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FAQs


General
  1. What is the difference between MSP Center Plus version9, MSP Center Plus version 7 (& below) and MSP Center Lite?
  2. What are the system requirements to install MSP Center Plus?
  3. What are ports to be opened?
  4. How secure is the data communication between the Central server and the Agent?
  5. What's the Pricing for MSP Center Plus?
  6. How many devices can be managed with the Free Edition?
  7. Can I move from Free Edition to Licensed version without uninstalling the product?
  8. Do I need to take periodical backups?
  9. Can I use a self-signed SSL Certificate?
  10. Can I integrate MSP Center Plus with other help desk or ticketing software like ManageEngine ServiceDesk Plus, Connectwise etc.?
  11. Is MSP Center Plus hosted or enterprise?
  12. How long will it take for a customer to be up and running using industry standard best practices?
  13. How much bandwidth does Agents/Collectors consume?

Central Installation

  1. What are the Operating Systems supported for installing the Central Server?
  2. Can MSP Center Plus be installed on Linux?
  3. Does MSP Center Plus support non-english OS?
  4. Does MSP Center Plus support MSSQL as the backend database?

Agent Installation
  1. What are the Operating Systems Supported by MSP Center Plus Agent?
  2. How is the Agent installed?
  3. Can the agent be installed silently without disturbing the end user?
  4. Is the user aware the agent is installed?
  5. What port does the agent use and can that be changed?
  6. What is an agent?
  7. What is a Collector?

Monitoring
  1. Does MSP Center Plus monitor Routers and Switches?
  2. What type of monitoring does the agent provide out of the box?
  3. How does your monitoring work?
  4. Does MSP Center Plus separate servers from workstation and laptops?
  5. Is it possible to monitor the printer and their toner levels?
  6. What level of monitoring is provided on the network (switches, router, bandwidth)?
  7. Apart from monitoring, is it possible to manage the devices for patch and inventory?

 Remote Control
  1. What technology does MSP Center Plus use for remote control?
  2. Is the remote access behind the scenes or apparent to the customer?
  3. How does MSP Center Plus' remote control software compare to Logmein with regards to speed and control?

Scripts
  1. Does MSP Center Plus include Scripts?
  2. How are new scripts added?

Alerts
  1. How easily can the agent monitoring tools be adjusted to reduce alerting or eliminate the alert?
  2. Is it possible to disable alerts during non-business hours?
  3. How many alerts can be received for a Server deployed under industrial standards in 24 hour period?
  4. How easily can an alert be removed (if not required) and can be applied to all other workstations?
  5. How can alerts be resolved before they are alerted or ticket is created?
  6. Once an alert is resolved how easily can this be made to happen in all instances of the same alert?

Reports

  1. Does MSP Center Plus provide reports out-of-the-box?
  2. What types of reports are provided out of the box?
  3. What would be the best reports to use for marketing new customers?
  4. What report has the most success in convincing customers of the value added by an MSP?

Pricing
  1. How is your price structured?
  2. Is there a minimum requirement to get into the program?
  3. Is your pricing tiered?

Have a question?
If you have some basic questions to ask us about the product, please fill the form below. We will answer them.



General
How secure is the data communication between the Central server and the Agent?
The data is 100% secure as the communication between the Central and Agent happens via a secure HTTPS connection.

How many devices can be managed with the Free Edition?
Free Edition supports 25 devices.

Can I move from Free Edition to Licensed version without uninstalling the product?
Yes you can move from free edition to the licensed one by buying the license for the required numbers.

Do I need to take periodical backups?
We recommend users to take periodical backups of your Central server manually. In case something goes wrong you can restore the data with the backup. Click here to know the steps to backup the Central server.

Can I use a self-signed SSL Certificate?
Not possible. By default MSP Center Plus uses a open SSL certificate. Due to this you will get the security pop-up on the browser. However, you can use browsers like firefox which will store the SSL exception and will not prompt you again for the SSL. If you do not want that you can purchase a new SSL certificate from a vendor and then integrate that with MSP Center Plus.

Can I integrate MSP Center Plus with other help desk or ticketing software?
Yes MSP Center Plus integrates with ManageEngine ServiceDesk Plus and ConnectWise via APIs. Integrating with ServiceDesk Plus and ConnectWise requires separate license.

The other option is the Alarm to Email Notification feature in MSP Center Plus which generates an email whenever an alarm gets raised. This email can be addressed to any Help desk tool such as ManageEngine ServiceDesk Plus, BMC Service Desk Express, HP Service Center etc. and can be viewed as tickets.

Is MSP Center Plus hosted or enterprise?
Enterprise. But we can host a copy for your at an extra price.

How long will it take for a customer to be up and running using industry standard best practices?
Installation - 4 mins. Initial setup and configuration - 2-3 hours

How much bandwidth does Agents/Collectors consume?
Agent:
Monitoring 28 performance monitors, 25 Windows services and 20 event logs at 5 minutes interval on a Windows machine, an agent consumes 28KB. For 1 hour it consumes 336KB.

Factors that affect the bandwidth are
  • Number of monitors, services and event logs
  • Monitoring interval
  • IT workflows executed
Collector:
No. of SNMP devices monitored x 336KB/hr.

