Since implementing BigPanda, we have reached and sustained our highest SLA hit rate in four years.
Analytics is an area for improvement, being able to break down the actions that are being taken by users of BigPanda, as well as the auto-magical work that is being done by BigPanda.
Having said that, BigPanda has been awesome at taking feedback from their customers and providing good solutions in response to the feedback received.
There have been a few service interruptions since we implemented BigPanda, but the notifications regarding service interruptions, and/or communications with the team during these times, have been very timely.
We have not yet encountered any issues with scalability. We are sending a lot of alerts and information to BigPanda and it has had no problem ingesting them.
Technical support is responsive, timely, and helpful.
We previously used a different solution. We switched because it did not provide all the things we needed (alert correlation on top of deduplication, machine learning) as well as the ability to easily integrate with multiple monitoring sources.
Initial setup was straightforward. We worked hand in hand with the folks from BigPanda to properly assess what we should be focusing on in our milestones, in getting it up and running.
If you're looking for a SaaS which truly believes in software as a service, BigPanda is definitely the solution to go for. They believe in a working partnership with their customers and they are truly invested in their customer's success.