FAQ - iGLASS Networks

Frequently Asked Questions

Architecture

How does iGLASS securely access our private networks?

For most typical deployments, iGLASS utilizes a locally installed, security-hardened monitoring server and SonicWALL (VPN) firewall with each installation (both are included at no additional charge.) The server has multiple NICs and the SonicWALL establishes and maintains highly-encrypted IPsec tunnels back to our core facilities. This architecture provides us with a reliable link to your private IP network space, while also maintaining a high degree of security. In environments where a physical polling server isn’t possible (or desired), iGLASS may optionally deploy as a virtual server under VMware, Citrix, Azure, EC2 or similar virtual environments.

What are the hardware requirements for iGLASS?

There aren't any! iGLASS is licensed under a Software as a Service (SaaS) model, and so all hardware, software, maintenance and NOC services are included in our monthly service fees. For most installations, we utilize an onsite monitoring server or “probe” manufactured by Dell to our specifications. We also provide a SonicWALL TZ-series firewall. We’ll need approximately 2RU of rack space in your data center or headend and two 110 volt outlets, preferably on UPS. As an option, we may also deploy on a VM or cloud-based host, or even monitor your public IP space over the Internet.

Does iGLASS require us to install monitoring agents?

Absolutely not. Proprietary monitoring agents are typically more trouble than they're worth, and if the device running them goes down, you may never know about it! iGLASS is agent-less and offers an unparalleled degree of flexibility because we own our own source code.

Is iGLASS built on top of some other monitoring platform?

No. Many of our competitors build their services around either open source or commercially available monitoring software. iGLASS is different. Since our earliest development efforts back in 1997, we decided to build iGLASS from the ground up. Other platforms tend to be too restrictive and limit you to what someone else thinks would be best way to monitor your network. One of the greatest benefits we offer is our flexibility and adaptability to tackle the many different challenges our customers face. With iGLASS, you’re getting one of the most capable, and customizable, monitoring platforms on the market. Oh, and because we offer iGLASS as a fully-managed service, you don't even have to learn how to set it up or maintain it. We do that as part of the service!

What operating systems can iGLASS monitor?

iGLASS can monitor hosts running on most any operating system out there. We monitor hosts running Windows, Linux, Solaris, MAC, HPUX, AIX, OS/400 and many others. We can monitor the applications on those hosts too!

Do I need a VPN connection to access your monitoring portal?

No, you do not require a VPN connection to access our monitoring portal. 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, and secure, method to access a secure website and is widely supported by all modern browsers. If you have a browser and Internet connection, you can access the iGLASS monitoring portal.

What if your monitoring server loses its Internet connection or experiences a hardware failure?

In addition to monitoring your network, we also monitor our own network – which includes our monitoring infrastructure and on-site servers. If our connectivity is ever interrupted, we’ll know about it instantly and notify you or your data center provider. Our on-site server will continue monitoring your network performance, even when disconnected from the Internet, and will synchronize with our core systems once connectivity is re-established. Any queued alerts will then immediately go out, our NOC will follow up and historical data will be updated. In the event of a critical hardware failure or impairment, we’ll ship you one of our spare monitoring servers via FedEx priority overnight. If a high-availability solution is required, we offer inexpensive HA redundancy options as well.

Can iGLASS integrate with our existing tools?

Possibly. Several of our customers have integrated iGLASS alerts with existing their existing tools. Examples include IVR systems, web dashboards and trouble-ticketing system like Zendesk and ServiceNow. All iGLASS alerts are structured, allowing other platforms to easily parse them, and we also offer a limited XML API and several custom development options.

 

Deployment & Onboarding

How long does it take to deploy iGLASS?

Not long at all! Once we have agreements in place, most customers can expect deployment and onboarding to be completed in just 2-3 weeks.

What information do I need to provide to get started?

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, host name, SNMP community string, location  and any metrics you desire to have monitored.  We'll assign one of our 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 run-book (we have samples of those too).

Can I try iGLASS before signing up?

Absolutely! For qualified prospects, we offer a 30-day evaluation of our services. To get started, we normally begin with a WebEx to show you iGLASS in action at a real customer site. 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 WebEx, 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, 100% of the customers who try iGLASS, buy iGLASS! During evaluations, we do not offer Tier-1/2 remediation, inbound call handling or custom development. Short of that, you will enjoy the full feature set and power of our platform.

Fill out the form to the right to start a conversation.

 

Capabilities

Can iGLASS monitor alerts from our existing monitoring software?

In limited circumstances, yes. It really depends upon whether or not you've developed enough intelligence into your current system(s) to only send out actionable alerts. Many customers come to us suffering from "false-positive paralysis." Many other platforms don't have the flexibility to limit false-positive alerts, set an appropriate class of service or implement time-based thresholds.

