NEW! DEVELOPMENTS TO EVENT MASTER ALERT AND EVENT MASTER ALERT PREMIUM
Event Master Alert
We will no longer log a service call; instead we will communicate all incidents to you via a new automated email, helping you to resolve issues more quickly.
On every day, while there are detectable issues on your network, you will receive an email. If your network is running without any detectable problems you won't hear from us.
If you require assistance, then with a click of a link, you can generate an email request to send back to RM, and we will open a service call and get in touch.
Event Master Alert Premium
You currently receive a daily email communicating any incidents on your network. When we send this we also manually log and immediately close a service call for each incident. If you then require assistance and request a call back, we reopen the corresponding service call to track the assistance we provide.
In the future we will no longer log the service calls by default when an incident is created, instead we will only log a call if you request a call back. As this change only affects the way we work in the background, you should notice no reduction in the level of service you receive.
How much time could Event Master Alert Premium really save me?
Considering the kinds of checks a Network Manager would be running most days, including event log scans, disk space checks, key windows update checks to name but a few, Event Master Alert Premium will run these checks for you and more, having the potential to save you over an hour a day on every server! And we run these checks 7 days' a week!
But the Event Master Alert Premium service doesn't just run the checks...
...with 95% of our checks you will be given the exact solution to the issue and we will talk to you about the other 5%, saving you valuable time in finding out what these errors are and how to fix them. Considering the variety of errors a customer will have to deal with in a year and the time required to manage these errors, RM's Event Master Alert Premium service could save you hours a day on each of your servers.
How does the Event Master program work?
Once the RM Event Master agent has been downloaded and installed on all of your Windows servers, a new service regularly uploads a subset of data from each event log on each server to a central repository at RM via an HTTPS (web-based) connection. Uploads are programmed to take place at a random time between midnight and 6:00am.
The event data which is sent back is immediately aggregated and then scored for impact in accordance with several algorithms based on the Event Source, Type, ID and weighting. Using a reporting console at RM, this information can be viewed and analysed to see the impact that particular events may be having across all of our customers (who have Event Master installed) or gain greater understanding of individual problems which servers are experiencing.
Please note: Our specialised monitoring agent uses the existing server system logs, so it will not affect the performance of your network.
Frequently Asked Questions
Will you contact me when there is an issue with my network?
Yes - when a check is positively identified, a service call will logged on your behalf.
Will you only contact me when there is an issue with my network?
No - you will receive a daily e-mail summarising your network issues as well as a weekly e-mail outlining the health of your network.
When an issue is identified, how will I know how to resolve it?
The service call generated contains a link to a TEC article on the RM knowledge library with instructions on how to fix the problem; however you are still welcome to contact RM through your normal support channels if you require further assistance.
What information is being sent back to RM?
RM Event Master only collects event information from the Windows event logs and specific information about the status of backups, anti-virus, disk space and installed applications. There is no pupil/username information or anything which could be deemed as sensitive data. You are able to view the data being returned if you choose to as it is also stored on your servers. Further details on this can be found in TEC1399791.
Will I need to install the agent on all of the school's Community Connect servers?
Yes - as this is a per server agent you will need to install this package on all of your Community Connect servers. The package is easy to install so this process should not be time-consuming.
Will I have to send the file back to RM myself?
No. This will be a silent and automatic process every night, which you should never notice happening.
Will this agent affect the performance of my servers?
No. The agent uses the existing Microsoft System and Application logs on your server. When installed it runs daily, sending log data back to RM.
Will RM contact me about my log files?
In order to understand the causes of poor network health or specific issues, we may need to gather more data by contacting you and connecting to your servers remotely. If this is the case, we will contact you to discuss connection and agree a mutually suitable time if this is acceptable to you. We will not connect remotely without your permission. You may also receive targeted information about specific Knowledge Articles and fixes which you may benefit from. This will be based on the data we have received and our conclusions on commonly identified issues.
Do I need to remove my RM Connect Uptime installation?
Yes. The following process should completely remove the RM Connect Uptime Monitoring component from a server.
- Log on to the server as administrator.
- Click on the Start button.
- Select Control Panel and then Add or Remove Programs.
- In the displayed list, find the "RM Connect Uptime Monitoring" package.
- Click the Remove button
- Click yes, when asked to confirm the removal of this package.