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Now you can click on Create User button to create your admin user.

And you’re now automatically logged into myNetmagic as an admin user.

Section 2.2 Steps to create non-admin user

You need to have an Admin account to create new users. If you already have one, follow these steps:

Step One Click on the Admin tab on the myNetmagic web console and you will be brought to this screen:

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Step Two click on the Add Users tab and you will be asked to enter the details for the new user you wish to create.
Fill in these details.

Step Three Assign a role to the user you are creating. There are four roles available to you:
1. Administrator
2. Business
3. Manager
4. Operator

Step Four This is where you define permissions based on the role you selected in the previous step. All you have to
do is select the modules (sections within the portal) you want your user to have access to.

Step Five Click on the Create User button to create your User. And you are done!

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Section 2.3 Steps to edit and update your user profile and permissions

You may want to change roles for your existing users. You may also want to change their passwords or update their
personal details.

Here’s how you edit and update your users:

Step One Click on the Admin tab on the myNetmagic web console.

Step Two Click on the Edit Users sub-tab and you will see this screen.

Step Three Choose the user you wish to update from the User Name dropdown menu.

Step Four Change this user’s role by selecting an existing option from the select role dropdown menu.

Note: You cannot define new permissions here for existing users. You can only do that on the Add Users screen.

Step Five Click on the update button to update the user or hit the delete button to cancel the updating process.

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Section 3 Checking status on subscribed services

This section will help you understand how to monitor the status of your subscribed services with us.

Section 3.1 Using your Service Order Form

Contracting services with Netmagic requires the frequent use of a document called SOF. SOF stands for Service
Order Form. SOFs are used when:
 You wish to contract new services with Netmagic
 You are requesting a service upgrade from Netmagic

You wish to discontinue services with Netmagic

There is a change in your company name that Netmagic needs to be notified of
 There is a change in invoicing parameters related to your billing
 There is a change in the location of Netmagic IDC, at which your services are hosted with us

Section 3.2 Understanding the nature of your contracted services

The services you contract with Netmagic come in two flavors:

 Renewable Services: These are recurring services as per the period mentioned in SOF that auto-renew
at the end of agreed period.

 Onetime Services: These are mostly the one-time setup services. This kind of service is provided only
during the initial setup and is charged / invoiced only once to you.

To view the current status of your contracted services on myNetmagic portal, go to the Infrastructure tab and click
on services sub-tab.

You will see the start and end dates for the contracted service along with a short service description and the
associated SOF number.

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Section 3 Checking status on subscribed services

This section will help you understand how to monitor the status of your subscribed services with us.

Section 3.1 Using your Service Order Form

Contracting services with Netmagic requires the frequent use of a document called SOF. SOF stands for Service
Order Form. SOFs are used when:
 You wish to contract new services with Netmagic
 You are requesting a service upgrade from Netmagic
 You wish to discontinue services with Netmagic

There is a change in your company name that Netmagic needs to be notified of

There is a change in invoicing parameters related to your billing

There is a change in the location of Netmagic IDC, at which your services are hosted with us

Section 3.2 Understanding the nature of your contracted services

The services you contract with Netmagic come in two flavors:

 Renewable Services: These are recurring services as per the period mentioned in SOF that auto-renew
at the end of agreed period.

 Onetime Services: These are mostly the one-time setup services. This kind of service is provided only
during the initial setup and is charged / invoiced only once to you.

To view the current status of your contracted services on myNetmagic portal, go to the Infrastructure tab and click
on services sub-tab.

You will see the start and end dates for the contracted service along with a short service description and the
associated SOF number.

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Section 5 How to monitor your SLA, Infrastructure and devices

(For all Netmagic managed devices / components)

As a system administrator or business owner, you want to know

 The health and status of your devices

Availability and Performance data on your infrastructure

Events and alerts for your infrastructure
 Utilization summaries to check if you have exceeded your usage limits
 Dashboards for making decisions related to infrastructure

In this section of the user guide, you will be able to master these everyday monitoring tasks.

Section 5.1 Infra Dashboards – Availability and performance

Compliance Matrix

This page shows a summary of compliance of your infrastructure to the availability SLA.

