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FAQ

Billing & VAT

How does the temporary change in VAT affect subscription contracts?

For VAT purposes, software subscriptions are "other services", which are only considered to be executed upon completion. For time-limited continuous services, licenses and our promised call-up periods, the service is deemed to have been performed upon completion, i.e. on the last day of the call-up or subscription period (Section 13.1. Paragraph 3 UStAE).

The end of the contract thus determines the applicable VAT rate.

For new one-year and multi-year contracts of our software subscriptions (including Virt1 Appliance) that are concluded between 01.07.2020 and 31.12.2020, a VAT rate of 19% is therefore still to be applied, as the end date of these contracts is after the period of temporary VAT reduction. The law does not provide for a pro rata temporis creation of different VAT rates.

How does the temporary change in VAT affect support contracts and credits?

For VAT purposes, these are "other services", which are only considered to have been performed upon completion. In the case of temporary continuous services and our promised call-up periods, the service shall be deemed to have been performed upon completion, i.e. on the last day of the call-up period (Section 13.1. para. 3 UStAE).

The end of the contract thus determines the applicable VAT rate!

For new one-year and multi-year support contracts (including support for the Checkmk Hardware Appliance), which are concluded between 01.07.2020 and 31.12.2020, a VAT rate of 19% is therefore still to be applied, as the end date of these contracts is after the period of the temporary VAT reduction. The law does not provide for a pro rata temporis creation of different VAT rates.

Our "Support Credits" also fall into this category, as they can be used for a period of one year after purchase and the service is deemed to have been performed on the last day of the contract period.

How does the temporary change in VAT affect the purchase of appliances?

Pure deliveries of goods shall be deemed to have been carried out on the day of handover "with procurement of the power of disposal" to our customers or on the day of the start of transport or dispatch if a logistics service provider is engaged (Section 13.1. para. 2 UStAE).

All tribe29 hardware deliveries to our customers after 30.6.2020 and before 1.1.2021 receive the reduced standard tax rate of 16%.

How does the temporary change in VAT affect the booking of training courses?

For VAT purposes, training courses are "other services" which are deemed to have been performed on the last day of performance (when the service is completed) (Section 13.1. Paragraph 3 UStAE). If this day of completion is after 30.6.2020 and before 1.1.2021, the reduced tax rate of 16% applies to these services.

How does the temporary change in VAT affect consulting services?

For VAT purposes, consulting services are "other services" which are deemed to have been performed on the last day of performance (when the service is completed) (Section 13.1. para. 3 UStAE). If this date of completion is after 30.6.2020 and before 1.1.2021, the reduced tax rate of 16% applies to these services.

Support

How can I send a SNMP walk or agent output?

In order to reproduce an issue or the appearance of your host in the monitoring in general, we will sometimes ask you to provide a SNMP walk or agent output of your device.

SNMP walk: In order to be able to use it, the SNMP walk must be formatted in a specific way. After integrating your host in Checkmk, you can get a compatible SNMP walk in one of the following two ways: You can either go to the command line, and as the site user execute OMD[MYSITE]:~$ cmk --snmpwalk MYHOST The required file will be created as '/omd/sites/MySITE/var/check_mk/snmpwalks/MYHOST' Alternatively you may navigate to your host in the Web UI of Checkmk, open the hosts action menu, and click on "Download SNMP walk". Once the walk is created, you can download it by clicking the download button in the "Result" row. There is also a extended documentation in our official manual in the chapter SNMP.

Agent output: You mainly have the same two options as for the SNMP walk. Using the command line, you will find the most recent cached output in '/omd/sites/MYSITE/tmp/check_mk/cache/MYHOST' To download the file in the Web UI, open the hosts action menu, and click on "Download agent output". Once the output has been created, you can download it by clicking the download button in the "Result" row.

Please send us this file as an attachment, as sending it inline may corrupt the formatting.

Checkmk

How can I receive absolute instead of relative time data?

Checkmk's status displays show all time data less than 24 hours old as relative values - eg. "16 hrs". You can change these to absolute time data by using the display options opened with the button at the top left of every window.

How can I query a dashboard without taking the intermediate step via the login page?

Dashboards cannot be queried with the Automation-User. It is however possible for a regular user by using a specially-constructed URL.

You basically open the login page with valid access data, and following the login, allow yourself to be redirected to the dashboard.

If the dashboard's URL is as follows: dashboard.py?name=my_custom_dashboard, you must first encode this URL. This can be performed with a number of online converters, for example, or on the command line with:

python -c 'import urllib ; print(urllib.quote("dashboard.py?name=my_custom_dashboard"))'

Then substitute your environment's appropriate values in place of the CAPITALISED placeholders in the following URL:

http://SERVER/SITE/check_mk/login.py?_username=USERNAME&_password=PASSWORD&_login=1&_origtarget=URL

An example of a URL could look like this:

http://monitoring/testsite/check_mk/login.py?_username=omdadmin&_password=omd&_login=1&_origtarget=dashboard.py%3Fname%3Dmy_custom_dashboard

This by the way also functions for other URLs, for example, NagVis-Maps. Instead of the dashboard-URL simply use the NagVis-Map's URL.

