If your System is hosted on your servers (not our hosting), then in case of servers failure, the Alaris technical support team receives an alarm with monitoring set up on our side that the access to your servers is lost. The possibilities of reaction from our side in such cases are limited because we cannot reach the servers.
As soon as our team is sure that access to the servers is lost, we notify you via a HelpDesk ticket, the email is sent to your specified Emergency contacts (email addresses), in the most critical cases a tech support employee can call the Emergency numbers left by you, so from your side it is important to always keep Emergency contacts up-to-date and timely inform us via a ticket in HD that the data needs to be updated.
In addition to restoring access to servers by Alaris employees, sometimes we need to restore tm_agent access to our monitoring server in a timely manner. tm_agent is our daemon that checks the connection from the host to our monitoring server mon.alarislabs.com (62.210.57.162) and back. Works through port 22031 using TCP protocol, so port 22031 should be open on your hosts.
Thus, two important things need to be taken into consideration:
1. Notify us of a problem on your side by creating a ticket via HelpDesk so that both sides are aware and ready to take action.
2. Keep the emergency contact list updated
AKBSMS - Alaris Knowledge Base
Related Questions:
1) Emergencies on our hosts.
2) Emergency contacts update.
3) Our hosts are down.
Link to this Article: https://helpdesk.alarislabs.com/en/knowledge_base/article/311/category/144/