Enabling Cloud-Based Monitoring and Remote Support

This section explains how to enable Cloud-Based Monitoring and Remote Support for your Qumulo cluster.

Important
To let the Qumulo Care team provide fast support when you need it most, we strongly recommend enabling both Cloud-Based Monitoring and Remote Support.

How Cloud-Based Monitoring Works

Enabling Cloud-Based Monitoring lets the Qumulo Care team monitor your Qumulo cluster proactively.

Important
Cloud-Based Monitoring doesn’t collect file names, path names, client IP addresses, or account credentials.

Qumulo Care Response Times

We use a proprietary application that aggregates diagnostic cluster data and alerts the Qumulo Care team if an issue arises. Depending on the issue severity and cluster state, a member of the Qumulo Care team reaches out. The following table outlines Qumulo Care response times.

Severity Level	Service Availability	Response Time	Description	Example
0	24×7	2 hours	Outage, data unavailability, or data loss Important For Severity 0 cases, call one of our toll-free numbers or select Severity 0 when you open a case.	The Qumulo cluster is down or there aren't enough online nodes to form a quorum.
1	24×7	2 hours	High business impact while the Qumulo cluster is still available and functional	A node is down but the cluster's quorum is still intact.
2	24×5	2 hours	A serious issue with an available workaround	When you use `ls` and `dd` commands from the same client, the performance is poor. The workaround is to mount to two different nodes and run the `ls` command for the first node and the `dd` command for the second.
3	24×5	6 hours	Poor or frustrating user experience	In the Web UI, a dialog box lingers for about five seconds after a change.
4	24×5	6 hours	Cosmetic issues or other concerns	The background color of a dialog box makes text difficult to read.

Ways to Get Help

The Qumulo Care team is always here to help you. You can contact us by using any of the following ways.

📚 Browse the Qumulo Knowledge Base
🧑‍💻 Open a case by filing a request or emailing us.
💬 Message us on Slack (if you are a current customer). For more information, see our Slack Tips and Tricks.
📱 Call one of our toll-free numbers:
- North America: +1 855-577-7544
- United Kingdom: +44 808-164-6656
- Germany: +49 800-000-7047
- Australia: +61 1800-954-952
- U.S. Government Customers: +1 844-962-3777

How Remote Support Works

Enabling Remote Support lets the Qumulo Care team access your Qumulo cluster solely to assist you with a software update or perform diagnostics or troubleshooting on your cluster from the command line.

When you install VPN keys in the /etc/openvpn directory, an authorized member of the Qumulo Care team uses SSH to connect to the ep1.qumulo.com server and then uses SSH through a secure VPN connection to connect to your cluster (normally, this VPN connection is closed).

By default, the VPN tunnel remains open for four hours to allow members of the Qumulo Care team to perform operations such as uploading logs to monitor.qumulo.com or to a secured Amazon S3 bucket and sending diagnostic data to a private Amazon EC2 instance for analysis.

Note
Currently, Qumulo Core doesn’t support VPN connections with IPv6.

You can configure the connection period and enable or disable Remote Support at any time.

What Data Gets Sent to Qumulo

Cloud-Based Monitoring and Remote Support let your cluster send the following detailed diagnostic data to Qumulo through an encrypted connection.

Cluster name
Number of nodes in cluster
Hardware and software incidents
- Drives
  - CRC errors
  - S.M.A.R.T. status alerts
  - Capacity triggers
- Nodes
  - PSU failure
  - Fan failure
  - Recused node
  - Offline node
  - Unreachable cluster
- Qumulo Core
  - New process core dump
Configuration data (such as users, groups, SMB shares, and NFS exports)
Logs, stack traces, and code dumps

Prerequisites

Before you can use Cloud-Based monitoring and Remote Support, you must:

Install VPN keys on your Qumulo cluster

Enable the following destination hostnames for TCP on port 443.

Hostname	Description
`api.nexus.qumulo.com`	Nexus monitoring
`ep1.qumulo.com`	Remote Support Important If your organization has an intrusion detection device or a firewall that performs SSL or HTTPS deep-packet inspection, you must add an exception to the IP address that resolves to `ep1.qumulo.com`. To identify this IP address, log in to your Qumulo cluster and run the `nslookup ep1.qumulo.com` command.
`missionq.qumulo.com`	Cloud-Based Monitoring connectivity
`missionq-dumps.s3.amazonaws.com`	Proxy forwarding
`monitor.qumulo.com`	Cloud-Based Monitoring log uploads