iGLASS invoices clients monthly based upon the total number of hosts (physical or virtual) and metrics monitored, plus any optional services. A host is defined as any machine, device, node, etc. with a unique IP address or fully qualified domain name you wish to have monitored. Metrics are things like CPU, memory, bandwidth, load, etc. Each host includes 20 metrics, which may be pooled for use on any other host.  Our optional services include inbound call handling, runbook-based remediation, high availability options and tier-2 support. Contact one of our awesome sales staff for additional information.

Since iGLASS is offered under a “Monitoring as a Service” licensing model, all maintenance, updates, upgrades, new releases and 24×7 staffed NOC services are included at no additional charge. iGLASS provides a turn-key network monitoring solution. You pay one low fee per month for just those network devices and metrics you wish to have monitored.

Sorry, that one's a no. iGLASS is offered strictly under a Monitoring as a Service ("MaaS") licensing model. iGLASS has made a multi-million dollar investment in our primary and failover core network facilities, hardware, software, and 24×7 staff. Aside from our locally-installed monitoring servers, there really isn’t a standalone component to our platform—without the core, nothing would function. We’ve also found that stand-alone monitoring platforms often become outdated and quickly lose value unless there is a dedicated team of analysts, programmers, and NOC engineers who are fully trained to operate and maintain that monitoring platform. iGLASS is more than just software—it’s a fully-managed NOC services platform. Our expert staff operate, monitor, and maintain the platform, freeing you to focus on running your business. There is no cost-effective method for us to provide the iGLASS platform as a stand-alone product.

While iGLASS specializes in the midsize to enterprise markets, no customer is too small to benefit from our 24x7 monitoring services. Our average customer typically has between 100 and 1,000 hosts. There are, of course, exceptions. Our smallest customer has just 2 hosts and our largest in excess of 10,000. iGLASS is scalable to meet the needs of customers both large and small. It isn’t so much the quantity but rather how important the infrastructure is to you. If it’s important to your business, it’s important to iGLASS.

Our monitoring plans start at just $900/month. If an outage could cost you more than that (it can), it's really as simple a decision as you'll find.

Well for one thing, we're not a software vendor! We're a provider of outsourced NOC Services. Unlike a software platform like Solar Winds, Nagios, Kaseya or LogicMonitor, iGLASS provides a turn-key, fully managed, US-based, 24x7 monitoring service.

One of our core tenets is also Ownership. Our services are different because we own them. We own our company, we own the technology, and we own up to any mistakes we make and take responsibility. We believe in old-fashioned values like integrity and honesty. We don’t play politics or point fingers. This shines through in every facet of our business.

The “i” in iGLASS refers to information, which is one half of the “information technology” that is your network. The “GLASS” is representative of a magnifying glass. The general idea is we place the health and operation of your (information) technology network under the close scrutiny of a virtual, 24×7 magnifying glass—iGLASS.

Our logo also represents that vision. The top and bottom “swooshes” are representative of an IT network, while the V and dot represent an expert technician (or sentry/guardian) with outstretched arms, watching over that network (and the swooshes + dot look like a watchful eye, too).

Absolutely! For qualified prospects, we offer a 30-day evaluation of our services. To get started, we normally begin with a Web Demo to show you iGLASS in action at real customer sites. No smoke or mirrors here, just real live screens depicting the good, the bad, and the ugly (depending upon what’s going on when we show it to you). Following the Web Demo, we’re happy to offer you a 30-day onsite evaluation to experience the benefits iGLASS has to offer you in your own environment. Serious inquiries only please—thus far, close to 100% of the customers who try iGLASS, keep iGLASS! During evaluations, we do not offer tier-1 or tier-2 remediation, inbound call handling, or custom development. Short of that, you will enjoy the full feature set and power of our platform.

As part of our onboarding process, we’ll provide you with an installation checklist and sample device list. We’ll need a public and private IP address issued for our equipment, and a list of hosts with basic information like IP, hostname, SNMP community string, location and any metrics you desire to have monitored. We’ll assign one of our tier-2 NOC analysts to walk you through the entire onboarding process. If you opt for tier-1 remediation, we’ll also introduce you to one of our NOC managers to start scoping out an initial runbook (we have samples of those too).

Not long at all! 

Of course it depends upon how big your network is, but once we have agreements in place, most customers can expect deployment and onboarding to be completed in just three to four weeks.

