Frequently Asked Questions

To register, please visit https://service.itconductor.com/register.

• Please use your corporate e-mail address - public web e-mail addresses may be blocked by IT-Conductor.
• Preferably use abbreviation or a short form for your Company Name.
• Upon the successful registration, you will receive an activation e-mail.

You can get support by logging a ticket through IT-Conductor, or by reaching out via email or phone. For more details, please refer to Support documentation.

You can follow our step-by-step Onboarding documentation to get started at your own pace. 

If you prefer a more guided experience, the IT-Conductor Support Team is highly hands-on and ready to assist you through setup and answer your questions.

The IT-Conductor Knowledge Base provides comprehensive instructions, guides, and best practices.

You can also access demo videos, recorded webinars, and product walkthroughs on our YouTube channel to support your learning.

The IT-Conductor Gateway is a software download which runs as a secured proxy service on either Windows or Linux 64-bit platform. It sits securely behind the Customer firewall and calls home to IT-Conductor over HTTPS SSL connection, pushing monitoring data (metrics & alerts) into the cloud and then retrieves the next set of instructions for monitoring and automation work with the Customer's monitored system.

For more details, please refer to Architecture documentation.

No. IT-Conductor does not directly access the Monitored System.

• Gateway access via secured proxy
• Machine-to-machine access, no direct user logon from IT-Conductor to Monitored System
• Stopping the Gateway will stop all access for Monitored System configured using that Agent

Absolutely. Our servers are housed in a SSAE 16 type II audited data center with 24 hour monitored security, redundant power and cooling, active fire detection and suppression, and has no physical access except for security and authorized systems administration personnel only. Our storage infrastructure is highly durable and fault tolerant, and our databases are backed up daily and securely transferred and stored with military grade AES-256 encryption to multiple off-site locations, and our data management practices and privacy policies are ISO 27001 compliant.

All communications are performed via HTTPS secured by 128-bit SSL certificate from a trusted Certificate Authority.

Data is stored in encrypted database.

HTTP with SSL (HTTPS) + SOAP and HTML

Authentication: Form-based authentication using IT-Conductor stored password hashes

Authentication Policies:

• Prompt Captcha validation after a Number of Unsuccessful login attempts
• Lock user account after a Number of Unsuccessful login attempts, requiring password reset
• Self–service password reset via validation e-mail
• E-mails are not modifiable by the end-users

User Identity: Maintain in the Application server memory for the duration of the session (Java). Initial registration and password reset employ validation e-mails sent to the end-user.

Role Based Access Control:

• Each tenant user can only access data in its tenant.
• Each user is assigned a role.
• Each role has to be granted access to objects based on Object Class, Type of operation, Object Values. Type of operation is one of many defined operations like read, update, create, etc. - over 20 at this time allowing for a granular control over available functionality.

Tenant users granted “Tennant Administrator” role can grant access to tenant data to other uses by creating/granting roles.

Customers define monitored components by entering host names and user accounts used to monitor them. IT-Conductor collects the performance counter data and alerts. Performance counters are numeric values and are aggregated/rolled up in a progressive manner over time. Alerts are removed after 1 week, but can be customized.

IT-Conductor has a proprietary multi-tenant data structures stored in a relational DBMS; the proprietary application security layer only allows access to customers own data.

All customer data (that are not benchmarking data, abstracted derivative data, transactional, performance data and metadata) shall be owned exclusively by the customer.

• No business master or transaction data access
• Only monitoring or operations control access (such as job scheduling if required by customer)

Thirty days following contract expiration, procedures are followed to purge all monitoring and performance data. Sensitive/personally identifiable information is anonymized.

The free account does not expire, and allows up to 2 systems/Apps (no SAP JAVA) to be monitored at the application level only without native DB or OS monitoring. You can upgrade to a paid subscription from the free plan at any time. Your usage is monitored, so if your account is unused for 30 days or longer, IT-Conductor reserves the right to terminate and remove the account and all its configuration and data.

The free plan allows you to monitor up to two systems at no cost—no hidden fees or commitments. It does not require a credit card, has no time limit, and includes full access to online support.

It’s ideal for smaller SAP environments that do not require native OS or database monitoring. The only limitation is that custom monitors and workflows cannot be added beyond the built-in best practice templates.

When upgrading from the free plan to a paid plan, all systems become billable. In this case, all three systems would require a subscription.

Free plan systems are self-service, while subscribed systems are fully managed and supported.

See Pricing for available subscription plans.

You will be billed as soon as your subscription is activated.

For paid monthly plans, IT-Conductor accepts Visa, MasterCard, and American Express. All payments are billed in US Dollars per system per month. If paying for an annual plan, Wire Transfers/ACH are the preferred method of payment. Payment instruction will be provided on the billing statement.

No, you have the option of paying monthly or annually. For the monthly plan, your credit card will be billed each month. For the annual plan, your credit card will be charged every 12 months. If you choose Wire transfer or ACH method for the annual plan, it must be paid on or before the 12 month anniversary date.

You can cancel your account at any time, and there are no setup fees when using our built-in best practice monitoring templates for self-deployment.

For annual plans, a cancellation notice must be submitted at least 60 days prior to the end of the term. Assisted deployment services may incur additional charges, which will be outlined in a Statement of Work (SOW). Deployment fees vary depending on the size and complexity of your requirements.

As per IT-Conductor Subscription Service Agreement (aka EULA), IT-Conductor does not issue refunds for monthly or annual terms. If you are on a paid plan, you can cancel at any time, but you will not receive a refund for any unused portion of your subscription. For multi-year terms, unused years can be refunded.