Monitoring As a Service Aptum and Logic Monitor It Management That’S Powerful, Affordable and Easy to Use 1.0 Introduction

TECHNICAL DESCRIPTION

MONITORING AS A SERVICE APTUM AND LOGIC MONITOR IT MANAGEMENT THAT’S POWERFUL, AFFORDABLE AND EASY TO USE 1.0 INTRODUCTION

Aptum Monitoring as a Service is a powerful monitoring and reporting platform that provides a unified solution to monitor all of your Managed servers, devices and applications on one powerful platform, with a single pane of glass for all your graphs, forecasts and alerts on your critical infrastructure.

2.0 MONITORING AS A SERVICE – AT-A-GLANCE

The Aptum monitoring platform powered by Logic Monitor easily fits into your IT environment with minimum configuration. The collector automatically recognises devices in your infrastructure and immediately beings collecting performance metrics for your network equipment, storage, databases, servers, hypervisors and applications.

The Aptum and Logic Monitor team builds in the monitoring configuration and alert thresholds for your Managed Hosting environment so that you don’t have to. Its capabilities allow you to review critical performance metrics and event alerts so that any potential problems with your applications or infrastructure can be resolved faster. The service is deployed by using an agentless SNMP and WMI monitoring system powered by Logic Monitor.

The Monitoring platform is highly redundant with strategically placed redundant collector clusters in Aptum data centers ensuring no single point of failure in the monitoring platform.

Agentless No hardware required

Automatic device discovery Auto configuration of basic monitoring on all devices

2 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR 3.0 MONITORING AS A SERVICE – SERVICE OVERVIEW

MONITORING PACKAGES FOR HOSTING

BASIC MONITORING STANDARD MONITORING

This package is included for all managed hosting customers This package includes all of the features of Basic Monitoring, and includes Aptum response to Ping* and Port* check in addition to: monitoring of servers. Web-based portal and instrumentation for customized and Basic Monitoring does not include portal access, scheduled reports, dashboards, alerts & thresholds instrumentation or reporting capabilities. Health Performance monitoring for server CPU, disk, memory Basic Monitoring includes the relevant default checks for operating systems, virtualisation, network device database ports 22,80 and 3389 on the primary IP of the device. Application monitoring across the entire stack Additional IP addresses and port monitoring are available by Mobile app for easy access upgrading to the Standard Monitoring Package Email alerts for a single group of email addresses may also be configured, upon request

OPERATING SYSTEMS SUPPORTED

Windows 2008/2012 Windows 2008/2012

RHEL 6/7 RHEL 6/7

CentOS 7 CentOS 7

MONITORING SOLUTION MANAGED HOSTING MONITORING COLLECTOR

LOGIC MONITOR YOUR YOUR MOBILE BROWSER

3 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR 3.1 BASIC MONITORING PACKAGE

The Basic Monitoring Package provides raid, ping and optional port checks which are monitored by the Aptum Technical Support Teams.

In the case of an event, Aptum will notify you and perform a predetermined action on your behalf, according to our standard runbook actions defined in the table of responsibilities section 5.1.

For the optional port check monitoring, a TCP connection is initiated to user-defined ports on configured host IPs. Port availability is monitored and you will be notified when a port is down. Aptum is able to actively monitor the following ports (available on request):

PORT / PROTOCOL EXPLANATION INTERVAL

ICMP (Enabled by default) Ping Response Check 1 minute

80 / TCP (Enabled by default ) HTTP Service Port-Check 2 minutes

443 / TCP (On request) HTTPs Service Port-Check 2 minutes

1443 / TCP (On request) MSSQL Service Port-Check 2 minutes

3306 / TCP (On request) MySQL Service Port-Check 2 minutes

6379 / TCP (On request) Redis Service Port-Check 2 minutes

11211 / TCP (On request) Memcached Service Port-Check 2 minutes

22 / TCP (Enabled by default ) SSH Service Port-Check 2 minutes

3389 / TCP (Enabled by default ) RDP Service Port-Check 2 minutes

APTUM ADDITIONALLY MONITORS THE FOLLOWING DATA POINTS:

PORT / PROTOCOL EXPLANATION INTERVAL

Host Status Seconds since activity 2 minutes

RAID Status Health status of RAID devices 5 minutes

NOTES:

1. Software firewalls must allow monitoring collector IP ranges. The latest collector ranges are listed on Page 13 of this guide.

