Remote Monitoring Service

What is it?  

Our Remote Monitoring Service is a tool that allows us to provide you the best service and support in the POS industry. Remote Monitoring makes this possible through both real-time monitoring and secure remote control.  

Using Remote Monitoring tool, we can observe and detect many important system problems before they impact you. While we can’t detect everything, our goal is to detect and address key issues faster, and we are continuously adding to our monitoring capabilities. We want to know about issues before they impact you!  

Remote Monitoring also provides us with a secure Remote Control tool, allowing us to take control of your system to fix issues faster. Most importantly, the Remote Control tool provides security and auditing features that allow us to provide a remote control solution in line with PCI remote access standards.  

How does it work?  

Information flows from your system to us over the Internet. We only have to install a small piece of software on your system (an agent) that will watch for important issues and send them to a central location. We get e-mailed about very high priority items and we use a web-browser to keep an eye on everything else.  

Since we understand the importance of network security in your business, the Remote Monitoring agent does not require any firewall ports to be forward into your servers. The Remote Monitoring agent initiates all connectivity to the central location on a secure (SSL) connection using the standard HTTPS port (443). The only networking requirement is to allow the Remote Monitoring agent to connect securely to the central server locations.  

What do I do?  

Nothing! You will not even notice that Remote Monitoring is installed except for when you get an e-mail recommending you schedule a reboot or when we call to tell you we fixed an issue you didn’t even know was happening.  

How do I get started?  

We will install the agent on your system and define what we want monitored. We will also setup the actions to have our support team automatically notified of key issues. For some events, we can have you get e-mailed, such as when we detect that you should schedule a reboot of your back-office systems.  

The benefit? You focus on running your business, not your POS system. Remote Monitoring stays busy 24/7 – watching and detecting, fixing and notifying. We stay busy using the Remote Monitoring tool to deliver better support.  

MONITORING CAPABILITIES  

Windows OS Monitoring  

•                       IP Settings or Changes

•                       Key Registry Changes

•                       Low Disk Space

•                       Key Services and Processes

•                       CPU Spikes

•                       Bandwidth Spikes

•                       Installed Software Changes

•                       Dirty System Restarts

POS-specific

•                       Version Changes  

•                       Archiving  

•                       Data Transfers

•                       CC Batch Settlement

•                       Backups  

TECHNICAL REQUIREMENTS  

Remote Agent requirements  

Windows NT-architecture system

(NT, 2000, XP, Server   2003, Vista)  

20MB hard drive space  

20MB RAM              

Outbound internet access on port 443 to our central locations (TCP protocol)

• Agent installs two services: Vigilix   Agent and Vigilix Agent Guardian.          Both run as local system. If using     

remote control, a third service, client32, is also installed  

• Any passwords needed by the         

system to access resources are automatically stored in an encrypted format upon first use.  

Remote Monitoring Interface requirements (for users accessing the website)

installation of a viewer  

•  Agent   installs two services:           Vigilix Agent and Vigilix Agent            Guardian. Both run as local system.  

•  Any passwords needed by the         

system to access resources are automatically stored-back in an encrypted format upon first use.  

Interface system (for users accessing the website)  

•  Internet Explorer 5.5 or higher  

•  Remote Control requires             

installation of a viewer