keon routes for passwordless ssh

Being in a very small team means I not only have to do development, but also have to handle L3 support issues. This client had 2 issues -

1. why in the DEV environment, the passwordless ssh only works for some hosts, but not the others
2. why the passwordless ssh from our UAT server to their UAT server doesn't work for their functional id


After spending 40 minutes on the conference call, on the chat, and staring at their tiny shared screen with super tiny fonts, finally noticed a typo in their public key. The ssh public key should start with "ssh-rsa", somehow, on the hosts that failed passwordless ssh, their public key started with "sh-rsa". They apparently cut off the first "s" when they copied/pasted. A typo costs 4 people 40 minutes each? And it took 3 days for the ticket they opened to reach me, and one of them is a VP. Wonder how much that costs the firm.

Issue #2 seemed a more fair question, because they didn't know that the keon access routes for their functional id needed to be setup from our host group to their host group first. Showed them how to use keon website to check the host groups and access routes, and they were happy to setup the keon routes themselves.