Here is a list of the most frequently asked questions. If you have a question that is not listed, contact us.
- I just received an alert and I am unsure what it means, where do I look?
Our Web performance monitoring system automatically produces a great deal of diagnostic information when an error occurs:
- The alert itself contains a status code and text description of the type of problem encountered.
- If the "include server response" checkbox is checked, any response received from the server will be included as a text attachment with the alert.
- If it was a confirmed error that could have resulted from network connectivity issues, a TCP traceroute is automatically generated.
- Lastly, our "drill-down diagnostics" and new "event detail" screen (available in the Detail Reports and Monitoring Console) provide a quick and easy view of current and historical events.
- Why do I get notifications from only one location?
If you are only receiving alerts from one location, it is likely that location is your primary location and your notification type is set to Primary.
You can receive alerts from all locations by using our 'Global Notify' or 'Global Verify' options. Our SLA plans allow you to correlate errors from all locations, and only receive alerts when all locations recognize an error.
- How do I interpret the AlertSite status codes?
Almost anywhere we refer to AlertSite's status codes we provide a direct link to interpretations of those values. More information
- Do you verify before sending alerts?
Yes, all errors are verified by repeating the monitoring sequence 5 seconds later. Unconfirmed errors are considered warnings and alerts are not issued.
You have options to configure the level of errors that trigger alerts. For example, if you use Uptime ECT, our SLA plans will only notify you when all locations are in error. If you use our Global Verify strategy, alerts are sent for all errors except localized connectivity problems.
- How do you detect that my page has changed?
We support three methods:
Note that some pages are "dynamic" and cannot be effectively monitored by Content Change Detection since size changes occur regularly. Your best option in this case would be to only use Keyword Verification.
- Content Change Detection
This looks first for HTTP header elements and then for the actual size of the retrieved page to determine if a page has changed. Select this method by choosing "Manage Monitored Sites".
- Keyword Verification
This searches for a particular keyword or phrase (that you specify) within the retrieved page and raises an alert if it cannot find the word(s). Select this method by choosing "Manage Monitored Sites".
- Fullpage Content Change Detection Notification
Available to customers with full-page monitoring, this can notify you when page content (images, Flash, jsp) changes in size, or content is added or deleted.
- What is the difference between availability and uptime?
Availability refers to whether your services are available from specific locations, whereas uptime simply indicates that your Web pages are "up and running" and available from at least some locations. For example, if you are monitored from three cities and one city cannot reach you all day you have 66% availability. But your uptime would be 100% because at least one city can access your services all day long.
Our SLA Performance plans and Uptime ECT option provide a comprehensive perspective on both availability and uptime.
- I'm not sure where my daily report is located. Can I get a copy from my account?
Yes. A copy of all reports delivered over the last seven days is available in the 'Document Manager' section in your account. From your control panel, select 'Report Center', and then click the 'Document Manager' button.
- How can I change who receives the Daily Monitoring Summary?
All of the e-mail addresses in the e-mail field for the account administrator will receive a copy of the daily monitoring summaries. From your control panel select 'Manage Account.' To add more recipients, simply type in additional e-mail addresses, separated by commas.
- How can I be alerted when errors occur?
Our monitoring services can be configured to deliver alerts by e-mail, cellular phone, SNMP Trap, SMS message, telephone call and pager.
** Additional fees apply for SMS messages.
- How long will my data be saved?
Standard data retention is three months, and many reports can be downloaded as a *.csv file. Also, extra data retention can be purchased.
- How can I send alerts to my cellular phone?
Most cellular phones in North America and many in Europe can now receive free alerts. Any cellular phone that can receive an e-mail from your desktop can receive the free "short e-mail to wireless" alerts.
These are compact format alerts that fit the less than 150-character limits of most carriers.
View notifier examples for most of the major carriers.
* Some European and Far East countries still require SMS messaging.
Contact your performance advisor at firstname.lastname@example.org to add SMS messages to your account.
- How do I get Help on using the AlertSite Technology?
Go to help.alertsite.com
- How do I get Help on using the DéjàClick Technology?
Go to help.dejaclick.com