Welcome to Uptime Cloud Monitor Support! (formerly CopperEgg Support)

Stay updated with announcements and get answers from the Knowledge Base. You can also submit a request or send us an email at support-uptimecm@idera.com.


Uptime Cloud Monitor Support

Mike Raab February 19, 2014 Announcements

Any interruptions in service can now be seen on the new CopperEgg service public status page.

Please visit the page, bookmark and subscribe to receive email, SMS, or RSS updates.


The status page messages are also sent to Twitter at @coppereggalerts.

Bhushan May 31 Knowledge Base







Following are the steps to setup AWS read-only access role with ARN























Following IAM permissions are to be granted to the role for read-only access









Ernest Mueller July 1, 2015 Knowledge Base

As of July 1, we have obsoleted all the old CopperEgg pricing plans in favor of a single uniform plan going forward.

Please contact customerservice@copperegg.com with specific concerns about your account.  We will post answers to common questions here for your convenience!

Top 2 FAQs

  1. Why is my bill so large this month?

    We are moving to billing reserve capacity in advance for a month, in exchange for providing it at a discounted rate. So if you are reserving capacity, the first month you move to the new plan you will see what appears to be a "double bill" - the in arrears billing from your current plan, and then the in advance reserve billing from the new plan.  Depending on your usage and how it lines up against our new pricing there may be other reasons for a bill change but the move to billing in advance for reserved capacity is likely the majority of it.

    You don't have to be billed in advance if you don't want to be - you are always free to not reserve any capacity, and pay in arrears, at the listed on demand rate. However, once you have purchased reserve capacity for a given month, that amount is not refundable.

  2. Why didn't I hear about this change before now?

    We have tried to communicate this change to all customers in advance. We sent an email about these changes on June 1, 2015 to the billing contact on each account and a wider followup email on June 24, 2015 to every admin user on each account. We do get bounces from these communications all the time; please make sure your billing email information (by your credit card information in Settings/Subscription Settings) and the emails for the users on your account are up to date so you can make sure and get these communications.  We also posted about the change on the CopperEgg blog and have posted banner system messages inside the product itself. 


  1. Receipts are sent out via email on the first of each month to the billing email address on the account. This is configured alongside your credit card information in Settings/Subscription Settings. Please keep this email address up to date, we use it as the primary channel for business correspondence.
  2. All your detailed historical billing statements are available in Settings under Billing Statements.
  3. You can see your month to date on demand charges in Settings under Subscription Settings/Current Subscription and you can see your complete usage details of each feature in Settings under Account Activity
  4. You can choose to pay with a credit card, or if you are paying over $500/mo you can arrange to prepay by contacting sales@copperegg.com.
  5. We accept all major credit cards: Visa, Mastercard, American Express, and Discover.
  6. We do not store your credit card information ourselves. We use Chargify, a PCI Level 1 compliant provider, to do our billing but they do not retain that information either; your card information is stored in a secure "vault" by Authorize.net, a PCI compliant payment gateway.

Sales Tax

  1. Texas based companies only are subject to Texas state sales tax for data processing services, which is 8.25% on 80% of your total bill (for a net rate of 6.6%).
  2. If you are TX sales tax exempt, send a PDF of your tax exemption certificate in to accounts@copperegg.com and we will exclude you from sales tax collection.

Volume Discounts

  1. Volume discounts are available to all customers, and are automatically applied to your account if your reserve charge is large enough to qualify for a specific discount tier. You can see the discount levels by clicking the "Volume Discount" link in your Subscription Settings.
  2. Discounts are reflected as a credit applied to your bill at the beginning of the next billing cycle, not on the current end of month bill. So if you reserve $1000 in usage for June and pay in advance for it, then the appropriate credit will appear on the next bill.


