Frequently Asked Questions

We monitor your internet connectivity through various automated methods.

External Ping Monitoring

For external ping monitoring, a publicly routable static IP address must be configured on the WAN interface of your Firewall and your Firewall must allow ICMP ping responses to the range of IP addresses that we will provide to you.
Ideally, your firewall should not respond to ICMP ping traffic except for explicitly defined addresses or ranges of addresses that you trust.

Our external monitors will test for a ping response every 60 seconds.  It will verify a no response from multiple testing locations before triggering a downtime alert.

If you are one of our WatchGuard Firebox customers, we also utilize internal monitors in addition to an external monitor.
The internal monitor only works though if you have a redundant dual-WAN connection to the Internet.  This means you have two
internet services, a primary interface and a secondary interface.  Below are our standard configurations for internal ping tests.

For Primary Interfaces:
Ping Interval: 15 seconds
Consecutive Failures: 6 - equates to 90 seconds before WatchGuard takes action and triggers an alarm
Consecutive Successes: 10 – equates to 2 ½ minutes before WatchGuard begins utilizing the interface again

For Secondary Interfaces:
Ping Interval: 30 seconds
Consecutive Failures: 6 – equates to 3 minutes before WatchGuard takes action and triggers an alarm
Consecutive Successes: 10 – equates to 5 minutes before WatchGuard begins utilizing the interface again

Once we have appropriate ticket filtering in place specific to your organization, our ticket system will automatically trigger the appropriate ticket type for an internet outage.

If you have only one internet connection, the ticket will be a high priority ticket with a 2-hour SLA.

If you have redundant internet connections, the ticket will be a normal priority ticket with a standard SLA.