Google Search Appliance Getting Started Guide - Manual (Page 13)

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Version 7.0
If the GSA is accessible from the Internet, you can just check Enable SSH for Remote Support.
If your GSA is behind a firewall but has access to the Internet, you must initiate a Support Call:
1. Click on the button Test to see if you GSA can connect to the support call server.
2. If this is successful, click on Initiate Call when you want support to access your GSA.
3. After support has resolved your issue, you can end the support call.