Remote Monitoring & Management Help

Services Management

Once added, those Clients whose backbone service is under management appear in the Services tab of the Dashboard.


With the north pane displaying the following overview information for each Client based on the Last Updated date:




Name of the Client the cloud service is enabled for


Total number of unique users across all services


Number of Office 365 users


Number of Google Apps users


Number of service Critical notifications*


Number of service Warning notifications*


Number of service Information notifications*

Last Updated

Date of last overview synchronization**

Active Directory Sync

Status of Active Directory Sync

Last Sync

Date and time of last successful Active Directory Sync

The returned results can be filtered via the drop-down to include those Clients and Services that meet the selected criteria:



All Services

Show all Clients where a service is enabled

Office 365

Only show Clients where Office 365 is configured

Google Apps

Only show Clients where Google Apps is configured

Active Directory Sync

Only show Clients where Active Directory Sync is configured

All Problems

Show all Clients where a service problem is reported

Office 365

Only show Clients with Office 365 problems

Google Apps

Only show Clients with Google Apps problems

Active Directory Sync

Only show Clients with Active Directory Sync problems

To manage and monitor the selected cloud service the following tabs are used, by default the Organization subtab is automatically selected when opening the Services tab.

The following legend throughout the Help system to indicate the various services:




Google Apps


Microsoft Office 365

* Detailed notification information is available under the Notifications tab.

** When opening each subtab of the Services section the current information is retrieved from the cloud service. However, the north pane license details are only updated when a substantive action is applied in the widget or service itself (for example a user is added or removed). Notifications are updated where there is a change to their status. If no changes are detected to users or notifications then the overview information is updated in line with the default schedule: overnight, once per day.

Please wait while we synchronize your service data

App Control customer data is retrieved directly from the selected backbone service and temporarily cached in memory whilst the application is in use. This function utilizes background processes to not only retain the data in memory but also provide a responsive application experience.

As the service information is retrieved directly from the provider, instances may occasionally occur where the background processes have not yet loaded the customer data for the selected section or where a stale cache state is detected. In these circumstances a synchronization takes place to renew the server side cache and during this interaction the south pane of the Dashboard displays the message: Please wait while we synchronize your service data

Once this synchronization has completed the south pane will return the requested service data for that section.

Operation Queuing
App Control uses queuing in order to keep the application responsive when running long duration operations and depending on the required processing time of an operation there may be a delay in applying the requested changes. For queued operations performed within App Control it typically takes around five minutes for the data to update in the connected service, whereas changes actioned from within the backbone service itself can take up to thirty minutes to appear in App Control.

System Errors
Returned System errors appear in the central information bar.

Timeout Handling
The retrieval of data directly from the backbone service provider creates a dependency whereby any timeouts or underlying connection failures experienced by the provider can appear to affect the App Control feature. To account for these situation App Control will automatically detect the issue type and present the Dashboard user with information on the encountered problem.

Expand Subtab
Each subtab under Services may be expanded to fit the north pane via the maximize button clip0480 and to return to its previous size once maximized click clip0481 to restore

As a large number of entries may be returned where sections use tables - for example Users, Email Addresses, Notifications, Activity - we have included the option to set the number of records per page 10, 25. 50 or 100. With navigation between pages achieved by clicking on the required page number or by using the next > or previous buttons < To sort the information contained in the table columns simply click on the relevant column header.