FAQ

Mackerel's and mackerel-agent's specs

What environments are supported by Mackerel?

For information about supported environments please refer to the “Supported Environments” section of the Mackerel Overview.

How do I have a re-created instance be recognized as the same host as before?

When you want to recreate an instance and have it still be recognized as the same host as before, by first backing up the file containing the host ID (saved by default in /var/lib/mackerel-agent/id; for more info check the Glossary) and inserting that file in the new instance, it will now be recognized as the same host by Mackerel.

However, please be aware that if the agent were to be running on multiple hosts with the same host ID file, those hosts would be recognized as the same host and monitoring and metrics posting would not be able to function properly.

What kind of configuration is Mackerel's connectivity monitoring working with?

  • When data from a mackerel-agent running on a host that has been registered to the Mackerel server is not being received for a period of time, it will be judged as NG.

How many times will notifications be sent until an alert is resolved?

  • Notifications will be sent only once each time an alert's status changes.
  • For example in a case where an alert's status reflects OK→Warning→Critical→OK, a total of 3 notifications will be sent, once each time the status changes.

What is the time interval between alert checks?

  • When the Mackerel management server is not receiving transmissions from the agent for a 10 minute period of time, it will be judged as NG.
  • Host metric monitors, and check monitors will be judged as OK/NG when data is sent to the Mackerel server.
  • Service metric monitors will be judged as OK/NG when metrics are sent to the Mackerel server.
  • External monitors will be checked and judged as OK/NG every minute.
  • There is a possibility that in the future the aforementioned check intervals will be revised.

How do the Mackerel server and the mackerel-agent communicate?

  • mackerel -agent communicates with the Mackerel server via its HTTP REST API.
    • No direct communication is done from the Mackerel server side to the host that contains mackerel-agent.
  • Encrypted with SSL/TLS correspondence.

Is it possible to control which port the mackerel-agent uses?

  • While it's not possible to control the port, we do support connection via proxy. For more information please refer to the section "I want to connect via HTTP Proxy." in the agent specs.

What IP address and port number is Mackerel hosted at?

  • Both mackerel.io and kcps-mackerel.io are hosted with the range below. In the event of a change, an announcement will be made in advance.
    • 13.113.31.156/32
    • 54.92.89.142/32
    • 52.196.35.56/32
    • 52.69.239.167/32
    • 52.198.226.45/32
    • 52.198.218.152/32
    • 13.113.245.173/32
    • 52.199.207.168/32
    • 52.193.231.228/32
  • The port number is 433.
  • mackerel-agent also makes requests with the above-mentioned IP address and port number.

What is the origin IP address of Webhook’s and other services’ alert notifications from Mackerel?

Below is origin IP address range of notification requests from Mackerel. In the event of a change, an announcement will be made in advance.

  • 52.193.111.118/32
  • 52.196.125.133/32
  • 13.113.213.40/32
  • 52.197.186.229/32
  • 52.198.79.40/32
  • 13.114.12.29/32
  • 13.113.240.89/32
  • 52.68.245.9/32
  • 13.112.142.176/32

About Organizations

About managerial authority in organizations…

  • The user who created the organization is its owner. After logging in as the owner, you can transfer ownership of the organization in the members list.
  • For the most part, the only functions that are owner-only access restricted are those involved with payments and billing.
  • For details regarding user permissions in Mackerel, refer to the User permissions Mackerel help page.

I want to change my organization’s name / I want to delete my organization.

  • If you would like to change an organization’s name or to withdraw from an organization, please log in to Mackerel and contact support by clicking on Feedback. https://mackerel.io/my?tab=setting
  • Your organization can't be deleted if you are either not the owner of the organization, or if there are other members in your organization. To delete your organization you must log in as the owner and delete all other members first.
  • Please keep in mind that it may not be possible to change your organization's name if that name is already being used.

I want to make a new organization.

  • To create a new organization, click the “Create” button in the “Change Organization” drop down menu in the top left-hand corner of the screen.

Troubleshooting

The agent won’t startup.

  • It's a good idea to first check and see if the package has been properly installed or not.
  • If you have included /var/lib/mackerel-agent/id into an OS image such as Docker Image or AMI, it will be necessary to delete this file.
    • When the mackerel-agent starts up for the first time, the ID issued by the server will be saved to /var/lib/mackerel-agent/id. The host will be identified by this ID from then on. For that reason, if /var/lib/mackerel-agent/id is copied, multiple hosts will be recognized by Mackerel as the same host, resulting in metric posting and monitoring not functioning properly.

Graphs aren't being displayed in Mackerel and it seems like data isn't being posted.

  • First check and see if the mackerel-agent is running or not.
  • If the agent is running, check to see if the server's time is configured correctly.
    • If there is a discrepancy between the configured time and the actual current time, there is possibility that data will not be posted correctly.
  • There is a short time lag between registering a new host and the first metrics post from that host.

I set up monitoring rules but I’m still not getting alert notifications.

  • In order to receive alert notifications, hosts must be set to the “Working” status.
  • The default status for newly registered hosts can be changed in the Settings tab of your organization’s details page. https://mackerel.io/my?tab=setting
    • By setting the default status to “Working”, you can receive alert notifications immediately after registering a new host.
  • For more information regarding the relationship between hosts’ statuses and notifications, please refer to [Setting up monitoring and alerts]https://mackerel.io/docs/entry/howto/alerts).

