Resolution

In case it's absolutely necessary for the support team to connect to the appliance, the customer is requested to allow connectivity from a specific IP from our organization to the appliance (TCP port 22).

Typically, this can be done by port forwarding (or destination NAT) on the firewall.
Our public IP to whitelist is 34.76.247.118 .

For security reasons, we only connect directly from our headquarters and not through intermediate clients / jump hosts.

In your communication, confirm the public IP and port number that we can connect to once the necessary configuration is in place which allows us to connect.

It is possible to optionally configure a password for additional security: Configuring the intervention password .

After the intervention, it's recommended to simply disable the firewall rule again.