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General

Glossary

General Glossary

Permissions – Access permissions are granted on solutions (a solution containing one or more services). This allows permissions to be granted or restricted between people as required across the various solutions you may take.

Service – One or more components that together form a solution; this could be a server, SSL certificate, System account or backup allocation.

Solution – A logical grouping of related services that together create your system e.g. “Pulsant Website” may consist of a web server, a database server, a firewall, load balancing, backups and some DNS records.


Monitoring Glossary

Monitoring Type – A machine can be added using a number of protocols; ICMP, SNMP and WMI.
ICMP is the simplest protocol and used to confirm host availability in an IP network and also provides a round trip time referred to as latency.
SNMP is the most common polling method and enables the collation of extra data from a host, the most common being physical hardware descriptors, component health, disk, CPU and memory statistics.
WMI is used rarely, but can provide some disk specific statistics SNMP is unable to pull.
It is possible to move between these monitoring types (typically SNMP monitoring would be enabled and configured on all managed devices). Speak to your account manager about your SLA upgrade options.

Ping – Pulsant frequently poll devices using ICMP to test the reachability of a host and to measure the latency (round-trip time for the ping). A ping check will travel across a number of network devices including; switches, routers and firewalls and also tends to be the lowest priority traffic, as such infrequent ping failures or occasional transient spikes in latency can be indicators of a busy network and/or device, which tend to be acceptable and nothing to be alarmed about. More consistent symptoms might indicate a fault condition or simply the need to consider an increase/upgrade in resources.

Packet Loss – When one or more packets (pings) travelling across a network fail to reach their destination. Due to the volume of packets sent, the monitoring systems take a rolling average from the last 10 pings. This is always displayed as a percentage, where 0% means all packets traverse the network successfully, and 100% means no packets returned.

Response Time – This is the total time taken for a PING to reach its target and return to the monitoring server. Due to the volume of packets sent, the monitoring systems take a rolling average from the last 10 pings. This is always displayed as a percentage, where 0% means all packets traverse the network successfully, and 100% means no packets returned.

CPU Load – Pulsant measure CPU as an average across all cores and all processors. This is displayed as a percentage, where 0% means a CPU is idle, and 100% is maximum utilization. The polling frequency is typically every 10 minutes.

Memory Usage – Pulsant measure Memory Usage in bytes. This is displayed as a percentage, where 0% means all memory is available, and 100% is maximum utilization. The polling frequency is typically every 10 minutes.

Partition – Pulsant measure the used and available size on disk partitions, a Windows machine may have C: and D: shown, these could both be on the same physical disk (volume) but would be identified as separate partitions. The size is measured in bytes but is typically displayed as a percentage. The polling frequency is typically every 15 minutes.

Interface – Pulsant measure both the inbound and outbound traffic across network interfaces. This is measured and stored as; utilization %, bps (bytes per second). The in and out measure can be summed or averaged for comparison. The polling frequency is typically every 10 minutes.


Firewall Glossary

Note – Edge Gateway Firewall only support ICMP and SNMP traps, Pulsant are unable to pull the SNMP data you can view on other types of firewall.

Firewall Current Connections – The total current connections established through/on the Cisco ASA Appliance

Firewall Max Connections – The total maximum connections in use at any one time since the system start-up.


Virtualization Glossary

CPU Ready – CPU Ready is a virtual machine performance statistic. Pulsant measure this as a percentage to represent the time a virtual machine waits to be scheduled for execution. The greater this value, the longer the  virtual machines had to wait. A value of < 5% is considered ok, > 5 % and < 15% is worth reviewing and  sustained > 15% could indicate underlying issues. Further information available on VMWare Knowledge Base Article

VMWare Tools – VMware Tools is a suite of utilities that can enhance the performance of the virtual machine’s guest operating system and can improve management of the virtual machine. Further information available on VMWare Knowledge Base Article


How to Set / Reset my password

If you are logging into the customer area for the first time you will need to set your password (Note: resetting the portal password will not affect the password for any of your other services)

  • Click the New to the portal or forgotten password button
  • Enter your email address and account code and press the Submit button. (Note: the email address should be the one you have registered with Pulsant when ordering your services).
  • An email will be sent to you containing a link. Click on the link, or copy and paste it into your browser’s address bar, and you will be able to set your password. (Note: There is a time limit on this link so you will need to set your password straight away).
  • You should now be able to log in to the portal to access any services registered against you on our systems.

Welcome to the Portal

The customer portal is a control panel where you can administer your Pulsant services and raise requests against them online, designed to ensure you get the best from your services with Pulsant.

Pulsant has a single portal that is available to all customers regardless of services taken.

The portal has details on all services, shows all tickets (customer requests), pay bills and where possible shows status and performance metrics. A number of services will have settings that can be changed, as well as the ability to export data for further analysis.

The portal is available here: https://portal.pulsant.com/

Getting access to the portal

All customers with an active account have access to the portal, and be able to see tickets and services to which they have permissions.

To login you will require:
4 character alphanumeric account code
Email Address
Password

The email address must exist within the system, and every individual will have a unique password.