Learn how Monitoring and Proactive Resolution work in MODX Cloud Pro Sites—continuous checks that alert your team when issues occur, plus optional automated ticket creation so MODX engineers can begin restoring service based on your plan.
Overview
Pro Sites adds two powerful options to help keep your production websites healthy and available:
- Monitoring – watches the public front-end of your site and alerts the right people when something appears to be wrong.
- Proactive Resolution – uses Monitoring signals to automatically open a support ticket so MODX engineers can begin investigating and restoring service according to your plan.
This article explains what each option does, how they work together, and how to enable them in the MODX Cloud Dashboard.
Monitoring
What Monitoring does
When you enable Monitoring for a Cloud, MODX Cloud will:
- Perform continuous checks of the public front-end of your site.
- Detect when the site is not behaving as expected (for example, if it is unavailable, returning error responses, or experiencing serious issues).
- Send alert emails to your designated contacts so they can investigate and take action.
Monitoring is focused on detecting problems and notifying people. It does not, by itself, create support tickets or attempt to fix issues automatically—that is handled by Proactive Resolution.
Who receives Monitoring alerts
When Monitoring detects a problem, alert emails are sent to:
- The technical contact for the account or Cloud, if one has been configured.
- All users in your MODX Cloud account with Manager or Owner roles on that Cloud.
This helps ensure that both your internal technical lead and the people responsible for the site in MODX Cloud are notified quickly.
If you do not have a technical contact defined, only Manager and Owner users for that Cloud will receive alert emails.
What Monitoring does not cover
Monitoring is not a full application-level or content QA system. Examples of things it may not reliably detect include:
- Minor layout or content issues that still return a valid page.
- Business-logic or workflow bugs inside your CMS or application.
- Problems that only occur for specific logged-in users, regions, or edge cases.
You should continue to use your own testing, analytics, and logging tools alongside Monitoring.
Proactive Resolution
What Proactive Resolution does
Proactive Resolution builds on Monitoring and adds a managed layer of response from the MODX team.
When Monitoring detects an issue on a Cloud with Proactive Resolution enabled, MODX Cloud will:
- Automatically open a support ticket on your behalf, using the Monitoring data as the trigger.
- Route the ticket to MODX engineers, who will begin investigating and working to restore service.
- Respond and work the issue according to the support coverage included with your plan (for example, business-hours coverage or 24/7 coverage for eligible plans).
This turns outages and major incidents into automatically handled events instead of situations where you must first see the problem, log in, and open a ticket manually.
Requirements for Proactive Resolution
Proactive Resolution depends on Monitoring and your support plan:
- Monitoring must be enabled for the Cloud. If Monitoring is turned off, Proactive Resolution will not have any signals to work from.
- The actual response times and coverage (business hours vs. 24/7) depend on your current MODX Cloud plan and any managed service add-ons associated with that Cloud.
- Proactive Resolution focuses on infrastructure and availability issues. Deep application bugs or feature work may still require normal support engagements or project work with a developer.
If you are unsure what level of coverage you have, check your account plan details or open a support ticket and ask.
What Proactive Resolution is not
Proactive Resolution is designed to reduce the time between a serious issue occurring and our team beginning to work on it. It is not:
- A guarantee that every problem will be resolved within a specific time.
- A replacement for regular application monitoring, logging, and QA.
- A substitute for ongoing development or maintenance of your CMS, codebase, or integrations.
For full details on service commitments and response objectives, refer to the MODX Cloud Service Level Agreement (SLA) and Cloud Support Policy.
Enabling Monitoring and Proactive Resolution
Enabling Monitoring
To enable Monitoring for a Cloud:
- Sign in to the MODX Cloud Dashboard.
- Open the Cloud you want to protect.
- Locate the Pro Sites or Monitoring section in the Cloud view.
- Review the description for Monitoring so you understand what it will do and who will be notified.
- Click Enable Monitoring and confirm in the dialog.
Once enabled, Monitoring will begin checking the public front-end of your site and sending alerts to your configured recipients when it detects issues.
If you later need to stop receiving alerts for a Cloud, you can return to the same location in the Dashboard and disable Monitoring.
Enabling Proactive Resolution
To enable Proactive Resolution for a Cloud:
- Make sure Monitoring is already enabled for that Cloud.
- In the same Cloud view in the MODX Cloud Dashboard, locate the Proactive Resolution option.
- Review the description so you understand how tickets are opened and how response coverage is determined by your plan.
- Click Activate Proactive Resolution.
- Confirm the change in the dialog.
If Proactive Resolution is not available for your account or plan, you may see an option to contact support or sales instead of an activation button.
Getting help
If you have questions about Monitoring, Proactive Resolution, or how they apply to your specific plan or sites, please open a ticket from the Help button in the MODX Cloud Dashboard. Our team can help you confirm coverage, interpret alerts, and choose the right options for your use case.
Frequently Asked Questions
Do I still need my own third-party monitoring?
We recommend keeping any external monitoring you already rely on, especially for advanced checks (multiple regions, transaction monitoring, API health, etc.).
MODX Cloud Monitoring is tightly integrated with the Dashboard and Proactive Resolution so that we can take action quickly on platform-level issues, but it does not replace every possible monitoring scenario.
What kinds of problems will trigger Monitoring and Proactive Resolution?
In general, these features are designed to detect and respond to availability and major front-end issues, such as:
- The site becomes unreachable.
- The front-end begins returning error responses for normal visitors.
- Other severe problems that prevent the site from working as expected.
Less severe or internal issues (for example, minor layout problems, content typos, or logic bugs behind a login) will typically not trigger Monitoring.
Who should I set as the technical contact?
The technical contact should usually be:
- The person or team responsible for maintaining the site (an in-house developer, digital team, or agency partner).
- Someone who can understand and act on monitoring alerts quickly.
If you work with an external agency, you may want to coordinate with them so Monitoring alerts go to both your internal contact and the agency.
How quickly will MODX respond when Proactive Resolution opens a ticket?
Response and investigation times follow the coverage included in your plan (for example, standard business hours or 24/7 coverage for eligible plans) and the Cloud Support Policy. In practice, this means:
- Our team begins investigating incidents as quickly as possible once Monitoring has opened a ticket.
- Higher-severity outages are prioritized according to our internal incident and support procedures.
For specific response targets and definitions of severity levels, please review the MODX Cloud SLA and Cloud Support Policy or contact support.
Can I disable Proactive Resolution but keep Monitoring?
Yes. Monitoring and Proactive Resolution are controlled separately for each Cloud:
- You can enable Monitoring alone if you only want alerts.
- You can add Proactive Resolution later if you want MODX engineers to automatically start working incidents based on Monitoring signals.
If you disable Proactive Resolution, Monitoring will continue to send alerts, but incidents will no longer automatically open tickets with our team.