  1. You can reserve usage (pre-buy it a month at a time) to take advantage of lower reserve rates for monitoring. Reserve rates are 20% lower than on demand rates.
  2. You can view and change your reservation in Settings under Subscription Settings.
  3. You never have to reserve!  You can set all those to zero and just pay on demand rates for what you use.
  4. We recommend reserving as much capacity as you are confident you are going to use. If you regularly use 10 detailed server monitors and 10 probes, reserve them to save. If your usage varies, you will need to balance the potential savings against the fact that you are paying for the reserved monitors whether you use them or not. Reviewing previous months' usage can help you choose the right reserve level.
  5. Reserve charges are billed in advance at the end of the month for the next month. This means that the first month you reserve capacity, your bill will seem larger than expected because you are essentially pre-buying those hours for the month.
  6. Reserve levels can be changed at any time, it is not locked in for a longer period.
  7. If you increase your reservation during the month, you immediately get a pro-rated amount of additional hours, added to that month's bill. So if halfway through the month you add one reserved server, you would get half a month worth of reserve hours and have half of the reserve amount applied to that month's bill.
  8. Reduction in reservation only takes effect the next month (in the charges on the end of the current month). So if halfway through the month you remove one reserved server, the reserve portion of your bill for the month will be lower by one server.

Frequency and Pooling

  1. Reservation is done on a per monitor type basis, including frequency.  For example, when you reserve probes, you might reserve 3 probe stations at 15s frequency. 
  2. However, to give you additional flexibility, these reserve hours are pooled, and you can use them for other monitor frequencies of the same type proportionally based on sample rate. For example, if you reserve 3 15s probe stations, you could use that reserve capacity to run 12 60s probe stations instead (since a 60s frequency probe station samples at 1/4 the rate of a 15s frequency probe station), or any mix of probe stations and frequencies. 


  1. To reduce complexity, we are only offering one plan and all old plans and existing discounts are being deprecated in favor of a single standard plan with standard volume discounts.  However, if you are currently a prepaid customer, you may maintain your current plan until the end of your prepaid period, at which point you will move onto the new plan.  In the future, however, prepayment will not lock in a given plan.
  2. Old free plans (Cloud Performance Monitor, for example) are also being removed (converted to paid plans) at this time.


  1. Standard servers gather CPU, memory, health, etc. metrics for each server the CopperEgg collector is deployed on. 
  2. Detailed servers gather per-core and per-NIC information as well as process lists from the monitored servers.
  3. Both types gather metrics at a 15s frequency.


  1. Probes are charged for based on the number of stations that are executing the probe and by the frequency of the checks. 
  2. Published prices are for one probe station at a 1 minute frequency. Pricing is proportional to frequency (e.g. a 5 minute probe station costs 1/5 what a 60 second probe does).
  3. We currently require a minimum of 3 probe stations per probe to avoid false alerts. The Internet is a dodgy place and a single probe request from one network location can fail for many reasons. Remember a probe isn't just checking to see if your service is up, it is checking the entire network path from the probe location to your server.

Custom Metrics

  1. Custom metrics are charged for based on the total number of metrics you are gathering and by the frequency of the custom metric. For example, if you define a custom metric group with 10 metrics and a frequency of 1 minute, and then collect that metric group from 5 different servers (creating 5 custom metric objects), you have 50 metrics of 1 minute frequency. 
  2. Published prices are for one metric at a 1 minute frequency. Pricing is proportional to frequency (e.g. a 5 minute custom metric costs 1/5 what a 60 second custom metric does).

Web Apps

  1. Web apps (RUM) are charged by the page view. When you reserve a RUM app it includes 100,000 page views.If you have one Web app that serves out 1M page views, you can just reserve 10 RUM apps to get that total of 1M views; you are free to use those views across however many actual apps you desire.
  2. On demand use is billed in increments (chunks) of 10,000 page views at the slightly higher on demand rate.


  1. Monitoring of AWS resources is charged per the AWS monitored entity - one EC2 instance, one EBS volume, one RDS instance, et cetera. 
  2. You can control and exclude which entities are being monitored from your AWS account in the AWS tab under Accounts; edit the account to set fine grained monitoring by service type and region. 
  3. We gather this information via the CloudWatch API on your behalf. Remember that Amazon has a small incremental charge for CloudWatch API access and that they have a default per-account limit on CloudWatch requests you may need to have raised.


