PRTG SLA Plugin - corp-it.ch SLA Plugin User Manual.pdf · PRTG SLA PLUGIN USER MANUAL CORP-IT...

PRTG SLA PLUGIN USER MANUAL

CORP-IT 5/11/2018

Abstract The purpose of this document is to describe the prerequisites, to configure and to use the

PRTG SLA Plugin application.

PRTG SLA Plugin PRTG Network Monitor

CORP-IT +41 55 417 4744 Seedammstrasse 3, 8808 Pfäffikon [email protected] 5/11/2018 Switzerland www.corp-it.ch of 27

TABLE OF CONTENTS

1 PRTG NETWORK MONITOR ................................................................................................................... 4

1.1 ENJOY HIGH AVAILABILITY WITH PRTG AVAILABILITY MONITORING ........................................................ 4

1.1.1 Website Availability ....................................................................................................................... 4

1.1.2 Email Availability ........................................................................................................................... 4

1.1.3 Server Availability .......................................................................................................................... 5

1.1.4 Bandwidth Availability ................................................................................................................... 5

1.1.5 Network Availability ....................................................................................................................... 5

1.2 THE GOAL: 99.999 PERCENT! ............................................................................................................... 5

2 INTRODUCTION TO PRTG SLA PLUGIN ............................................................................................... 6

2.1 APPLICATION CONFIGURE .................................................................................................................... 7

2.1.1 Define user .................................................................................................................................... 7

2.1.2 Define PRTG connection .............................................................................................................. 8

2.1.3 Define the SMTP mail address settings ........................................................................................ 9

2.1.4 Configure general settings .......................................................................................................... 10

2.1.5 Configure Service Level Agreement ........................................................................................... 11

2.1.6 Load PRTG structure for the first time ........................................................................................ 12

3 WORKING WITH PRTG SLA PLUGIN .................................................................................................. 13

3.1 GENERAL GRAPHICAL USER INTERFACE FEATURES ............................................................................ 13

3.1.1 Sorting and filtering ..................................................................................................................... 13

3.2 SETTINGS ......................................................................................................................................... 14

3.3 SERVICE LEVEL AGREEMENTS ........................................................................................................... 15

3.4 PLANNED DOWNTIMES ....................................................................................................................... 18

3.5 CONFIGURE MONITORING .................................................................................................................. 20

3.6 REPORTS .......................................................................................................................................... 22

3.6.1 Report details .............................................................................................................................. 23

3.7 USER MANAGEMENT .......................................................................................................................... 26

3.7.1 User roles .................................................................................................................................... 26

3.7.2 Users ........................................................................................................................................... 26

3.7.3 Reset password........................................................................................................................... 26

3.7.4 Create new user .......................................................................................................................... 27

mailto:[email protected]



TABLE OF FIGURES

FIGURE 1 - PRTG SENSORS MAP ........................................................................................................................ 4

FIGURE 2 - PRTG SLA PLUGIN ............................................................................................................................ 6

FIGURE 3 - WIZARD USER CREATION ..................................................................................................................... 7

FIGURE 4 - WIZARD PRTG CONNECTION DETAILS ................................................................................................. 8

FIGURE 5 - WIZARD MAILING CONFIGURATION ....................................................................................................... 9

FIGURE 6 - WIZARD SEND TEST EMAIL CONFIRMATION MESSAGE ........................................................................ 10

FIGURE 7 - WIZARD CONFIGURE GENERAL SETTINGS .......................................................................................... 10

FIGURE 8 - WIZARD CONFIGURE SERVICE LEVEL AGREEMENT ............................................................................. 11

FIGURE 9 - WIZARD LOAD PRTG STRUCTURE .................................................................................................... 12

FIGURE 10 - QUICK FILTER ................................................................................................................................. 13

FIGURE 11 - ADVANCE FILTERING BUTTON .......................................................................................................... 13

FIGURE 12 - PAGE REFRESH .............................................................................................................................. 13

FIGURE 13 – SETTINGS ...................................................................................................................................... 14

FIGURE 14 - SETTINGS DETAILS.......................................................................................................................... 14

FIGURE 15 - SERVICE LEVEL AGREEMENTS ........................................................................................................ 15

FIGURE 16 - EDIT SERVICE LEVEL AGREEMENT .................................................................................................. 16

