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Here are the answers to the questions we get asked most frequently. If you can't find the answer to your question here please contact support and we will be happy to answer it.

Why do I need to Monitor my servers?

You've invested a lot in your online presence. Customers expect your servers to be online and responsive 24 hours a day 7 days a week. It is therefore important your servers are available to meet their expectations. The only way to acheive this is to monitor your servers from the customers perspective. External monitoring allows you to react quickly to problems ensuring down time is minimised and customers expectations are met.

What is the advantage for me of your external monitoring service?

24 hours a day monitoring every day for all your servers
No capital investment required
Instant setup and immediate results
Monitor from the end-user perspective
Immediate notification of problems
No technical experience or training necessary
No software to install or maintain
No integration to be done

Do I have to install any software on my servers to use your service?

There is nothing to install or configure. All server monitoring requires is the address of the service you want monitored. Our monitors appear just like a customer to your servers.

Is there an initial set up fee?

No. There are no set up fees.

How do I pay for my monitoring service?

You simply create an account online, configure your monitoring services using our control panel. The first month is free, after that simple pay online for your monitoring services. You can opt to pay for your services every 1, 3, 6 or 12 months allowing you to keep control of your budget.

Is there a minimum contract period?

No. Should you for any reason wish to stop using our services simply inform us you wish to cease using our services. No further payment will be requried and there are no termination fees. All we ask is that you let us know the reason for closing your account.

What exactly is being monitored?

We check the availability and response time of your servers as well as any status codes returned. Our servers talk to yours at protocol level and check they are functioning correctly. Some monitoring services purely ping or attempt to connect to your server, whilst this method ensures they are on the net it does not mean they are working correctly.

My servers are hosted with an ISP how would your services help me?

Your ISP cannot check your web site from a customers perspective. They can only monitor it from their network. Server monitoring uses multiple monitors around the UK to monitor your servers simulating your customers experience.

What types of servers can be monitored?

Our monitors can monitor HTTP/HTTPS web servers, SMTP, IMAP and POP3 email servers, IRC servers, FTP servers, MySQL and SQLServer database and any device that can be pinged (such as a router). Should you have any other requirements please contact us with details as our services are constantly being developed and improved.

What should I monitor?

As a minimum you should monitor your web server. We recommend you also monitor your mail server so that you know that your customers can get in touch.

How often do you monitor my servers?

You can choose to have your servers monitored every 2, 5, 10 or 15 minutes. When a failure is detected we monitor your server every minute so we can tell you the moment it becomes available again. Once the problem is solved or after an hour has passed we revert back to the standard interval.

What happens if you detect a problem with my servers?

When a problem is detected we then recheck your servers a minute later and notify you by your choosen methods of the problem. Additonally we can alert you via SMS at the same time or after a further specified interval. If the problem persits for a preset period we will remind you of the problem if required. Once the problem has been solved we will notify you again.

Can you notify multiple contacts when a problem is detected?

Yes. You can nominate as many contacts as you like. Each can be notified by email and/or SMS and can have a different time delay and different reminder interval. Contacts can be set to receive a maximum number of messages, messages on specific days or between specific times. Charges apply for messages sent by us via SMS. If you have an Email to SMS service we can send correctly formatted messages for free.

Does it matter what software my server is running?

No. We don't need to know what hardware or software your servers are running. We use standard interent protocols to access your servers to simulate real customers and we experience the result just like your customers.

Can I monitor more than one server or service?

Yes. You can monitor multiple services on a server and/or multiple servers. Just choose the monitoring interval for the service you want monitored, set up the monitoring using your control panel and pay the appropriate fee online.

Why do you use multiple monitors?

We access your servers from 3 points of presence at the same time to prevent false alerts. Monitoring from 3 locations allows for the possibility that part of the internet is down and preventing us from accessing your servers. Only one monitor needs to be able to access your server to determine its status.

This is better than some systems which rely on one server to monitor your server and then have another server try and access your server if the first detects a problem. Systems like this do not pick up very intermittent problems and are more reliant on all the monitoring servers being available.

What happens if your monitoring server goes down?

As long as at least one monitoring server is running monitoring will not be affected. It is very unusual for one of our servers to be down and they are located at different data centres. The monitors monitor each other and notify our staff should they detect a failure. If a monitor does fail for an extended period then we have the option to start up our failover monitor until the failed server is back online.

How do I know that your monitoring service works?

We offer a free no obligation 1 month free trial so you can try our services before you buy. There is no hard sell and no commitment simply try out our services and if you like what you see pay before the end of the free trial and we will continue monitoring.

Can I turn my monitoring and/or notification on or off at will ?

Simply use our control panel to stop or start your monitoring services, change your notification options or modify your monitoring. All changes automatically take effect immediately. You can also control your monitoring by phone using 2-Way SMS.

Can I add additional services to my account for instant monitoring ?

Use our control panel to add any services you want monitoring at any time. Monitoring will start shortly afterwards and you will receive a confirmation automatically.

How do I remove your monitors from my web stats ?

We can't tell you how to do it in your particular software but you should be able to exclude access from our monitors in your reports. Check your reports for a browser callsed Server Monitoring and exclude it from the results.

My servers are protected by a firewall - can you monitor them?

Yes. Simply configure your firewall to allow our servers access on the appropriate ports.

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