Our response time is within 30 minutes for any support. This solution provides alerts immediately, so we are within our SLA, giving efficiency to our support.
The role-based dashboards provide data points and charts and topology diagrams in a single window. It's like a spider web, where the application, connectivity, and everything is defined for each user of those applications.
We use the solution to automatically trigger processes to help us resolve issues. The whole IT process has been automated, such as trying to map all the users and the escalation process. So, if any issue happens, we get an SMS and WhatsApp of the report. If there is a critical issue this has to be sorted out, like the entire data center being down, then there is an alarm.
This solution is available in SaaS. The reason why we have not gone to SaaS is they do not have a country-specific separation of assets. There are GDPR and other requirements that might require country-specific sensitive information to be filtered as well as other things that need to be taken care of. Normally, if we need to do any compliance, like ISO27000 compliance, they don't have such a report within their system. This kind of report is missing from their SaaS. That is one of the reasons that we have gone to the on-prem version, where I am assured that my data is secure.
There might be some features in other products that are currently not there in Everest IMS and can be included. I have not yet compared it with any other product.
I would like to have the option to add a new device or meet with the next release. Right now, it needs to be done from the backend which results in a heavy reliance on R&D.
