Courtesy Care Network Monitoring Service Plans

Courtesy Computers... Trusted Advisors to the business community for over 20 Years

CCI is proud to introduce our Courtesy Care Network Monitoring and Courtesy Care Managed Services.

Each of these services is wholly unique and tailored to the specific requirements of your network infrastructure

and backed by a Service Level Agreement (SLA) tailored to your specific needs.

 Courtesy Care Network Monitoring (CCNM) was designed to provide organizations of any size and form with the capability to real-time 24/7 enterprise level remote monitoring of their critical applications, servers, services, routers, printers, et al.  Reporting for this service is sent directly to the Systems Administrator and is acted upon by the given organization.   

CCNM can be combined with our Courtesy Care Sentinel Service Plan.  By combining these two services, an organization is securing access to a Courtesy Computers Engineer twenty-four hours a day.  Should a problem be reported, via CCNM reporting or client administrator requests, a CCI engineer will respond.   

Courtesy Care Managed Service Plans combines CCNM and is backed with a Service Level Agreement (SLA) for responding to each specifically monitored item.  This allows for maximum flexibility at minimal cost.   

As with any remote service, security is a factor.  All communications between CCI’s Network Operations Center (NOC) and the client’s network is bilaterally authenticated by means of 128-bit keys, which are renewed every 12 hours. Furthermore, the transferred data itself is protected using military-grade, symmetric 128-bit encryption (AES/Rijndael). This allows for safe and effective monitoring to take place without any compromise in the safety and security of your network.  

Courtesy Care Network Monitoring (CCNM)

This Tier 1 monitoring service provides our clients with a monitored system 24/7/365.  If any of the monitored services exceed their predetermined limits, the monitoring service will automatically report the detail to the client within seconds, via electronic reporting (multiple email, beeper, mobile messaging). Our web interface provides a real-time view of live system data and technical reports, graphs and forecasts to create an “executive summary” report 24x7. 

After receiving an electronic alert from the monitoring system, the client's administrator will determine the level of response necessary to remedy the situation. The clients administrator can then remedy the situation, schedule it for further review, or contact our Courtesy Care help desk for further assistance.

Sentinel Service Plan (SSP) (Supplemental Plan)

The Sentinel Service plan (Tier 2) allows the client to contact a CCI engineer 24/7 with additional questions or requests for service.  Combined with CCNM, it will also provide 24x7 priority CCI responses to the monitoring service. The system will send an alert to CCI’s Network Operations Center. Upon receipt, an engineer will investigate and troubleshoot, then report to the customer what the failure is/was and the steps taken to resolve the issue or the steps necessary to resolve the issue. Regular and over-time rates will apply to all services required to remedy the alert or client's emergency request.

List of Monitored Network Services

AgentChecks (Platform dependent)

Filesystem Free Space - Monitors any drive/partition on the host and reports the remaining free space.

Free Memory - Monitors the different kinds of free memory, e.g. swap, physical and virtual.

System Load - Monitors the system (CPU) load.

Process Presence - Monitors the presence or non-presence of any given process on the host.

Service Presence - Monitors the presence or non-presence of any given service (application) on the host.

Performance Counters - Monitors a very wide range of system and applications data, e.g. Exchange Server, IIS, SQL Server and many more.

NT Event Log - Searches the NT Event log for error messages etc. for use in alert messaging an statistics.

System Uptime - Monitors the host uptime as the time between each reset/reboot.

SMART Status - Monitors the SMART (Self-Monitoring Analysis and Report Technology) status of IDE disks.

RAID Status (software) - Monitors the status of software disk RAID.

System Handles - Monitors miscellaneous system resources such as free inodes, file handles etc.

Interface Throughput - Monitors traffic throughput of interfaces such as network cars and loop-back devices. 

System Events - Monitors context switches etc.

Temperature - Monitors the temperature of components on the host motherboard.

Voltage - Monitors the supply voltage on the host motherboard.

I/O Queue Length - Monitors the length of the queues to I/O devices such as hard drives etc.

Fan Speed - Monitors the rotation speed of a fan in the host machine.

Custom AgentChecks - Executes a user-defined program (script/macro) and reports the return values back to the CCI Server. This enables you to monitor specific applications such as SAP, SQL, MS Exchange, Oracle etc., as well as environmental surroundings (room temperature/humidity etc.)

Custom LogCheck - Searches any log file for error messages etc. for alert messaging and statistics, based on user-created configuration scripts.

Custom AgentActions - Allows user-created scripts to be executed from CCI for performing any type of action, e.g. rebooting a server, deleting a print queued, restarting a service etc.

NetChecks

HTTP - Connects to a web server (URL) and attempts to load a specified page, and then reports to response time or the lack of response.

ICMP (ping) - Sends an ICMP package to a specified node and reports the response time or the lack of response.

SMTP - Connects to a specified mail server and sends a HELO to see if it is alive, and then reports the response time or the lack of response.

POP3 - Connects to specified mail server to monitor if the POP3 service is available. If a user-ID and password is specified, this check will also attempt to log in and get a list of e-mails.

IMAP - Connects to a specified mail server to monitor if the IMAP service is available. If a user-ID and password is specified, this check will also attempt to log in and get a list of e-mails.

FTP - Connects to a specified FTP server to monitor if the FTP service is available. If a user-ID and password is specified, this check will also attempt to log in and get a list of files.

DNS - Attempts to forward look-up a specified DNS address by using the NS host specified.

Generic TCP - Connects to any specified TCP port to monitor if it is open, and reports the response time.

Custom NetChecks - Executes a user-defined program (script/macro) and reports the return values back to the CCI Server. This enables you to monitor specific application – either standard applications or in-house applications.

SNMPChecks

SNMP Gauges - Monitors selected (available) gauges in an SNMP tree for the node. E.g. queue lengths, set levels etc.

SNMP Counters - Monitors selected (available) counters in an SNMP tree for the node. E.g. bandwidth usage (traffic in/out), package loss, errors and many more.

SNMP Enumeration (enum) - Monitors selected (available) enumerations in an SNMP tree for the node. E.g. links up/down on switches, printers out of paper, printer in paper jam etc.

Network Monitoring Price Table (as of 6/1/2005)

$125.00/month - SNMP monitoring service

SNMP is a command and control protocol for an entire world of information     technology. It enables network administrators to manage network performance, find and solve network problems, and plan for network growth. Managed devices, can be routers and firewalls, switches/ bridges, hubs, computer hosts, or printers.

$50.00/month - each additional Firewall or Router (No Remote Agent required)

$50.00/month - each additional server (Remote Agent required)

$35.00/month - per monitored workstation (Remote Agent required)

$145.00/each (one time) - Remote Agent is required for monitoring of: Filesystem Free Space - Free Memory - System Load - Process Presence - Service Presence - Performance Counters - NT Event Log - System Uptime - SMART Status - RAID Status (software) - System Handles - Interface Throughput - System Events - Temperature - Voltage - I/O Queue Length - Fan Speed - Custom LogCheck - Custom AgentActions - NetChecks - HTTP - ICMP (ping) - SMTP - POP3 - IMAP - FTP - DNS - Generic TCP - Custom NetChecks

For additional information and free consultation, regarding our Courtesy Care Network Monitoring and Managed services… contact us today!

sales@courtesycomputers.com or call us at 954-321-8605.