NOC Monitoring Frequently Asked Questions

iGlass Networks

Basics

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, web URL, or integration with 3rd party systems. The majority of our monitoring is focused on network infrastructure, servers, applications, web URLs, synthetic transactions, Syslog, Windows events and SNMP traps. We also have vast experience monitoring DOCSIS cable modems, eMTAs, set-tops, and ONTs as well as picocells, femtocells, distributed antenna systems (DAS) and wireless access points (WAP). If you have any questions about what can be monitored with our NOC services, contact us today.

Our NOC staff is second-to-none, averaging over 10 years of experience in network engineering, operations, and 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 also subject to background checks and confidentiality agreements.

The iGLASS NOC services software platform is 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 24x7. In the event of a true disaster, iGLASS may also be fully administered and managed remotely.

Yes, with the requirement that all hosts are reachable and respond to the same monitoring protocols from both locations.

Given SNMP access, iGLASS can check for the presence of the expected network storage location on a server. The actual process varies by platform.

iGLASS tools will identify problems in your network that you might not have known. You're dropping traffic in parts of your network intermittently, but everything appears to be working—is this normal behavior? Likely not, but you might not have even known the problem existed before we picked up on the trend. We can help you identify a failing switch, router, or server before it brings your network down.

iGlass Networks

Monitoring

We monitor the speed of the port channel and set a threshold to alert if the total speed of the port channel drops below what is expected.

This is typically accomplished by monitoring files on a schedule. Checking that a specific file was created is sometimes sufficient. When more detail is required, iGLASS will scan the contents of a log file for the presence or absence of specific messages. How this is accomplished may vary across systems, for example:

  • Windows: A Windows account with access to a file share and the appropriate files is required. iGLASS will read and scan files and report on conditions that are not met.
  • Linux: The target machine will use local snmpd configuration to perform a test. iGLASS will send an SNMP request to the target machine, to trigger its test. If unexpected results are returned, alerting will ensue.
  • Monitoring individual AD server health via SNMP or WMI
  • Monitoring LDAP sync progress to ensure replication is taking place in a timely manner
  • DNS Name Resolution, queried directly from the AD server
  • Monitoring individual SQL nodes via SNMP, WMI, or SQL performance statistics (Disk I/O, fault counts)
  • Validating results of queries to the cluster to ensure SQL servers are accepting and processing queries
  • Monitor for failover status by detecting which server is primary

iGLASS can monitor websites as simply as checking for an HTTP 200 return from the website, or as complicated as logging in and performing any sort of transaction on your website and validating the results of said transaction. We'll even tell you how long each step took!

Whether it's AWS, Active Directory, or vCenter, we can discover the devices you want monitored and add them to iGLASS monitoring with a small amount of initial effort on your end.

By monitoring Bidirectional Forwarding Detection states, BGP statuses, by pinging your external WAN IPs (or more!), iGLASS can ensure that your interfaces are up AND passing traffic at any of your offices.

iGLASS monitoring can detect ISP issues before you're even aware of them, and we will keep track of all outage times so you don't have to. With tier-1 remediation, NOC engineers will detect trends in outages and address them for you with your ISP, freeing you up to focus on projects instead of having to navigate the ISP's difficult phone system to reach an agent.

iGlass Networks

Alerting & Reporting

Quarterly, monthly, and weekly uptime metrics are automatically calculated and available for download or viewing via the iGLASS Internet portal. Availability metrics are broken down by groups or by individual machines, as well as within location groups within said groups, so you can see location metrics for a specific machine group.

Knowledgeable NOC engineers help collate alerts during widespread outages to ensure you receive the right report the first time. The iGLASS platform allows you to perform graph or data reporting across a selection of any number of machines, providing you a side-by-side comparison. You’re even able to create hierarchical parenting configurations that will help you get as close to the root of a problem as possible when you receive the initial alerting, reducing the amount of time troubleshooting from the “outside in.”

Apart from the large knowledge-pool available from our highly experienced NOC engineers, iGLASS can help identify trends in intermittent problems in your network, whether that be through enhanced ping monitoring, or monitoring any number of given metrics to help you isolate times or locations of an outage or impairment. Tier-2 remediation and troubleshooting can also free your engineers to focus on building your network and expanding your business while we identify a given problem in your network and work with your vendors to get the problem resolved.

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 may also create, update and close tickets directly. You can even opt for email alerts every time there is an update to a ticket, or just when a ticket is classified with a minimum severity. If necessary, we may also integrate the iGLASS ticketing platform with your existing ticketing platform.

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.

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iGlass Networks

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