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 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 firewall. We’ll need 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 agentless and offers an unparalleled degree of flexibility because we own our own source code.
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 even monitor the applications on those hosts.
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. 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.
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.
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 (“HA”) solution is required, we offer inexpensive HA redundancy options as well.
Possibly. Several of our customers have integrated their iGLASS alerts with their existing tools. Examples include IVR systems, web dashboards, and trouble-ticketing systems like Zendesk and ServiceNow. All iGLASS alerts are structured, allowing other platforms to easily parse them, and we also offer a limited XML API as well as custom integration options.
Absolutely! For qualified prospects, we offer a 30-day evaluation of our services. To get started, we normally begin with a Web Demo to show you iGLASS in action at real customer sites. 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 Web Demo, 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, close to 100% of the customers who try iGLASS, keep iGLASS! During evaluations, we do not offer tier-1 or tier-2 remediation, inbound call handling, or custom development. Short of that, you will enjoy the full feature set and power of our platform.
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, hostname, SNMP community string, location and any metrics you desire to have monitored. We'll assign one of our tier-2 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 runbook (we have samples of those too).
Not long at all! Once we have agreements in place, most customers can expect deployment and onboarding to be completed in just two or three weeks.
In most cases, no, but in limited circumstances, maybe. 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" and “alert fatigue.” Many other platforms don't have the flexibility to limit false-positive alerts, set an appropriate class of service, or implement time-based thresholds. As a result, that paralysis and fatigue would simply be shifted to our staff and that’s not manageable.
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.
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 “runbook” 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.
Yes. SNMP (v1-v3) is one of many protocols and methods used to monitor customer networks. iGLASS also employs ICMP Ping, TCP, HTTP/S, WMI, JSON, XML, CLI, LogMatch, and custom pollers amongst others.
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.