8.3. Contact When a Failure Occurs¶
When a failure is detected or an alert is generated in the Enterprise Cloud, you will be notified by the Support Center.
You will be notified through one of the following methods. The notification methods are different for each service.
| Notification Procedure | Overview |
| L1 | Notified by telephone and email and displayed in the Customer Portal 24 hours, 365 days. |
| L2 | Notified by email and displayed in the Customer Portal 24 hours, 365 days. Also notified by telephone during business hours (if a failure occurs outside of business hours, you will be notified by telephone the following business day).
* Business hours are 10:00 a.m. to 5:00 p.m. (JST) (1:00 a.m. to 8:00 a.m. (UTC)) weekdays.
|
| L3 | Notified by email and displayed in the Customer Portal 24 hours, 365 days. |
| L4 | Displayed in the Customer Portal. |
Note
- NTT Communications will determine whether to contact you when performance declines.
8.3.1. Items Monitored Remotely and Procedures for Notifying Users¶
Monitoring targets and customer notification methods differ for each service.
| Service | Monitoring Procedure | Interval (Seconds) | Monitoring Target | Notification Procedure |
| Compute Resource | Ping | 60 | Primary vNIC for Virtual Machines | L4 (*1) |
| vFirewall | Ping | 60 | Server Segment-side Network Interface | L4 |
| vLoad Balancer | Ping | 60 | IP address for the Server Segment connection | L4 |
| Integrated Network Appliance | Ping | 60 | Server Segment-side Network Interface | L4 |
| Service Interconnectivity | Ping | 60 | Server Segment-side Network Interface | L4 |
| VPN Connectivity | Ping | 60 | Network interface on the VPN Transit side | L4 |
| Internet Connectivity | Ping | 60 | Network interface on the Internet Transit side | L4 |
| Colocation Interconnectivity | Link UP/Down | Always | Network interface for colocation interconnectivity on NTT Communications’ equipment | L3 (*2) |
| On-Premises Interconnectivity | Ping | 60 | Network interface for internet at the on-premises connectivity gateway in Data Centers and the on-premises connectivity gateway on premise. | L3 (*2) |
*1 Customer Portal features can be used to send an alarms from ping monitoring infrastructure to a pre-specified email address.
*2 This is an email notification only. It is not displayed in the Customer Portal.
8.3.2. Remote Monitoring System¶
In the Enterprise Cloud, the NTT Communications monitoring infrastructure monitors your contracted resources 24 hours, 365 days.
A diagram of the Enterprise Cloud monitoring is shown below.
Ping monitoring settings
If you set up monitoring notifications from the Customer Portal, you can perform Ping monitoring on Compute Resource. Also, using the Customer Portal you can set the alarm notification setting On/Off for each virtual server whenever the Virtual Machine is powered on.
Ping monitoring contents
The primary vNICs of Virtual Machines created in a Compute Resource Pool are pinged by the NTT Communications monitoring infrastructure every 60 seconds.
If the ping fails three times in a row, a notification is sent to the registered email address and displayed in the Customer Portal. If after that Ping succeeds even one time, it is judged to be recovered, and the alarm notification is stopped.
The network interface for monitored devices is pinged by the NTT Communications monitoring infrastructure every 60 seconds.
If the ping fails three times in a row, a notification is displayed in the Customer Portal. If after that Ping succeeds even one time, it is judged to be recovered, and the alarm notification is stopped.
The monitored network interfaces are pinged by the NTT Communications monitoring infrastructure every 60 seconds.
If the ping fails three times in a row, a notification is sent to the registered email address. If after that Ping succeeds even one time, it is judged to be recovered, and the alarm notification is stopped.
NTT Communications will monitor the infrastructure equipment making up the Enterprise Cloud.
If a failure occurs on your dedicated infrastructure equipment or infrastructure equipment for NTT Communications services that affect multiple customers, a notification is sent to all customers that may be affected. A detailed report is not necessarily included in the notification details.
Note
- If a partial failure occurs that does not affect your use of the system, we may perform maintenance work without sending you a notification.