iGLASS Networks

FAQs

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FAQs

Frequently Asked Questions

How big do we need to be to use iGLASS?
Do you also fix detected problems?
What platforms do you support?
Does iGLASS use SNMP?
Do I need to install software on my computer to use NOC services from iGLASS?
Is iGLASS built ontop of some other platform?
How do you securely access our private network?
How qualified are your NOC personnel?
How reliable are your NOC facilities?
Do I need a VPN connection to access your outsourced NOC services?
Can your NOC answer the phone for us as "Customer NOC"?
Can we restrict access by user role?
If we partner with iGLASS, can our logo appear on the Internet portal?
Is iGLASS built on top of some other platform?
Can we integrate your platform with our existing tools?
What steps should I take to try iGLASS?
How does iGLASS charge for their services?
What makes iGLASS different?
Do your services support Syslog or SNMP traps?
How long does it take to deploy iGLASS?
What are the hardware requirements for iGLASS?
What if your probe loses its Internet connection or fails?
Is iGLASS available for purchase?
What does it cost for maintenance and updates?
Do your services come with a trouble-ticketing system?
Can your NOC answer the phone for us as "Customer Noc"?

How big do we need to be to use iGLASS?
Our smallest customer has fewer than 10 devices monitored. Our largest has more than 5,000. 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.

Do you also fix detected problems?
Absolutely! In addition to standard "observe and report" services, iGLASS offers optional Tier-1 remediation of certain types network outages. We will work with you to develop a "run book" to troubleshoot and fix common issues affecting the proper functioning of your network.

What platforms do you support?
iGLASS can monitor your network on most any platform. While our polling servers usually run on a hardened version of Linux, they may also run under VMware, Citrix or a Cloud platform like Amazon's EC2. Monitored devices may run on UNIX, Linux, Windows, MAC and many others.

Does iGLASS use SNMP?
SNMP is one of many protocols and methods used to monitor your network. iGLASS also employs Ping, XML, TL1, CLI, WMI and custom pollers amongst others.

Do I need to install software on my computer to use NOC services from iGLASS?

You don't need to install any additional software because our NOC services are Internet-based and therefore accessible from wherever you have a computer and Internet connection. The only software required for access is an Internet browser capable of supporting SSL encryption.

Is iGLASS built ontop of some other platform?

No. Some other network monitoring service tools are built on top of open source or commercial 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 tackle the many different challenges our customers face. With iGLASS, you’re getting one of the most robust sets of monitoring tools for your network.

How do you securely access our private network?
Prior to deployment, we would ask you for a static public and private IP for our dedicated use. iGLASS deploys onsite polling server(s) and SonicWALL firewall appliances with each installation. The server(s) have multiple NICs and the SonicWALL establishes and maintains an AES256-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 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 reliable are your NOC facilities?
Our NOC services and network cores are built upon a warm-failover, fully redundant network architecture, which is hosted in carrier-class hardened facilities. Electronic access control, CCTV, multiple ISPs, UPS, raised floors and onsite backup generators provide for secure and uninterrupted operations 24x7. In the event of a true disaster, iGLASS may also be administered remotely.

Do I need a VPN connection to access your outsourced NOC services?
No, you do not require a VPN connection to access our outsourced NOC center. iGLASS uses Secure Sockets Layer (SSL) encryption on its Internet portal, eliminating the need for a VPN connection. SSL encryption is the most user friendly, as well as the most secure.

Can your NOC answer the phone for us as "Customer NOC"?
For some customers, where they don't have the staff to answer their phones 24 hours a day, iGLASS will take inbound calls forwarded from your toll-free number to a dedicated line in our NOC. Our IP phones tell us how to answer the phone, and we will typically take the call, open a ticket and notify your personnel. We do not provide technical support services and in-bound calls are restricted to customer IT staff and/or vendor partners. There is a nominal upcharge for this kind of service.