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.

Contact us for more details!

Can iGLASS Monitor Applications?

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. Contact us today to learn more!

Does iGLASS support SNMP?

Yes. SNMP (v1-v3) is one of many protocols and methods used to monitor customer networks. iGLASS also employs ICMP Ping, TCP, HTTP, HTTPS, WMI, XML, TL1, CLI, LogMatch and custom pollers amongst others.

Does iGLASS support Syslog or SNMP traps?

Yes. iGLASS supports both Syslog and SNMP traps from any monitored device. In-bound telemetry is processed in real-time. We utilize a flexible rules-based engine to separate the important events from the “noise” so you can be sure you receive actionable alerts, not false alarms. Hundreds of existing rules are ready to run out of the box, and our engineers will work with you to customize alerts to your specifications.

Does iGLASS also fix or remediate detected problems?

Yes. In addition to our standard “monitoring, alerting and reporting” services, iGLASS offers optional Tier-1 remediation of IT infrastructure outages. We will work with you to develop a “run book” to troubleshoot and fix 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.

How qualified are your NOC engineers?

Our NOC staff is second to none, averaging over 10 years’ of experience in network engineering, operations & management. Our analysts and programmers average more than 20 years’ of experience. We hire only by referral, perform technical interviews and enjoy virtually no attrition in our NOC ranks. All employees are subject to background checks and confidentiality agreements.

How reliable are your NOC facilities?

The iGLASS NOC Services software platform in engineered and built internally. Our primary and DR network cores are built upon a warm-failover, fully redundant network architecture, which is hosted in carrier-class hardened facilities. Electronic dual-factor access control, CCTV, multiple ISPs, UPS, raised floors and onsite backup generators provide for secure and uninterrupted operations 24×7. In the event of a true disaster, iGLASS may also be fully administered and managed remotely.

Do your NOC 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 to a ticket.

 

General & Pricing

How is iGLASS licensed?

iGLASS bills clients monthly based upon the total number of hosts (physical or virtual) and metrics monitored. A host is any machine, device, node, etc. with a unique IP address or fully qualified domain name. Metrics are things like CPU, Memory, Bandwidth, Load, etc.  For our optional Inbound Call Handling, Tier-1 Remediation and Tier-2 support, we bill on a per-incident basis. Contact us today for a quote!

What does it cost for maintenance and updates?

Since iGLASS is offered under a SaaS 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.

Is iGLASS available for purchase instead of licensing it under your SaaS model?

No, iGLASS is offered strictly under a SaaS 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, maintain that monitoring platform.  iGLASS is more than just software - it's a fully-managed NOC Services platform. Our expert engineers 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.

How big does our network have to be to benefit from iGLASS?

iGLASS specializes in the midsize to enterprise markets. Our typical customer has between 50 and 1,000 hosts. There are, of course, exceptions. Our smallest customer has fewer than 20 hosts and our largest in excess of 10,000. iGLASS is scalable to meet the needs of customers large and small. It isn't so much the quantity but rather the critical nature of the infrastructure monitored. If it's important to your business, it's important to iGLASS. Contact us today to request a quote!

What can your NOC services monitor?

When you outsource your NOC services with iGLASS, we monitor any IP-addressable device or application you specify. Even non-addressable devices often may be monitored via 3rd party transponders, contact closure devices, or integration with 3rd party systems. The majority of our monitoring is focused on network infrastructure, applications, web URLs and synthetic transactions. If you have any questions about what can be monitored with our NOC services, contact us today.

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 shines through in every facet of our business.

Where did the name "iGLASS" come from?

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, 24x7 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 engineer (or guardian), with outstretched arms, watching over that network (and the swooshes + dot look like a watchful eye too!) Too cool.

 

MSP Partners

Can your NOC answer the phone for us as "XYZ NOC"?

Sure, if your company name is XYZ (just kidding). 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 within our NOC. Our IP phones tell us to answer the phone as your NOC, and we will typically take the call, collect some information, provide the caller with a trouble ticket number and then notify your personnel so you may follow up with the caller directly. Please note, we do not provide technical support (help desk) services and in-bound calls are restricted to customer IT staff and/or vendor partners. This service gives you a 24×7 presence, and customer peace of mind, at a very affordable price point.

Can we restrict user access to the iGLASS Monitoring Internet portal?

Yes. User access may be restricted by individual login or group profile. We can restrict access to a device group, individual device, location or specific portal features to satisfy your access requirements.

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 US-based network monitoring services support, trouble-ticketing system, and so much more with no upfront or annual program fees.