request [ожидает перевода]

Introduction

OS Intervention is a support service in which INTROSERV support engineers and/or system administrators perform direct actions within a client's operating system. This procedure applies when the client is unable to resolve an issue independently due to lost access, misconfiguration, system-level problems, or when assistance with installation and configuration is required.

Info: OS Intervention is performed only at the client's request and with explicit authorization. The client must provide login credentials for the operating system, as INTROSERV does not have access to this data.

This document specifies the conditions under which OS Intervention is applicable, how to request it, and the responsibilities of both the client and INTROSERV during the intervention process.

Scope of Service

Included:

• Root/Administrator password reset
• Firewall or network configuration recovery when the server becomes unreachable
• SSH/RDP service restoration
• Boot loader repair (GRUB, Windows Boot Manager)
• File system check and repair
• Critical service restart or reconfiguration
• OS-level diagnostics when remote access is unavailable
• Software installation or configuration at client request (including third-party software)

Not Included:

The following tasks are not included in standard OS Intervention but may be available under certain conditions for an additional fee:

• Application-level troubleshooting (databases, web applications, custom software)
• Data recovery from corrupted or deleted files
• Performance optimization or tuning
• Malware removal or security incident response

Tip: To request these services, contact support for details on availability and pricing.

Authorization Requirements

OS Intervention requires explicit authorization from the account owner to ensure secure and verified system access.

To authorize OS Intervention, the client must:

1. Submit a support ticket via the Client Area ticket system
2. Specify the affected server (IP address, Service ID, or Service name)
3. Describe the issue and requested action
4. Provide valid login credentials (username and password). The provided user account should have administrator privileges, as most system operations require elevated access (software installation, service management, etc.). The client may create a dedicated user account for this procedure.

Access Methods

INTROSERV support engineers and system administrators may perform OS Intervention using the following methods, depending on server type and issue:

Method	Description
SSH/RDP	Standard remote access using credentials provided by the client. Primary method for most interventions.
IP-KVM	Remote console access equivalent to physical keyboard/monitor. Available for dedicated servers with IP-KVM option.
Rescue Mode	Server boots into a minimal Linux environment via network, allowing mounting and repair of the main OS filesystem.
VNC Console	Virtual console access for VPS, providing direct access regardless of network configuration.
Data Center Access	Physical access by on-site technicians. Used when remote methods are unavailable or hardware interaction is required.

Procedure

Request Submission

1. Client submits a ticket in the Client Area (Tickets - Add Ticket)
2. Select department: Technical Issues
3. Provide: Server IP, Service ID, or Service name; valid login credentials for the OS; detailed problem description; and any relevant error messages or symptoms
4. Include explicit written authorization for OS-level intervention

Processing

1. Support verifies account ownership and authorization
2. Support engineers assess the issue and select the appropriate access method
3. Intervention is performed with minimal changes necessary to resolve the issue
4. All actions are logged internally. Any clarifications are requested via the same ticket.
5. Client receives a ticket update summarizing completed actions

Response Time

Stage	Timeframe
Initial response	Within 10 minutes
Standard intervention	15-60 minutes
Complex intervention	1-4 hours (client notified if extended timeline applies)

Info: Interventions requiring physical data center access may take longer depending on technician availability and location.

Client Responsibilities

• Provide accurate information about the issue and server configuration
• Ensure current backups exist for critical data
• Remain available for communication during intervention if clarification is needed
• Change passwords and review access credentials after intervention
• Acknowledge that temporary service interruption may occur

Limitations and Disclaimers

• INTROSERV performs interventions on a best-effort basis; resolution is not guaranteed for all issues
• Clients are responsible for maintaining backups; INTROSERV is not liable for data loss during intervention
• Underlying hardware issues detected during intervention will be escalated according to the Hardware Failure Management procedure
• Repeated interventions for preventable issues may be subject to additional review

After Intervention

• Client receives a ticket update summarizing all actions performed
• New credentials (if generated) will be updated in the client's personal account
• Client should verify system access and change passwords if recommended
• Client should review system logs and configurations to prevent recurrence
• Persistent issues should be reported via the same ticket for follow-up

Contact

To request OS Intervention:

• Submit a ticket: Client Area - Tickets - Add Ticket - Technical Issues.
• Live chat: Initial consultation only; ticket confirmation required for intervention.