Netreo to BMC Helix SaaS Migration

The following FAQ is to assist Netreo SaaS customers during the migration of their Netreo deployment to the BMC Helix data center (DC).

1. What is the nature of this migration?
   Answer - BMC Helix is migrating all Netreo SaaS customers to its data center.
   
   
2. Will existing contract arrangements need to be updated?
   Answer - No, existing contracts will not change or require updating. A subprocessor notification will be sent if you are affected by this data center update.
   
   
3. Will there be any downtime, and how long will the migration take?
   Answer - No, you can still access your deployment during the migration. A maintenance window is scheduled to last for 1 hour. During this time, the configuration and alerting data from your current deployment will be migrated to a new deployment in the new data center. While the migration is in progress, you can view your monitored environment through your current deployment, but all alerting will be disabled. Additionally, any data collected or configuration changes made to Netreo during this migration window will NOT be transferred to your new deployment.
   
   At the end of the migration window, your new Netreo deployment will be fully operational in the new DC, collecting data, and ready for use. Alerting will be fully restored, and all service engines will be sending their data to your new deployment. At this point, you will be required to log in to Netreo at the new DC URL and can no longer use your old deployment (See question #5 for new login URLs.)
   
   Please note that during the 1-hour migration window, ONLY Netreo configuration and alerting data are migrated. Historical metric data will be migrated separately after your new deployment is in production. Therefore, when you first log in to your new deployment, you might not see your historical metric data immediately. This data will be migrated gradually in the background during normal operation. Your historical data should begin appearing in your new deployment within 2 hours. However, for larger customers, the full backfilling of historical data might take up to 24 hours. Be aware that there will be a 1-hour gap in your historical data corresponding to the migration window, as data collected during that time will not be copied to the new DC.
   
   
4. What if the scheduled migration window time does not work for me?
   Answer - Please raise a case through Support Central.
   
   
5. Will the current Netreo SaaS URLs change after migration?
   Answer - Yes, the Netreo SaaS login URL will change according to your region.
   • U.S. customers will log in at https://portal-netreo-ash-pd2.onbmc.com
   • EU customers will log in at http://portal-netreo-frk-pd1.onbmc.com
     
     
6. Do we need to reconfigure authentication?
   Answer - No, all authentication configuration data will be migrated. No other action is required.
   
   
7. Is there anything I need to do if I use on-premises Netreo service engines?
   Answer - Only if the internet access of your service engines is limited by firewalls. If access is limited, you will need to allow the following public IP addresses for all service engines and remote agents:
   • U.S. customers must allow outbound communication to 129.153.10.227
   • EU customers must allow outbound communication to 130.61.66.160
     
     
8. Will there be any impact on REST API web services integration due to the migration?
   Answer - All inbound API calls will need to be updated to include the new base portal URIs as specified in question #5. Outbound API calls are not affected.
   
   
9. Who will work on post-migration issues?
   For any post-migration issues, please raise a case through Support Central.