2. No customer access to instrumentation or alerting is available within the scope of the Basic Monitoring Package.

3. The Aptum Basic Monitoring Package is included by default when you subscribe to Managed Hosting on all new devices.

4. Should you wish to opt-out of the basic monitoring service please contact your sales representative when placing your order so all device monitoring may be removed from the order. Please note SLA credits will no longer be applicable if the basic monitoring service is turned off.

4 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR 3.2 STANDARD MONITORING PACKAGE The Standard Monitoring Package includes the same features as in the Basic Monitoring Package, with additional feature rich capabilities outlined below: All features in Basic Monitoring Package Customers receive one recipient group containing their users email A robust user experience via web-based portal access for addresses customisable reporting and dashboard views Ping, port and RAID events delivered to the Aptum Global Technical Performance monitoring for server CPU, disk, memory operating Operations Centre for fast resolution systems, virtualisation environments, network device database for Upon request, the recipient group can receive basic alerts in addition health checks to error and critical event alerts as configured as part of the Standard Application monitoring with a detailed line of sight across the Monitoring Package application stack Customers have the ability to disable event alerts from the monitoring Alerts and threshold custom settings portal Customized and scheduled reporting Customers can create web content checks with multiple steps to ensure the health of web applications Mobile application for easy access Using the mobile app, customers can view their dashboard and alerts from anywhere

MONITOR YOUR SERVERS AND APPLICATIONS WITH A UNIFIED PLATFORM

Information for your CPU, disk, memory, network interfaces, network time, port availability and additional application metrics* is achieved by using secure SNMPv3 collectors for Linux and WMI collectors for Windows from data points emitted by your servers.

Extended information about your systems will be provided utilising standard monitoring. Servers will emit data points to collectors using secure SNMPv3 (Linux) or WMI (Windows). Data points include, but are not limited to, CPU, disk, memory, network interfaces, network time, port availability, application metrics* and more.

NOTES:

1. *Application metrics are provided as available and are subject to change as new versions are released and others retired.

2. Alert rules are not set up by default. Contact your support representative to have one set up.

5 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR 3.2.1 SERVER MONITORING FOR WINDOWS SERVERS

DATA POINT EXPLAIN WHAT THIS METRIC IS EXPLANATION INTERVAL

Includes Basic How The Monitoring Helps You Track All Data Points From Refer To Monitoring Performance Of Your Infrastructure Basic Monitoring Basic Details Included In This Package CPU monitoring helps you keep control of the loads that your CPU CPU Utilisation Statistics 2 minutes servers are subject to Memory monitoring helps you to ensure enough memory is Detailed Memory Utilisation Memory Stats available for mitigating performance problems and that your 2 minutes Statistics server is running as fast as possible Memory and Memory consumption percentage helps you to identify if an Memory Consumption 4 minutes Processes application is performing within typical ranges Percentages Split I/O is a good indication of fragmentation, which can Physical Disks Split I/O Percent 4 minutes reduce performance by causing excessive seek time Logical Drive The average time interval to process read commands from Device Latency and I/O Percent 1 minutes Performance the Guest OS to the virtual machine Volume Usage The amount of read or write data that is being consumed Logical Volume Utilisation 3 minutes Logs the usage to your hard drive while displaying the Interfaces Network Interface Statistics 5 minutes bandwidth that is being consumed Calculates the time offset and round trip delay between two Time Offset Windows Time Offset 4 minutes computers Helps to determine which network adapter and IP addresses TCP Stats Detailed TCP Network Statistics 5 minutes may have congestion issues Helps to determine the source and destination of traffic and UDP Stats Detailed UDP Network Statistics 2 minutes causes of congestion Is the measure of the time a server has been working and System Uptime Locally reported uptime of server 5 minutes available

NOTES:

1. *Application metrics are provided as available and are subject to change as new versions are released and others retired.

