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, HipChat 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. (To just do a one-time check, use Quickcheck.)
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:
  1. Know if your site is available for an important training event or demo
  2. Know if your ISP is honoring their Service Level Agreement (SLA), and to get refunds if not
  3. Know if there is a network equipment (or DNS) failure or overload
  4. Know if recurring maintenance is affecting your availability
  5. Know if Google will penalize your SEO ranking for slow page loading or too many redirects..
  6. Know if your hosting provider's monitoring reports are being "averaged to green" (like the AWS status page.)
  7. Know if your staff are responsive.
  8. Know if 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) 8+, Google Chrome 49+, Mozilla Firefox 48+, Apple Safari 6.2.8+, iPhone and Android. Earlier browsers often also work.
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. Atlassian Hipchat (free)
  6. Twitter (free)
  7. PagerDuty (contact Pagerduty for pricing)
  8. Google Chrome and Firefox browser tab icons (free)
  9. RackPing public web status page (depends on plan)
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 HipChat, Slack, PagerDuty and Twitter alerts, click on the "My Company" menu item and ensure the settings are correct.
Q: What do the 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 does the RackPing 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: 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: 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: How can I convert USD to a foreign currency for payment?
Please use the Google Currency Converter 🔗.

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