Central Installation
Can MSP Center Plus be installed on Linux?
No, MSP Center Plus cannot be installed on linux devices.

Does MSP Center Plus support non-english OS?
MSP Center Plus Center server cannot be installed on non-english OSs, but the Agents can be installed on non-english OSs also.

Does MSP Center Plus support MSSQL as the backend database?
No. At present MSP Center Plus does not support MSSQL. It supports only MySQL. MySQL is bundled with the product itself.

Agent Installation
How is the Agent installed?
Agent is a downloadable msi file. Can be installed manually, using scripts, using domain controller logon script.

Can the agent be installed silently without disturbing the end user?
Yes. Refer
https://msplite.wiki.zoho.com/Silently-Install-Agent-in-Multiple-Machines.html  

Is the user aware the agent is installed?
By default the user will be aware of the agent installed. However, can be set otherwise if required.


What port does the agent use and can that be changed?
Refer https://msplite.wiki.zoho.com/Ports-and-Firewall-Settings.html

What is an agent?
Agent helps you monitors the end Windows device via WMI. If you want to monitor 10 Windows devices, you have to install the agent on all the 10 devices.

What is collector?
Collector is also .msi file which monitor the routers, switches, printers and other network devices in a LAN via SNMP. Ensure that SNMP is enabled on these devices. It should be installed on a Windows device. Apart from monitoring the network devices, it also monitors the Windows device on which it is installed.




Monitoring
Does MSP Center Plus monitor Routers and Switches?
MSP Center Plus monitors Routers and Switches via snmp. Install a Collector and add the routers and switches.

What type of monitoring does the agent provide out of the box?
Availability monitoring, Windows services monitoring, Eventlog monitoring, CPU/Disc/Memory monitoring for servers/desktops, Health monitoring for routers/switches, Exchange monitoring, ActiveDirectory monitoring, Interface monitoring, Process Monitoring, etc.

How does your monitoring work?
The agent periodically polls the health and performance metrics of the device and updates the collected value to the Central server. Windows devices are monitored using WMI. Whereas, Linux, Mac and other network devices are monitored using snmp.

Does MSP Center Plus separate servers from workstation and laptops?
Yes. It intelligently identifies the operating system and classifies the devices accordingly.

Is it possible to monitor the printer and their toner levels?
Yes it is possible to monitor printers via snmp. Toner levels can also be monitored, provided if the printer has a mib and returns an integer value when queried for toner levels.

What level of monitoring is provided on the network (switches, router, bandwidth)?
MSP Center Plus monitors network devices via SNMP. Out-of-the-box, it monitors buffer hits/misses/failures, CPU, and temperate for Routers. For Switches, it monitors, CPU/Memory/Backplane utilization. To monitor bandwidth, add a custom monitor in the monitoring  template providing the correct OID and associate the template to the routers/switches.

Apart from monitoring is it possible to manage the devices for patch and inventory?
At present it is not possible. However patch and inventory management will be available as a plug-in in the upcoming releases. You can try our ManageEngine Desktop Central MSP for your desktop management needs.

Remote Control

What technology does MSP Center Plus use for remote control?
MSP Center Plus leverages ZOHO Meeting, a remote session service offered by ZOHO, for remote control.

Is the remote access behind the scenes or apparent to the customer?
Apparent to customer.

How does MSP Center Plus's remote control software compare to Logmein with regards to speed and control?
We are comparable with logmein, but we score better being an integrated tool with inbuilt monitoring + remote control + remote support which is more productive than a basic remote control only tool such as logmein

Scripts
Does MSP Center Plus include Scripts?
Yes. It is called as IT Workflows. It is just a sequence of remote actions. You don't write them as in coding a vb script. 

How are new scripts added?
You can add any number of new scripts using the various remote actions available.

Alerts
How easily can the agent monitoring tools be adjusted to reduce alerting or eliminate the alert?
Eliminate alert - using IT workflow you can execute remote actions on end machines to fix problems

Is it possible to disable alerts during non-business hours?
At present it is not possible. However we are bringing Downtime scheduler in the upcoming releases, which helps you disable alerts during non-business hours.

How many alerts can be received for a Server deployed under industrial standards in 24 hour period?
That depends. MSP Center Plus raises alarms when Server goes down/services down/eventlogs generated/ applications installed on the server etc.

How easily can an alert be removed (if not required) and can be applied to all other workstations?
One click to delete/clear/acknowledge alarm. Couple of clicks more to remove alarm for all devices

How can alerts be resolved before they are alerted or ticket is created?
You can use IT Workflow - a feature which helps you write sequences of remote actions to be performed on end machines

Once an alert is resolved how easily can this be made to happen in all instances of the same alert?
IT workflow provides template option so that you can reapply the fix to many devices across many customers.

Reports
Does MSP Center Plus provide reports out-of-the-box?
Yes.

What types of reports are provided out of the box?
Performance & Health reports of devices, Inventory and Patch reports, Customer specific performance & health reports.

What would be the best reports to use for marketing new customers?
We allow you to create custom reports. Generate a custom report as per your requirements.

What report has the most success in convincing customers of the value added by an MSP?
Health Trend reports.

Pricing
How is your price structured?
Per device per year.

Is there a minimum requirement to get into the program?
No.

Is your pricing tiered?
Yes.




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