Monitoring Only plan

• Device health Checks
• Security Alerting
• Network Monitoring
• Automated Reporting
• Alert Notifications

Monitoring Plan

Monitoring servers with Progress Technologies is a strategic business decision driven by the need for proactive IT management, access to specialized expertise, cost efficiency, and the ability to focus on core business operations.

Devices Health Checks

Progress Technologies RMM tool monitors over 1200 pre-built intelligent monitoring conditions that cover essential device health checks right out of the box. These default monitors track key system indicators and can automatically trigger alerts or remediation workflows when specified thresholds are exceeded.

While the full list of all 1,200+ conditions is extensive, the primary areas covered by the default device health checks include:

• Performance Metrics: Monitoring of CPU load, memory usage, and disk capacity/I/O rates to identify potential bottlenecks.
• Hardware Health: For supported devices, this can include specific monitors for ESXi data stores, disk health, fan status, power supply units (PSU), and temperature.
• Disk Usage: Monitoring of file/folder sizes and general disk space to prevent capacity issues.
• Disk Encryption Status: Monitoring the status of full disk encryption, such as BitLocker.

These default monitors are designed to reduce alert noise by grouping related alerts into actionable tickets and, in some cases, waiting to generate a ticket if an automated remediation is expected to resolve the issue quickly. Users can also configure or create custom monitors to suit specific needs.

Security Alerting

Progress Technologies monitoring tools include a set of pre-built, intelligent alerts and monitors, designed to provide comprehensive, out-of-the-box monitoring for critical system health and security-related events. These monitors run in real time and are applied automatically based on the endpoint's configuration, reducing the need for extensive manual setup.

• Event Logs: Monitoring of specific events in system logs to detect anomalies or potential security issues.
• Connectivity: Online status and network stability checks, including monitoring for network device outages, latency, and packet loss.
• Security & Compliance: Antivirus status, patch monitoring, and threat detection to ensure security measures are active and up-to-date.
• Service & Process Status: Checks for critical service failures and the status of specific processes to ensure essential operations are running smoothly.
• User Account Changes: Monitoring for changes to local administrator accounts or other sensitive user groups.
• Patch Management Status: Automatically tracking and alerting on missing or failed operating system security updates.

The monitoring approach involves a "correlation engine" that aims to reduce alert fatigue by consolidating related issues, allowing IT teams to focus on high-impact problems. You can also configure automated responses (e.g., running a script to restart a service or create a ticket) when an alert is triggered.

Network Monitoring

Progress Technologies Inc monitoring strategy includes a suite of default network monitors for devices like routers, switches, and firewalls, which can be enabled by adding basic network monitoring policies. These monitors use protocols like SNMP to track availability and performance, and are designed to provide immediate visibility and alerts for critical issues, with the ability to scale to more advanced monitoring as needed.

• Device availability: The tool will monitor the status and availability of network devices such as routers, switches, and firewalls.
• Performance and bandwidth: It tracks network bandwidth usage and other performance metrics to identify bottlenecks or unusual activity.
• Alerting on failures: It generates alerts for device failures and other critical events, reducing the need for manual checks.
• SNMP integration: ConnectWise RMM uses protocols like SNMP to collect real-time data from network devices for comprehensive monitoring.
• Syslog data: The system collects and allows you to view, filter, and search Syslog data from devices to troubleshoot issues.

Performance Thresholds

Progress Technologies monitoring plan uses "Intelligent Alerts" which are pre-built monitoring conditions automatically applied to endpoints based on their discovered hardware and software. The specific default performance thresholds include:

• CPU Usage: A common, frequently cited threshold for an alert is a CPU usage above 90% (some sources suggest a sustained load for a period, e.g., 15 minutes, to avoid transient spikes causing alerts).
• Memory Usage: While specific default percentages can vary, the system tracks available memory, with one mentioned threshold being available memory less than 10%.
• Disk Space: Default monitors often trigger alerts when free space drops below a certain threshold. Common defaults are based on either a percentage (e.g., 10% or 15% free space remaining) or a specific amount (e.g., 2 GB or 10 GB free space remaining), and some intelligent monitors use a combination of both to ensure coverage for both small and large drives.
• Other Monitors: The “Monitoring Only” plan also includes default monitors for other critical system health indicators, such as:
  • Antivirus health.
  • Drive SMART failures (predictive disk failure warnings).
  • Offline servers/agents.
  • Service failures (e.g., a critical Windows service stops running).
  • Unexpected shutdowns (Windows Event ID 6008).
  • One month since reboot for servers.

Monitors are typically checked frequently (e.g., every 5 minutes), and in many default configurations, a ticket is generated only after multiple consecutive failures (e.g., three failures) to reduce alert noise from temporary spikes.

Automated Reporting

Progress Technologies “Monitoring Only” plan includes basic reports on automation execution and integrated dashboards. The automation execution reports provide a summary of task success rates and a detailed view of individual task failures, while the integration offers pre-built dashboards and the ability to create custom reports on metrics like ticket resolution times and system performance.

• Automation Execution Summary: This report provides an overview of how often automated tasks run, along with their success and failure rates.
• Automation Execution Details: This report allows for a granular view of each task execution, showing specific instances of success and failure. It is useful for troubleshooting why certain scripts or tasks fail.
• Audit Trail: All automated tasks are logged with a complete audit trail, which can be reviewed to understand what happened on an endpoint.

Alert Notifications

Progress Technologies “Monitoring Only” plan includes intelligent alerting systems that highlight critical issues and can be configured to trigger email notifications, SMS alerts, and dashboard notifications. Alerts are designed to reduce "noise" by consolidating and prioritizing events and can trigger automated actions like script execution or creating a ticket in the PSA.

• Email: A common default action is to send email notifications to a predefined recipient list.
• Ticket creation: Alerts can be configured to automatically create a ticket in a connected ticketing system which then handles the notification and assignment.
• Automated response: Advanced configurations can trigger automated remediation scripts to resolve issues without manual intervention.