Can clients (i.e. Windows PCs) be monitored with Checkmk?

Yes, you can add clients to the monitoring. However, the question arises whether this is necessarily useful. Clients are sometimes there and then again not (people turn their PC on and off, it goes automatically into standby etc.). So monitoring users / admins will get a bunch of meaningless alarms, just because somebody went for lunch etc. So we wouldn't do it. But if a customer has a good reason for it, it would work without any problems.

Checkmk Appliance

How can I clear the mail queue?

It might happen that there are several mails in the local queue on the appliance - mails which have been created due to a misconfiguration. In this case it might be useful to be able to clear the queue.

The mail queue can be deleted via the page _Manage email_ in the Web Configuration. On this page you can delete the emails one by one if you like.

Additionally, you can delete the emails using SSH. You need to enable root access via SSH and to connect to the device as root user. After login you can execute the _mailq_ command to take a look at the mail queue, and _rm /var/spool/nullmailer/queue/*_ to delete all mails from the queue.

Can the checkmk virt1 be used with Citrix Xen?

Yes. You can directly import the OVA file we provide into your Citrix Xen Host.

Can the checkmk virt1 be used with Microsoft Hyper-V?

It is possible, but not officially supported. However, it is possible to convert the OVA file we provide to a format which can be imported to your Hyper-V server.

Is it possible to access the appliance via SSH?

Yes, you can enable access of different users via SSH. You can find more details in the chapter Remote access via SSH.

Is a dedicated subscription needed for each device?

Not generally. For the subscription level the number of monitored services is relevant.

Where can I find the documentation for the appliance?

When you buy a device you will receive a printed manual with your device. The up-to-date documentation can also be found on our website in the User Manual, or can be downloaded as a PDF from the Appliance Downloads page.

Is the cluster active/passive or is it active/active?

A cluster of two devices is always an active/passive cluster. The active device is holding all of the resources, and the passive device is ready to take over the resources, if the active device fails.

Is it possible to create clusters of more than two devices?

No, the appliance cluster can only have two devices.

Is it possible to extend the RAM of the checkmk rack1?

The checkmk rack1 Mark IV and checkmk rack1 Mark V have 4 DIMM sockets for DDR3 RAM. Both can handle up to 32GB ECC unbuffered DDR3-1600MHz RAM.

The checkmk rack4 Mark II and rack4 Mark III have 16 DIMM sockets for DDR4 modules. The device can work with up to 1TB DDR4-2400 ECC RAM.

So technically it is possible to extend the RAM. You are allowed to exchange the built-in memory modules to extend the memory of the devices on your own.

Please ensure that you know what you are doing. We are not responsible for any damage done to the hardware. Please also note that using memory that is not authorized by the vendor may forfeit your warranty.

Is it possible to configure the IP address via DHCP?

No, this is currently not possible.

Can the appliance support VLANs (IEEE 802.1q)?

As of firmware version 1.3.5 is is possible to configure VLANs using the advanced network configuration.

Is it possible to extend the HDDs of the checkmk rack?

The checkmk rack1 Mark I has two 2.5" front mount slots.

The checkmk rack1 Mark II has 4x 3.5" front mount slots. With the current firmware you can use the first two mount slots.

The checkmk rack4 Mark I has 4x 3.5" front mount slots. With the current firmware you can use the first two mount slots.

You can use custom HDDs/SSDs instead of the delivered ones. The drives are always configured as RAID-1.

Can the checkmk virt1 be used with KVM?

Yes. You basically need to download the OVA file we provide, unpack it and convert the shipped virtual HDDs from the VMDK format to, e.g., the QCOW2 format. You can then copy these virtual hard disk files to the paths where your VM images are stored. Finally, create a VM with the parameters of your choice and use the just converted QCOW2 disk images as harddisks.

You may want to take a look at the "virt1.ovf" file to see which parameters to use for the VM you create in the next steps. Some things are mandatory:

  • You need to give the VM at least 2 GB of memory.
  • You need to use the BOTH of the hard disks you just converted.
  • Use virtio for the disks for best performance.
Subscription

How precisely are the subscription's services counted?

