A Host is a physical or virtual IP-addressable device monitored by the iGLASS NMS platform. Hosts can be anything – routers and switches, firewalls, servers, WAPs, UPSs, generators or pretty much any other device with a static IP address or fully qualified domain name.
A host may also be a "container" user to collect and aggregate similar metrics collected via synthetic transactions or scripts utilizing calls to APIs for platforms like AWS CloudWatch or Microsoft Insights.
We work closely with you to develop SOP runbooks to guide our NOC techs in fixing common problems encountered in your network. Common remediation activities include opening carrier/ISP/vendor tickets, restarting applications, rebooting equipment, resetting interfaces, executing remote scripts, resetting passwords, etc.
There is no charge to develop runbooks. Runbook Remediation is an optional service and is billed per incident with a low 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.
Designed for customers with finely tuned*, existing RMM/NMS platforms, or for customers wishing to monitor SIEM system alerts, iGLASS offers two after-hours coverage options:
*These options are not intended to help customers manage alerts from poorly designed or implemented RMM/NMS platforms which generate a lot of nuisance alerts.
Contact one of our knowledgeable sales representative for more information.