FIGURE 17 - PLANNED DOWNTIMES .................................................................................................................... 18

FIGURE 18 - ADD PLANNED DOWNTIME ............................................................................................................... 19

FIGURE 19 - PLANNED DOWNTIME PERCENTAGE.................................................................................................. 20

FIGURE 20 - PLANNED DOWNTIME PERIOD .......................................................................................................... 20

FIGURE 21 - PLANNED DOWNTIME CHART............................................................................................................ 20

FIGURE 22 - CONFIGURE MONITORING STEP 1.................................................................................................... 20

FIGURE 23 - CONFIGURE MONITORING STEP 2.................................................................................................... 21

FIGURE 24 - MONTHLY SERVICE LEVEL AGREEMENTS REPORT PAGE .................................................................. 22

FIGURE 25 - SERVICE LEVEL AGREEMENT REPORT - CHANGE YEAR .................................................................... 22

FIGURE 26 - SERVICE LEVEL AGREEMENT REPORT EXPORT TO PDF ................................................................... 23

FIGURE 27 - SERVICE LEVEL AGREEMENT REPORT DETAILS NAVIGATION HEADER ............................................... 23

FIGURE 28 - REPORT DETAILS SENSOR DOWNTIME ............................................................................................ 24

FIGURE 29 - REPORT DETAILS VIEW DOWNTIMES BUTTON .................................................................................. 24

FIGURE 30 - REPORT DETAILS MANAGE DOWNTIMES .......................................................................................... 25

FIGURE 31 - USER RESET PASSWORD ................................................................................................................ 26

FIGURE 32 - USER CHANGE PASSWORD ............................................................................................................. 26

FIGURE 33 - ADD USER ...................................................................................................................................... 27




1 PRTG NETWORK MONITOR

1.1 Enjoy High Availability with PRTG Availability Monitoring

Monitor all systems, devices, traffic and applications of your IT infrastructure. Everything you need

is contained in PRTG.

Figure 1 - PRTG Sensors Map

1.1.1 Website Availability

Whether it be an online store, information portal, or the website of a company, institution, or

association, an Internet presence should always be accessible. Every system failure comes with

lost sales and customer complaints. The Ping Sensor is one of the sensors that helps you to avoid

these crashes. And the Cloud HTTP Sensor and Cloud Ping Sensor monitor the availability of your

website from a number of different locations around the world.

1.1.2 Email Availability

In today's world, a company cannot function without email. Be sure to take advantage of our Pop3

Sensor and SMTP Sensor to monitor the availability of your mail server. PRTG also comes equipped




with two email round trip sensors, which you can use to monitor whether emails are delivered and

how long they need to arrive at their destination.

1.1.3 Server Availability

Whether SQL, FTP, or a virtual server such as VMware or Hyper-V: Your servers should always be

available. PRTG monitors all your hardware. The Ping Sensor serves as the central interface. When

interruptions occur, this sensor sends out an alarm and all the other sensors (such as those for CPU

or memory) pause automatically. This means you'll receive a single, targeted message instead of

being bombarded with notifications.

1.1.4 Bandwidth Availability

Many administrators want to know how much bandwidth they use. PRTG is the perfect tool for SLA

monitoring, for you can find out if your service provider is actually delivering the amount of bandwidth

that was promised! You also get access to sensors for all kinds of different technologies. For more

information, see our Bandwidth Monitoring page.

1.1.5 Network Availability

With PRTG, you'll enjoy an overview of your entire network. PRTG monitors all systems, devices,

and applications. To do so, it relies on technologies such as SNMP, NetFlow, WMI, and Windows

Performance Counter

1.2 The goal: 99.999 percent!

When it comes to the availability of your website, servers, and databases, only one figure matters:

99.999. These “five nines” are indicative of the high availability of your network. PRTG helps you

target this ambitious goal. Here’s an overview of the various availability classes (figures are

rounded):

• Availability class 2: 99% = 87.7 hours of downtime per year

• Availability class 3: 99.9% = 8.45 hours of downtime per year

• Availability class 4: 99.99% = 52 minutes of downtime per year

• Availability class 5: 99.999% = 5 minutes of downtime per year


PRTG SLA Plugin Introduction to PRTG SLA Plugin


2 INTRODUCTION TO PRTG SLA PLUGIN

PRTG SLA Plugin can help meet your SLAs by monitoring the availability of your mission critical

PRTG devices and ensure you derive higher business value through better management of IT and

IT processes.

