Customer Support Portal

Transcription

1 Customer Support Portal Overview and user guide Version 3.0 September 2015

2 Table of Contents 1. Confidentiality Agreement About this guide Accessing and navigating the Portal Colocation details Colocation My Racks Network DDoS Navigating the Arbor interface Documentation Admin Confidentiality Agreement The information contained in this overview document is confidential and is submitted by Continent 8 Technologies plc on the understanding that it is restricted for use by our clients only and not for distribution. In particular, the contents of this proposition may not be disclosed in whole or in part to any other party without the prior written consent of Continent 8 Technologies. 2. About this guide The purpose of this guide to give an introduction to the Continent 8 Customer portal, outline key functionality, and navigational aids to support customer use and interaction. In version 3.1 of the portal (released September 2015) a number of new features have been introduced, which are denoted in this guide where you see the following badge: Feedback on this guide, or any additional support required can be obtained at any time by raising a ticket by ing support@continent8.com

3 3. Accessing and navigating the Portal URL: Clients of Continent 8 (C8) are provided with access credentials to the C8 Customer Portal (referred to as the portal in this guide), during service implementation. If you do not have an account for logging into the portal, please contact our support team at support@continent8.com and if you are a registered contact with sufficient privileges we will provision logon details, if not we will refer to your designate within your organisation for approval. The portal provides C8 clients with details of the services which they have with C8, and any monitoring associated with those services such as equipment installed, power usage, bandwidth usage, etc. C8 has always provided a considerably enhanced portal functionality compared to traditional co-location providers. C8 continues to provide additional capabilities to the customer portal on the basis that some of our customers cannot regularly attend the data centre locations but, still need to obtain asset, statistics and operational characteristics on an ongoing basis. Many clients have trusted Continent 8 to install their equipment on their behalf as well as perform operating system installation and device configuration. C8 try to maintain a valuable inventory and rack view for our clients as a result however - this information is only able to be updated, and kept up to date where we are made aware of, or perform changes on a clients behalf. Logging in To log into the Continent 8 Customer Portal, enter the following URL in your browser: Enter your Username and Password in the boxes provided. Click on the Log In button. Notes: Passwords are case-sensitive (upper-case and lower-case letters are different). Make sure you enter them correctly. If you forget your username or password, to reset please support@continent8.com or ask one of your company designate.

4 Welcome screen Once the user has logged into the portal, Continent 8 opens up a complete structure of information, starting with an initial notification on the availability of the C8 Network (Shown in Green) Navigating the Portal Once you have successfully logged into the Customer portal Continent 8 has separated the information we offer into 4 main tabs, Colocation, Network, Documentation and Admin, as shown below; 4. Colocation details Viewing your equipment locations The co-location tab provides you with an overview of your Equipment location and provides a detailed inventory of your equipment by drilling down. There are 3 tabs available within this section giving the ability to drill down into detail on your racks, equipment and patch panels.

5 5. Colocation My Racks By expanding the My Racks section the locations in which you have co-location racks will be shown. By selecting a site will give you a breakdown of all racks at the site along with some initial details on each of the racks at that site. From here you can select which rack you wish to view in more detail: Colocation Rack Details Once you select the Rack you wish to look at, the view allows you to see a number of specific details which include location, specific room, and live power usage which is also calculated against you committed contract power usage value giving you a percentage value of power consumption. Power usage History and real-time Within the detailed rack view you can view both historical and real-time statistics on power usage. NOTE: This additional functionality is currently available in selected sites only. If the equipment is situated in a supported location these features will be enabled and viewable via the Portal

6 Monthly Power History Real-time Power Reporting Real-time (1 hour intervals) power monitoring has been installed in selected data halls at our Isle of Man, Dublin, Malta, Paris, Atlantic City, Guernsey, London and Gibraltar locations. This capability will be extended through installation in the power distribution layer, or on a PDU basis for all locations. The graphs show: The total kwh used within the chosen period Average utilisation over the period Graphically shows the total and split between all available power feeds into each rack You can also select a point in the graph to see exact values on an hourly basis You can also vary the range of the view in the graph and hence have a zoom function

7 Colocation Equipment Details The rack view, showing each rack unit (U) of space is clickable, clicking on a piece of equipment will give additional detail on that piece of equipment The detail view gives key recorded information about the piece of equipment in that location, details such as:- Equipment Label Type Asset / Tracking No. U position Manufacturer Serial Number Product / model number Colocation Patch Panel Details Once you click on the patch panel you wish to look at, it is highlighted An in-depth detail view of this patch panel is then shown below the Rack details, detailing a number of attributes such as: Current Label Type of the patch panel Tracking Number Rack U position There is also a table below showing the port colour and numbering scheme used by the panel.

