FAQ - PRTG hosted by Paessler

PRTG hosted by Paessler is the cloud solution for network monitoring from Paessler AG. The PRTG server, which is responsible for the visualization, configuration, and management of the network monitoring environment, is operated by Paessler AG.

Please take a look here for a detailed service description.


 

 

 

...on PRTG hosted by Paessler and PRTG on premises

 

1. Can I migrate from PRTG hosted by Paessler to PRTG on premises, or the other way around?

No, neither the license nor the data can be migrated. The reason behind this is that your instance's data is stored in the cloud and you can't simply access it on an operating system level as you could with PRTG on premises. Also, both PRTG hosted by Paessler and PRTG on premises have two fundamentally different pricing structures. The former is a subscription model and the latter is a one-time purchase plus maintenance.

2. What's the difference between PRTG hosted by Paessler and PRTG on premises?

PRTG hosted by Paessler is offered as a service by Paessler and runs in the cloud. You don't need a PRTG core server installation inside your network because we take over the hosting for you.

With PRTG on premises, you integrate the PRTG core server directly into your network. Please see the following table for the most important differences:

  PRTG hosted by Paessler

PRTG on premises

PRTG core and local probe run In the cloud In your network
Remote probes run On your servers On your servers
Payment Monthly One-time license plus annual maintenance
Change of edition size Up and down, anytime Up only
Maximum installation size 5,000 sensors Not restricted*
Trial period 10 days 30 days
Freeware (100 sensors) Not available Available after trial
Custom sensors (probe based) Yes (on remote probes) Yes
RDP/console access available to PRTG core server No Yes
Cluster support No Yes
Updates are managed by Paessler User


*Please see the size recommendations.

3. Which advantages does using PRTG hosted by Paessler offer in comparison to PRTG on premises?

With PRTG hosted by Paessler, you don't need a server or Windows license to run PRTG. We take over the hosting for you, manage all the updates, and offer you the maximum amount of flexibility regarding sensor count—you can change the edition size up and down at any time.

4. Can I combine PRTG hosted by Paessler and PRTG on premises to view them in a single interface?

Yes. With PRTG Desktop, it is possible combine multiple instances of PRTG hosted by Paessler and PRTG on premises into a single interface.

...on Pricing and Licensing

1. Can I purchase PRTG hosted by Paessler for 12 months at a time?

Not yet. This option will be available later.

2. Which payment methods do you offer?

Right now we can only accept credit cards. Other payment options may be added later.

3. How does PRTG hosted by Paessler billing work?

PRTG hosted by Paessler is pre-billed monthly based on the plan that you choose. If you subscribe to a plan, your credit card is charged up front with the monthly costs and you can use PRTG hosted by Paessler for one month. You can switch plans at any time. The balance on your account will be credited towards the new price. For example, if you select a new plan that costs half as much as the one you originally chose, you can use PRTG hosted by Paessler for a second month without being billed. If you switch plans during a month, you will be billed in part.

4. Can I change my account email address?

The main email address of your account can be changed. This can be done on request via an email to [email protected]. Beforehand, you need to create a user at my-prtg.com with your new email address.

The move involves approximately 15 minute downtime for your instance.

So, if you are about to start a new subscription, we recommend that you register your license with a generic email address from your team. For example [email protected] or [email protected]

...on System Requirements

1. What are the system requirements for PRTG hosted by Paessler?

As PRTG hosted by Paessler is hosted in the cloud, you can simply access PRTG via your web browser on any device and you don't need any additional hardware or software. To gather monitoring data from inside your network, you need to install a remote probe in your environment. This requires a simple PC or server that runs Windows 7 or later in your network. For detailed hardware requirements for remote probes, please refer to the PRTG manual.

2. What changes do I need to make to my on-premises infrastructure for PRTG hosted by Paessler to work (for example, firewall settings, new Active Directory admin account)?

The actual monitoring of your network will be performed by the remote probe that you need to install in your network. This probe initiates the connection from your local network to the cloud, so you might not need to configure anything (depending on existing network configurations). In general, a remote probe must be allowed to initiate an outgoing connection on port 23560 to your PRTG hosted by Paessler instance. For details, please see the PRTG manual on remote probes.

3. What are the upper limits on one PRTG hosted by Paessler instance? What happens if I need more than one PRTG hosted by Paessler instance?

We offer up to 5,000 sensors on PRTG hosted by Paessler instances. You can create an additional instance at any time.

...on How PRTG hosted by Paessler Works

1. How does PRTG hosted by Paessler collect data?

With a PRTG hosted by Paessler instance, you can instantly start to monitor all servers, services, or devices that are publicly available via the internet. If you'd like to monitor targets in your LAN that aren't available over the internet, you can install a remote probe in your network. The remote probe collects the monitoring data from your internal network and connects back to your PRTG hosted by Paessler instance in the cloud, where all monitoring data is available in one place. The remote probe monitors all devices from your network using the sensors you have configured. You can connect as many remote probes as you'd like to make multiple LANs available that may be separated by firewalls, or to use packet sniffing on computers in your LAN. For more details on remote probes and an easy installation guide, please refer to the PRTG manual.

2. How will you keep my passwords and data secure with PRTG hosted by Paessler?

By default, the PRTG hosted by Paessler user interface is only accessible via a secured HTTPS connection. On an operating system level, Amazon's AWS firewalls will ensure the security of your network and, of course, all passwords are secured using individual encryption.

3. How is my monitoring affected when my internet connection is down?

The remote probe continues its monitoring and stores the results. Once the internet connection is re-established, cached data is sent to the PRTG hosted by Paessler instance and written to the database. For details, see the PRTG manual on remote probes. Of course, without an internet connection, you will not be able to reach the web interface of your PRTG hosted by Paessler instance.

4. Will I still receive alerts when my internet connection is down?

Your PRTG hosted by Paessler instance will instantly alert you as configured. Available notification methods are push notifications or email, for example. In order to receive these notifications, please make sure your receiving device is connected to the internet.

5. How many locations can I monitor with PRTG hosted by Paessler?

You can connect remote probes from different locations to your PRTG hosted by Paessler instance: the limit is your total number of sensors.

7. Can I set up a cluster with PRTG hosted by Paessler?

There's no need for redundant monitoring with PRTG hosted by Paessler. We have built our service so that it frequently saves backups of the configuration file. Should a PRTG hosted by Paessler instance crash, we simply restart your instance for you and automatically roll out the latest backup. The latest backup will not be older than one hour.

8. How does PRTG hosted by Paessler send email notifications?

PRTG hosted by Paessler uses SendGrid for sending email notifications. These settings are preconfigured and cannot be changed to some other SMTP server. Emails sent by PRTG hosted by Paessler can originate from the following IPs:

  • 167.89.112.157
  • 167.89.112.127
  • 167.89.111.43

By default, the email address of the subscription's owner is set as the sender of the notifications. This can be changed in "Setup | System Administration | Notification Delivery". Please note that depending on your email server's settings on the receiving end, those notifications could be blocked due to the fact that they do not really originate from your domain. In this case, you have two options:

  1. Update SPF/DMARC configuration on your end, so that it accepts those emails from the aforementioned IPs, see also https://sendgrid.com/docs/glossary/spf/
  2. Change the Sender Email to something generic like [email protected]

We monitor the email reputation of each PRTG hosted by Paessler instance and take measures to prevent emails being sent from instances with a poor reputation, which usually indicates that the instance is being abused for sending SPAM.

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