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Service Management

Service Monitoring

How is historic data rolled up?
The results are stored in their polling interval for 7 days, after which these results are rolled into hourly averages and stored for a further 21 days (total 28 days), after which these are rolled into daily averages and stored for 337 days (total 1 year).

What data resolution do the portal graphs show?
The portal graphs will show all data at the same resolution, this makes the graph trend line useful. However this does mean the values for any incomplete time period may change as more data becomes available to calculate the average. Once a complete hour or day has passed these numbers will be static and not change.

My device is not showing all the stats I would expect?
A device may be added as “Monitoring Type” ICMP, which means a large number of stats will be unable to be collected, and will instead display the message “N/A” or “Unavailable”.
Alternatively it may be as simple as a configuration option to enable the live monitoring views on your account, or the ids between our internal systems may need to be manually synced.
Raise a support ticket and we can review.
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.

I see no stats in the portal?
Pulsant are rolling this new functionality out in a phased process, if you are not yet part of the beta but wish to join please let your account manager know.

From time to time maintenance will need to be carried out on; the portal, the monitoring servers, the Pulsant networking and the APIs that tie it all together. Details will be posted on the status page but this may mean stats will be unavailable for short periods of time. If you urgently require stats then raise a support ticket.

I have an idea/requirement for something that is not currently shown?
Pulsant plan to extend the functionality and continue to add features to the portal, this will include adding panels to all services with graphs as appropriate. If there is something specific you would like to see raise a ticket and we can review.

What monitoring can I expect to see on my managed services?
To see a definition of the various metrics please view the glossary

Service Family Managed Hosting Managed Networks
Service Server, Switch, Router Firewall Virtual Server Dedicated Host Leased Line, EFM (inc National), ADSL (inc PSTN)
Availability (packet loss, response time)
CPU / RAM Usage
Disk Usage
Interface Usage
Connections (current and total)
vCPU / vRAM allocated
CPU Ready
IOPS
Total and Running VMs

Solutions and Permissions

When logging into the portal the “service summary” screen will list all services taken. We found a number of customers wanted to be able to group these services into solutions rather than have them all at the same level under an account. The purpose of a solution being a wrapper, that can be given a name, some emergency details set and to containing a number of related services. A good solution name could be “Pulsant website”, which contains web servers, database servers, load balancing, the domain and a firewall. On a large account this allows an engineer to quickly identify closely related services. One of the most common examples for solutions would be to split a live, development and DR (Disaster Recovery) environment.

Permissions are then applied at this solution level. This allows permissions to be granted or restricted between people as required across the various solutions you may take. We have come up with 6 types of permission:
Access Control – Ability to add & edit permissions for all contacts on this solution
Technical Support – Request information / support for services under this solution
Technical Changes – Issue change requests for services under this solution
Billable Work – Authorise charges for requested work on services under this solution
Physical Colo Access – Permission to access physical colocation services under this solution
3rd Party Colo Access – Authorise anyone for one-time access to the physical colocation services under this solution

We have included filters on all summary screens, allowing you to view only a specific type of service or only services within a specific solution.

Cancel a service

For security reasons, we ask all customers to initiate the service cease through the Pulsant customer portal. This ensures that we follow a rigorous identification and security process.

The Pulsant portal can be accessed through https://portal.pulsant.com/

As part of the log in process, you will be required to enter your account number, username (email address) and password. Please note, the username is the email address of the authorised contact for your service.

If you are unsure of this, or are having trouble logging on to the Portal, please call us on 0845 119 9999. In order to discuss this, or any other services, you will be required to identify yourself as a recognised contact on the account, and provide telephone password information.

If you are unsure of your password please follow the link below the portal login screen to reset your password.

Service Cease Process:
1. Once you are logged into the Portal, select Services from the top of the screen, and click Summary List.
2. Please locate the service you wish to cease and select the name in the left hand side column.
3. At the top of the service screen, select ‘cancel’. You will be asked to complete a simple form, and then submit.

*Please note services have a minimum contract therefore you will be charged for the service until the end of your contract.
**If you are moving an ADSL line to another supplier, but staying at the same location, you can request a MAC (Migration Authorisation Code) so that your new provider can take over the line without loss in service or associated cease/reprovide charges.