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Monitoring Service

What we monitor

By default, monitored services on our Cloud Hosted MDaemon servers are checked once every minute.

The following items are monitored from two physically separate locations and generate critical alerts if a failure is detected:-
  • Ping time
  • RDP service availability
  • HTTP (SSL) service availability
  • SMTP/IMAP email message round trip (this runs every 5 minutes rather than every minute)
  • SMTP service availability (not applicable if SMTP/IMAP email round trip test is active)
  • IMAP (SSL) service availability (not applicable if SMTP/IMAP email round trip test is active)
Note: The 'SMTP/IMAP email message round trip' test is preferred over the separate SMTP/IMAP service checks as it's a far more thorough test however it requires the dedicated use of 1 account on the MDaemon server.

The following things are also monitored:-
  • Running state of the MDaemon.exe process
  • Free space on each volume
    • General alert at < 20% free space
    • Critical alert at < 5% free space
  • Network traffic
    • Critical alert if traffic in or out is > 10Mbps for more than 1 hour

Notes:

We reserve the right to change the details relating to our monitoring service.

We reserve the right to reduce the monitoring on your server if repeated critical notifications are generated due to changes made to your MDaemon server by your own staff or sub-contractors.

What happens when a fault is detected

Items will go into a 'warning' state after 1 failure and a 'down' state after 5 failures.

A general alert is generated when an item has been in a 'warning' state for 5 minutes.

A critical alert is generated when an item has been in a 'down' state for 5 minutes.

General alerts are sent to support@zensoftware.co.uk which is monitored by four members of staff during normal office hours (9am to 5pm, all weekdays except public holidays).

Critical alerts are delivered to criticalalerts@zensoftware.co.uk which is monitored by three members of staff, 24 hrs a day. This address does not accept emails from anywhere other than our own monitoring systems.

Additionally, direct instant messages (which don't rely on email services) are pushed to the mobile phones of the same three members of staff.

Until the fault is cleared, critical alerts will be repeated every hour.