Service status

Remember that the most up-to-date information regarding the status of the AppNeta service is at status.appneta.com. Subscribe for alerts to service interruptions and incident reports.

Supported browsers

AppNeta supports Internet Explorer 10 and newer. Safari is not supported. Regarding Chrome and Firefox, the application is generally not sensitive to browser updates and so we offer broader version support. If you run across a display issue, first check that you’re running a supported browser and try upgrading to the latest version if your organization permits. If the issue persists, please let us know by opening a support ticket.

End of support

Customers receive support for the duration of their contract. AppNeta delivers new software on a continuous basis, and appliances have an auto-update setting, which is toggled on by default. If you experience an issue, and are not running the latest version, our support team will first ask you to upgrade, and then proceed with investigation from there. The net effect is that as a SaaS company, we offer full support for the latest version of our software, rather than specific historic versions.

Data retention and roll-up

Appliances
  • Appliances that have been in a connection lost state for 365 days and do not have an active base license will be purged.
PathView
  • Continuous monitoring data and diagnostics are retained for 365 days.
  • Voice and video tests are retained for 365 days.
  • Path route history are retained for 90 days.
  • Continuous monitoring data is retained at 1 minute granularity for 21 days, after which it is subject so summarization.
  • The events page only show events from the previous 7 days.
AppView
  • On the AppView test drill-down page, milestone performance details are retained for 45 days. Older transactions, will be limited to transaction performance and transaction details only.
FlowView
  • Flow history is retained for 90 days with no limit on data size.
  • Packet captures are retained for 365 days and there is no limit to the number of captures that may be stored. Individual captures are still subject to size limit.

FlowView security

AppNeta uses standard encryption practices to make sure that the information in your packet captures is securely transmitted and stored.

Uploading. Captures are uploaded to the capture server via ssl, where they remain in encrypted form (AES-256). The symmetric key used for encryption is based on a per-appliance, user-defined passphrase, which you set in web admin. The passphrase is stored on the appliance in a hashed form (SHA-1).

Downloading. Captures must be decrypted using the symmetric key created from the passphrase. You are prompted for a passphrase once per appliance per login session; the passphrase is cached only for the duration of the login session. The actual download is via ssl.

Clear passphrase. As part of appliance decommissioning, web admin clears the passphrase and packet captures that have not yet been uploaded. If the appliance is no longer being used for packet captures, but you aren’t decommissioning it, a separate clear passphrase function is available.

AppNeta sequencer

The sequencer is the process that continuously monitors network performance. It does this by periodically sending out bursts of icmp packets with a precise inter-packet gap, and then timing the response to each of those packets. Several measurements can be made directly like latency and jitter, while other measurements are inferred, like total capacity. Sequencer runs as root and requires outbound connections to AppNeta servers to report the timing data and download software updates. Timing data is is sent back to AppNeta via https; software packages are downloaded from the upgrade repository via ssl. For the specific ports and protocols that are required by sequencer see this article.

Data storage

PathView Cloud is hosted on Amazon Web Services. We use industry accepted, best practices to secure this installation, including Amazon security groups, firewalled ports, ssh-key based machine logins, and key rotation. Data access is restricted solely to AppNeta employees, all of whom are under strict confidentiality agreements. Only key engineers may access production data, and then only for the purpose of debugging data-related issues as a last resort. In addition, support engineers may access your web console to provide guidance as a result of specific incidents or requests.

License information