This document outlines our policy on SSH access and its availability.
An SSH account gives you a ‘command line’ on another server where you can run commands local to the server such as unzipping files or making backups.
Jailed SSH is a protected SSH account with access to limited features and commands (limited permission).
User SSH is a less protected SSH account with access to all non-root features and commands (reduced permission).
root SSH is an unprotected SSH account with access to all features and the ability to install and modify software, reboot, etc (full permission).
SCP (Secure Copy) can be used on Jailed, User and Root SSH accounts to transfer files between locations securely.

Supported Servers

Shared Servers – Empire and Enterprise accounts on certain Linux servers (Jailed SSH, SCP).
Integrated Servers – Any Linux (Jailed SSH, SCP, User SSH).
Unmanaged Servers – Any Linux (Any).

Service Level

Shared Servers

Access to SSH or SCP may be interrupted or removed without notice.
Problems with SSH or SCP access will be treated by default with a low priority.
SSH and SCP uptime will not be proactively monitored for availability by SMS.
No SLA is offered on the availability of SSH.

Integrated Servers

Access to SSH or SCP may be interrupted without notice in an emergency.
Access to SSH or SCP may be removed with notice.
Problems with SSH or SCP access will be treated by default with a secondary priority over other services.
SSH and SCP uptime will not be proactively monitored for availability by SMS.
No SLA is offered on the availability of SSH without an additional contract.

SSH Traffic Policy

Data transfer or bandwidth used for SSH and SCP related activities is not reported in any Pipe Ten control panel.
Any data transfer usage above that included within your package may be charged for additionally at Pipe Ten’s discretion based on switch port monitoring and graphing.
All Integrated, Unmanaged and Enterprise server customers can request access to switch port graphing to monitor their own usage by contacting the Pipe Ten Support Team.
You can rate limit an scp transfer with the “-l” flag. For example “scp -l 512 filename.tar user@host.com:~” will limit the transfer to 512 Kbps.

SSH Usage Policy

We request that you keep any large mysqldumps or gzip usage to between the hours of 23:00 and 05:00 in order to reduce load on other services.
You can reduce the processor impact of a task by using the “nice” command. eg. “nice -n 3 gzip”.
Default commands supported in Jailed SSH: cat, chmod/chown, cp, bash, scp, ftp, tail, etc. bunzip2/bzip2, gzip/gunzip, mysql/mysqldump, tar.
Additional commands can be considered for inclusion by contacting the support team with your needs.

Requesting SSH Access

Server customers requiring SSH access should contact support for access.
For shared hosting customers additional validation is required in the form of sending a scanned copy of either your passport, driving license or signed and dated company letterhead as an attachment and the reasons for requiring SSH access. Pipe Ten may also need to migrate your account to a server which supports SSH access so please allow a minimum of 48 hours.
NOTE: The general TOS and AUP available at https://www.pipeten.com/docs/ also apply to SSH services.

Cancelling SSH Access

If you no longer require SSH access or the SSH account will be unused after deployment, please let support know so it can be disabled.

Last changed: 2020/09/17 at 13:50 by Jamie Moynahan

Classification: Public
Last saved: 2024/01/24 at 16:22 by Carl

Policy