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SOP-T1-14: Using HetrixTools

Uptime Monitoring Platform Guide — Tier 1 Support Standard Operating Procedure

Document ID: SOP-T1-14

Version: 2.0

Owner: Tier 1 Support Associates

Approver: John Martinez — T1 Manager

Applies To: Tier 1 Support Associates

Related SOPs: SOP-T1-02 — Hetrix Down Notifications SOP-T1-11 — Proactive Alert Notification Handling

1. Purpose

This procedure explains how to use HetrixTools, the uptime monitoring platform used to track whether managed circuits are online, and how to search, add, edit, and remove monitors, including for HGV-specific circuits.

2. Scope

This procedure applies to all Tier 1 work inside HetrixTools — both the main Hetrix account and the separate HGV Hetrix account. It supports SOP-T1-02 (Hetrix Down Notifications) and SOP-T1-11 (Proactive Alert Notification Handling), which describe what to do when a monitor reports downtime; this SOP covers the tool itself.

3. Roles & Responsibilities

Tier 1 Support Associate: Searches and reviews monitor status, and adds, edits, or removes monitors as circuits are onboarded, changed, or decommissioned.

T1 Manager: Approves this SOP.

4. Prerequisites

Non-Technical Prerequisites

  • Access to the shared Hetrix login credentials via the team password manager (see credential handling note below).
  • Awareness that HGV circuits appear in both the main Hetrix account and the separate HGV Hetrix account.

Technical Prerequisites

  • Ability to locate a circuit's Gateway IP, Network IP, deal number, and carrier from HubSpot before adding or editing a monitor.

5. Procedure

STEP 1 — Log In to Main Hetrix

Sign in at the link below to view monitor status.

Portal link

https://hetrixtools.com/login/

On the left side, select Uptime Monitors. This shows all circuits/deals/IPs currently being tracked, and whether each is up or down.

Ignore known noise

Ignore monitors showing very long downtime, “not in active status,” or “monitoring not started.” Most or all of these are already reported and recorded, and do not represent a new issue.

STEP 2 — Search for a Circuit

Use the search button on the upper left side. Type in the IP address or deal number of the circuit you need, then click the magnifying glass icon. Results will be filtered to only what matches the IP or deal entered.

STEP 3 — Add a Deal/Circuit to Hetrix

Credential handling

Changing anything in the main Hetrix account requires the shared T1 login. Retrieve the username and password from the team password manager rather than sharing them in chat, tickets, or customer-facing communication.

Select Add Monitor on the right side, then choose Monitor Type → Ping/Service Monitor. Fill out the following:

  • Monitor Name — use the format “Company – Deal Number – Carrier – Gateway IP.”
  • Hostname or IP Address — use the Gateway IP for the deal/circuit, or the Network IP if the Gateway IP is not applicable.
  • Contact List — select “Hubspot Ticket Alerts Jun26.”
  • Checkbox — select New York, San Francisco, Dallas, and London.

Under Advanced Settings, go to “Alert Only After X Minutes of Downtime” and select “Alert me after 5 mins of downtime.” Then select Add Monitor.

STEP 4 — Edit a Deal/Circuit in Hetrix

Click the pencil icon on the right side of the monitor to edit it. Update the details that need to change — such as Gateway IP or deal number — then click Edit Monitor.

STEP 5 — Remove a Deal/Circuit from Hetrix

Click the gear icon on the right side of the monitor, then select Delete Monitor.

STEP 6 — Using HGV Hetrix

HGV circuits have their own dedicated Hetrix account, separate from the main Hetrix account. HGV deals/circuits can also be seen in the main Hetrix account.

Credential handling — HGV Hetrix

Retrieve the HGV Hetrix login from the team password manager rather than this document or any other shared location.

Once signed in, select Uptime Monitors. All interfaces, and the process for adding, removing, and editing monitors, are the same as in the main Hetrix account (see Steps 2–5).

6. Escalation Criteria

  • Shared Hetrix or HGV Hetrix credentials are not available in the team password manager → escalate to the T1 Manager rather than requesting or sharing the password through another channel.
  • A monitor shows down but does not match any known circuit or deal in HubSpot → confirm with the T1 Manager before creating a ticket, since this may indicate a monitor that was not properly decommissioned.

7. Do's and Don'ts

Do

  • Use the exact Monitor Name format: Company – Deal Number – Carrier – Gateway IP.
  • Set new monitors to alert after 5 minutes of downtime, using the “Hubspot Ticket Alerts Jun26” contact list and the New York, San Francisco, Dallas, and London locations.
  • Check both the main Hetrix account and the HGV Hetrix account when working an HGV circuit.
  • Retrieve login credentials from the team password manager.

Don't

  • Don't share the Hetrix or HGV Hetrix password in chat, tickets, or with a customer.
  • Don't treat monitors with very long downtime or “not in active status” as new issues — these are typically already known and recorded.
  • Don't add a monitor without first confirming the Gateway IP, Network IP, deal number, and carrier from HubSpot.

8. Revision History

v1.0: Original knowledge-base article format. Both the main Hetrix account password and the HGV Hetrix account password were written in plain text directly in the document.

v2.0: Restructured into standard SOP format (Purpose, Scope, Roles, Prerequisites, Procedure, Escalation Criteria, Do's/Don'ts, Revision History). Replaced both plaintext passwords with references to the team password manager and added credential-handling callouts for each. No other procedural content changed.