IT-Conductor Frequently Asked Questions

IT-Conductor is a full Software-as-a-Service (SaaS) solution, therefore we make it as simple as possible for you to Automate, Monitor, Manage and Optimize (AMMO) your enterprise IT environment.  By including a no time limit trial up to 2 systems, you can experience the full width and depth of our subscription service at no risk to answer all your questions.  If however, there are still any questions, please feel free to let us know by Chat or the Contact page.

[fa icon="plus-square-o"] Signing Up

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

  • Please use your corporate e-mail address - public web e-mail addresses maybe 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
[fa icon="plus-square-o"] Getting Help

IT-Conductor Knowledgebase

While logged on to IT-Conductor use Support / Help for detailed instructions ...

[fa icon="plus-square-o"] Chat with Support Team
When you logged in - a chat window will appear in the lower-right cordner of the browser - our support team is standing-by to answer your questions and get you going ...
[fa icon="plus-square-o"] How does the IT-Conductor Gateway work?

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 security, there is no direct connection from IT-Conductor to the monitored system.

[fa icon="plus-square-o"] Is there Direct Access to Monitored System?
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
[fa icon="plus-square-o"] Is my data safe and backed up?
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 accepted by security and authorized systems administration personnel. 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.
[fa icon="plus-square-o"] Do you offer any form of encryption?
All communications are performed via HTTPS secured by 128-bit SSL certificate from a trusted Certificate Authority
[fa icon="plus-square-o"] What data transport standards are used?
HTTP with SSL (HTTPS) + SOAP and HTML
[fa icon="plus-square-o"] How access control is currently accomplished?

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.
Tennant users granted “Tennant Administrator” role can grant access to tenant data to other uses by creating/granting roles
[fa icon="plus-square-o"] What are the steps in the data lifecycle?
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.
[fa icon="plus-square-o"] What methods /controls are used to separate information and systems from other companies?
IT-Conductor has a proprietary multi-tenant datastructures stored in a relational DBMS, The proprietary application security layer only allows access to customers own data
[fa icon="plus-square-o"] Who owns the data when it is in the cloud?
All Customer Data (that are not benchmarking data, abstracted derivative data, transactional, performance data and metadata) shall be owned exclusively by Customer
[fa icon="plus-square-o"] What Access is required to the Monitored System?
  • No business master or transaction data access
  • Only monitoring or operations control access
[fa icon="plus-square-o"] What happens to our data when the contract expires?
30 days after contract expires we follow procedure that will ensure your monitoring and performance data are purged after expiration or discontinuation of service, and are abstracted from any sensitive information.
[fa icon="plus-square-o"] IT-Conductor Administration

A growing list of usage and administration topics are maintained on our blog with use cases, instructions and videos with topics such as:

  • Automate
  • Monitor
  • Manage
  • Optimize

If there is a topic you are not able to find, simply ask us via Chat or Support.

[fa icon="plus-square-o"] What is the IT-Conductor Free Account Plan?
The free account does not expire and allows up to 2 systems to be monitored. 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.
[fa icon="plus-square-o"] Is the free plan really free?
Yes, monitor up to 2 systems totally free – no catches. You don’t even need a credit card to subscribe and use IT-Conductor, and it’s not a trial so you can use it for as long as you like, online support included too. It's perfect for small SAP environment.  The only limit is we can't add custom monitors or workflow that are not already included in the built-in  best practices templates.
[fa icon="plus-square-o"] If I’m on the Free plan with 2 systems and I want to add a 3rd system, do I have to pay for all 3 systems, or just the 3rd system?
When you upgrade from the free plan to any paid plan, all systems are billable. So in this example all 3 systems would need a subscription, however we count those first 2 systems at the lowest tier (Monitor, $100/mth) eventhough they will receive full IT-Conductor benefits.
[fa icon="plus-square-o"] What paid subscriptions plans are available?

Monitor

Manage

Automate

$100 $150 $200
(1 month free w/annual)
Up to 2 managed locations
Email notifications
Configurable thresholds
Standard dashboards
Email & Web support
Unlimited users
(2 month free w/annual)
Monitor tier up to 3 locations
Phone, Email & Web support
Reporting
Automated Recoveries
(3 month free w/annual)
Manage tier + unlimited locations
Custom Workflows & Monitors

* Pricing in USD, per system per month

Volume & MSP Custom Pricing available, Submit an Inquiry

[fa icon="plus-square-o"] With paid plans, when will I be billed?
1st Calendar Month after signing up for the paid plan is always free. You won't be billed until the 1st of the next month
[fa icon="plus-square-o"] What payment methods do you accept?
For paid monthly plans IT-Conductor accepts Visa, MasterCard, and American Express, and you will be billed in US Dollars per system per month. Annual subscriptions do receive discounts so we prefer Wire transfer or ACH.  Payment instruction will be provided on the billing statement.
[fa icon="plus-square-o"] Do I have to sign a fixed term contract?
No, you have the option of paying monthly or annually. If you pay monthly your credit card will be billed each month. If you pay annually your credit card will be charged every 12 months, or if you choose Wire transfer or ACH method, it must be paid on or before the 12 month anniversary date.
[fa icon="plus-square-o"] Are there any cancellation fees or set up fees?
No. You can cancel your account at any time and we do not charge any set up fees to use our available best practices monitoring templates.
[fa icon="plus-square-o"] Will IT-Conductor give refunds?

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.

[fa icon="plus-square-o"] Feature list

Our features, benefits and for the roles/tasks can be found at:

To request features, please use our Chat or Support.  We are an agile cloud service solution which regularly update functionality to meet customer needs.

[fa icon="plus-square-o"] Are there demo and instruction videos?
Yes.  Please access our Video page for intro video overview as well as link to IT-Conductor's YouTube Channel where you can find a variety of demo and How-to videos
[fa icon="plus-square-o"] Can I see a live product demo?

Yes we provide 2 types of demo:

  1. Self-guided demo which we provide you with scripted instructions that you can self-pace through the online demo using our monitoring setup.  Sign up for a self-guided demo
  2. Book a Live demo with our team so you can answer your specific questions
[fa icon="plus-square-o"] Can I speak with a sales rep?
Yes our IT-Conductor expert team is available via online chat (during normal US business hours), or contact us via email, phone or inquiry form available on our Contact page
[fa icon="plus-square-o"] Where is your privacy policy and terms of service?
[fa icon="plus-square-o"] What type of training does IT-Conductor offer?
IT-Conductor offers numerous online training options ranging from live webinars, on demand webinars, tutorial videos and FAQs. You can review these self service tools on our Resources menu.