If you are not receiving email alerts for Monitor Managed Service, there are three main things to check:
1. Email alerts are not sent for every event type
Depending on the organisation type that you are configured to use, and the event profile and level, an email may or may not be sent.
In the Monitor portal go to Organisations, and click 'edit' next to your organisation:
Under 'Alerts Procedure' on the left you can see your organisation type and the alert matrix:
Emails are only sent for the profile and levels marked with 'Email'
2. Is your email address and user type correct?
Also in the Edit Organisation screen, if you navigate to 'Safeguarding contacts' you can see all contacts that will receive email alerts. Confirm that the required email address is listed:
Note that only safeguarding contacts get alerts, so if you are an IT or Reporting contact then you will not receive them - contact your safeguarding contacts and ask them to add you to the safeguarding contacts list, which they can do from the same screen:
3. Are emails getting blocked by your mail filter?
Sometimes the email alerts will contain text that email filtering systems may find objectionable - and therefore the email is blocked and never gets delivered to your inbox. To make sure this doesn't happen, configure your system to always allow emails without any filtering from @smoothwall.com (or if a full email is required, firstname.lastname@example.org)
If you've tried all these things and are still not receiving emails, please get in touch with our support team.