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COVID-19 Business Continuity
Posted by Jeff H. on 17 March 2020 10:52 AM

rackAID continues to monitor the COVID-19 pandemic. We will act according to national and local guidelines regarding quarantines and best practices.   

As with all IT businesses, we rely on many vendors, service providers, and support teams. We have received business continuity statements from our major infrastructure providers (IBM, AWS, and PhoenixNAP). They have implemented safeguards for their employees as well as assured that services should continue as normal.

rackAID support staff will be working remotely and from home. We have assured that all staff also have redundant internet connectivity from home. They can use our VPN or secured SSH gateways to reach impacted servers securely. At this time, we do not anticipate any service interruptions due to COVID-19.

Firewalls, IDS/IPS

If you are now working from home and cannot reach your services, we may need to make a firewall adjustment. Please open a ticket with the subject of "Firewall Changes." Our team will work with you to add your IP to the firewall. 

We protect our networks with various Intrusion Detection Systems (IDS) and Intrusion Prevention Systems (IPS). Thes systems may automatically block your IP address if you trigger detection rules. If you can no longer access your services, please open a support ticket and include:

  • Your IP address
  • Your user account
  • The service you were trying to access (SSH, FTP, Email, HTTP).

Our team can then remove the block and whitelist your IP. 

We will also be requiring additional identity verification for any service requests that impact security, user credentials, or substantially alter operations. 

All of at rackAID, wish you and your families a safe and healthy journey through this challenging period. 

Jeff Huckaby