  1. You can cancel your account any time, there are no long term contracts. At the time of cancellation, you will be responsible for any current charges and any open balance. Just contact customerservice@copperegg.com to cancel.
  2. After you cancel, your account and all its data will be deleted.  Use our API to extract any data you want to keep before cancelling.

Ernest Mueller December 12, 2014 Knowledge Base

CopperEgg Billing Details for AWS Monitoring

Quick Overview

CopperEgg allows customers to monitor their AWS Account. As part of this monitoring, each user can add one or more AWS Accounts on the AWS tab under Accounts. Each separate account then appears on the left hand menu.

How We Bill For AWS Resources

After a user has added an AWS account to be monitored, by default we will start monitoring all resources under that AWS Account that we support - currently DynamoDB Tables, EC2 Instances, EBS Volumes, ElastiCache Clusters, and RDS Instances. Each individual resource is billed at $1/month (prorated by the hour). So if you run 2 EC2 instances, 1 RDS instance, and 4 EBS volumes for the entire month, that is $7 in monitoring charges.  We don't bill when an AWS resource is down, so this is very scale up/scale down friendly - if you are autoscaling from 1 to 10 EC2 instances over the course of the month, you're basically being charged $0.001388/instance-hour only for the time those instances are running. Essentially we are just utility billing on top of whatever AWS resources you are using.

How To Exclude AWS Resources From Monitoring

A user can select only a subset of all the objects in the AWS Account to be monitored from the UI. Only those subsets will then subsequently be monitored and billed. To select which resources are monitored, you can edit a given AWS account and a chooser appears that lets you include or exclude resources based on region, type, and name.  For example:


If you do not want any AWS assets monitored for a given account at all, then do not enter (or delete if you have already) your account  information under Accounts in the AWS tab.

What If I Install A Collector?

You can monitor an EC2 instance purely using AWS Cloud Monitoring if you want, and we'll pull in the Cloudwatch metrics and keep them for the long term. If you want higher resolution and deeper monitoring, just install the CopperEgg Collector on the instance and it will become a Standard or Pro server as you designate - we will automatically stop polling CloudWatch for that instance and will not bill you the $1/resource for that instance, instead you will pay your usual Standard or Pro server price. We will keep monitoring that systems' EBSes unless you turn that off, however.

Just for your convenience, we still show the CopperEgg-monitored servers in that AWS account alongside the AWS-monitored ones - you can tell the difference because they have the health metrics and other additional information on their dashboard widget:

How Do I See What My Bill Will Be?

Your month-to-date AWS usage isn't available yet under Settings/Account Activity, that's a change we plan to make in the future.  For now, if you go into your AWS account dashboards and see how many monitored objects there are in each one (Object Count), you can get an idea (of course, that is a snapshot in time, which may change based on how much you are scaling). But if you are monitoring 38 objects, then in the steady state you would expect a $38 AWS monitoring portion of your CopperEgg bill - minus any instances you are monitoring with CopperEgg.  The last two widgets on your AWS dashboard should give you this information:


In this case, you would be running 57 objects, of which 5 are CE-monitored instances, for an expected number of 52 resources = $52 in AWS billing.

David Perdue July 27, 2012 Knowledge Base

Last Updated: June 1, 2015

Is it time to install the CopperEgg collector (what we call our monitoring agent) on one of your servers? Here's how.

Basic Installation

The CopperEgg collector is designed so that you can install it very quickly and easily. In most cases, paste the command and you're seeing data from your servers in CopperEgg inside a minute.

