Frequently Asked Questions
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.
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.
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.
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 the 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!
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!
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.
Possibly. Several of our customers have integrated their iGLASS alerts with 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
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!
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!
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.
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.
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.
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.
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.
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
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.