The number of productive monitored services is relevant for the necessary subscription level. This number can be found at top left in the Checkmk interface's Tactical Overview. If it is the case that you operate Checkmk redundantly in an HA-cluster, the services will not be doubly counted. Pure test systems for trialling Checkmk versions, etc., are also not counted. If multiple Checkmk instances are in use, then the sum of the services over all of the instances in your business is the relevant number. Standalone or single HA-Cluster: In your monitoring site, under the host on which your site is running, you can find a service 'OMD MYSITE performance', which has a graph tracking the number of monitored hosts and services. Alternatively, you can search for 'OMD' in the quicksearch to find this service. If the agent on the Checkmk server is older than version 1.2.8. the history of the number of services has to be assumed from the "Check Performance" graph. Distributed Monitoring: The graph already mentioned is available for each site. You can add these graphs to a shared, custom graph to get the total number of services over all sites, and then summarize these. Here is an explanation how summarizing works: Calculating with formulae on custom graphs

Am I permitted to operate the Checkmk Enterprise Edition on multiple servers?

Yes. You are completely free as to the number of Checkmk instances used for configuring your monitoring. Only the total number of monitored services determines the subscription size.

Does the number of monitored hosts affect the subscription price?

No. The price is determined solely by the total number of monitored services.

How many services must I take into account if I have X hosts to monitor?

For a typical data center you can expect to have around 30-70 services per host. But naturally it makes a difference if you, eg. monitor a switch only with PING, or a data base server with 50 Oracle instances.

What limitations does the demo version of Checkmk have?

Starting with version 1.6.0 there is no longer an unlimited demo installation of Checkmk. You can use the Checkmk Enterprise Free Edition for demo purposes. It allows monitoring for up to ten hosts on a maximum of two sites.

In older Checkmk versions (1.5.0 and lower) there are still independent demo versions of the Checkmk Enterprise Edition / Managed Services Edition. These versions are completely identical to the complete Checkmk Enterprise Edition / Managed Services Edition - except for the fact that about 5% of the check results randomly assume the state "WARN".

So you can try out all features of Checkmk - even in distributed monitoring. Only a productive use is not possible. You can easily update the demo version to the full version later without losing your configuration and data. Important: The demo versions and the Checkmk Raw Edition are different products.

Please read more in our description of the editions or contact us.

Which services count towards the subscription price if I run a combination of CEE and CRE?

The combined display of monitored services in one view or the joint configuration of the monitoring (“Integrated Monitoring”) requires the purchase of one single subscription that covers the entire Integrated Monitoring.

If the Checkmk Raw Edition is included in an Integrated Monitoring, services monitored from such instances shall be counted towards the number of services monitored by the Customer for the purpose of sizing of the Checkmk Enterprise Subscription;

Example 1:

- Site1 CEE 2000 services

- Site 2 CRE 1500 services

- Independent sites that do not communicate with each other.

=> The subscription will be calculated based on the 2000 services on site1.

Example 2:

The same sites as in example 1, but additionally the services on Site2 are via Multisite visible on Site1

=> The subscription will be calculated based on the 2000 services on site1, plus the 1500 services on Site2 – making a total 3500 services.

When do I need a subscription with the 'Managed Services' option?

When do I need the license option 'Managed Services Use'?

You need the license option "Managed Services Use" whenever you monitor IT infrastructure that you operate for or provide to a "third party".

A "third party" is a company that is not legally part of your company, i.e. this third party is not an affiliated company, your company does not hold a majority share or other similar interests in this third party. The third party is simply 'a customer'.

It is irrelevant whether the third party itself uses the software or whether you use it only internally, for example, to ensure your own service level agreements towards this customer.

It is also irrelevant who owns the infrastructure and whether this infrastructure is located in your data center or in that of your customer.

Typical examples:

- You use Checkmk to monitor physical or virtual infrastructure that you make available to a Managed Services customer for exclusive use (e.g. provision of virtual machines or hosting physical servers)

- You use Checkmk to monitor physical or virtual infrastructure that you operate for a specific Managed Services customer of yours (e.g. as part of a broader Managed Services agreement).

The license option 'Managed Services Use’ is not required if you only provide your customers with services (e.g. SaaS, email, databases or online shops), but no infrastructure for them to use exclusively.

A special feature of the Managed Services license is the purely passive right of use for the Managed Services customer. This means that your Managed Services customer may only have read access to the web interface to retrieve information and/or reports and set maintenance periods. Your Managed Services customer is not entitled to active use, especially in the form of own configuration changes. If this is intended, this customer would require their own separate Checkmk subscription.

The Managed Services Usage license option always includes the possibility of using the software as a group. This is already included for customers with the subscription 'Checkmk Enterprise Managed Services Edition'  Checkmk Enterprise Managed Services Edition and must only be purchased separately for the Checkmk Enterprise Standard Edition. Conversely, the Group Use license option always includes the possibility of using the software as a managed service provider.

When will my managed services customer need their own Checkmk-Subscription?