Linux/MacOSX/FreeBSD Basic Installation

  1. Click the "Servers" tab at the top of the page.
  2. Click the "Add a Server" button on the left-hand navigation panel.
  3. Click on the OS Image of the operating system type upon which you wish to install.
    Note that "Linux" includes RedHat, CentOS, Amazon, SuSE, Ubuntu, Debian, and many other distributions.
  4. Click the clipboard icon to copy the install command to your clipboard (or highlight the text, right-click, and select "copy"). This is a custom install URL that has your site's API key embedded in it (do not post it publicly).
  5. Log in (ie. via ssh) to the server where you will be installing the collector
  6. Paste the command into the terminal. Note that if you are not running as root, you may need to replace "| sh" to "| sudo sh"

    If curl is not installed on your Linux system, you may need to install it with your distribution's package manager, such as:
    • "sudo apt-get install curl" (Ubuntu/Debian)
    • "sudo yum install curl" (RedHat/CentOS)
    • "sudo emerge curl" (Gentoo)
    • "sudo /sbin/yast -i curl" or "sudo zypper in curl" (SuSE)
    • or manually download it from the libcurl webpage

Windows Basic Installation

  1. Click the Servers tab.
  2. Click the "Add a Server" button on the left-hand navigation panel.
  3. Click the "Windows" button, and follow the instructions given. You will simply download and run a .msi and give it your API key when it installs.

Other Operating Systems

Currently, the CopperEgg collector supports Windows 2003+, Linux 2.6+, MacOSX 10.6+ and FreeBSD 7+. If you would like support for a different operating system, or other variants of the above, let us know! Either use the feedback feature on the "Other OS" install page, or the "Give Us Feedback" button to the left of every page, or email feedback@copperegg.com. If there is enough interest, we will add support for your favorite OS.

Advanced Installation Options

The default installation is fine for some users, but if you have a lot of automation around your servers, or have an existing configuration management system that you want to use instead of piping curl to bash, then we have some options for you to consider.

Linux/MacOSX/FreeBSD Advanced Installation

You can and probably should use HTTPS if installing via curl. This may become the default option in the future. If you have trouble with this you'll need to read the curl documentation to figure out how to specify a valid CA certificate bundle.

curl -s https://<apikey>@api.copperegg.com/rc.sh | sh

See this KB article if you need to install via a proxy.

You can control various behavior of the collector at installation by using environment variables.  If using curl | bash you would insert them between the pipe (or the sudo) and the sh, like:

curl -s https://<apikey>@api.copperegg.com/rc.sh | RC_LIMITED_ACCESS=y sh
curl -s https://<apikey>@api.copperegg.com/rc.sh | sudo RC_LIMITED_ACCESS=y sh

Available environment variables (examine rc.sh to see how exactly they are used):

  • RC_INSTALL_ROOT=/path/ - defaults to /usr/local/revealcloud; this is where it will install the collector binaries.
  • RC_USER=username - allows you to install the collector to run as a different username. See also this KB article.
  • RC_UID=1025 - allows you to specify the user ID the RC_USER will be installed as
  • RC_GROUP=groupname - allows you to install the collector to run under a different group
  • RC_GID=1025- allows you to specify the group ID the RC_GROUP will be installed as
  • RC_LIMITED_ACCESS=y - do not allow the binary to be installed as setuid. You won't be able to see process connections. See also this KB article.
  • RC_UUID=string - allows you to set the actual collector UUID instead of using the automatically generated SID. This is mainly useful if you are having trouble with the automatically generated UUID or if you are doing something really clever with a scaling group ("I know this is a new server but I want it to start reporting data like it was that previously active server.")
  • RC_PROXY=host:port - set the revealcloud collector to send its data through a proxy server instead of direct to CopperEgg. See also this KB article.
  • RC_LABEL=string - set the label (name in the Server dashboard) of the server.  Should default to the hostname. See also this KB article.
  • RC_TAG=string[.string,string...] - add tags automatically at install time. See also this KB article.
  • RC_DEBUG=y - turn on debug logging
  • RC_LOGFILE=/path/file - enable debug logging to specific filename
  • RC_COMPRESS=y - enable compression (experimental, don't use this unless Support tells you to)
  • RC_OOM_PROTECT=y - defaults to no, turns on out of memory protection (experimental, don't use this unless Support tells you to)

If you want to install via config management, no problem.

Windows Advanced Installation

Most Windows options are controlled via the revealWindows.exe.config config file found in the CopperEgg install directory.

Installation Troubleshooting

Related Topics