Here is a glossary of terms you should understand:

Sr.
Item Description More Details
No.
Shows the Service Level Objective for You can click on the “Server Availability” link to
Service Level
1 which the parameters are shown. It is find individual device / application level
Objective - SLO
device availability in this case availability details
Shows the parameter for which details
2 Type
are displayed – Availability in this case
You can click the symbol to get more details
Details Shows the objective – “Service Level about SLO as summary for your entire
3
Objective” in this case infrastructure as well as details for all
components
Shows current status of SLO objective.
Red means “Not Meeting the SLO Clicking on the dot provides the details of SLO
4 Current Status
Currently” and Green mea ns “Meeting violations
the SLO Currently”
5 History Shows history of the SLO compliance
Shows SLO Objective, 99.9% in this
6 Objective
case
Shows status of SLO compliance for
previous day. Red means “Not Met
the SLO on Previous Day” and
Green means “Me t the SLO on
Clicking on the dot provides the details of SLO
7 Previous Day Previous Day”
compliance of individual devices for the period
Pointing your computer mouse
pointer on the dot shows the SLO
Compliance value
A small arrow shows past SLO

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trends – whether SLO compliance is

improving (upward trend) or
deteriorating (down trend)
 Shows status of SLO compliance for

last week to date. Red means “Not

Met the SLO for Last Week to Date”
and Green means “Met the SLO for
Last Week to Date”
 Pointing your computer mouse Clicking on the dot provides the details of SLO
8 Week to Date
pointer on the dot shows the SLO compliance of individual devices for the period
Compliance value
 A small arrow shows the SLO trend

from past – whether SLO compliance

is improving (upward trend) or
deteriorating (down trend)
 Shows status of SLO compliance for

last month to date. Red means “Not

Met the SLO for Last Month to Date”
and Green means “Met the SLO for
Last Month to Date”
 Pointing your computer mouse Clicking on the dot provides the details of SLO
9 Month to Date
pointer on the dot shows the SLO compliance of individual devices for the period
Compliance value
 A small arrow shows the SLO trend

from past – whether SLO compliance

is improving (upward trend) or
deteriorating (down trend)
 Shows status of SLO compliance for

last quarter to date. Red means “Not

Met the SLO for Last Quarter to
Date” and Green means “Met th e
SLO for Last Quarter to Date”
 Pointing your computer mouse Clicking on the dot provides the details of SLO
10 Quarter to Date
pointer on the dot shows the SLO compliance of individual devices for the period
Compliance value
 A small arrow shows the SLO trend

from past – whether SLO compliance

is improving (upward trend) or
deteriorating (down trend)
 Shows status of SLO compliance for

last year to date. Red means “Not

Met the SLO for Last Year to Date”
and Green means “Met the SLO for
Last Year to Date”
 Pointing your computer mouse Clicking on the dot provides the details of SLO
11 Year to Date
pointer on the dot shows the SLO compliance of individual devices for the period
Compliance value
 A small arrow shows the SLO trend

from past – whether SLO compliance

is improving (upward trend) or
deteriorating (down trend)
Generates a printer friendly version of
12 Print the page, which can be used as report
or for printing
13 Export to Excel Exports the report on the page to excel
Shows the compliance matrix in report
Show Compliance
14 format, which can be printed, exported
Matrix Report
to CSV or PDF

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Section 5.2 Services

Section 5.2.1 Checking Backup / Storage (Petavault) usage

If you are a backup / storage customer, you can check your data utilization reports by going to Petavault tab and
clicking on the Utilization Report sub-tab. You should see a screen like this:

 In the upper right corner of the report tab, you will notice the contract amount. This indicates the total
amount of data you have contracted with Netmagic

 The table shows the history of your activity as a Petavault user

 Below the table is a short text summary that shows your Total Utilization and Excess Utilization

 If you want to view reports limited to a particular date, open the select report date dropdown at the bottom
and view your reports filtered by monthly usage. See screenshot below:

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You will then be able to see individual report summaries when you click the submit button:

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Note that you can also export these reports as PDF documents for reporting by clicking on the PDF Report button
wherever available.

Section 5.2.2 Checking Bandwidth usage

If you are a Bandwidth customer with physical servers hosted with Netmagic, you can check your bandwidth
consumption reports by going to the top Utilization tab and clicking on the Bandwidth Usage sub-tab.

How Bandwidth Billing works

Bandwidth billing is done by collecting input and output octet data on the switch port your device / server is connected
to. A bandwidth billing group is a virtual container that clubs multiple switch ports together. A bandwidth billing group
also has a GB / Mbps contract associated with it.

Let’s say you have four servers connected to four switch ports and you want two bills for them, one bill for two servers
and a second bill for the other two servers, we would create two bandwidth billing groups for you. The aggregate of
two switch ports would be the utilization of one billing group. If the aggregate utilization exceeds the contracted value
of the billing group, then you would be charged for excess usage.