2. Alert rules are not set up by default. Contact your support representative to have one set up.

6 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR 3.2.2 SERVER MONITORING FOR LINUX SERVERS

DATA POINT EXPLAIN WHAT THIS METRIC IS EXPLANATION INTERVAL

Includes Basic How The Monitoring Helps You Track All Data Points From Refer To Monitoring Performance Of Your Infrastructure Basic Monitoring Basic Details Included In This Package CPU monitoring helps you keep control of the loads that your CPU CPU Utilisation Statistics 1 minute servers are subject to CPU Core Measures how much of the CPU core is in use Individual CPU Core Statistics 2 minutes Memory monitoring helps you to ensure enough memory is Memory Usage available for mitigating performance problems and that your Swap Utilisation 1 minute server is running as fast as possible Measures the amount of raw storage capacity for fault Drive Status Disk Fault Tolerance Status 9 minutes tolerance Monitors the health of the RAID arrays to protect against LSI MegaRAID RAID Device Status 5 minutes data loss on hard drives in the event of sudden downtime Disk Usage How much data is being written/read on your storage device Disk Usage Percentage 5 minutes Logs the usage to your hard drive while displaying the Interfaces Network Interface Statistics 2 minutes bandwidth that is being consumed TCP - Helps to determine which network adapter and IP addresses may have congestion issues TCP/UDP Stats Detailed TCP & UDP Statistics 5 minutes UDP - Helps to determine the source and destination of traffic and causes of congestion Is the measure of the time a server has been working and Uptime System Uptime 10 minutes available

NOTES:

1. *Application metrics are provided as available and are subject to change as new versions are released and others retired.

2. Alert rules are not set up by default. Contact your support representative to have one set up.

7 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR 3.2.3 APPLICATION MONITORING Aptum Standard Monitoring Package also includes detailed visibility with a direct line of sight across the application stack (app, server, storage) with key performance insights to find and fix problems quickly. Using graphs and other widgets on your dashboard, you can visualise Nginx global connection count, or even Nginx requests per connection. A non-exclusive list below lists common applications and their setup resources.

NOTES: 1. Setup of Application Monitoring requirements is not included in any of the Monitoring Packages. Assistance in configuring the first 2 servers is included. Additional Application Monitoring is available at an additional fee subject to the size and frequency of the request.

Many more applications are available in the Aptum/Logic Monitor Support Knowledgebase

APACHE NGINX VARNISH WEB SERVER WEB SERVER CACHE SERVER

Apache Web Server: Device setup and Nginx Web Server: Device setup and Varnish Cache Server: Device setup and configuration information for monitoring configuration information for monitoring configuration information for monitoring Apache statistics Nginx statistics Varnish statistics

NETWORK REDIS MYSQL FILE SERVER DATABASE SERVER DATABASE SERVER

Apache Web Server: Device setup and Redis Database Server: Device setup MySQL Database Server: Device setup configuration information for monitoring and configuration information for monitoring and configuration information for monitoring NFS statistics Redis statistics MySQL statistics

POSTGRESQL MSSQL ORACLE DATABASE SERVER DATABASE SERVER DATABASE SERVER

Apache Web Server: Device setup and MSSQL Database Server: Device setup Oracle Database Server: Device setup configuration information for monitoring and configuration information for monitoring and configuration information for monitoring PostgreSQL Statistics MSSQL statistics Oracle statistics

JAVA TOMCAT MONGO APPLICATIONS APPLICATION SERVER DATABASE

Java Applications: Device setup and Tomcat Application Server: Device MongoDB: Device setup and configuration configuration information for monitoring setup and configuration information for information for monitoring MongoDB JVM Java Application statistics monitoring Tomcat statistics statistics

POSTFIX EMAIL DOCKER MAIL SERVER SERVICE MONITORING CONTAINER SERVICE Email Service Monitoring: Setup and Postfix Mail Service: Device setup and Docker Container Service: Setup and configuration for monitoring your SaaS configuration information for monitoring configuration of a Docker container that can Email Service Provider, such as Google App Postfix Mail Server monitor your Docker service or Office 365

8 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR 3.2.4 CUSTOMIZED SINGLE PANE OF GLASS PORTAL WITH DASHBOARDS, INSTRUMENTS AND POWERFUL REPORTING

The Standard Monitoring Package also provides our customers with a single pane of glass portal for all of their rich set of dashboards, instruments and reporting via a comprehensive web portal tool that provides you with multiple ways to access reports quickly and effectively, using the support center knowledge base. Custom notification rules for threshold levels can also be established based on observed behaviours from the monitoring platform.

