Black Duck Hosted customer instances monitors

In the Black Duck Black Duck Hosted environment, there are monitors and alerts enabled for each instance.

For monitoring, we are gathering the data on this metric and store it for a period of time. This data can be used for later analysis. There may be thresholds in which informational messages are dispatched, but a response is not required or triggered for these types of monitors.

Examples of scenarios we monitor are Daily Scans and Job Instances which provide useful metrics when issue analysis is being investigate by CloudOps and/or Support.

For alerting notifications, we are monitoring the metrics with thresholds. There are low and high level thresholds which may be adjusted based on reviews of Black Duck Performance Testing Lab or changes to Black Duck functionality. Low levels do not require an immediate response. High levels require an immediate response. When a certain threshold is crossed, the CloudOps team is paged via our paging system. A technical support ticket MAY be opened depending on the alert, and how many times we have notified technical support. The Technical Support team troubleshoots the issue and informs the customer of the issue while it is being investigated.

Examples of types of alerts that trigger Support tickets are: Database CPU utilization hitting the high threshold which usually indicates that the customer is performing actions which are heavily impacting the database which could cause the instance to require rebooting or resizing. Pod Readiness is monitored which indicates that a pod has been running, but that it is not ready to process requests. When it taken too long for it to come online an alert is triggered to check the instance