Figure 2 - PRTG SLA Plugin

By installing the PRTG SLA Plugin you will benefit of the following:

• Monitoring SLA based on values from PRTG Network Monitor

• Gives you better visibility on whether you are meeting the needs of your customers

• Downtimes granular (up to minute) reports, with user root cause analyse reasons of the

downtimes

• Flexible GUI to create your prefered SLA monitoring intervals

PRTG SLA Plugin offers the possibility to monitor and generate reports for the availability and uptime

(percentage of the time services are available) of a service making sure that the Service Level

Agreements levels are respected.

The reports can be scheduled to be sent automatically over email to a distribution list, monthly.




2.1 Application Configure

Before installing the PRTG SLA Plugin, please ensure that you have .NET Framework 4.7 or newer

installed on your system.

After successfully installed the PRTG SLA Plugin the application configuration wizard is

automatically started. The wizard allows the user to initialize the application by defining the needed

configuration.

2.1.1 Define user

The first step of the wizard is the creation of a user which will be later used to connect to the

application.

Figure 3 - Wizard user creation

The credentials will be composed of a username and password combination.




2.1.2 Define PRTG connection

To show monitoring data of your PRTG setup, the PRTG SLA Plugin must be able to establish a

connection to your PRTG web server. For this purpose, please ensure that the following settings are

correct:

Figure 4 - Wizard PRTG connection details

Protocol Choose between HTTP and HTTPS protocol.

IP Address for Web Server IP address for PRTG's Web Server

Port TCP Port for PRTG's Web Server on the Web Server tab

Login Name PRTG Username

Password PRTG Password

PRTG switches to port 8080 as a fallback after a restart when port 80 is already used, and to port 8443 if

port 443 is not available. PRTG keeps the SSL connection in this case. If this port is also not available,

PRTG tries from port 32000 on until it finds an available port. Because the EC cannot recognize these ports

(8080, 8443, 32000+) automatically, enter the currently used port manually here in the Port setting. If you do

not get a connection to the PRTG web server, check the currently used port in the Web Server settings

under System Administration—User Interface in the PRTG web interface.

After filling the required information, also make sure that:

• No local software firewall blocks the connection.


https://www.paessler.com/manuals/prtg/system_website_settings#webserver



• No local virus protection program blocks the connection.

• The specified port is not used by another application.

• No (hardware) firewall blocks the connection when connecting through a network (LAN or

WAN).

2.1.3 Define the SMTP mail address settings

This step allows the configuration of a mailing server so that the application will be able to send

emails.

Figure 5 - Wizard Mailing configuration

1. First section which implies the mailing configuration. Here, some details need to be filled:

• Mail address: the SMTP used for sending emails (e.g.: [email protected]).

• Reply to address: the email address which is used to answer to when somebody hits “reply”

to the email received from the PRTG SLA Plugin application.

• Display name: Name which will be displayed by the receivers. (e.g.: PRTG SLA Plugin)

• Mail server name: The SMTP address used to send emails (e.g.: smtp.itps-ag.ch)

• Port: The port on which the SMTP address works (typically is port 25)

• Username: The username which is used to access the SMTP server. Usually it is the same

as the “Mail address” – (eg: [email protected])

• Password: The password used for accessing the SMTP server.






• Yes, enable SSL: Choose this option if the SMTP server requires secure connection.

Otherwise choose “No, do not enable SSL” option.

2. Second section (which appears only after the first section has been completed successfully),

allows the user to test the mailing functionality. An email address can be inserted in the email field.

By pressing the “SEND” button, a “test email” will be sent on the filled email address thus testing if

the mailing server works.

A confirmation message should be displayed after the “SEND” button is pressed:

Figure 6 - Wizard SEND test email confirmation message

2.1.4 Configure general settings

The step allows you to define the general settings of the application.

• Attachment path: A disk location which will be used to store the generated PDF reports.

These PDF reports will then be sent via email.

• Company logo: An image can be uploaded to be used in the PDF reports header.

• Log Path: A disk location which will be used to store the application error logs.

