GothamWatch combines telephone support with a hosted software-based monitoring solution to provide customers a dramatically enhanced level of support and service.

GothamWatch replaces a reactive process that starts with a call to the help desk and culminates in a phone call to Gotham Technical Services with continuous and proactive monitoring of network servers and clients, giving support personnel a powerful tool with which to maintain their network operations.

Gotham has partnered with ProactiveWatch® to provide this monitoring and support solution.  Lightweight ProactiveWatch monitoring agents poll the state of any network device at five second intervals and communicate the results, via outbound-only ports, to the ProactiveWatch back-end services, hosted at a secure, highly available data center.  Unexpected poll responses generate immediate e-mail alarms, allowing you to identify and address technical issues before they become business issues

Multiple support models allow both small companies with limited help-desk capabilities and larger firms with extensive IT departments to benefit from this service. All GothamWatch contracts include 10 device licenses, installation of 10 ProactiveWatch agents and collection server, system generated e-mail alerts, and weekly summary reports. GothamWatch customers also have 24 x 365 access to Gotham Technical Services and receive discounts on the purchase of Gotham Service Time Blocks.

(Advanced and Premium contracts guarantee a 2-hour response; Basic contracts guarantee a 4-hour response.)

Advanced and PremiumContract customers receive unlimited telephone support on systems covered by the agents.

Basic contract customers will require a Gotham Service Time Block to be purchased to receive telephone support.

Premium Contract customers will have their systems actively monitored by Gotham Support personnel. They also receive a read-only version of the Explorer console installed at their site. Once each quarter, will perform an on-site review and trend analysis of the monitored systems.

The ProactiveWatch Agent for Citrix performs several Citrix-specific monitoring and diagnostic functions that make it uniquely valuable as a source of data to ensure ongoing good performance on the part of Citrix hosted applications.

Traditional infrastructure monitoring tools only look at high level metrics like totals for CPU, memory, disk and network utilization. ProactiveWatch is fully aware of the unique functions performed by a Citrix Presentation Server and monitors how much of these key resources are used by each instance of each application running on the CPS.

The ProactiveWatch system is designed to scale up to an extremely large number of customers and customer devices. Light-weight agents, efficient data collection and one-way communication of information, combine with the architecture of the middle-tier of the ProactiveWatch Service in a technology that is uniquely suited to monitoring large numbers of devices in distributed locations.

GothamWatch Architecture Diagram

Identifying the differences between systems that should be on the same image, but are behaving inconsistently, is crucial for root cause identification of the problem. To assist in this, ProactiveWatch provides the capability of comparing system profiles and application lists to each other or to a golden server.

ProactiveWatch was built to manage large numbers of devices, which inevitably leads to large numbers of alerts being generated. To help manage the flow of information, ProactiveWatch provides summary e-mails at specified intervals that group the alarms by time, location, and categories into which the alarms fall. Seeing and being able to respond to a group of alarms is a more efficient use of time for support personnel than responding to each alarm individually. Also, while individual alarms contain diagnostic data to help support personnel identify and resolve issues, sometimes a big picture view is required to see where a problem originated. These summary e-mails assist support personnel by providing that big picture view.