The Aptum / Logic Monitor Support Knowledge base is available to help you set up your portal and dashboard/reporting needs.

How to Customize your Dashboard View: Additional guidance and help guides for customising your dashboard view may be found in the support knowledge base and include the following key areas:

3.2.5 ALERTS AND THRESHOLDS

Custom notification rules for threshold levels can also be established based on observed behaviours from the monitoring platform. Examples include description of severities, tuning alerts thresholds and disabling alerts for set alarms.

3.2.6 REPORTING NOTE

* Customized SLA reports and dashboard metrics created by the customer are not reflective of the Aptum SLA outlined in the MSA.

ALERTS & THRESHOLDS: Customized notification rules for threshold levels can also be established based on observed behaviours from the monitoring platform.

APPLICATIONS & DATABASES: Ensure your applications stay online all the time with detailed statistics about critical applications running on your hosting infrastructure including Apache, MySQL, Nginx, SQL, Redis, etc.

9 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR SCHEDULED REPORTS: Rich and powerful reporting capabilities are available via the portal allowing you to customize the type of report.

DEVICE DRILL DOWN: Drill down to gain an in-depth view of all of your devices. Use the user interface (UI) to compare statistics from one device to another.

DASHBOARD REPORTING: The web-based portal includes tools to customize your graphs, gauge and charts so that you have a single visual display of your key performance metrics.

SERVICES: The visual user interface allows you to view reports, create customized reports, schedule report delivery, create reporting groups.

ALERTS & THRESHOLDS: Custom notification rules for threshold levels can also be established based on observed behaviours from the monitoring platform.

10 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR 3.2.7 MOBILE APPLICATIONS

The Standard Monitoring Package has two ways for you to view and react to your data from your mobile device:

Mobile view & mobile application available for Android and IoS. Currently the mobile view and mobile application offer the same functionality. Both are focused on reactive infrastructure monitoring and are intended for basic triage tasks to help you identify next steps. The mobile view and application functionality allow you to:

View and respond to alerts

View graphs for the data that triggered the alerts

View dashboard graphs

Download the appropriate version of the Logic Monitor Mobile App from the links below.

Google Play Store Apple iTunes Store

4.0 INCIDENT ESCALATION MANAGEMENT PROCESS

* Customers must request additional Alert Rules to be created by the Aptum customer support team in order to begin to receive email alerts for the standard monitoring package.

RESPONSIBILITY CUSTOMER APTUM LOGIC MONITOR

MANAGED SERVER

Ping, Standard Port, RAID, Host Status as Basic Monitoring outlined in section 3.1

Ping, Standard Port, RAID, Host Status as Standard Monitoring outlined in section 3.2

All additional customized alerts established by Standard Monitoring the customer

11 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR 5.0 RESPONSIBILITIES TABLE

RESPONSIBILITY CUSTOMER APTUM LOGIC MONITOR

BASIC MONITORING

Maintain and update LogicMonitor Portal

Install and Maintain LogicMonitor Collectors

Install and Configure Logic Monitor on Aptum Devices

Respond to Ping, Port and RAID Alerts from the Basic Monitoring Alert Rules. In a case where a device is completely inaccessible, our engineers will attempt to restart the service to rectify the issue.

Maintain and Update Run Book notes in Montoring System to inform Aptum Support what to do when a Ping, Port or RAID Alert is triggered

STANDARD MONITORING

Maintain and Update LogicMonitor Portal

Install and Configure LogicMonitor on Aptum Devices

Assist in learning the LogicMonitor portal and it's functionality

Maintain current content information in LogicMonitor portal user profile

Inform Aptum Support when Alert Rule should be created or changed

Disable unneeded alerts from portal

Install and update LogicMonitor Mobile software

Adjust Alert Thresholds that are not appropriate in the default state

Configure Application Monitoring requirements or request professional services to have Aptum support complete the work

12 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR TITLE METRIC REACTION

The Aptum Technical Support Team will open a ticket and call your technical contact if your server is 3 consecutive failed Hostcheck down. Our Technical Support Team will troubleshoot the server and proceed with a reboot. ICMP polls or Host Alert Status Alert In case of an emergency the Customer Experience Support team will contact the emergency, technical, and primary contacts in that order.

