Frequently asked questions

I did not receive my alert...

Your application has experienced a breakdown and you have not received an alert? We will check all the possible reasons for it step by step:

Step 1

In the alert list, make sure that the monitoring system has generated an alert for your application. In fact, if you have opted for a spaced out checking frequency, our platform may not have detected the breakdown. It is clear that monitoring every 60 minutes is not as precise as monitoring every minute. It is up to you to select the right checking frequency depending on the crucial nature of the services that you monitor.

  1. Connection to the internet site
  2. "Applications" menu
  3. Activate "List of alerts" for the application in question

Do you see the alert? YES/NO

If not, our system did not generate an alert for your application, thus it is normal that you did not receive any alert. If it should have, make sure that no maintenance rule is defined at the level of your application. The maintenance rules define periods during which you want your monitoring to be suspended.

If yes, go to step 2

Step 2

Make sure that your application is linked to your media properly:

  1. Connection to the internet site
  2. "Applications" menu
  3. Activate "Link medias" for the application in question

Is your media properly linked to your application? YES/NO

If not, you have not received the alert because the media is not linked. We advise you to do so now.

If yes, go to step 3

Step 3

Make sure that your media is active:

  1. Connection to the internet site
  2. "media" menu

Is your media active? YES/NO

If not, you have not received the alert because the media is not active. We advise you to activate it now.

If yes, go to step 4

Step 4

Make sure that there are no maintenance rules defined at your media level:

  1. Connection to the internet site
  2. "media" menu
  3. Activate "Manage maintenance rules" for the concerned media

Are there maintenance rules at the time of alerts? YES/NO

If yes, you have not received the alert because the media was under maintenance at that time.

If not, go to step 5

Step 5

If it involves an email type media, we advise you to check in your e-mail client if our email has not been considered as spam. You can also check the media to make sure that it is functioning well. Finally, contact our support department for help.

If it involves an sms type of media, we invite you to make sure that your cell phone is switched on and is in working condition (network,...); then contact our support team so as to investigate if it involves a problem with your operator or with the SMS routing platform.

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If you do not find the answer to your question here, you can send an email to our support team, who will be pleased to help you.

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