A “Host” is a physical or virtual IP-addressable device monitored by iGLASS. A Host could be anything from a server to a router to a wireless access point.
A "Metric" is a subset of data collected about a monitored Host via unique polls or queries. Commonly collected Metrics include things like bandwidth, CPU, memory, and disk utilization. We include 20 Metrics per Host, and those Metrics may be used for any Host we monitor. For example, if you are licensed for 100 Hosts, we would monitor up to 2,000 Metrics at no additional charge.
CPE, or Customer Premises Equipment, refers to residential set-top boxes, DOCSIS modems/eMTAs or ONTs monitored by iGLASS. CPE monitoring includes monitoring of related underlying infrastructure in headends and hubs.
We work closely with you to develop “runbooks” to guide our technicians in fixing problems encountered in your network. Common Tier-1 activities include opening carrier/vendor tickets, restarting applications, rebooting servers, resetting interfaces, executing remote scripts, resetting passwords, etc.
There is no charge to develop runbooks. Tier-1 is an optional service and is billed per incident with a minimum monthly commitment.
iGLASS will answer a dedicated phone number as “(Your Company) NOC,” collect the caller’s information, provide the caller with a trouble ticket number, and then either escalate to your designated personnel or commence Tier-1 Remediation. We do not offer call center (technical) support, but will answer calls 24x7 and act as a buffer between you and your key customers, employees and partners.
Inbound call support is an optional service and billed per call with a minimum monthly commitment.
Our Tier-2 support staff are available to satisfy a variety of IT project needs, acting as an extension of your own IT staff. Common activities include server patching, provisioning, configuration backups, failover testing and more. Contact a sales representative to discuss your specific needs.
iGLASS offers two options for customers having an existing RMM/NMS platform and wishing to extend coverage after hours:
Contact one of our knowledgeable sales representative for more information.