Infrastructure Monitoring
In the Infrastructure Monitoring Service module, we use Monitoring Software to monitor the performance of your supported cloud resources with the aim of optimizing their operation by identifying issues and automatically creating Incidents for resolution.
During onboarding we deploy monitoring agents and the default baseline configuration of alert thresholds as defined in the Operations Definition agreed during onboarding. After receiving an alert we determine whether the alert has a known impact, an unknown impact or no impact.
Alerts that have a known impact lead to the creation of an Incident and the commencement of the Incident and Service Request Management process by SoftwareOne.
Where alerts have an unknown impact we will notify you. If you confirm there is indeed an impact an Incident record will be created and the Incident and Service Request Management Process will be commenced. If you confirm that there is no impact or you do not respond to the alert within three (3) days the alert will be closed.
Alerts with no impact will be ignored.
You may request changes to the baseline configuration at any time by raising a Service Request.
Related Information
For more information, refer to:
Your Operations Definition document.