What are CradlePoint’s Enterprise Cloud Manager (ECM) FAQ’s?

Frequently Asked Questions

How do I access CradlePoint Enterprise Cloud Manager?

You can access CradlePoint Enterprise Cloud Manager (ECM) by going to cradlepointecm.com.

 

What is CradlePoint Enterprise Cloud Manager?

Enterprise Cloud Manager is CradlePoint’s next generation network management solution. Rapidly deploy and dynamically manage networks at geographically distributed locations with Enterprise Cloud Manager, CradlePoint’s next generation application platform. Improve productivity, reduce costs, and enhance the intelligence of your network and business operations.

 

What level of redundancy and reliability features do the Enterprise Cloud Manager Servers have?

Enterprise Cloud Manager servers are located within a physically secured area at a Tier IV datacenter that is SAS70 (SSAE Type II) certified. Only Rackspace authorized personnel have access to the secured area. Redundancy of the system includes the following:

Datacenter Redundancy and Reliability:

  • 24x7x365 onsite staff
  • Dual power circuits tied to N+1 redundant datacenter UPS systems
  • Onsite diesel backup power generators
  • Fully redundant enterprise-class core routing with connectivity to 3+ internet backbone carriers
  • Fiber carriers enter datacenters at disparate points to guard against service failure
  • N+1 redundant HVAC systems (Heating Ventilation Air Conditioning) with air filtering

Server and Software Redundancy:

  • Redundant load balanced application servers
  • Master database in isolated private network with one-hour replacement
  • Full nightly backups
  • Rackspace SLA guaranteeing network availability and critical infrastructure systems including power and HVAC 100% of the time in a given month excluding scheduled maintenance.

 

What are the security measures for the Enterprise Cloud Manager Servers?

Enterprise Cloud Manager servers are located within a physically secured area at a Tier IV datacenter with SSAE Type II certification (formerly SAS 70). Security features include the following:

Datacenter Security:

  • CradlePoint servers are located in a secured area within a Tier IV datacenter.
  • Keycard protocols, biometric scanning protocols and round-the-clock interior and exterior surveillance monitoring
  • 24x7x365 onsite staff
  • Only authorized data center personnel are granted access credentials. No one else can enter the production area of the datacenter without prior clearance and an appropriate escort.

Hardware and Software Security:

  • CISCO ASA Firewall
  • Only authorized Rackspace operations personnel are allowed physical access to production ECM servers.
  • Patch Management: Patches are applied quarterly, unless a high vulnerability issue is identified whereupon the process is expedited.
  • Event and Log Management:
    • All URL traffic is logged. These logs are kept for 90 calendar days for review by network security management.
    • Automated logs track and log changes, including backups of this data.

 

Does CradlePoint perform vulnerability assessment of the ECM servers?

CradlePoint uses a PCI Approved Scanning Vendor (ASV) service for external penetration testing of the ECM servers. Scans are run at minimum monthly, with remediation reports provided to management. Corrective actions are implemented based upon severity of potential threats.

 

How does a router register and communicate with ECM?

An embedded ECM management agent exists on the device to communicate with ECM. A device-initiated protocol, designed for the variable characteristics of 3G/4G network connections, is used for support of devices with dynamic IP addresses located behind a firewall.

There are two ways a router registers with ECM:

  1. Local at the CradlePoint Router: At the time of the initial registration using the routers local management UI, a user provides ECM username and password, and the device securely attaches to ECM and shows up in the ECM Devices list.
  2. CradlePoint Operations Registration for Customer: Using a list of router serial numbers or MAC addresses, an authorized CradlePoint ECM admin creates a registration in a user’s account. The device checks in to see if it is managed by ECM. If it is, the device provides status and remains connected to ECM. If it is not, it checks in on a regular basis in case it is added later.

The device connection and communication uses secure, signed key technologies: SSL over TCP.

 

How many devices can your system support and how many do you have on the system now?

CradlePoint manages more than 80,000 devices on WiPipe Central today. ECM has a scalable, service-oriented architecture that can support many more customers with many thousands of devices under management.

 

As a System Integrator, can I have multiple primary accounts that I can use to manage my customers’ devices, and can I see all of my customers’ devices?

Yes, with ECM you can have multiple subaccounts for your customers. Your Account Administrator can manage all accounts, while creating other administrators to manage separate subaccounts (customers).

 

Do you have an API (application program interface) for ECM?

Yes, an open RESTful XML/JSON API is available for ECM (see our API documentation). The ECM API is accessed via HTTPS to the XML/JSON RESTful interface. The ECM API is much more powerful and extensible than the previous WiPipe Central API, so any development done using the WiPipe Central system API will have to be modified to work with the new ECM API.

