Frequently asked questions / Services
1. Does Centreon carry out integration and installation if needed? And where?
2. Does Centreon carry out monitoring audits?
3. Does Centreon charge for setting up a PoC?
4. Why do I need to renew my techsupport and maintenance contract every year?
5. Do you have a Training Program?
6. What are the technical requirements (HW, SW) to set up a Centreon platform?
7. Can Centreon help to assess and advise the type of Centreon solution my company may need?
8. Centreon used to offer software extensions such as WAA, auto-discovery, Syslog, etc. How can I get them?
9. I have an old CES version integrated with Nagios. Can Centreon help with upgrade and integration to Centreon?
10. I am using Nagios and would like to centralize monitoring on the Centreon system. Can you help with migration?
11. I am using part proprietary and part open source for monitoring and would like to integrate Centreon. Can you help?
12. Is your technical support 24/7?
Our published support plans work on European timezone to cover operations from 8am to 6pm. We offer 24/7 support plans for specific customer requirements on an on-demand service agreement basis. Please contact us if you need 24/7 support.
13. How does Centreon technical support handle issues?
Regardless of the annual support plan, Centreon TechSupport (CTS) adheres to a 3×3 response escalation and criticality policy and engages to treat a raised ticket within 90 minutes. The ticket is assigned accordingly to 1 of 3 expertise level based on the software implicated: core, specific or third party software, to be resolved and/or be escalated further, depending on the criticality of the problem.
Criticality is defined in 3 categories: blocking, major and minor. Problems of a “blocking” nature is deemed to severely impact the entire monitoring system, making it impossible to run any monitoring operations. “Major” problems are those that partially impact the monitoring system and operations. “Minor” problems do not disrupt the monitoring system or operations and have to do with software usage such as bugs in discovery of services or failure linked to ACL, incorrect reporting, etc.
Core software refers to any software developed and maintained officially by Centreon e.g. Centreon Engine, Centreon Broker, Centreon Web, etc. Third party software refers to any software developed and maintained by a party or parties outside Centreon, whether proprietary or open source. For example, this could mean contributions by Centreon community collaborators such as Centreon 2.3 and also Ubuntu, Debian, Nagios, Apache, PHP, NDOutils, etc. Specific software refers to any software developed by Centreon under a specific service contract that may include customized reports, widgets, custom web views, etc.