SOP for Adding Hetrix Monitors

Standard Operating Procedure: Adding & Monitoring Circuits in Hetrix

Attribute	Details
Document Title	SOP – Add Circuit to Hetrix Tools Monitoring
Version	Version 2.0 (Updated with Technical & Operational Specifications)
Document Owner	Aprilyn Capunitan — T1 Support Associate
Approver	John Martinez — T1 Manager
Task Source	T1 Manager / Connectivity Delivery Specialist
Target Audience	Tier 1 Support Associates, Network Operations Center (NOC) Engineers, Delivery Specialists

1. Purpose & Scope

1.1 Non-Technical Overview

The purpose of this procedure is to guide Tier 1 Support Associates in configuring automated uptime monitoring for managed customer circuits using HetrixTools. Proactive monitoring allows our team to detect circuit downtime before or as it occurs, create support tickets automatically or manually, and contact underlying service providers immediately to resolve outages before customers report them.

1.2 Technical Scope

This procedure applies to all active circuit deployments managed under standard company accounts and specialized accounts (such as Hilton Grand Vacations / HGV accounts). It covers ICMP/Ping probe provisioning, location targeting, failover/alert thresholds, and bi-directional integration sync with HubSpot CRM.

2. Prerequisites & Access Requirements

Technical Prerequisites

Access Credentials: Active login access to HubSpot CRM and HetrixTools (both internal master account and HGV-specific portal).
Network Connectivity: Network access capable of initiating ICMP ping tests directly or via terminal/command line tool.
Required Information (from HubSpot Deal record):
- Deal Number (e.g., 100270 or 00000536900)
- Gateway IP Address (Public IPv4/IPv6 assigned target)
- Carrier / ISP Name (e.g., Spectrum, Cogeco, AT&T)
- Customer / Company Name or Inncode/Site Code (for HGV properties)

3. Step-by-Step Operating Procedure

Step 1: Assign Task & Locate Deal in HubSpot

Upon receiving an assignment from the T1 Manager or Connectivity Delivery Specialist, log in to HubSpot.
Navigate to HubSpot > Deals.
Search for the Deal Number provided in the assignment task.

Step 2: Verify Deal Circuit Data

Before proceeding to Hetrix, review the deal record to ensure all mandatory technical properties are present:

Deal Number
Gateway IP Address
Carrier Name

Non-Technical Note: If any of these fields are missing or ambiguous, escalate to the Connectivity Delivery Specialist or T1 Manager prior to configuring the monitor.

Step 3: Perform Ping Pre-Verification Test

[Proceed to Step 4]

Detailed Execution:

Open terminal/command prompt or network diagnostic utility and execute:

ping <gate way IP>

Outcome A — Ping Successful (Reply Received):

Confirm the destination IP responds with acceptable latency and 0% packet loss.
Proceed directly to Step 4.

Outcome B — Ping Failed (Request Timed Out / Unreachable):

Ticket Creation: Open an internal ticket in the T1 Support Queue.
Technical Investigation: Verify if the Gateway IP is correctly configured on customer premises equipment (CPE) or if local ICMP requests are explicitly blocked by a firewall.
Carrier Escalation: Call the carrier's NOC/Support line to verify if the circuit is active or down.

Step 4: Access Hetrix Uptime Monitors

From the left sidebar menu, navigate to Uptime Monitors.

Click the + Add Monitor button located in the top-right corner of the dashboard.
Step 5 & 6: Fill the Add Monitor Configuration Form
Technical Configuration Parameter Matrix

Configuration Field	Required Value / Setting	Technical / Operational Detail
Monitor Type	Ping/Service Monitor	Standard ICMP echo request/reply monitoring.
Monitor Name	See Naming Conventions below	Standardized string used for correlation in alerts and reports.
Hostname or IP Address	<Gateway IP>	Insert the validated IPv4 or IPv6 Gateway IP address.
Port Number	(Leave Blank)	Not required for ICMP ping checks.
Category	(Leave Blank)	Optional grouping; leave blank unless specified by NOC rules.
Contact List	HubSpot Ticket Alerts Jun26	Pre-set alert distribution list that triggers automated ticketing.
Monitor From	Select 4 Locations: • [US] New York • [US] San Francisco • [US] Dallas • [GB] London	Multi-region monitoring prevents localized network routing false positives.
Timeout	5 seconds	Maximum wait time for ICMP response per node attempt.
Checkup Frequency	1 minute	Frequency of ICMP ping sweeps from each selected location.
Number of Tries	3	Retries per node before reporting failure.
Number of Triggering Locations	50% + 1 (minimum)	Requires majority consensus (3 out of4 nodes) before triggering down status.
Alert Only After X Minutes Downtime	5 minutes	Filters transient network jitter and brief flap events.
Repeat Alert X Times	Don't repeat	Prevents notification spam for continuous outage states.
Repeat Alert Every X Minutes	Don't repeat (default)	Default setting.
Location Fails (X times / Y mins)	0 / 0	Warning thresholds disabled.
Diagnostics Visibility	Keep these private (default)	Restricts diagnostic telemetry to internal team members.

Standardized Naming Conventions

Standard (Non-HGV) Accounts

Syntax: Company Name - Deal Number - Carrier - GW IP

Example: RS Hughes Company Inc - 100270 - Spectrum - 24.226.12.X

HGV Accounts (Dual Configuration Requirement)

CRITICAL INSTRUCTION: HGV circuits must be created in BOTH the main company account and the specialized HGV Hetrix account.

Company Overall Hetrix Account:
- HGV-Specific Hetrix Account:

- Syntax: Company Name - Deal Number - Carrier - GW IP

- Syntax: Inncode/Site Code - Location Name (or street address) - Carrier - Gateway IP
- Example: HGV - Reserve At Thunderbird - Spectrum - 64.233.160.X

Step 7: Update HubSpot Deal Records

Once the monitor is saved in Hetrix, sync the details back into HubSpot:

Return to HubSpot > Deals and locate the relevant deal.
Set the Hyper Monitoring Status field to YES.
Update the Hetrix string tracking fields:
- For Non-HGV Accounts: Paste the naming string into the Internal Hetrix Monitoring field.
- For HGV Accounts: Paste the naming string into both:
- Internal Hetrix Monitoring
- Public Hetrix Monitoring
- Save the HubSpot Deal record.

4. Summary of Operational Responsibilities

Tier 1 Support: Responsible for accurate entry, ping validation, proper naming standard adherence, and HubSpot field updates.

Carrier Escalations: In case of ping failure during setup, T1 initiates carrier contact and manages outage tickets until resolution.

Revision Notice: This document is subject to ongoing updates. Always reference the latest version in the internal knowledge repository.

SOP for Adding Hetrix Monitors

For T1 to know how to add circuit in Hetrix and to also monitor the circuits that we manage if it is up or down and we can proactively create a ticket and assist customers with their circuit issue.