8 Colocation Equipment Orientation & PSU Redundancy: Under the My Equipment section there are new indicators showing if the equipment is installed correctly to adhere to the required airflow in the facility. This will be shown as a green tick or red cross. In addition, the status of the equipment s PSU shows as either Redundant or Single. NOTE: these fields will be populated based on the monthly hardware audit, Co-location Rack Area temperature In selected sites the temperature of the area in which the rack is situated is shown in the My Racks summary screen. Click on the appropriate temperature setting associated with the rack of interest under the Area Temperature Column. There is not a sensor per rack but on average a sensor per 3-4 racks within the cold aisle The data is shown by default for the last 24 hours but options, for Week, Month and Year are also available. Temperature functionality will be added to the portal on the basis of site availability.

9 6. Network The network section of the Portal will give up to 7 sub-sections depending on the number of services that the customer is subscribed to. Network Status The first sub-section Network Status gives a real-time view of network health, DDoS activity and a Global map view of the health of all Continent 8 s main Points of Presence The Internet Health Map provides metrics, event status based on overall Internet performance, and monitoring availability of major Tier-1 providers from Continent 8 Data Centres. The top section gives status information on current DDoS activity targeting C8 s customers or network. Expanding the history shows recent changes in this status.

10 Alert Level - There are three designations, Red, Amber and Green, the alert thresholds are based on the aggregate incoming traffic level to the C8 network across the global backbone. These will be reviewed based on network traffic growth over time. Network My Traffic and My Connections My Traffic and My connections give you an additional 3 sub-sections which provide customers with detailed information on, Content Delivery, Internet Transit, L2VPN, L3VPN and Private Lines Content Delivery Within this section, customers can see traffic for Websites hosted on Continent 8 Content Delivery System. The graphs are configurable to time / week ranges along with historical monthly graphs also available via the drop-down menu. Information such as, Incoming / Outgoing Traffic (bits per second), Min / Max, Average and current values are all shown.

11 Internet Transit/L2VPN /L3VPN/Privat e Line Within this section all Continent 8 network interconnects providing Internet Transit to the customer are displayed. The graphs are configurable to time / week ranges along with historical monthly graphs also available via the drop-down menu. Information such as, Incoming / Outgoing Traffic (bits per second), Min / Max, Average and current values are all shown.

12 DDoS My DDoS Alerts Following on from the DDoS Overview status available from the Network Status page, there is also a specific section My DDoS Alerts which gives access to a snapshot of any DDoS alerts related to your service. To enable you to drill down to much more granular detail there is also a link at the top of this page which will take you directly to the Arbor Networks management console. Clicking on the link will change the look and feel to that provided by Arbor s web content to the below style.

13 7. DDoS Navigating the Arbor interface The summary page gives detail of All Alerts or Ongoing ; in terms of retrieved data and display the difference is whether an alert is current or in the past; in both instances the identical initial screen information is displayed as below: Each alert is given a unique ID, clicking on this ID enables you to dill down into the Alert Detail Screen this screen is split into four sections; o o o o Summary Top Contributors Routers Audit Trail If the PRINT or DOWNLOAD options are selected, all four sections appear in a single continuous report.

14 By selecting the alert ID number you are presented with the summary screen giving much more detail around the alert and its status. From here there are many more opportunities to drill further for additional details regarding the alert. One example of this is by selecting the Top Contributors tab which gives additional detail around the source of the alerts. This is further broken down by Country, IP and ASN.

15 Network Traffic Analysis Continent 8 s Traffic Analysis is also data taken from the Arbor Networks platform. From here we provide a standard overview of the customer s overall traffic profile. However, again if you follow the for more information please Click Here link we direct you to the Arbor platform which provides you with a more detailed evaluation of the traffic. For more information on this portal, please refer the Help link at the top of the interface

16 Network Performance Indicators This section provides information on Latency and Packet loss throughout the world; at the locations we have points of presence. The colour indicators show our customers the boundary s in conjunction with our SLA Additional metrics are shown for MPLS VPNs for Jitter.

17 8. Documentation The Documentation section provides our customer s information on a number of the Continent 8 documents including Shipment procedure and Location directions. A hyperlink opens up a new window to give the customer all of the information required to get shipments approved and sent to our sites, globally. Also in this section are the full addresses and location details for all Continent 8 s data centres to which you may wish to visit. 9. Admin The final section of the portal is Admin. Within this area a customer can view their companies Authorisation List. This is a list of company employees that may / may not have access rights into areas, or access information. This area allows you to create a contact and select the authorisation level for each individual.

18 A new feature has been enabled (Set a Passphrase / Update Passphrase.) This enables customers to set or update their Passphrase (for use on phone conversations as a security method to verify the identity of individual customer designates). For security reasons, customers will not be able to view their passphrase via the Portal, but are able to reset it.