Frequently Asked Questions (FAQ)

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Q: What is RackPing?
RackPing is an easy-to-use cloud service that automatically monitors your web site performance. Alerts are sent to your email, phone, Twitter, Slack or PagerDuty accounts. Your web site can be located anywhere that is reachable from the public Internet (including Amazon AWS, Microsoft Azure, Google Cloud, Digital Ocean, Rackspace, Ezzi, SoftLayer, Heroku, colocation, and many other hosting providers.)
Q: Do I need to signup and create a RackPing account?
Yes, to have your site automatically monitored, you need to signup.
Q: Which payment methods are available?
We accept checks, Visa, MasterCard, American Express or payments via PayPal, plus invoices for Enterprise accounts. Payment Methods
Q: Why do I need RackPing to monitor my site?
There are many reasons why it is essential to independently monitor your web site to know if:
  1. your site is available for an important training event or demo
  2. your ISP is honoring their Service Level Agreement (SLA), and to get refunds if not
  3. there is a network equipment (or DNS) failure or overload
  4. recurring maintenance is affecting your availability
  5. Google will penalize your SEO ranking for slow page loading or too many redirects..
  6. your hosting provider's monitoring reports are being "averaged to green" (like the AWS status page.)
  7. your staff are responsive.
  8. your customer support staff need to ramp up.
Q: What if I already have an internal monitoring system like Nagios or Zabbix?
RackPing is an external monitoring solution that compliments your internal systems:
  1. RackPing measures the actual Internet performance that your customers see, not internal intranet metrics
  2. RackPing is easily configurable, without assistance from your IT department
  3. RackPing alerts tell you the reason for the outage, reducing Mean Time to Recovery (MTTR), helping you or your ISP to diagnose problems faster
  4. RackPing retains actual measurement times, unlike other products that show an average over time
  5. RackPing displays key Google SEO metrics including Time to First Byte (TTFB) and redirect chains.
Q: How can I add more monitors to my account?
Login to your RackPing account and click on the "Add Monitor" menu on the left menu of the control panel.
Q: What browsers and devices do you support?
We test on Internet Explorer (IE/Edge) 9+, Google Chrome 49+, Mozilla Firefox 48+, Apple Safari 6.2.8+, iPhone and Android. Earlier browsers often also work. Smartphone users, bookmark our secure mobile login page at https://m.RackPing.com/.
Q: Why can't I login successfully with Safari on Mac?
In Safari 10, please check your cookie settings under "Safari ... Preferences ... Privacy ... Block cookies and other website data: ... From third parties and advertisers":
In Safari 11, please check your cookie settings under "Safari ... Preferences ... Privacy ... Block cookies and other website data: ... From third parties and advertisers":
Q: Does RackPing support tags?
Yes, you can add multiple tags to each monitor and search on them. Tags are useful for grouping related monitoring targets like hostgroups, clusters, teams and microservices. Tags can be created and assigned using the UI or REST API.
Q: Why do popup windows open in a new tab?
  1. If your browser is in Full Screen Mode, do "Exit Full Screen."
  2. If using Safari on Mac OS X High Sierra, check your settings under "Safari ... Preferences ... Tabs":
Q: Do you support IPv6?
Yes, RackPing monitoring checks support both IPv4 and IPv6 web sites. You do not need IPv6 access from your office/home to manage IPv6 checks since everything is handled for you in the RackPing Cloud.
Q: What alerting methods are available?
The following alerting methods are available:
  1. email (free)
  2. SMS (depends on plan)
  3. email to SMS gateway (free)
  4. Slack (free)
  5. Twitter (free)
  6. PagerDuty (contact Pagerduty for pricing)
  7. Google Chrome and Firefox browser tab icons (free)
  8. RackPing public web status page (depends on plan)
Q: Do you have a convenient way to show monitoring status on a large screen?
Yes, the public status page is optimized for displaying on a large screen and refreshes automatically. (For best results when using the status page as an ambient display, use Google Chrome.)
Q: How far back do you keep monitoring statistics for my account?
Detailed statistics for each monitor are kept for 2 months for our Free Plans and 24 months for our Premium and Advanced Plans.
Q: How can alerts from monitors be paused?
There's two ways to stop receiving check alerts during maintenance periods:
  1. For a one-time pause, login, click on "Maintenance Windows" and choose the start and end times.

  2. For recurring pauses, use the RackPing API to stop and start the maintenance window in your backup or maintenance script. Here's some sample code:
    # Pause alerts during maintenance for 2 hours. Just insert your API_KEY, EMAIL:PASSWORD and CHECKID.
    
    curl -X POST -H 'Content-Type: application/json' -H 'Accept: application/json' -H "App-Key: API_KEY" \
     -u EMAIL:PASSWORD -d '{"checkids":[ CHECKID ],"maintenance":true}' https://www.rackping.com/api/2.0/checks
    
    
    # Continue alerts after maintenance is done. Just insert your API_KEY, EMAIL:PASSWORD and CHECKID.
    
    curl -X POST -H 'Content-Type: application/json' -H 'Accept: application/json' -H "App-Key: API_KEY" \
     -u EMAIL:PASSWORD -d '{"checkids":[ CHECKID ],"maintenance":false}' https://www.rackping.com/api/2.0/checks
    
