© 2009 GroundWork Open Source, Inc. PROPRIETARY INFORMATION: Information contained herein is not for use or disclosure outside of GroundWork Open Source, Inc. © 2007 GroundWork Open Source, Inc. Getting Started with Groundwork Monitor Groundwork Monitor Enterprise Edition 6.2 Page 1

© 2009 GroundWork Open Source, Inc. Page 2 Support and Resources for Your Installation of GroundWork Monitor Help with this course Help with the CE version Help with the Enterprise Quickstart version Help with FLEX 1-4 Enterprise version Customizations and development help Course Objectives for this Module Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 3 GroundWork Monitor 6.2 Module 9 : Support and Resources

© 2009 GroundWork Open Source, Inc. Page 4 Help with this course You can send questions and feedback about this course via , anytime, to You can attend the weekly Q&A session online. Please see the course agenda for more information and schedules. Course Help Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 5 Help with the CE Versions No free or commercial support for GroundWork Monitor CE Forums: WIKI: Monitoring Forge: CE Help Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 6 Quickstart Requirements to get Support for Quickstart: Complete this course (and pass the final exam) Register at: Enable the Network Service WITH Quickstart: Support provided for 60 Days from date of purchase Remember the Network service requirement No GroundWork Connect Case Manager Access Enabled Enterprise Edition Help Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 7 FLEX No Training Requirement Network Service Required GroundWork Connect Access is Available Case Manager Access Telephone support 24x7 support is available at an extra cost Enterprise Edition Help Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 8  Flex Customers have Support Portal Access: “GroundWork Connect”  Search the entire site by key words  View the Knowledgebase  Download any of the products, add-ons, documents that are part of EE  Access upgrades as soon as they become generally available  Review announcements and updates  Licensed and authorized Customers have Case Manager Access  Log In at  Open new cases and review existing cases Accessing Support Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 9 Accessing Support Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 10 Filing Cases for support  Be clear and concise  Do not combine issues or questions in a single case  Run the gwdiags script on your server  run as root: source /usr/local/groundwork/scripts/setenv.sh /usr/local/groundwork/tools/gwdiags.pl  Then attach the output file to the case: /usr/local/groundwork/tmp/gwdiags.DATETIME.tar.gz  Set the severity of your case to get the right level of response. Sev 1: Your monitoring is down. There are not checks being done, or notification going out. This is the highest severity you can set. Sev 2: Major Feature inoperable. Set this severity if monitoring is running, but some portion of the software does not work or gives you an error message when you try to use it. Sev 3: Minor Issue. Use this for questions on why thing work the way they do, setup, or configuration questions, or just things you find that need to get fixed, but are not critical right now. Sev 4: No systems impact. This is your basic "How do I…?" type question. Don't worry, we will answer this type of question, but we will work the higher severity cases first. Support Cases Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 11 What to Expect We take cases very seriously in support. We expect you to help us get to the root cause You can expect us to work diligently We may ask you to supply more data Your case will be set to "Pending Customer Action" if we are waiting for a response from you. Escalation You can request that your case be escalated at any time. Escalation will result in more engineers looking at your case We may request remote access or a webex session in high severity issues Remote access is not required in most cases Cases that remain unresolved will be internally escalated Support Cases continued Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 12 Case Status We use Case status to communicate and prioritize Cases are always "New" if we have not responded "Working" if we are actively working the case "Pending Customer Action" if we are waiting on you “Resolved” when ready to be closed. Resolved cases will automatically close in 7 days You may re-open them You can resolve a case at any time Always open a new case when you have a new, unrelated issue If your case is in Pending Customer Action, please remember to place it back in "working" state so we see it in the Queue |We will review all pending cases We address new or re-opened cases first. Support Cases continued Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 13 Help with Development and Customizations GroundWork encourages community development. The GroundWork Development Kit makes it easier to create customizations. We will help you to develop features you want to see in the product, provided you allow us to release them to others. Share your code, or sell in on the GroundWork Exchange: Customization Help and Support Getting Started with GroundWork Monitor

© 2009 GroundWork Open Source, Inc. Page 14 At GroundWork we strive to make our products and training the best they can be. To be successful we need the opinions and observations of our customers. Now that you have completed this course, please help us to improve it by taking a few moments to fill out the survey on the eLearningZoom website. The survey can be found where you log in and review the course links. GroundWork Open Source, Inc. 139 Townsend Street, Suite 500 San Francisco, CA Phone: Website: Confidential - Do not distribute Thank you