• Report File Name: Specify the PDF report file name which will be used when generating the

PDF reports. Two wildcards can be used in this case:

o {month} – will be replaced with the month number for which the report is generated.

o {year} - will be replaced with the year for which the report is generated.

Figure 7 - Wizard Configure General Settings




2.1.5 Configure Service Level Agreement

At this step of the wizard, all core settings have been defined. Continuing with this step, allows the

creation of the first Service Level Agreement from PRTG SLA Plugin application. This can be

achieved by filling all needed inputs:

• Service Level Agreement Name: Specify an agreement name which will be later on used

in the graphical user interface and in the PDF reports to identify the service level agreement

(e.g. Inside Business Hours [MO – FR] )

• Start date and End date: these values are used to define when and SLA starts and when it

ends. Leave the End date empty if there is finish date.

• Minimum / day, Minimum / month, Minimum / year: represents the minimum percentage

for each time frame (day, month, year). Any value below this will mark the SLA as “breached”.

• Expected / day, Expected / month. Expected / year: represents the expected percentage

for each time frame. Usually, the expected percentage should be greater than the minimum

percentage configure for the same time frame (day, month, year)

• Expected monthly (yearly) breach limit: It is the threshold, which when reached the SLA

is marked as breached, even if the minimum percentage was not reached.

Example

We have the following SLA:

Minimum / month = 95%

Expected / day = 98%

Expected monthly breach limit = 3

If the PRTG SLA Plugin detects more than 2 values below the expected / day (98%), the SLA will be marked

as breached for given month, even if the average percentage of availability is 98% (greater than the 95%,

which is the minimum percentage configured).

Figure 8 - Wizard Configure Service Level Agreement




The second part of the Configure Service Level Agreement section is the timetable configuration,

in which the user needs to select all the days (and complete the hours inputs) for which the

configured SLA will be active.

2.1.6 Load PRTG structure for the first time

The last step of the initialization wizard is the loading process of the PRTG objects into the internal

database of the PRTG SLA Plugin application.

Figure 9 - Wizard Load PRTG Structure

This is done by simply clicking the “DOWNLOAD” button.

This step could take up to several minutes, depending on the size (number of groups, devices and

sensors) of the PRTG structure.


PRTG SLA Plugin Working with PRTG SLA Plugin


3 WORKING WITH PRTG SLA PLUGIN

3.1 General Graphical User Interface Features

3.1.1 Sorting and filtering

3.1.1.1 Sort

The sort functionality is available on all pages, by pressing the column header which needs to be

sorted. By pressing the same column header again, the sort order will be reversed.

3.1.1.2 Filter

All pages offer two main filter functionalities:

1) Quick filter: Allows real time filtering, by specifying any input, which will be searched on all

available columns from the specific page. If any of the columns contain the value from the

input, the whole row will be shown as a result.

Figure 10 - Quick filter

2) Advanced filter: The advanced filtering functionality can be triggered by the “Show filter”

button, which is present on the footer of all pages.

Figure 11 - Advance filtering button

3.1.1.3 Refresh

The refresh of all values from a page can be done from the header bar, from top-left corner icon.

Figure 12 - Page refresh




3.2 Settings

The settings functionality can be accessed from the top-left corner, by clicking on the name.

Figure 13 – Settings

This allows the user to change all application settings, that were initially configured in the

installation.

Figure 14 - Settings details

The settings modal contains 3 tabs, which allows the editing of the initial configuration:

1) General: Offers the possibility to change the attachment path, company logo, log path and

Report File Name




2) Server address: Offers the possibility to change the PRTG Server Address, or credentials,

which were configured after the installation of the PRTG SLA Plugin.

3) Mail profile: Allows the modification of the mailing settings from where the emails are sent.

3.3 Service Level Agreements

The first page of the application is the page where you can configure the Service Level Agreements.

Figure 15 - Service Level Agreements

On this page, the user can see the SLAs and can perform actions like add, edit, delete, set as

inactive and set company.

In order to delete an SLA, the user can click on the trash icon, which is available on first column of

each row, and a modal for confirmation will appear. Deleting an SLA will delete all the existent data

of that SLA, including the reports.