    
Q: How can I cancel my account?
Login to your RackPing account and click on the "Close Account" menu in your control panel.
Q: What is the RackPing Affiliate Program?
You can put a badge icon on your website or HTML email with a link to our signup page. In exchange, we will send you a commission on new signups! To get started earning money, login to your RackPing account and click on the "Link to Us/Affiliate Program" menu in your control panel.
Q: Why am I not receiving alerts?
Login to your RackPing account and verify the following settings:
  1. Click on the "My Users" menu in your control panel and Edit your user record. Your settings should be as follows:

    Email: * your_email@example.com
    AlertPro User?
    Receive Email Alerts (if AlertPro User)

  2. Click on the "My Monitors" menu in your control panel and update each monitor to ensure "Suppress Alerts" is not checked and a maintenance window is not active:

    Suppress Alerts: Yes

  3. For SMS alerts, click on the Shopping Cart icon at the top right of your screen to view if you need to purchase more SMS credits.
  4. For Slack, PagerDuty and Twitter alerts, click on the "My Company" menu item and ensure the settings are correct.
Q: What do the RackPing browser tab icons mean?
After logging into RackPing, your alert status is conveniently summarized in the browser tab area for Firefox and Google Chrome browsers:
  1. All monitor checks ok.
  2. One or more monitor checks failed.
  3. Check your Wifi connection.
Q: What do HTTP response codes mean?

Here are some summaries of web server HTTP response codes:

  1. RackPing: HTTP Response Codes
  2. Wikipedia: List of HTTP status codes 🔗
  3. Cloudflare Support: SSL FAQ 🔗
Q: How can I see all downtimes across my monitors?
The RackPing Incident Chart shows you a timeline of downtime events. You can click through to see more detailed info in the Network Flight Recorder graph.
Q: What does the RackPing Network Flight Recorder do?
It is an event player that displays a variety of uptime and performance metrics:
  • An unsuccessful check will have a red barchart.
  • Successful checks will have a colored barchart illustrating the following phases.
  • The SLA line is configurable on the "My Company" screen and shows the desired page load time
  • Blue background indicates a maintenance window.
  • Note: lower times are always better.
#StepDescriptionScope
1.DNSDomain Name Server (DNS) lookup timeThis Step
2.ConnectTCP connection timeSum of Steps 1-2
3.SSL (if used)SSL handshake time if using SSLSum of Steps 1-3
4.Protocolsetup time for HTTP or other protocolsSum of Steps 1-4
5.Redirecttime for redirects (if used)Sum of Steps 1-5
6.TTFB (SEO)Time to First Byte. This is used by Google as an indicator of how responsive your web site is.Sum of Steps 1-6
7.TotalTotal time to load complete pageSum of Steps 1-7
Q: Do you have any plugins to display RackPing performance graphs on my site?

Yes, the full list is on the RackPing Plugins page.

Q: I looked at your pricing page. What if I need special support, SLA, auditing, compliance, reporting or features?
RackPing is the leader in monitoring solutions. Please contact sales using this form and we'll call you right back.
Q: My ISP says everything is ok on their end and that it's an "Internet problem." How can I verify that?
There are several ways to check Internet routing.

RackPing has the following features:

  1. Visual Traceroute with your network route overlayed on Google Maps
    RackPing Visual Traceroute
    RackPing Visual Traceroute
  2. Network Flight Recorder shows events with detailed request phase response times.
  3. Redirects display

Here are some public monitoring pages where you can verify general Internet performance:

  1. ISI ANT (USA) 🔗
  2. RIPE Atlas (Europe) 🔗
Q: How can I associate an external ticket number (or JIRA) with a RackPing outage alert?
On the Alerts page, you can specify the base URL and ticket number for each alert. The most recently assigned ticket number is also linked on the RackPing Public Status page.

Here is some info on customizing URLs for popular ticket systems:

Q: Do you have an appliance for internal monitoring of web and microservices?
Yes! To learn more, see the RackPing Monitoring Appliance page.
Q: How do I configure the correct timezone?
  1. For the web control panel application, each user can set their own timezone under "My Users", or by clicking their email address in the top right of the window.
  2. For email and SMS alerts, the company timezone is used, which can be set under "My Company". This is also the default timezone for new users.
Q: How can I convert USD to a foreign currency for payment?
Please use the Currency Converter 🔗.
Q: Does RackPing have an API?
Yes, see the RackPing API web page for API documentation, an interactive demo, and sample programs in several programming languages.
Q: How to upgrade RackPing service plans?

The benefits of renewing or upgrading your paid RackPing service plan are:

  • 24 months of monitoring event data history, instead of 2 months on the Free plan
  • multiple AlertPro users can receive alerts
  • additional SMS text alert credits
  • full RackPing API automation usage for deployment scripts, etc.

Login to the RackPing web site and click on the shopping cart icon to:

  • extend or upgrade your service plan
  • add more SMS credits for monitoring alerts.

Here is an explanation of how RackPing plan upgrades work:

  • Free plans automatically extend.
  • Paid plans can be extended by 1 year per invoice. (If you need multiple years on one invoice, please contact support.)
  • Paid plans can be upgraded any time, and will receive a pro-rated rebate on the previous paid plan for remaining days.
  • Paid plans automatically downgrade after they expire to a Free plan.
  • Paid plans cannot be downgraded mid-plan, but you can wait for the expiry date, when it will become a Free plan, then you can upgrade to the desired paid plan.

Previous SMS credits automatically roll over to the next plan.

If you have any billing-related questions, please use the RackPing contact form and select "Billing."

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