Service

• Service status
  • Subscribe to receive service notifications by email
  • Subscribe to receive service notifications by text message
  • Unsubscribe from receiving service notifications by email
  • Unsubscribe from receiving service notifications by text message
• How to determine your application cluster
• Support for latest product version
• Upgrades
  • APM-Public Cloud upgrades
  • APM-Private Cloud upgrades
  • Enterprise Monitoring Point upgrades
  • Global Monitoring Point upgrades
• Supported browsers
• Supported OSes
• Data retention and roll-up
• Authentication methods

Service status

The most up-to-date APM Public-Cloud service status information is at status.appneta.com.

You can subscribe to receive incident reports and alerts on service interruptions related to AppNeta Performance Manager (APM) and Global Monitoring Point upgrades. We encourage you to subscribe so that you receive a reminder prior to any service window.

Subscribe to receive service notifications by email

To subscribe to receive service notifications by email:

1. Navigate to the status page.
2. Click Subscribe to Updates.
3. Select the tab.
4. Enter your email address.
5. Click Subscribe via Email.
   • A confirmation email will be sent to your email address.
6. In the email, click Confirm subscription.
   • You will see a confirmation message on the status page.

Subscribe to receive service notifications by text message

To subscribe to receive service notifications by text message:

1. Navigate to the status page.
2. Click Subscribe to Updates.
3. Select the tab.
4. Enter your phone number.
5. Click Subscribe via Text Message.
   • A confirmation text will be sent to your phone.

Unsubscribe from receiving service notifications by email

To unsubscribe from receiving service notifications by email:

1. In the confirmation email you received when you subscribed, click Unsubscribe.
2. In the confirmation message, click Unsubscribe from Updates.
   • You will receive a message confirming you are unsubscribed.

Unsubscribe from receiving service notifications by text message

To unsubscribe from receiving service notifications by text message:

1. In the confirmation text you received when you subscribed, click the unsubscribe link.
2. Click Unsubscribe from Updates.
   • You will receive text confirming that you are unsubscribed.

How to determine your application cluster

Occasionally incidents or planned maintenance affects only a subset of customers. In these cases, notices we post on status.appneta.com will include mention of the affected application cluster(s).

To determine which application cluster you are provisioned on, simply log in to APM and take note of the hostname portion of the fully-qualified domain name:

Support for latest product version

AppNeta offers full customer support on all products for the duration of your contract. As software updates are provided on continuous basis, the expectation is that you are running the latest version. If you experience an issue, and are not running the latest version, AppNeta Support will first ask you to upgrade, and then proceed with investigation from there.

Upgrades

APM-Public Cloud and Global Monitoring Points are updated automatically by AppNeta. APM-Private Cloud (if you use it) and Enterprise Monitoring Points are your responsibility to upgrade.

APM-Public Cloud upgrades

APM-Public Cloud (the SaaS version of APM) is upgraded on a bi-weekly basis and the upgrade generally requires a service interruption. The upgrade is rolled out to all the application clusters over the course of several nights beginning on the date specified in the latest release notes.

There are a few caveats you should be aware of:

• During the service window you may not be able to log in.
• Advanced voice assessments and voice/video tests that are either scheduled to start or are running during this window will need to be restarted.
• Report schedules will be paused during this window, so any reports scheduled to run at this time will be missed.

APM-Private Cloud upgrades

APM-Private Cloud software should be upgraded periodically to take advantage of new features (described in the latest release notes). Upgrading usually requires a service interruption. Contact AppNeta Support if you wish to upgrade your APM-Private Cloud software.

Enterprise Monitoring Point upgrades

Enterprise Monitoring Points should be upgraded periodically to take advantage of new features (described in the latest release notes). For more information, see Upgrading EMP Software.

Global Monitoring Point upgrades

Global Monitoring Points are upgraded periodically and the upgrade usually requires a service interruption. Upgrade dates and times are posted on status.appneta.com.

Supported browsers

APM is supported on the following browsers:

• IE - Internet Explorer 11.
• Chrome & Firefox - Broader version support is available as the application is generally not sensitive to browser updates.

If you run into a display issue:

1. Check that you are running a supported browser.
2. Try upgrading to the latest version.
3. Open a support ticket.

Supported OSes

Some features and monitoring point types require specific OS support:

• User resolution - requires Active Directory on Windows Server 2008 R2.
• v35 - has different guest requirements for diffferent v35 models:
  • v35 (KVM)
  • v35 (VMware)
• s35
  • For supported host/guest OSes, see the s35 specs page.
  • Unattended installation is supported on Windows Server 2003 32-bit.

Data retention and roll-up

Data is retained and rolled up differently depending on the device or software module:

• Monitoring points - those that have been in a “Connection Lost” state for 365 days and do not have an active base license will be purged.
• Delivery
  • Continuous monitoring data is retained for 365 days.
    • It is retained at 1 minute granularity for 21 days, after which it is subject to summarization.
  • Manually triggered diagnostics are retained for 365 days. Automatically triggered diagnostics are retained for 31 days.
  • Voice and video tests are retained for 365 days.
  • Path route history are retained for 90 days.
  • The events page only show events from the previous 7 days.
• Experience
  • Overall workflow execution results, limited to higher-level information only, are available for 365 days.
  • Milestone performance details (and the ability to drill-down on a single workflow execution) are retained for 45 days.
• Usage
  • 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.

Authentication methods

Various services support different authentication methods:

• Web tests - If authentication is required for Experience monitoring, Basic, Digest, NTLM v1/v2, and Negotiated authentication schemes are supported.
• Web proxy - If the monitoring point connects to the internet via a web proxy that requires authentication, only basic and digest authentication are supported. NTLM and Kerberos are not supported.