3 consecutive failed The Aptum Technical Support Team will open a ticket and call your technical contact. If there is no Port Down Port down polls of answer, Aptum will attempt to login to troubleshoot and restore the service. Alert the same port If Aptum determines that port in question was stopped intentionally, we will request further instructions.

The Aptum Technical Support Team will open a ticket notifying the technical contact and verify that the RAID 2 consecutive failed server is online. Degradation RAID degradation Alert polls If the server is found to be offline or if there are issues with the RAID, we will contact the emergency, technical and primary contacts in that order.

IMPORTANT NOTES

1. Monitor Setup Do not modify the monitoring setup on your server without first contacting the Aptum Support Team. Any changes that you make to the SNMP or WMI software or configuration installed on your server may result in a monitoring failure.

2. Collector IP Addresses Inbound/outbound connections from the server to the following network addresses are required for monitoring to be activated, for each data center. These should be set up on all of your devices by default. • Portsmouth, England – 176.74.172.32/27 • Toronto, Ontario – 09.15.254.16/29 • Miami, Florida – 216.87.0.195/32 • Los Angeles, California – 64.34.248.155/32 • Vancouver, British Columbia – 66.135.45.182/32 • Atlanta, Georgia – 66.223.56.0/23 • Washington, Virginia – 64.34.160.12/30

3. Sitemonitor External Service Checks a. The Sitemonitor functionality found on your Services tab in the Logic Monitor Portal Interface is intended to provide you with details about access to your website externally. You get a better test if you are not explicitly watching for traffic from a given IP address. As such, we do not recommend you whitelist the IP addresses of these locations, and they are likely to change more frequently than our other server addresses. If you find that you need to restrict pages to Sitemonitor requests, the best options are:

i. Look for the user agent “LogicMonitor SiteMonitor/1.0”. This will be used by all Sitemonito requests.

ii. Set your own custom header while formulating the check and filter on that.

4. However, if you need to use the current list of IP addresses Sitemonitor may check from, it is available on this page.

13 www.aptum.com TECHNICAL DESCRIPTION: MONITORING AS A SERVICE - APTUM AND LOGIC MONITOR KEY TERMS

Monitoring Portal The Monitoring Portal can be accessed via the https://peer1support.logicmonitor.com portal if you have purchased the Standard Monitoring Package.

Plan A plan is a defined level of monitoring service that includes a specific set of monitoring probes. In addition to the standard Basic Package which is available at no charge with all hosting plans, we offer the Standard Monitoring Package as an optional subscription.

SNMP Aptum leverages SNMP to monitor operating systems and other devices. By default, we use SNMPv3 on support operating systems and devices. In the event that SMMPv3 is not available, SNMPv2c is used.

WMI WMI is the Windows Management Interface, we leverage WMI to monitor all aspects of the Windows Operating system and its related applications and components. The default WMI user created when Logic Monitor is deployed and configured is a user which has no admin & remote login privilege.

HOW TO CONTACT SUPPORT

Open an Online Ticket Go to https://mypeer1.com and enter your Client ID and password into the logon box. Choose the Support tab at the top of the page and a list of open and closed tickets should display. Choose “Request Support” in the upper left hand corner and fill out the requested information.

Aptum Service Level Agreement Aptum is committed to providing services to its customers at a standard of excellence commensurate with the best practice in the industry. Network uptime and server availability are of the highest importance. Aptum’s Service Level Agreement applies to all Aptum plans and supplemental products.

This information is subject to change at any time. All Aptum Managed services are subject to Aptum Terms of Service.

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Visit www.aptum.com or email [email protected]

ABOUT APTUM TECHNOLOGIES

Aptum Technologies enables customers to unlock the potential of their data infrastructure to drive tangible business outcomes and maximize the value of their technology investments. Aptum’s Data Center, Cloud, Hosting and Connectivity solutions, underpinned with expert Managed and Professional Services, offer genuine choice and adaptability combined with international reach spanning North America, Latin America and Europe. In Canada, through its Fiber business, Aptum is the first neutral host provider of turnkey small cell connectivity, augmenting an extensive metro network across Toronto and Montreal. Aptum is a portfolio company of Digital Colony, a global investment firm dedicated to strategic opportunities in digital infrastructure. For more information, visit www.aptum.com.