 

When an ECM account password is lost, how is it reset?

The user navigates to the “Request new password” page (link on the ECM central login page) where an email address is entered. If the email address entered matches an email address associated with an ECM user, an email with a unique link is sent to the user. Upon receiving the email, the user clicks on the link that will take them to a page to select a new password for their account. If the email address entered does not match any account email addresses, a message will be displayed noting the email address isn’t recognized.

CradlePoint support personnel do not have access to ECM user passwords and thus cannot provide any passwords over the phone.

 

How strong are ECM passwords and how long do they last?

The following password options are available:

  • Password minimum length (default = 8)
  • Require one or more CAPITALIZED letters in the password (default = yes)
  • Require one or more symbols or numbers in the password (default = yes)

The administrator can set a session timeout (default = 120 minutes) for each user under the User Settings.

 

How are passwords stored within the ECM Servers?

All passwords are stored in encrypted form using the NIST/FIPS Secure Hash Standard known as SHA-2. SHA-2 is a set of cryptographic hash functions designed by the National Security Agency (NSA) and published in 2001 by the NIST as a U.S. Federal Information Processing Standard. SHA stands for Secure Hash Algorithm. Our user passwords encryption uses the PBKDF2 algorithm with a SHA-256 hash.

 

Is User Data stored within the CradlePoint devices?

No user data is stored on the CradlePoint devices.

 

Do new users receive a unique password?

When a new account is set up, the Account Administrator will receive an email from CradlePoint with a unique link to take them to a page to select a new password for their account.

When the Account Administrator sets up a new user account, the user will receive an email with a unique link that upon selecting will take them to a page to select a new password for their account.

 

How do you integrate with Network Management Systems?

Enterprise Cloud Manager can be integrated with any Network Management System via the Enterprise Cloud Manager API. The ECM API is accessed via HTTPS to the XML/JSON RESTful interface. We have customers doing this today using the WiPipe Central API.

 

How many levels of user account privileges does ECM support?

ECM supports three levels of user access privileges for a customer.

  • Account Administrator – has full access to all accounts and sub-accounts and can create accounts and users at any level within the account hierarchy. Only the Account Administrator can create accounts or users.
  • Full Access User – has access to resources within their account and any sub-accounts below their account. The Full Access User cannot create new accounts or users.
  • Read-Only User – has read-only access for their account and any sub-account(s) below their account.

 

How much data does being connected to Enterprise Cloud Manager consume?

Recent data shows that the average data usage is approximately 5–10 MB per router per month. This reflects what we expect to see in “typical” scenarios when routers have mostly default settings. Many settings could affect this amount, including generating lots of alerts, exporting lots of logs, and especially editing the connection pulse interval (default 120 seconds). A significantly faster connection pulse (e.g., 10 seconds) could increase data usage to 50 or even 100 MB per router per month, whereas a significantly slower pulse (e.g., 900 seconds) could decrease data usage to less than 1 MB per router per month (but runs the risk of slowing down the connection so much that the connection is broken and needs to reestablish itself, which uses additional data).
There are many variables that affect data usage and therefore CradlePoint does not guarantee that a router will use any particular amount of data. These numbers are only provided to give a rough estimate of the amount of data usage you should expect based on data from other routers in the field.

 

How do you support Private Networks (cellular or wired)?

ECM can support a customer’s Private Network (3G/4G or wired networks). For device management, ECM uses a full-duplex, asynchronous SSL protocol to manage the CradlePoint routers over a single TCP connection (port 8001).

Support for Private Networks can be achieve by either of the following:

  • Customers create a firewall rule to allow ECM management SSL traffic routed over the Internet to the CradlePoint cloud datacenter (single TCP connection – port 8001).
  • Extend the customer’s private network over VPN or private circuit to the CradlePoint cloud datacenter firewall.
ECM Private Network Support

 

Why is ECM saying that my device is offline when it’s passing data?

If ECM reports that a device is offline, either 1) the device doesn’t have an active WAN connection, or 2) it has lost connection to ECM. 

If the device has an active WAN connection but ECM is reporting that it is offline, then it has (temporarily?) lost its connection to ECM. This could happen for one of the following reasons:

  1. A user has suspended the connection via the router administration pages.
  2. The router has not yet checked in after an ECM maintenance window. This will be for a maximum of 45 minutes: it is dependent on the state of the router’s Session Retry Timer when the ECM maintenance window ended.

 

Why does ECM require devices to sync with a time server?

ECM uses standard TLS-based encryption along with a proper signed certificate in our servers. This system has date range restrictions – devices must have a valid clock time in the 21st century – but the routers boot up at Unix epoch 0 (January 1, 1970). The TLS client thinks the certificate is invalid without a time sync.


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