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By default, the screen shows you your bandwidth usage over the last 24 hours.
There are more predefined reports available when you open the second dropdown. See below:

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Previous day report

Last week report

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Last month report

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Last quarter report

Last year report

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Custom Selections are also available by choosing the date range select fields.

To understand your Excess Bandwidth Billing, click on the Excess Billing sub-tab and you will see this screen:

The traffic summary table below the graph shows you your excess bandwidth billing information in a nutshell.

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Section 6 Using the Grievance Desk

If you’re not satisfied with Netmagic’s response to any of your queries / issues / interactions, you can use our
grievance desk to find quick resolution for your issues. Your issue could be related to Netmagic’s Support, Billing,
Sales, Admin or any other department.

Using this feature will cause a grievance manager to call you within 24 hours of a business day. You can share your
problem freely with this individual. He or she will thereafter make sure that your complaint is resolved within 7
business days.

Section 6.1: How do I access the grievance desk?

To access this desk, go to the summary tab and click on the raise a grievance link in the sub-tab. Make sure to read
the message addressed to you and then click on the big button in the middle of the screen to start the grievance
raising process.

You should now see this form open up:

Make sure you fill out the fields marked off as required by an asterix (*). When you come to the fourth field, the
dropdown will show you a list of complaint categories to choose from.

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If the pre-given categories do not match up with the nature of your complaint, choose the last (Others) option. The
form will now give you a blank field to specify the true nature of your complaint.

After submitting your grievance request, here’s the message you should see:

Section 7 Using the Netmagic Helpdesk

There are times when you want to troubleshoot your servers, log a service incident or view updates on your
existing trouble tickets. Logging into myNetmagic will give you access to helpdesk modules that will meet your
support requirements.

Please note that for any real time or priority issues, the most expedient method for addressing a problem and opening
a case is by calling up Netmagic Support

In this section of the user guide, you will learn how to initiate, follow-up and report on everyday trouble ticket issues.

Section 7.1: Creating a trouble Ticket

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To create a new trouble ticket,

1. Click on the Helpdesk tab. Next, click on the Create A Trouble Ticket sub-tab that open up a new form.

2. Use the summary description box to describe the problem you are facing as accurately as possible.

3. Attaching a screenshot of the error can sometimes accelerate the issue resolution process. Use the
Attach File(s) option to attach a screenshot to your trouble ticket.

4. You can also use the four types of drop-down filters (Ticket Type, Category Type, Issue Type, Issue
Subtype) to help Netmagic support quickly identify the true nature of your problem.

5. Don’t forget to click on Create Trouble Ticket button to create your trouble ticket.

Section 7.2: Checking your Trouble Ticket status

You want to know if the Netmagic team has resolved your issue; or simply view a list of current Open Tickets you
have submitted through the Trouble Ticket system. Here is what you do:

1. Click on the Helpdesk tab and by default, you will be shown a summary of your open tickets. See
screenshot:

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2. Click on the Closed Tickets tab and you will see a list of recently closed trouble tickets.

3. You can click on the Statistics tab to view a quick bar chart report on how many tickets have been logged
and their corresponding severity.

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4. If you want to check on the current state of your tickets and compare open tickets with resolved ones, click
onto the Current State tab to view a simple comparison chart.

Section 8 Checking your Bandwidth daily usage report

Netmagic offers both burstable and capped bandwidth. The excess bandwidth utilized by burstable bandwidth
customers is calculated using the 95th percentile method of billing.

With 95th percentile billing, network usage is measured and logged every 5 minutes throughout the month. At the
end of the month, the log of usage samples is sorted in descending order and the highest 5% is disregarded. The
next highest usage sample is the 95th percentile value and is the bandwidth usage for the month.

This section will explain how you can monitor your network’s bandwidth usage and generate daily, weekly, monthly
and even yearly reports for your team and stakeholders.

These reports will also help you track excess bandwidth usage so you can track down exactly when and where the
excess bandwidth consumption is happening.

To get started, click on the Utilization tab and then click to open the Bandwidth Usage panel as shown in this
screenshot:

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This screen shows you the total input and output bandwidth in your account over the last 24 hours. It also shows you
your total traffic data.

If you want to see this same graphical information in a table data format, go to the Reports tab and click on
Bandwidth Daily usage sub tab. This is what you should see:

You are then free to export this data out as a PDF.

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Viewing your excess billing

To view your excess billing, click on the Utilization tab and then click on the Excess Billing sub-tab. This is the
screen you should see:

You can filter time ranges by using the Duration dropdown or export out the report by clicking on Generate PDF.

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