If you don’t want to delete all the data of that SLA, you can set the SLA as inactive by clicking on

the eye icon. You can also set it back to active afterwards by clicking on the same icon.

By clicking on the building icon, a modal window (figure 16) will open which will allow the user to

manage all the companies and chose the company he wants to use on the currently selected SLA.

Figure 16 – Manage companies




In the above window, we can see all the existing companies and we can perform actions like add,

edit, delete and assign. Editing a company can be made by clicking on the company name and a

popup containing an input and a confirm button will open.

The editing of an existing SLA is done by clicking the pen icon, which is available on first column of

each row.

Figure 17 - Edit Service Level Agreement

Clicking the edit button will open a modal form, which will allow you to change any of the SLA details.

• Service Level Agreement Name: Specify an agreement name which will be later used in

the graphical user interface and in the PDF reports to identify the service level agreement

(e.g. Inside Business Hours [MO – FR])

• Company: setting the company to an SLA will allow you to group the reports based on this

value.

• Start date and End date: these values are used to define when and SLA starts and when it

ends. Leave the End date empty if there is no finish date.

• Minimum / day, Minimum / month, Minimum / year: represents the minimum percentage

for each time frame (day, month, year). Any value below this will mark the SLA as “breached”.

• Expected / day, Expected / month, Expected / year: represents the expected percentage

for each time frame. Usually, the expected percentage should be greater than the minimum

percentage configure for the same time frame (day, month, year)




• Expected monthly (yearly) breach limit: It is the threshold, which when reached the SLA

is marked as breached, even if the minimum percentage was not reached.

Example

We have the following SLA:

Minimum / month = 95%

Expected / day = 98%

Expected monthly breach limit = 3

If the PRTG SLA Plugin detects more than 2 values below the expected / day (98%), the SLA will be marked

as breached for given month, even if the average percentage of availability is 98% (greater than the 95%,

which is the minimum percentage configured).

The second part of the Service Level Agreement section is the timetable configuration, in which the

user needs to select all the days (and complete the hours inputs) for which the configured SLA will

be active.

3.4 Schedules

The schedule page allows you to configure recursive maintenance periods. In the bellow image,

you can see a schedule defined for Christmas. This means that during that period the downtime will

be considered planned.

Figure 18 – Schedules

The schedules can contain exception days which can be defined by clicking on the calendar icon

situate on the first column of each record.

In the bellow example, we can see the calendar that appears after clicking the icon. Here you can

define the days on which you don’t want the schedule to run. These days will be ignored by the

schedule and downtimes will not be set as planned.




Figure 19 – Schedule exception days

3.5 Planned downtimes

The planned downtimes page allows you to configure the maintenance period of a device or

sensor.

Figure 20 - Planned downtimes

By clicking the ADD button, from the bottom of the page, you can configure the maintenance period

of a device.




Figure 21 - Add planned downtime

The modal allows you to select the affected sensors (you can select one or more sensors), select

the schedule and insert a ticket number and an appropriate comment if necessary.

Also, from this window you can add a new schedule by clicking on the ADD NEW SCHEDULE

button situated on the bottom left corner of the window. Clicking it will open the add schedule

window. After the schedule is defined and submitted, the add schedule window will close and it will

return to the add planned downtime window with the newly defined schedule selected in the

dropdown.

Figure 22 - Add schedule

The schedules can be one time or recurring. The recurring ones can be daily, weekly or monthly.

Also, from this window, you can directly set the exception days by clicking on the submit and set

exception days button which will close the current window and open the exception days window.

The scheduled downtime will appear with different color in the monthly report, the period will be

added to the UPTIME value of the device.




Figure 23 - Planned downtime percentage

Figure 24 - Planned downtime period

Figure 25 - Planned downtime chart

3.6 Configure Monitoring

The Configure Monitoring is the main page of the application. The page is formed out of two steps:

1) Step 1: Select the SLA. After selecting the SLA, the user will see information about the SLA

and can delete assigned sensors.

Figure 26 - Configure Monitoring Step 1




2) Step 2 - Assign sensors: on this step, a tree view representing the PRTG structure will be

displayed and the user can select any number of sensors which will be assigned to the SLA.

Figure 27 - Configure Monitoring Step 2

This step displays the tree with the PRTG structure. The user can search, expand and select as

many sensors as he wants to configure.

