Moogsoft FAQs

Welcome to Moogsoft! As a valued customer of Moogsoft, we want to ensure that you receive the best support along your transformational journey of event management to situational awareness and AIOps workflow. We will be with you every step of the way! This Quick Reference Guide will help you understand the Moogsoft Client Services Support Offering and how to get the support you need.

WHATS INCLUDED: Included with your Moogsoft AIOps subscription license, you also receive the following support benefits:

Business day 8x5 phone and email support

24x7 phone support (for Gold and Platinum customers)

All new features and upgrades during your subscription period

Repository access credentials to obtain the most recent versions of the software

Support Portal access to create & manage support case at https://support.moogsoft.com/

Community access to interact with other users at https://community.moogsoft.com/

Access to online product documentation at https://docs.moogsoft.com/

Access to technical best practices documentation at https://notes.moogsoft.com/

Contact Methods

Moogsoft Software Support can be contacted as follows:

Email Support: [email protected]

Web Portal: https://support.moogsoft.com/

Telephone Support:

United States +1 415 689 5737

United Kingdom +44 (0) 20 8610 9501

For Severity 1 issues, please call us directly at one these numbers for immediate support.

Please note that cases submitted through email or via the web portal will automatically be given a Severity 3 priority and responded to within 24 hours.

Problem Reporting

When submitting a case, please gather information regarding problem symptom(s). Provide steps to re-create the problem (if possible) and provide any applicable logs or diagnostics.

Finally, please remain involved as required by Moogsoft to assess any proposed resolution steps.

Problem Severity Definitions

The allocation of issue to the following severities shall be conclusively determined by Moogsoft, acting reasonably, after Moogsoft has been given all relevant information from the customer as to the nature of the error.

Severity

Description

Customer Touch Point

AcknowledgementTime

Severity One (1)

Critical

The product is down and out of production, interrupting utilization and completely impacting the ability to produce meaningful results.

A dedicated MOOG bridge will be established and include all necessary parties to address the problem

30 minutes acknowledgement upon direct phone call to support team

Severity Two (2)

Major

A consistent problem resulting in a reproducible error impacting functionality of the product but isolated to a smaller user community or a specific non-critical functionality.

Updates will be provided every 3 5 hours

4 hours acknowledgement upon receipt of issue

Severity Three (3)

Minor

A non-critical failure described as intermittent and cannot be reproduced consistently. End users are able to complete work successfully.

Updates will be provided daily

24 hours acknowledgement upon receipt of issue during normal working hours

Note that standard acknowledgement times are shown. These may vary by customer.

Service Levels

Unless otherwise stated, Moogsoft will provide commercially reasonable efforts to resolve all problems in a timely manner. The following table shows the standard timeline for resolving issues and reporting on service levels at each stage:

Problem Priority

Description

Impact

Acknowledge & Assign

Work-Around

Resolution

Severity 1

Critical

System, major subsystem or feature failure or being inoperative

Product cannot be used for any period of time

30 minutes upon direct phone call

8 Hours

5 Business days

Severity 2

Major

Service-affecting system or feature problem/deficiency

Feature cannot be used

4 Hours

40 Hours

Product issues prioritized during next scheduled release cycle.

Severity 3

Minor

Other violations of agree-upon specified functionality

Conditionally usable: work-around is available

24 Hours

10 Business Days

Product issues prioritized during next scheduled release cycle.

Once again, we are proud to support you as our customer. Any feedback on the quality of our support services is welcome and can be sent directly to us via email at [email protected].

Moogsoft AIOps (Algorithmic Intelligence for IT Operations) is a next generation approach to event management, driven by real-time machine learning to detect anomalies across your production stack of applications, infrastructure and monitoring tools.

The system acts like a Manager of Managers (MoM), applying machine learning analytics to the growing volume of real-time events and alert streams generated by an entire production stack, turning it into early, actionable insight for support teams to collaborate and resolve problems faster.

Key Concepts

Before you read any further, it is important to understand the key concepts and commonly used terms used in AIOps:

Event

An Event can be any log, status or change event generated by a third party monitoring tool

Alert

An Alert is a de-duplicated Event or an instance of new data coming into AIOps

Situation

A Situation is a cluster of Alerts that have been grouped together by one of the Sigalisers

LAMs

The LAMs (Link Access Modules) connect the third party monitoring tools to AIOps

Moog_farmd

This is the master service or service harness which controls all other services and which algorithms are running

Sigaliser

The sigalisers are the algorithms which group Alerts based on factors such as time, language, topology and similarity

For more information on any of these terms or similar topics please refer to the Glossary.

Overview

Moogsoft AIOps takes millions of Events that have been generated by third party monitoring tools, compresses and de-duplicates them into thousands of Alerts which are clustered into manageable Situations using machine learning algorithms called Sigalisers.

This diagram shows a high-level overview of how multiple streaming Events can be converted into more manageable clusters of data called Situations:

Getting Started

All of the relevant information about Situations is in Situation Rooms, virtual meeting places where social-collaboration takes place between members of the support team in order to reach a resolution.

Architecture

Moogsoft facilitates deployment as a hybrid cloud system with AIOps hosting the server components and the customer running an on-premise software appliance which sends data to the server. It is also possible for customers to host the server components and run the software locally.

The customer is able to access the system via a rich web user interface. For more information see.

Summary

When installing Cisco Crosswork Situation Manager (CCSM) the implementors guide may have steps that require credentials to Moogsoft's yum repository. The instructions say to contact Moogsoft support for these credentials.

This is incorrect, and will be fixed in future releases of CCSM documentation.

Solution

CCSM should be downloaded from Cisco's CCSM site, or internal Cisco sites for Cisco employees and contractors. Once the tar file is extracted, there will be a README file with installation instructions for CCSM. These instructions do not require Moogsoft repository access.

Error :Situation or Alerts contain invalid data. The system is unable to display the Timeline.Solution : UI shows this Error if the date/time format you are using for your events isn't EPOCH .It might be possible that format is not being read correctly and causing that unusual behaviour. We recommend you use Epoch time instead.Change the code and retest: var d = new Date(); var epoch_seconds = Math.round(d.getTime() / 1000); moog_agent_time = epoch_seconds;

You can interact with Moogsoft Support entirely thru email if you so desire. But if you need to see your open tickets, and make updates to them, you need access to the support portal. To do this, you will need to either create a new account, or just set a password if you already have an account but have not created a password before.

This is also the location to see Knowledge Articles that may help you with issues you are encountering with AIOps. Most KA's are visible once you are logged in.

Accessing the Servicedesk:

The Help Center and Support Portal is located at: https://servicedesk.moogsoft.com

Once at the servicedesk, click the the "Sign In" link in the upper right-hand corner. You will get this login window:

If you have emailed Support before, or even just been copied on an email to support, then you are probably already in the support system, and you just need to create a password. Click the "Get a password" link, and you will arrive at this window:

Fill in your email address and submit. Instructions on how to continue will be in the email you will receive.

To create a new account, you can click the "Sign up" link and get this window:

Fill in the details, prove you aren't a robot, and an email will be sent with further instructions.

Welcome to Moogsoft Support!