FAQS

What smartphones are compatible?

Supported smartphones are those with an OS version later than Android 4.x.x
Supported screen sizes: > 4’’

Tablets that match the specifications above are compatible, but the application will be exactly the same as the smartphone version (i.e. will run in "stretched" mode).

Can tickets be created via the mobile app?

This feature is not currently implemented.

Can the ServiceNav Box run as a virtual machine?

Yes. The ServiceNav Box can be implemented as a virtual machine. We support VMWare, Hyper-V and Xen Server environments.

Is it possible to monitor a customer over a VPN connection?

It is indeed possible to install the monitoring server on the reseller's site and retrieve the required information from their customers over a VPN connection. We also offer the facility to configure specific routing on the monitoring server to handle complex network infrastructures.

However, in the interests of quality of service and economy of bandwidth (both at the customer's and reseller's end), we prefer to deploy a monitoring server in the form of a ServiceNav Box to each customer (physical box or VM).  In the event of a VPN outage, monitoring will then continue to work at the customer's end, caching the monitoring data. The data will be restored once the VPN connection is re-established.

The box needs to carry out checks on customers' IT infrastructure:

Case 1: If the monitoring server is on the customer's site, the traffic used for monitoring (70%) goes over the customer's LAN, and only data sent to the web server will go over the VPN (30%).

Case 2: If the monitoring server is deployed to the reseller's site, the traffic going across the VPN is 70% and the 30% used for sending the derived data goes over the reseller's LAN.

This rule of thumb must therefore be borne in mind when choosing either of the two solutions.

What are the requirements for using ServiceNav at the end customer's site?

Box mode: to return monitoring data to the web platform, the customer must allow the ServiceNav Box to make an outgoing connection to services-box.viadeis.com on TCP port 9465

Agent Mode: To operate, the agent uses two outgoing ports: either port 80 or 443, plus port 5667. The agent is compatible with 32-bit and 64-bit Microsoft Server 2003, 2008 and 2012 environments, as well as SBS versions 2003, 2008 et 2011.

Why is an account with domain admin rights used for monitoring?

Monitoring is performed using the SNMP and WMI protocols. The WMI protocol needs to be used for services, for example, that monitor disk I/O rates, scan services or the Windows event log, read performance counters, etc.
WMI requires a user with admin rights for the server being monitored. One means of minimizing the corresponding risk is to set up a dedicated user for the purpose of monitoring, with no session mode access to the server.

How is the box authenticated by the web monitoring platform?

The connection is initiated by the box using the SSL protocol. An RSA key and certificate exchange provides secure authentication of the box. Using a unique identifier, the monitoring platform is able to recognize the box and use the associated parameters.

Is data collected sent securely from the box to the platform?

All monitoring data collected is sent over a secure connection that is encrypted via the SSL protocol, guaranteeing the security of data.

Is the box configuration sent securely from the monitoring platform to the box? How?

To retrieve its configuration, the box establishes an "rsync" connection over the SSL tunnel set up by the box upon initialization. This protocol provides the option to transfer files reliably and securely from one machine to another.

What happens if you remove the compact flash card from the box?

Removing the Compact Flash card automatically shuts down the monitoring box, which thereby informs Coservit.

Are any passwords stored on the monitoring box?

Nagios stores passwords for performing checks (e.g. text wmi, snmp v3, etc.) within its local configuration, i.e. on the box. 

What service level does Coservit guarantee?

Percentage uptime of the monitoring platform (web site, database, collection servers) is 99.9%. This uptime is measured over one year, Monday to Friday, 8am to 8pm, excluding public holidays and planned maintenance. This is equivalent to a maximum of 4 hours of downtime over the period.

The solution handles monitoring of each box deployed and informs the Reseller and/or Customer as soon as any downtime is detected -- monitoring is performed on a five-minute basis.

A high uptime guarantee can be provided for collection servers (boxes) by having a second backup box on-site at the Customer's end, and by implementing the process to download configurations from the web platform.

The guarantee excludes any power failures or network downtime, for which the Customer is responsible.

Coservit guarantees that it will exercise due diligence when it comes to box configuration and and production data:
• database storage on the web platform
• database backups to an external server

Backups are performed on a daily basis.

Coservit keeps data for five years via the archiving process set out below.

In the event of a proven failure on the box, Coservit will send the Customer a new box within 48 hours and will restore service to the solution via remote maintenance.

In the event of loss of communication with the box, Coservit undertakes to inform the Reseller and/or Customer within 30 minutes so that they can check the reasons for the fault (Customer's Internet connection, firewall).

In the event of a disaster hitting the monitoring platform, what happens?

Monitoring and configuration data is backed up to an external FTP server on a daily basis. In the event of a disaster requiring web platform hardware to be replaced, the time required to return to service will be in the order of one day. In the event of loss of monitoring data as a result of the disaster, the monitoring data backed up the previous day will be restored from the FTP backup server.

How long can the box go on collecting monitoring data in the event of an issue communicating with the monitoring platform?

As standard, the box has a buffer of sufficient size to cope with a loss of connectivity for up to 4 hours. The size of the buffer can be configured. If the buffer is full, it purges the oldest data in order to make room for new information. The data stored in the buffer is the current monitoring data only (service and hardware statuses). Logs and performance data are saved to file: none of this data is therefore lost, provided that the box has sufficient disk capacity.

What is the database storage capacity needed for monitoring data?

This space is determined by the volume of hosts monitored, number of test points (services) on those hosts, and the frequency of data collection. A typical roll-out across 20 servers with 400 services requires database storage space of 600MB. As the data history over several years is averaged, the corresponding database use is negligible.

What bandwidth is required for the solution?

The ServiceNav Box and web platform exchange data in the following cases:
- When configurations are downloaded by the ServiceNav Box
- When software updates are downloaded by the ServiceNav Box
- When monitoring data is collected by the platform

How is old monitoring data processed?

Monitoring data is aggregated on a daily basis. This aggregation process consists of averaging data over one month and keeping it over a period of five years.

As a result, raw monitoring data can be accessed on line for a maximum of three months. It is then archived and may be restored on request.

Aggregate monitoring data can be accessed on line for a maximum of five years. It is then archived and may be restored on request.

How does the process work for logging into the monitoring platform?

Logins to the monitoring console are made over HTTPS during the authentication phase. Logins to the monitoring console in operating mode are also made over HTTPS, with the Reseller purchasing a certificate for a subdomain within their domain.

Can you have simultaneous logins to the monitoring platform with the same user name and password?

Simultaneous logins to the monitoring platform are technically possible. There is no licensing limit to the number of logged in users.

How do you set up users and grant them access permissions?

Any Reseller account provided by Coservit determines the user permissions, and hence the configuration permissions, assigned to each account.

What is the length of a user session on the monitoring platform?

The session length is one day.