Yes,
Sometimes you won't get same good person at 24/7 monitoring services.
I always make sure that the person who backup my server at Dialtone is John Comeau or William Lanning or the cleverest is Kyle Sparger.
They are the best and Dream Team for technical support at DI.
except the 3 of them, I never agree anyone want to backup or doing something on my server..:):)

Just make sure you change your root password every week, and also make sure you give the right person your root password.

Best Regards
Adhytia Wisnu Sasmita

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