The sensors will be automatically assigned to the SLA when clicking on them. You can also delete

them from this step by clicking on the trash icon situated in front of each sensor.

On this step you can also set aliases for the devices from which you selected sensors and you can

see sensors count information which displays the used sensors from all the SLAs of the application

vs the total sensors available.




3.7 Reports

The Reports page grants you access to the monthly overview of the Service Level Agreements

Figure 28 - Monthly Service Level Agreements Report Page

You can switch between years by clicking on the dropdown present on the header of the page and

simply change the year for which you want to see the report.

Figure 29 - Service Level Agreement Report - Change Year

Also, the reports are grouped based on a company (which you can assign to an SLA as seen in the

service level agreement chapter) and you can use the filter situated near the Export report for

<month> to PDF button, to show only the reports that are part of a certain company.




Each SLA is represented in a container which can have two colors:

• red if

o the unplanned downtime is higher than the “minimum downtime” per month defined

in the SLA agreement;

o the unplanned downtime is below the “expected downtime” defined in the SLA more

than the “expected downtime breach limit” times.

• green otherwise.

There is also the option to export to PDF on three levels:

• Month level, where all the SLAs from that month will be exported to PDF;

• Company level, where all the SLAs that are part of a company will be exported to PDF;

• Service Level Agreement level, where the selected SLA will be exported to PDF.

Figure 30 - Service Level Agreement Report Export to PDF options

In order to see the detailed report for an SLA, simply click on the SLA name and you will be redirected

to the SLA report details page.

3.7.1 Report details

The “report details” page, offers fast navigation between Service Level Agreements Reports, months

and years. The navigation options can be found on the top part of the page.

Figure 31 - Service Level Agreement Report Details Navigation Header




When accessing a Service Level Agreement report details you will have access to information of all

devices and sensors which are part of the selected Service Level Agreement.

The Report details page shows detailed information on the currently selected Service Level

Agreement, Month and Year and its devices and sensors. The pages share a common structure,

but some elements differ.

The devices that have downtime, can be expanded to see extra information.

Figure 32 - Report Details Sensor Downtime

You can only expand sensors which have the Uptime less than 100%.

By expanding the sensors, you will be able to spot all the downtimes available in the monitored SLA

time interval.

This page offers you the possibility to manage the downtimes of a sensor, by marking an “unplanned”

or “unknown” interval as a “planned downtime”. This can be achieved by clicking on the “View

downtimes” button.

Figure 33 - Report Details View Downtimes Button

In the “Downtimes” page you will have the possibility to enter more information (ticket number from

your ticketing system and a comment) for each downtime available for that sensor, by clicking on

the pen icon situated on front of each downtime. After clicking the icon, the downtime will get




selected and you can insert the additional details in the two inputs and click on the confirm icon

which will appear after clicking on the pen icon.

Also, in the same page, you can remove a planned downtime if necessary.

Figure 34 - Report Details Manage Downtimes




3.8 User Management

3.8.1 User roles

The application supports 3 main user roles, with different access levels

1) Administrator – which has full access to the entire application (settings, planned

downtime, reports, configure monitoring, users, mailing)

2) Reporting – has access only to the Reports page but can mark any “unplanned” or

“unknown” intervals as “planned” downtime.

3) Reporting read-only – has access only to the Reports page, and only to “Export as

PDF” functionality.

3.8.2 Users

The SLA Plugin application offers two main possibilities of users:

1) Application users, which allows the administrator to create users and grant the appropriate

roles.

2) PRTG Users, which allows you to login using your PRTG credentials.

By default, when logging in first time with the PRTG credentials, the users is assigned with the

“Reporting read-only” role.

3.8.3 Reset password

Each user has a “reset password” functionality, which can be used by the Administrator for

generating a new password.

Figure 35 - User Reset Password

By clicking the “reset password” button, a new password will be generated

for the user and send it via email.

After a login with the new password, this can be changed from the top right

corner, from “Change password” option.

Figure 36 - User Change Password




3.8.4 Create new user

To create a new user, simply click on the ADD button from the bottom of the page. Fill in the

mandatory fields like username, first name, last name, email and grant the correct access role.

Figure 37 - Add user

After the user is created, the “reset password” step must be performed, in order for the user to

receive its application password.


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