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Managed Services
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Magnum ProactiveWatch is an IDT Managed Service offering consisting of monitoring and diagnostic software allowing IDT to watch all of our customer’s servers, networks (and optionally workstations) – without having to be on-premise to do so. With IDT’s Magnum ProactiveWatch, our customer’s get the following unique benefits:
- IDT’s Magnum ProactiveWatch Works "Out-of-the-Box" - Site Down, Internet Down, Server Down, Resource Usage (CPU, Memory, Disk, Handles, Threads), Event Log, and Integrity Monitoring all start working the instant we install a Gateway and one or more Agents at our customer’s site - with no configuration or setup on our customer’s part.
- Breadth of Coverage - IDT’s Magnum ProactiveWatch includes pre-defined templates for Exchange, SQL Server, IIS, Citrix/MSTS, as well as many add-on products and services like Symantec Anti-Virus, Symantec BackupExec, HP Insight Manager, BlackBerry Servers, and many others. We can even further extend the templates to include complex applications such as: Hyland OnBase, Oracle Content Management (formerly Stellent UCM and/or IBPM), Kofax Ascent, Dynamics GP, Dynamics CRM, EMC Captiva, FileBound, among many other applications.
- Deep and Frequent Analysis - Every 10 seconds IDT’s Magnum ProactiveWatch checks the resource utilization state of every instance of every process (and user), any changes in installed software, and any changes in the portions of the registry where user installed software or malware can be launched.
- Snapshots and Historical Comparisons of System State - When an issue occurs, IDT’s Magnum ProactiveWatch "snapshots" the resource utilization profile of the server at that point in time, as well as the system profile (hardware and OS state), and the installed applications profile. Historical Time Stamps compare the current state of any server or network device to a "known good" state.
- Remote Control Integration - IDT’s Magnum ProactiveWatch provide seamless one-click integration to LogMeIn ITReach, as well as any other remote control mechanism of your choice.
- Easy to Set Up Performance Analysis - If you have web or Citrix based applications, IDT’s Magnum ProactiveWatch includes easy to set up URL and ICA response time monitors that watch the response time of business critical applications and systems.
- Proactively Address Capacity Issues With Our Customers - The IDT’s Magnum ProactiveWatch Customer Report projects capacity issues 30, 60, and 90 days into the future. Use this information to fix any customer problem before they "hit the wall."
- Customer Console for Collaborative Support - For our customers that have internal IT staff but are stretched too thin to configure and maintain an expensive, complex on-site monitoring product, they can purchase IDT’s Magnum ProactiveWatch Console and share the monitoring and support tasks. The console allows our customer to see their own environment only.
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Managed Service Offering Tour: IDT’s Magnum ProactiveWatch Console displays all of our customer’s monitored servers and clients on one screen, with an easy to read dashboard of alarm status for each of the IDT’s Magnum ProactiveWatch monitoring groups. IDT’s Magnum ProactiveWatch Console is a rich client .Net 2.0 application and it is viewable by any of our Technical Support Professionals - 24 by 7 via a secure web browser and/or Mobile Windows client.
Managed Service Offering Features:
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Site Down |
Each customer site is continuously monitored by the IDT’s Magnum ProactiveWatch back end servers. If the site drops off of the Internet, IDT’s Magnum ProactiveWatch issues an alarm. This "out-of-band" monitoring works without relying upon any working computers at the customer site to issue the alarm. |
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Internet Down |
The IDT’s Magnum ProactiveWatch Gateway continuously monitors the ability to access the outside Internet from the customer site. By default this monitor checks access to common public web sites like Google, but it can also be configured to specifically watch the WAN link that our customer is paying for. |
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Server Down |
The IDT’s Magnum ProactiveWatch Gateway continuously monitors each server at its site. If a server misses a check-in interval, a server down alarm is issued. This alarm can be augmented with a backup ICMP ping from the Gateway to the server if desired. |
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LAN Latency |
The Latency over the LAN between each server and the IDT’s Magnum ProactiveWatch Gateway is continuously monitored. An Alert is generated if the latency rises over the threshold for the specified period of time. |
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Event Log Monitoring |
The Application and System Event Logs are automatically collected for all monitored Windows servers. Events can be easily browsed in the Event Log Viewer for any server. Templates contain details for specific types of servers, like watching for datastore events on Oracle ECM, Microsoft SharePoint & Exchange Servers. Alerting for Event Log errors can easily be turned on, and unwanted Event Log Alerts can be easily filtered out with Alarm Management. |
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Resource Monitoring and Snapshots |
CPU, Memory, Disk, Thread, and Handle usage are monitored every 10 seconds on a per process instance and per user basis. When an issue occurs, a snapshot of the system state is taken that allows our Support Professional to see exactly what was happening when the problem occurred. |
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Installed Software Change Monitoring |
Any change to the installed set of hot fixes, security updates, or installed applications is automatically detected and alerted upon. Changes to the section of the registry (run, run once) that are used to launch programs are also automatically detected and alerted upon. |
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Network Device Monitoring |
IDT’s Magnum ProactiveWatch can monitor the availability of any device that can respond to an ICMP Ping, and can monitor the inbound and outbound bandwidth utilization of any network device that supports SNMP 2.0. |
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Web Site Response Time Monitoring |
Any Server or Workstation with IDT’s Magnum ProactiveWatch Agent can monitor the response time of any web site that is accessible to that server. This allows IDT to establish both "outside in" monitors of our customers' critical web sites, as well as monitors that access the performance and availability of internal web resources. |
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Citrix ICA Response Time Monitoring |
IDT’s Magnum ProactiveWatch can monitor the response time of any Citrix Server from any server that has IDT’s Magnum ProactiveWatch Agent installed. This is an excellent way to determine how responsive Citrix Servers are to connection requests from ICA workstations and Web Interface Gateways. |
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Port Availability and Integrity Monitoring |
IDT’s Magnum ProactiveWatch can monitor the availability of required ports (80 and 443 on a web server), banned ports (for example the FTP ports on a web server), and "white listed" ports that are allowed to come and go. Exceptions to these Port policies are immediately alerted upon. |
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Service and Process Monitoring |
Automatically started services are all continuously monitored, and alerts are generated if one of them stops. Individual processes for certain server types (like store.exe for Exchange Servers) are also monitored. Additional individual services and processes can be easily added for any set of servers or workstations. |
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Application Crash Monitoring |
Any application crash is automatically detected and alerted upon. If Dr. Watson is enabled, the Dr. Watson log is parsed for the fault that caused the crash. This information is presented in the snapshot diagnostics that come with the alarm. |
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