Fanatical Support for AWS
Product Guide


Network Connectivity

When initiating an access request, one of the required parameters is the source IP address that traffic will be initiated from inbound to the bastion instance. Rackers logging into your environment will actually proxy their traffic via the Rackspace shared support bastions before reaching their bastion instance in your VPC. Security groups are used to restrict inbound traffic to the bastion instance to SSH (TCP port 22) from the source IP specified in the access request.

Security groups are also used to allow traffic from the bastion inbound to your other EC2 instances. In an attempt to avoid the default AWS limit of five security groups per EC2 instance, a single security group is leveraged per EC2 instance regardless of the number of bastions active in your environment at any point in time. Each instance’s bastion security group contains a list of all bastions that correspond to valid access requests for the instance in question. Once the final access request is completed or expires, the security group is automatically removed.

There are a couple of important considerations to account for in order to avoid interfering with the bastion service:

  1. It is important to ensure that no more than four security groups per EC2 instance are used on your account in order to allow for a fifth security group to be provisioned on-demand for bastion access. If five security groups are already in use and you have the default AWS limits, the bastion access request could fail and delay Racker troubleshooting of issues impacting your environment.
  2. Network ACLs (NACLs) have the potential to interfere with the specific traffic flows expected to be allowed by security groups, and could delay Racker troubleshooting of issues impacting your environment. Please contact your Support team prior to implementing NACLs so that we can help you avoid this issue.

Preferred Subnet

After creating an access request, Passport provisions a bastion for establishing secure connections to your EC2 instances. To provision the bastion, Passport needs a public subnet that allows traffic to the Internet Gateway for your VPC.

By default, Passport will try to find a suitable public subnet itself, which works for most customers. However, Passport may have difficulty finding a suitable public subnet in some environments, which may cause Passport errors.

If you have a particular subnet you want Passport to use, you can specify your preferred Passport subnet by simply creating the tag passport=true for the subnet. Passport can associate only one subnet with the bastion, so if a particular VPC has multiple subnets with the tag passport=true, Passport will try using the first subnet it finds. This may be undesirable, so we recommend that a VPC has only one preferred Passport subnet.

If you have no preferred Passport subnet, Passport falls back to automatically finding a default subnet. If you have subnets that you definitely do not want Passport to try using as the default subnet, you can create the tag passport=false for those subnets. This is valuable if you want to blacklist particular subnets from being used by Passport.


Rackspace uses the ScaleFT Access offering from ScaleFT to generate temporary, short-lived (5 minute) authentication certificates for SSH and RDP that are signed by unique managed certificate authorities placed on each EC2 instance by the ScaleFT agent. The certificates are downloaded to a registered client workstation being used by an authenticated user, and rotation is managed every 5 minutes while a valid, non-expired access request is present in the bastion service.

ScaleFT Access is used to provide authentication to both the bastion instance and other EC2 instances in your environment.


All bastion instances and security groups created by Passport are tagged with the following keys:

  • Application (always has a value of “Rackspace Fanatical Support for AWS - Passport”)
  • PassportRequestId
  • PassportRequestedBy
  • PassportRequestorType (denotes whether the access request was created by a customer or a Racker)