Managed Services customers are only entitled to passive use of Checkmk. This means they may have read access to the web interface to retrieve information and/or reports and set maintenance periods.

Managed Services customers are not entitled to active use, especially in the form of their own configuration changes. So, if a customer actively uses the Checkmk system himself, he needs his own Checkmk subscription.

In general, every interaction with Checkmk, both directly and via interfaces, represents active use. This includes, for example, logging on to the Web interface, administering the program, creating and deleting hosts, or reading data using another application.

When do I need the "Group Use" license option?

In summary: You need a license for group use under two conditions:

a) You want to set up instances outside the legal entity that is a customer of tribe29 (e.g. in another country) and these instances monitor more than 10% of the services for which you have purchased a subscription.

b) If employees of other affiliated companies use Checkmk (that is, log on to the Web interface, configure Checkmk, or request data via API)

What does that mean exactly:

A company typically consists of several legal entities. Example: Alpha Inc. has two subsidiaries, Alpha North Corp. and Alpha South Corp. Alpha South Corp. itself has two subsidiaries, Alpha Spain Ltd. and Alpha Italy Ltd.

The customer is always only the entity that takes out a subscription with tribe29, e.g. Alpha South Corp.

Of course, with the basic license of Checkmk Enterprise Standard Edition you can monitor all these group companies, legally called "affiliated companies". I.e. Alpha South Corp. can be the customer of tribe29, but also monitor IT in the parent company (Alpha Inc.), its sister company (Alpha North Corp.) and the subsidiaries (Alpha Spain Ltd. and Alpha Italy Ltd.). You can also create as many instances as you like as part of the basic license. However, there are two restrictions:

1. Where do the instances reside: With the 'normal' license, the instances of Checkmk must basically run in the legal entity that is the customer. In our example, this means that Checkmk instances - no matter how many - may only run in the data centers of Alpha South. Checkmk instances in other legal entities, e.g. an instance in Alpha Italy Ltd., are only permitted within the framework of a 'fair use policy'.

Monitoring of cloud services used by Alpha North Corp., such as AWS, Microsoft Azure or local hosters, is also permitted under the basic license. These are treated as services of the actual customer, in this case Alpha Nord GmbH.

2. Who uses Checkmk: With the 'normal' license Checkmk may only be used by employees or service providers of the legal entity that is a customer of tribe29. That means in our example only employees of Alpha South Corp. may use Checkmk. "Use" is defined as e.g. logging into the web interface, configuring Checkmk, or retrieving data - no matter if manually or via an API, e.g. by Grafana.

Even if instances in other legal entities may be set up within the framework of the 'Fair Use Policy', the software may nevertheless only be used by the customer of tribe29, in the above example Alpha South Corp. If employees or service providers of other affiliated companies want to use Checkmk, they need the Group Use license option.

For details, please refer to our EULA, which can be retrieved from https://checkmk.com/legal.html.

What does the "fair use policy" entail?

The fair use policy allows instances to be set up in other affiliated companies as long as these together account for less than 10% of the licensed services.

As an example: Alpha South Corp. has purchased a subscription for 100,000 services and would like to set up an instance in Alpha Italy Ltd. and an instance in Alpha Spain Ltd. in addition to its own instances. This is permitted under the basic license if the instances in Alpha Spain Ltd. and Alpha Italy Ltd. together make up less than 10,000 services (10% of the licensed service number). If they amount to more than 10%, you need a group license.

Credits

Can I receive professional support for the Checkmk Raw Edition?

No. If you desire professional support for Checkmk, then you will need to take out a subscription for the Checkmk Enterprise Edition. Within the support framework, we will of course also be happy to assist you with a migration from the Raw Edition or from another monitoring solution to the Enterprise Edition. You can also get help from other Checkmk users in the the community forum.

For how long are credits valid?

Credits are valid for 12 months from the purchase date, after which time they expire. However, before the expiry date, you can submit requests for tasks to us to the value of your remaining credits. In such a case the credits will not expire, even if the actual execution of the tasks will take longer.

Trainings

At what times do the training courses start and finish?

All courses start at 10:00 a.m. on the the first day, and at 9:00 a.m. on subsequent days. Course days end at 5:00 p.m, except for the final day which ends at 4:00 p.m.

Do you provide meals during the trainings?

Yes, we provide a small breakfast for all trainings conducted in our Munich office. The group goes together for lunch in one of the surrounding restaurants (paid by tribe29)

Online trainings come without meals, of course.

How do online trainings work?

Our online trainings are made available via the BigBlueButton self-hosted solution on training.checkmk.com. The instructor sends this link to the training room, where a Linux and Windows server will be provided for each participant.

Community

Join the community forum to get help and stay up-to-date

Contact

Missing your question? Feel free to contact us directly.

Contact us