Managed Monitoring

A steady and error-free operation of each critical business application proves its success. Outages must be identified and resolved immediately in order to assure the desired availability. Therefore, in the framework of Managed Monitoring, MGI Data runs an infrastructure for uninterrupted monitoring of customer servers in order to support the customers in reaching this goal.
Our technicians monitor the infrastructure of our clients 24 hours a day, 365 days a year and commit themselves to the Managed Administration solution to resolve problems pro actively should they appear. If immediate solutions are not possible, we shall contact the customer and work together in order to find a way to resolve the problem.
The Managed Monitoring products include the following services:

• Setup of the monitoring
• Installation of necessary agents
• Monitoring of the defined services 24 hours a day, 365 days a year
• Running and maintenance of the monitoring infrastructure
• Proactive error management in the case of an emergency
• Proactive trouble shooting in the scope of Managed Administration solution

The monitoring system is centrally run on the infrastructure of MGI Data and is maintained by its staff. Depending on the product level, external checks are run on the client infrastructure or data is provided by installed agents on the system. All checks are performed around the clock at a pre-arranged interval. Should a system check reveal an error, the interval is decreased and after three errors in a row, an alarm is sent. This alarm is followed by a ticket in the central support system of MGI Data and is handled by the support department. Direct notifications to the customer are not sent through this error system. If the outage can be resolved by the support department, the customer shall receive a written notification about the temporary outage. If a resolution to the problem is not immediately possible based on the provided information, the customer is contacted through the saved contact data in order to fix the problem together. In the scope of the product Managed Monitoring Silver, MGI Data reserves the right to deactivate certain system checks if there are excessive false alarms until a permanent solution to the problem(s) is arranged by the client.

In the context of monitoring, the customer can choose for each server between Managed Monitoring Silver, which comes for free, or Managed Monitoring Platinium, which comes tailor-made according to individual customer demands. The products are provided with the following specifications:

• Monitoring of the basic OS functionality
• Detection of hardware problems
• Configuring of up to 3 monitored services

Interval:

• 5 minutes

Services:

• Hardware health, ICMP ping, availability monitoring agent, Raid status (software and hardware Raid)

• Individual monitoring plan for each server or server group
• Monitoring of the basic OS functionality
• Detection of hardware problems
• Configuring of up to 5 monitored services

Interval:

• 5 minutes

Services:

• Hardware Health: ICMP ping, availability monitoring agent, Raid status (software and hardware Raid)
• Hardware Performance: CPU idle utilization, free memory, free swap, number of processes, load, uptime, free disk space, free inodes
• External Checks: SSH, HTTP, HTTPs, SMTP, IMAP, POP3, FTP, PLESK (Control Panel)

• Individual monitoring plan for each server or server group
• Monitoring of the basic OS functionality
• Detection of hardware problems
• Configuring of up to 8 monitored services

Interval:

• 5 minutes

Services:

• Hardware Health: ICMP ping, availability monitoring agent, Raid status (software and hardware Raid)
• Hardware Performance: CPU idle utilization, free memory, free swap, number of processes, load, uptime, free disk space, free inodes
• External Checks: SSH, HTTP, HTTPs, SMTP, IMAP, POP3, FTP, PLESK (Control Panel)
• Advanced Checks: e.g. DNS zone check, e-mail sending (SMTP) and receiving (IMAP, POP3), MySQL availability/replication check, HTTP with return check

Any failures that are monitored by Managed Monitoring are fixed pro-actively 24/7 by the MGI Data support team. If the customer chooses Managed Monitoring Platinum, all work carried out is billed within the context of the product Managed Administration Platinum. This is due to the fact that MGI Data has to deal with different server configurations individually and complexities as well as failure frequencies. In doing so, MGI Data is able to perform an unlimited number of checks very cost-efficiently.

The configuration and administration will be the sole responsibility of the MGI Data staff. For this, an initial meeting between the customer and MGI Data’s Technical Consultants will be arranged. If the client requires changes to be made to the Managed Storage, a change request needs to be submitted by the client and approved by the Technical Consulting team. Once approved, the requested changes will be conducted by MGI Data’s Technical Team.

A service level agreement is offered for MGI Data Managed Web Cluster. It contains service availabilities, maximum recovery times, and maximum response times. The Service Level Agreement is provided as a separate document.

The Support and Monitoring by MGI Data is working 24 hours a day on 365 days a year. If the Support detects a failure in the services, arrangements to correct the failure will be initiated immediately.

MGI Data is available to its clients 24 hours each day, every day of the year, through our Phone Support. Information for the Phone Support is provided after the service has been provisioned. MGI Data usually confirms incoming error reports from customers within one hour, and informs the customer on short notice about the troubleshooting status.

MGI Data announces a scheduled maintenance, which may impact a customer’s service, at least three business days in advance. Scheduled maintenance is normally performed between midnight and 6 a.m. GMT.