Can we restrict access by user role?
Yes. User access may be restricted by individual login or group profile. Some customers create groups based upon the role of their end users (customer care, IT, management, etc.). Our NOC services can also restrict access to a group of machines, individual functions or even to a specific port on a router. This is handy for granting logins to commercial customers when connected to shared resources.

If we partner with iGLASS, can our logo appear on the Internet portal?
Absolutely. If you become an Affiliate Partner, you have the option of branding our Internet Portal with either your own logo or each individual customer's logo. Our Affiliate Partners also enjoy 24/7 U.S.-based network monitoring services support, trouble-ticketing system, no annual fee and more.

Is iGLASS built on top of some other platform?
No. Some other tools are built on top of open source or commercial 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.

Can we integrate your platform with our existing tools?
Yes, you may integrate our platform with existing tools such as an IVR or trouble-ticketing system. We offer an XML API, structured emails, and other potentially custom options. iGLASS may also receive and alarm on telemetry sent from3rd party tools. These options allow you to customize your NOC to meet your exact specifications.

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 "Seeing is believing" button to your left to get started.

How does iGLASS charge for their services?
We bill our customers monthly 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. Contact us today for a quote!

What makes iGLASS different?
In a word, 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 shows through in every facet of our business.

Do your services support Syslog or SNMP traps?

We support both Syslog and SNMP traps from any monitored device. With our network monitoring services, in-bound telemetry is processed in real-time. We utilize a flexible rules-based engine to separate the important stuff from the "noise" so you can be sure that when we catch something,it's false alarm. Hundreds of rules will work out of the box, and our engineers will work with you to customize alert severity.

How long does it take to deploy iGLASS?

Not long at all. We know that you're working on a tight schedule, so most installations can happen in 1-2 days. Full deployment can typically be accomplished in less than 2 weeks.

What are the hardware requirements for iGLASS?

We are licensed under a Software as a Service (SaaS) model. As a result, all hardware, software, maintenance and NOC services are included. For most installations, we have an onsite data collection server or "probe". We'll need approximately 2RU of rack space in your data center or headend and a single 110 volt outlet, preferably on UPS. As an option, we may also run our probe on a VM or other cloud-based host, or even monitor your public IP space over the Internet. We also offer a "plug computer" option for smaller customers (those with fewer than 20 devices to monitor).

What if your probe loses its Internet connection or fails?

In addition to monitoring your network, we also monitor our own network. If that connection is lost due to our network core, we'll know about it instantly and notify you or your data center provider. Our probe will continue monitoring your network performance, even when disconnected from the Internet, and will "sync" with our core once connectivity is re-established. Any queued alerts received will then immediately go out and historical data will be updated. In the event of a critical hardware failure, we'll ship a replacement server priority overnight.

Is iGLASS available for purchase?

No, iGLASS is strictly under a SaaS licensing model. we've found that stand-alone monitoring tools often become outdated and ineffective. That is, unless there is a dedicated staff of analysts, programmers and NOC staff who are fully trained to maintain and develop the network monitoring solution implemented. With iGLASS, the brains and brawn of our platform reside in our multi-million dollar network core. There is no cost-effective method of providing that core in a stand-alone product.

What does it cost for maintenance and updates?
Since iGLASS is offered under a SaaS licensing model, all maintenance, updates, upgrades, new releases and 24x7 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 you wish to have monitored.

Do your services come with a trouble-ticketing system?
Yes, we have an extensive trouble-ticketing system built-in to our Internet portal. Critical outages generate trouble-tickets automatically. Each time we have a touchpoint with you or a 3rd party (carriers, ISPs, vendors, etc.), we update the trouble-ticket. You can even opt for email alerts every time there is an update.

Can your NOC answer the phone for us as "Customer NOC"?
For some customers, they don't have the staff to answer their phones 24 hours a day. In that event, we will take inbound calls forwarded from your toll-free number to a dedicated line in our NOC. Our IP phones tell us how to answer the phone, and we will typically take the call, open a ticket and notify your personnel. We do not provide technical support services, and in-bound calls are restricted to customer IT staff and/or vendor partners. There is a nominal upcharge for this kind of service.