Integrated CRM, ACD and NMS delivered to your custom portal via cloud API
Advanced Performance Monitoring
Peacey Systems will proactively monitor “Customer” selected Network Device(s) 7X24 by polling the monitored device(s) every 2 minutes (default setting), via ICMP Ping or SNMP. If a Monitored Device fails to respond to 7 consecutive polls at 2-minute intervals, a trouble condition will be considered to be present and a trouble ticket will automatically be generated.
When a trouble condition is discovered, a trouble ticket will be generated in Peacey Systems ’s NMS Trouble Ticketing System (“TTS”). “Customer” may specify who in their organization is to be notified when a trouble ticket is initiated, and can set different people for notification based on different parameters at its discretion.
Real Time Network Monitor
Real Time up/down status of each Monitored Device presented graphically is available via the Peacey Systems NMS Portal. This Network Monitor will also provide access to the latest 50 up/down events on each Monitored Device.
Proactive Fault Detection
Peacey Systems monitors for intermittent problems by scanning its logs every two hours to find any devices that had three or more missed poll events during the previous two hour period.
Additionally every morning Peacey Systems ’s system will scan for devices that had six or more missed poll events during the previous day. If these scans find any devices that exceed these thresholds, a proactive ticket may be opened in the Peacey Systems NMS Trouble Ticketing System.
Online Trouble Ticketing System Access
“Customer” will have access via the internet to view all trouble tickets opened during the last 12 months. This will allow customer to:
- Open trouble tickets on-line to report a service condition
- Add comments to the log of an existing ticket to provide information to Peacey Systems /Customer to resolve the trouble
- View status and log of an existing trouble ticket
- View historical ticket information
- Optional receive email notification of ticket status change
Peacey Systems will provide to “customer” a Monthly Availability Report on the 1st of each month that will be accessible via the Peacey Systems NMS Portal. This report will provide daily availability statistics for each Monitored Device, monthly summary statistics for all Monitored Device(s) and a per Monitored Device availability statistic.
Monthly reports providing Mean – Time to Repair (MTTR) and Mean – Between Failure (MTBF) statistics on total network – and on each specific device.
“Customer” will be able to produce ad-hoc reports on Monitored Device availability and latency with this feature. Report variables include detailed vs. summary, start date, end date, days of week, start time, end time, availability percent threshold, et. al.
Auto Customer Notification
The Peacey Systems monitoring system can provide automatic notifications via email or text pager to customer staff. This system may be configured to alert “customer” on new tickets, updated ticket status, closed tickets and proactive tickets. Peacey Systems also provides a web based tool that allows them to maintain an on call schedule of Academy staff so that the Peacey Systems NMS system will only send alerts to those members of staff who are on call at any point in time.
Stored Customized Reports
The Peacey Systems NMS will provide Academy with the means to store variable settings for some ad-hoc reports. This feature also provides the ability to schedule the execution of some reports and have the report results emailed to the customer.
Advanced Performance Monitoring
Includes all of the Monitoring features detailed above, and the following:
Bandwidth alerts provide a mechanism for real-time performance Monitoring. “Customer” may build Bandwidth Alerts via the Peacey Systems NMS portal for each Monitored Device that includes a bandwidth utilization threshold, time-period thresholds and an email address list. The Peacey Systems NMS system will check every 30 minutes to determine if the specified thresholds have been exceeded. If so, an email will be sent immediately to the email addresses as specified by Academy in the alert configuration with a notification that provides details on the threshold settings and the actual utilizations recorded.
Queries can be made via the Peacey Systems NMS Portal against utilization statistics to help Academy manage the bandwidth sizing of monitored devices. High Utilization Reports and Low Utilization Reports can be used to adjust bandwidth as appropriate for increased performance and cost savings. A Custom Report interface is also provided so detailed ad-hoc reporting on network utilization is available. The 30-minute average poll data collected by Peacey Systems will also be stored in a SQL database for a period of 60 days. The query results will be presented in tabular format.
In addition to the tabular reports available in Performance Queries, the 60 day sample of 30-minute average poll data may be presented in graphical format. The following graphical reports will be made available via the Peacey Systems NMS Portal.
- Bandwidth Utilization by Day
- Bandwidth Utilization by Hour
- High Bandwidth Occurrences by Day
- High Bandwidth Occurrences by Hour
- Top 10 High Bandwidth Occurrences
- Top 10 Average Utilizations
- Average Utilization by Day
The following features can be added to the Pro-Active Performance Monitoring or Enhanced Pro-Active Performance Monitoring:
Flow Reports allows for specific application reports of traffic traversing the managed device. When enabled, the router will keep session counters open for traffic between two IP addresses by port & protocol, storing such things as the TOS byte, AS Numbers, and the number of bytes sent in how many packets. When the session is over (or every 1 minute if it lasts longer), the router will send a “flow record” with all of the relevant information to a collector server. The collector server will then read the flow records and provide it to a system function that will process the information and store it in the database. It will split it out by application, do any traffic validation as needed, determine the customer defined application it falls under, etc. After wards, the data is rolled up into 5-minute summaries and stored in the customer tables for reporting. The data is summarized into hourly and daily periods, as well. This Flow Management tool can be used to set up what data gets stored, what data is ignored, and also some basic display formatting of the actual reports.
Performance Reports can monitor the traffic load of network connections, and generate graphical reports with up to date visual representations of bandwidth consumption. The graphs are embedded into web pages and viewed via the Peacey Systems NMS Portal from a web browser to display daily weekly, monthly and full year utilization patterns. Peacey Systems will poll each Monitored Device via SNMP. These polls shall be performed every 5 minutes, 7×24. The data shall be stored as 5-minute average data for a period of 34 hours after which the data will be stored as 30-minute average data for a period of 8 days after which the data will be stored as 2-hour average data for a period of 5 weeks after which the data will be stored as 24-hour average data for a period of 13 months. Peacey Systems c NMS Performance Reports may include daily (5-minute), weekly (30-minute), monthly (2-hour) and yearly (24-hour) statistics.
Customer Responsibilities Specific to Monitoring
Customer will provide Peacey Systems access to an IP (Internet Protocol) routed network using publicly-routable IP addresses or privately-routable IP addresses (RFC 1918) for all Monitored Device(s). If IP addresses are private, then Customer will work with Peacey Systems in performing static Network Address Translation (NAT) for all Monitored Device(s). This access to Customer’s network will be via a dedicated circuit connection provided by Customer from Customer’s location to Peacey Systems ’s NMS facility or via an encrypted VPN tunnel between the Customer VPN device and a Peacey Systems VPN device. Peacey Systems shall use this access for the sole purpose of fulfilling its obligations as specified in this SOW. In addition, Customer is required to:
- Utilize standard Internet browsing software for access to the Peacey Systems NMS monitoring platform
- Provide the necessary network connectivity to allow Peacey Systems access to all Customer Monitored Devices
- Provide login credentials for dial-in functionality
- Utilize an IP (Internet Protocol) routed network using publicly-routable IP addresses or privately-routable IP addresses (RFC 1918) for all covered devices. If IP addresses are private then Customer’s router connected to Peacey Systems devices or the Customer router connected to Customer devices must be capable of performing static Network Address Translation (NAT) for each covered device
- Provide to Peacey Systems (and change, if necessary) SNMP community strings and router log-in passwords.
- Ensure that SNMP polling capability is activated on a Monitored Device.