This section explains how to enable Cloud-Based Monitoring and Remote Support for your Qumulo cluster.
To let the Qumulo Care team provide fast support when you need it most, we strongly recommend enabling both Cloud-Based Monitoring and Remote Support.
How Cloud-Based Monitoring Works
Enabling Cloud-Based Monitoring lets the Qumulo Care team monitor your Qumulo cluster proactively.
Cloud-Based Monitoring doesn’t collect file names, path names, client IP addresses, or account credentials.
Qumulo Care Response Times
We use a proprietary application that aggregates diagnostic cluster data and alerts the Qumulo Care team if an issue arises. Depending on the issue severity and cluster state, a member of the Qumulo Care team reaches out. The following table outlines Qumulo Care response times.
Severity Level | Service Availability | Response Time | Description | Common Examples |
---|---|---|---|---|
Sev0 | 24×7 | 30 minutes |
Business Impacting: A Qumulo cluster is offline, impacting regular business operations, with potential productivity or financial losses. Important
For Severity 0 cases, call one of our toll-free numbers or select Severity 0 when you open a case. |
|
Sev1 | 24×7 | 1 hour | High Priority: A Qumulo cluster is operational. However, a node is offline or the cluster experiences a severe performance degradation. |
|
Sev2 | 24×5 | 2 hours | Normal Priority: A Qumulo cluster and the Qumulo Core software are operational. However, an issue with the cluster or moderate performance degradation causes applications to operate suboptimally. |
|
Sev3 | 24×5 | 6 hours | Low Priority: A Qumulo cluster or the Qumulo Core software experiences an issue, cosmetic Web UI defect, or minor performance degradation that has minimal or negligible impact on a production system or regular business operations. |
|
Sev4 | 24×5 | 6 hours | Informational: Informal inquiries about product functionality |
|
Ways to Get Help
The Qumulo Care team is always here to help you. You can contact us by using any of the following ways.
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📚 Browse the Qumulo Knowledge Base
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🧑💻 Open a case by filing a request or emailing us.
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💬 Message us on Slack (if you are a current customer). For more information, see our Slack Tips and Tricks.
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📱 Call one of our toll-free numbers:
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North America: +1 855-577-7544
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United Kingdom: +44 808-164-6656
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Germany: +49 800-000-7047
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Australia: +61 1800-954-952
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U.S. Government Customers: +1 844-962-3777
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How Remote Support Works
Enabling Remote Support lets the Qumulo Care team access your Qumulo cluster solely to assist you with a software update or perform diagnostics or troubleshooting on your cluster from the command line.
When you install VPN keys in the /etc/openvpn
directory, an authorized member of the Qumulo Care team uses SSH to connect to the ep1.qumulo.com
server and then uses SSH through a secure VPN connection to connect to your cluster (normally, this VPN connection is closed).
By default, the VPN tunnel remains open for four hours to allow members of the Qumulo Care team to perform operations such as uploading logs to monitor.qumulo.com
or to a secured Amazon S3 bucket and sending diagnostic data to a private Amazon EC2 instance for analysis.
Currently, Qumulo Core doesn’t support VPN connections with IPv6.
You can configure the connection period and enable or disable Remote Support at any time.
What Data Gets Sent to Qumulo
Cloud-Based Monitoring and Remote Support let your cluster send the following detailed diagnostic data to Qumulo through an encrypted connection.
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Cluster name
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Number of nodes in cluster
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Hardware and software incidents
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Drives
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CRC errors
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S.M.A.R.T. status alerts
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Capacity triggers
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Nodes
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PSU failure
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Fan failure
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Recused node
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Offline node
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Unreachable cluster
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Qumulo Core
- New process core dump
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Configuration data (such as users, groups, SMB shares, and NFS exports)
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Logs, stack traces, and code dumps
Prerequisites
Before you can use Cloud-Based monitoring and Remote Support, you must:
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Enable the following destination hostnames for TCP on port 443.
Hostname Description api.nexus.qumulo.com
Nexus monitoring ep1.qumulo.com
Remote Support
Important
If your organization has an intrusion detection device or a firewall that performs SSL or HTTPS deep-packet inspection, you must add an exception to the IP address that resolves toep1.qumulo.com
. To identify this IP address, log in to your Qumulo cluster and run thenslookup ep1.qumulo.com
command.api.missionq.qumulo.com
Cloud-Based Monitoring connectivity missionq-dumps.s3.amazonaws.com
Proxy forwarding monitor.qumulo.com
Cloud-Based Monitoring log uploads
Enabling Cloud-Based Monitoring
You can enable Cloud-Based Monitoring by using the Qumulo Core Web UI or qq
CLI.
To Enable Cloud-Based Monitoring by Using the Qumulo Core Web UI
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Log in to the Qumulo Core Web UI.
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Click Support > Qumulo Care.
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On the Qumulo Care page, do the following:
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In the Cloud-Based Monitoring section, click Edit.
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Click Yes, I want Qumulo Cloud-Based Monitoring and then click Save.
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If your configuration is valid, the Qumulo Core Web UI shows the status Enabled | Connected.
To Enable Cloud-Based Monitoring by Using the qq CLI
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To enable Cloud-Based Monitoring, run the
qq set_monitoring_conf --enabled
command. -
To disable Cloud-Based Monitoring, run the
qq set_monitoring_conf --disabled
command. -
To check the status of Cloud-Based Monitoring, run the
qq monitoring_conf
command.
Enabling Remote Support
You can enable Remote Support by using the Qumulo Core Web UI or qq
CLI.
To Enable Remote Support by Using the Qumulo Core Web UI
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Log in to the Qumulo Core Web UI.
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Click Support > Qumulo Care.
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On the Qumulo Care page, do the following:
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In the Remote Support section, click Edit.
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Under Do you want to enable Qumulo Remote Support?, click Yes and then click Save.
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If your configuration is valid, the Qumulo Core Web UI shows the status Enabled | Connected.
To Enable Remote Support by Using the qq CLI
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To enable Remote Support, run the
qq set_monitoring_conf --vpn-enabled
command. -
To disable Remote Support, run the
qq set_monitoring_conf --vpn-disabled
command. -
To check the status of Remote Support, run the
qq set_monitoring_conf
command.