"iGLASS has helped us reduce VOD refunds by up to 43%, saving us thousands of dollars per month."

—Call Center Manager, TWC

Frequently Asked Questions

Do I need to install software on my computer to use iGLASS?
What are the hardware requirements for an iGLASS deployment?
Do you sell iGLASS for stand alone use?
What can be monitored with iGLASS?
Is SNMP the only protocol you support?
How do you securely access our private network?
How reliable is your NOC facility?
How qualified are your NOC personnel?
How big do we need to be to use iGLASS?
Can iGLASS integrate with our other tools?
Is iGLASS built on top of some other platform?
How do you charge for iGLASS NOC Services?
What does it cost for maintenance and updates?
How long does it take to deploy iGLASS?
What steps should I take to try iGLASS?

Do I need to install software on my computer to use iGLASS?
iGLASS is Internet-based and therefore accessible from where ever you have a computer and Internet connection. The only software required for access is an Internet browser capable of supporting SSL encryption.

What are the hardware requirements for an iGLASS deployment?
iGLASS is licensed under a Software as a Service (SaaS) model. As a result, all hardware, software, maintenance and NOC services are included as part of the solution. For most installations, iGLASS will need approximately 3 RU of rack space in your headend or data center and single 110 volt outlet, preferably on UPS.

Do you sell iGLASS for stand alone use?
No we do not. iGLASS is offered strictly under a SaaS licensing model. Our experience has shown that stand-alone monitoring tools too often become outdated and ineffective unless a dedicated staff of analysts, programmers and NOC staff are hired and trained to maintain and improve it. By outsourcing it to iGLASS, we do all of that for you, allowing you to focus on running your business.

What can be monitored with iGLASS?
Any device with an IP address may be monitored by iGLASS. In fact, many devices without IP addresses may also be monitored via 3rd party transponders, contact closure devices, or integration with 3rd party systems.

Is SNMP the only protocol you support?
SNMP is one of many protocols and methods used to monitor your network. iGLASS also employs Ping, SYSLOG, NT Event Logs, Call Level Interface (CLI) Commands, custom pollers and screen scraping amongst others.

How do you securely access our private network?
iGLASS deploys SonicWALL firewall appliances with each installation. Each SonicWALL maintains a 3DES encrypted VPN tunnel back to the iGLASS NOC, providing a link to your private network while maintaining the highest level of security available. All user logins also utilize SSL encryption for added security.

How reliable is your NOC facility?
Our NOC resides in a hardened facility in Cary, NC. Electronic access control, CCTV, a dedicated fiber node, multiple ISPs and onsite generator provide for secure and uninterrupted operations 24x7. In the event of a true disaster, iGLASS may also be administered and operated remotely from employee homes.

How qualified are your NOC personnel?
Our NOC staff is second to none with an average of at least 10 years experience in network engineering & operations. Our analysts and programmers have an average of 20 years experience.

How big do we need to be to use iGLASS?
Our smallest customer has fewer than 10 devices monitored. Our largest has more than 1,000,000. iGLASS is scalable to meet the needs of customers large and small. It isn't the quantity so much as the critical nature of the equipment to be monitored. If it's important to your business, it's important to iGLASS.

Can iGLASS integrate with our other tools?
iGLASS may be integrated with 3rd party tools via our XML API, structured emails, SNMP, web portals and other various methods. iGLASS may both receive telemetry from, and send telemetry to, 3rd party tools.

Is iGLASS built on top of some other platform?
No. Some other tools are built on top of popular monitoring systems. We found those to be too restrictive and decided long ago to build iGLASS from the ground up. The greatest benefit of that choice has been our flexibility and adaptability to the tackle the many different challenges our customers face.

How do you charge for iGLASS NOC Services?
iGLASS bills our customers either monthly or quarterly based upon the total number of devices monitored. As you grow, iGLASS grows with you. You may add or subtract what we monitor for you at any time. The more we monitor, the less you pay per device.

What does it cost for maintenance and updates?
Since iGLASS is offered under a SaaS model, all maintenance, updates, upgrades, new releases and 24x7 staffed NOC services are included at no additional charge.

How long does it take to deploy iGLASS?
Most installations take 1-2 days. Full deployment is usually accomplished in less than 2 weeks.

What steps should I take to try iGLASS?
Words are nice, but as they say, a picture is worth 1,000 words. With that in mind, we'd love to show you a live WebEx of iGLASS in action at a real customer site. No smoke, no mirrors, just real live screens depicting the good, the bad and the ugly (depending upon the day and time we show it to you).

Following the WebEx, we're also happy to offer you a 30-day onsite evaluation of the iGLASS service to experience the benefits yourself. Thus far, 100% of the customers who try iGLASS, buy iGLASS. Click on the "Request Live Demo" button above to get started.