If you sign up for runbook-remediation, runbooks are usually developed After we've onboarded your hosts and metrics. Don't worry, you won't be invoiced for remediation until we have at least one runbook in place, and remediation may also be added to any monitoring plan at any time.

iGLASS can monitor any IP-addressable device or application you specify. Even non-addressable devices often may be monitored via 3rd party transponders, contact closure devices, websites, or integration with 3rd party systems. The majority of our monitoring is focused on network infrastructure, servers, applications, websites, synthetic transactions, Syslog, Windows events and SNMP traps. We also have vast experience monitoring HFC networks (DOCSIS/Digital Video), GPON fiber networks (ADTRAN/Calix ONTs) as well as wireless networks (picocells, femtocells, distributed antenna systems (DAS) and wireless access points). 

If you have any questions about what can be monitored with our NOC services, contact us today.

Yes. In addition to our standard “monitoring, alerting, and reporting” services, iGLASS offers optional runbook-based remediation of IT infrastructure outages. We will work with you to develop a runbooks to guide our staff in troubleshooting and fixing common problems encountered in your network. Examples include opening tickets with carriers or vendors, killing/restarting applications, resetting interfaces, rebooting hosts, and executing remote scripts.

Yes. SNMP (v1-v3) is one of many protocols and methods used to monitor customer networks. iGLASS also employs ICMP Ping, TCP, HTTP/S, WMI, JSON, XML, CLI, LogMatch, and custom pollers amongst others.

With some major caveats, yes. Some customers have invested heavily in both manpower and budget to buy, build and deploy existing NMS platforms. What they lack are the 24×7 eyes and ears to act upon alerts after hours, weekends and holidays.

For these customers, iGLASS offers three options:

1) We can simply register and call out on the alert emails we receive.

2) We can register the alert, validate it on your NMS and then either call out or attempt runbook-based remediation to resolve the alert.

3) We can blend our full monitoring solution with one of the first two options.

A key consideration has to do with how many alerts your existing NMS  generates. For this service, we bill per incident, so an NMS generating numerous false-positive alerts can get very expensive, very quickly. If your NMS is finely tuned to generate just actionable alerts, this can be an excellent opportunity to gain 24×7 coverage without increasing your head count. For anyone else, it can be cost prohibitive.

iGLASS offers industry-leading capabilities as a fully-managed network monitoring platform and service, and utilizes multiple methods to filter out the noise and let you sleep at night. If a true outage condition occurs, we’ll either call you or take action to resolve the problem directly.

Absolutely, in fact it’s our specialty. It’s one thing to know a server is pinging or a web page loads up in a browser. It’s quite another to know your underlying critical applications are working and operating as expected. iGLASS uses a variety of methods to monitor applications, including synthetic transactions, multi-step scripts, SQL queries, log parsing, and good old-fashioned manual verification.

The iGLASS NOC Services platform is engineered and built internally. Our primary and DR network cores are built and deployed on AWS VPC, spanning multiple Availability Zones and 2 geographically distinct AWS Regions (both US–based.) Our physical facilities feature Electronic dual-factor access control, CCTV, multiple ISPs, UPS and onsite backup generator which provide for secure and uninterrupted operations 24×7. In the event of a true disaster, iGLASS may also be fully administered and managed remotely, as proven during the COVID-19 pandemic when our entire staff worked remotely. We have a fully developed, and regularly tested, disaster recovery policy in place.

Our NOC staff is second-to-none, averaging over 10 years of experience in network engineering, operations, and management. Our analysts and programmers average more than 20 years of experience. We hire only carefully vetted, highly experienced personnel, perform technical interviews, and enjoy very low attrition in our NOC ranks. All employees are also subject to background checks and confidentiality agreements. New staff go through rigorous, structured training across all service areas and are also required to attend, and pass, regular security training sessions.

Absolutely. For customers wishing to have the most reliable monitoring possible, we do offer the option to install additional monitoring servers in redundant configurations. Ideally, HA servers should be installed in geographically diverse locations, ideally connected via diverse carriers. This helps avoid outages affecting a single region or carrier.

iGLASS maintains a SOC 2 Type 2 Certification and is audited annually. We have well documented policies and procedures ensuring we run a secure business. Our NOC personnel go through regular security awareness training and we also perform regular internal security sweeps, external PEN testing and vulnerability scans. All of our systems are regularly patched and upgraded, and we keep abreast of known vulnerabilities and threats that may impact our systems, or those of our customers.