I’m not receiving any emails.

Account confirmation, alert notification, and other various emails are sent from Mackerel. If for some reason emails from Mackerel are not appearing, please refer to the following list of possible causes.

  • emails from noreply@mackerel.io can not be received
    • If you are using email filtering, please make sure that your filter settings are configured so that mackerel.io emails can be received.
  • Mail from mackerel.io gets recognized as spam.
    • If emails from Mackerel are being filtered as spam or junk mail, please check your spam filter settings. If you are using gmail, please refer to the gmail support page. (https://support.google.com/mail/answer/9008 )
    • mackerel.io is an SPF-verified domain. In your spam filter settings, there should be an option to allow mail from SPF-verified domains.
  • No alert notification emails.
    • Alert notification emails will not be sent if you have not completed registration. To begin receiving alert notification email, please complete registration by verifying your account via the account verification email that was sent.

About plans and contracts

FAQs about paid plans

Is tax included in the 1,800 JPY price?

Yes, as cited from our Pricing page, the price of 1,800 JPY includes tax.

What happens to the usage fee if the moving average of the number of hosts is a decimal?

If the calculation of the moving average of hosts results in a decimal, the number will be rounded up. For example, in the case of 3.2 hosts, the number will be rounded up to 4 and charges will be made accordingly.

Can I use the Standard Plan without registering a host?

Even if the agent is not installed on any host, or if the moving average of hosts is zero, the minimum usage fee (one host’s worth) will be charged. Therefore, subscribing to the Standard Plan for URL external monitoring purposes only, you will be charged for at least one host’s worth even if you do not register a host.

Tell me about the timing of payments

Charges will be made on the 1st of every month according to the usage record of the previous month. For the first month of the contract, the usage fee will be calculated by taking into account the number of days of use from the contract start date to the end of the month. The timing for when the actual withdrawal will occur depends on each credit card company.

I want to know about converting the number of billable hosts

For more information, refer to "Calculating the number of hosts".

Calculating the number of hosts

The number of hosts will be calculated as follows.

  • The number of hosts will be calculated using the moving average of the past month.
    • It is the average number of hosts, not the maximum number of concurrent active hosts or the total number of hosts.
    • For example, even if there is a temporary increase in the number of servers due to high-load countermeasures, the usage fee will not increase significantly.
  • The number of active hosts will be counted periodically in time intervals of about 1 hour.
    • The number of unique hosts that have accessed the metric posting API will be included regardless of those hosts’ statuses.
    • Normally this number will equal the number of mackerel-agents being run.
    • Hosts with a “retired” status will not be counted as active hosts.
  • The total number of hosts will be calculated based on a 30 day period of use, otherwise if you have not yet used the service for 30 days, calculation will be based on the average number of active hosts per day so far (rounded up).
  • When using a paid plan, even if the the number of active hosts is zero, the minimum usage fee (one host’s worth) will be charged once.

Handling of host conversion when plan limits are exceeded

In addition to the previous section, here we will explain how host conversion will be done in response to plan overages of each type of item. All decimal points will be rounded up.

  • Host metrics
    • overage ÷ plan limit (200 for Standard plans)
    • calculation will be done in regard to all hosts exceeding the limit
    • hosts' host metrics will be calculated with the equation below
      • Standard metrics + custom metrics + check monitors
  • Service metrics
    • overage ÷ plan limit (200 for Standard plans)
  • External monitors
    • overage ÷ plan limit (20 for Standard plans)

Examples using the Standard plan

The Standard plan has multiple limits, for host metrics it's 200, for service metrics 200, and for external monitors the limit is 20.

Below are 2 example possible use cases.

Pattern A usage overage host conversion
Host A metrics 180 0 0
Host B metrics 180 0 0
Host C metrics 180 0 0
Service metrics 90 0 0
External monitors 19 0 0

In this case there are three hosts, A, B, and C, and no overages, so total hosts will be counted as 3.

Pattern B usage overage host conversion
Host A metrics 401 201 2
Host B metrics 180 0 0
Host C metrics 180 0 0
Service metrics 240 40 1
External monitors 30 10 1

In this case we have 3 hosts, plus 4 hosts converted from overages, making a total of 7 hosts.

Other

How can I stay up to date on Mackerel’s ongoing development?

If you have encountered a problem within Mackerel, it’s likely we are in the process of working to fix it. To see the latest information and updates about development, please follow us on twitter @mackerelio or subscribe to our status page status.mackerel.io.

I want to change my email address linked to IDCF.

When using an organization in connection with IDCF, if you change your email associated with your IDCF account, those changes will not be reflected in your Mackerel account. If you want to use Mackerel with the new email address please follow the steps below to create a new user account with the changed email address.

  1. Log in to your current account and send a member invite to the email address you'd like to use from the list of members page.
  2. Change the organization's management authority holder from you current account to the new account. This can be done in the list of members screen. ( https://mackerel.io/docs/entry/faq#transfer-ownership )
  3. Delete your current account's IDCF connection in the user settings.
  4. Log out and log back in with your new account and set up IDCF connection in user settings.
  5. If necessary you can now delete your previous account from the organization in the list of members.

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If you have any questions please contact our support team at support@mackerel.io