SOP for Removing Circuit from Hetrix

Remove Circuit from Hetrix

Standard Operating Procedure

Version	Version 2
Purpose	Guide T1 Support in how to remove circuit in Hetrix monitoring so we are updated on the circuits that are still being managed by Hypernetworks.
Task Source	T1 Manager \| Connectivity Delivery Specialist
Owner	Aprilyn Capunitan — T1 Support Associate
Approver	John Martinez — T1 Manager

1. Purpose & Scope

1.1 Non-Technical Overview

The purpose of this procedure is to guide Tier 1 Support Associates in removing existing uptime monitors from HetrixTools when a customer circuit has been disconnected or decommissioned. Removing stale monitors ensures our team is only tracking circuits actively managed by Hypernetworks, keeps our monitoring data accurate, and prevents false alerts on circuits that are no longer in service.

1.2 Technical Scope

This procedure applies to all circuit monitors in HetrixTools that need to be removed due to a circuit disconnection, decommission, or deal closure. It covers locating the correct monitor, deleting the ICMP/Ping probe, clearing the Hetrix monitoring fields in HubSpot CRM deal records, and updating the Hyper Monitoring Status field accordingly — including both the main Hetrix tool and the HGV Hetrix tool for HGV accounts.

STEP 1

Navigate to HubSpot Tasks

In HubSpot, go to CRM > Tasks. If you see a "Remove Existing Circuit" task, click on it to view the details of the deal/circuit that needs to be removed from Hetrix.

STEP 2

Check Hetrix Details in HubSpot Deals

Go to HubSpot > Deals, find the deal, and check the Hetrix Details field. Confirm that monitoring names are listed:

1	Non-HGV Account: Check the Internal Hetrix Monitoring field — a monitor name should be listed.

2	HGV Account: Both the Internal Hetrix Monitoring and Public Hetrix Monitoring fields should be filled out.

Sample:

✔ If monitoring names are listed — proceed to remove the circuit in Hetrix.

✕ If there are no monitoring names listed — click the Complete button (orange, top-right) to close the task.

STEP 3

Remove the Circuit in Hetrix

Go to Hetrix > Uptime Monitors. Use the Search bar to find the monitor for the deal that needs to be removed (use the monitor name copied from HubSpot). Once located, click the Settings (⚙) icon on the right-hand side of the monitor row.

A dropdown menu will appear. Click Delete Monitor at the bottom of the list.

IMPORTANT — HGV Accounts: If this is an HGV deal, you must also log in to the HGV Hetrix account and delete the corresponding monitor there as well. Use the naming convention found in the Public Hetrix Monitoring field on the HubSpot deal page to search for and identify the correct monitor to remove.

STEP 4

Update HubSpot Deal — Clear Hetrix Fields

Go back to the corresponding deal in HubSpot > Deals and update the Hetrix Details section as follows:

1	Delete the value in the Internal Hetrix Monitoring field — clear it completely.

2	HGV Accounts only — Delete the values in both the Internal Hetrix Monitoring and Public Hetrix Monitoring fields — clear both completely.

3	Toggle the Hyper Monitoring Status field from Yes → No.

4	Once all fields are updated, click the Complete button (orange, top-right of the task) to close and complete the task.

Fields should look like this when done:

SOP for Removing Circuit from Hetrix

Purpose Guide T1 Support in how to remove circuit in Hetrix monitoring so we are updated on the circuits that are still being managed by Hypernetworks.