How has it helped my organization?
Before APM, all the support/information diagnostic retrieval was post-mortem. Logs retrieval with tons and tons of useless info would generate a report after several days of an issue, with no clue as to a root cause, but with several hypotheses on what was it. Now, different teams can get info even before the system crashes and can take proactive steps and find the exact point to focus their efforts to fix it.
Also, not only are the main services now monitored, but the main website with no transactions at all are included. This helps us to monitor customer experience and verify the correct functions.
What is most valuable?
There are several types of products implemented and on each one there are different features used to remark the value of it:
- In an initial pilot it helps with Error Collection, Transaction Traces, and providing general info such as Average Response Time and Responses per Interval.
- Once it's implemented with application and backend services. After the initial feedback, almost all the other app owners start to review all the info compiled from the Application Performance Monitoring (APM) platform and they also check if their architecture maps are as stated and found by APM.
- Service maturity when you can retrieve the normal metrics for every major aspect of each module and delivering this info to the correct eyes.
What needs improvement?
They need to add support for new frameworks, or at least provide a broader guide/perspectives to add them to monitoring specific agents to retrieve metrics with thresholds as a reference to guide the customer as to where they must go to achieve this.
For how long have I used the solution?
One to three years.
What do I think about the stability of the solution?
The only issue is when the customer platform is really old. For example, where people are using client server apps developed on Delphi 1.0.
What do I think about the scalability of the solution?
There are more issues with the app monitoring itself, since the architecture can be a little bit confusing, and in some ways even incomplete on paper. Several times after an implementation, there are a lot of other services involved and supporting the main app with the service owner not knowing, or to the contrary, the documentation doesn’t include this info.
How are customer service and technical support?
Excellent, they are always calling and resolving issues. If there is a need to escalate it internally to get a fix or a workaround, they will do it quickly.
Which solution did I use previously and why did I switch?
Several customers were using others like IBM Tivoli or an HP solution, but they don't offer an easy way to quickly check the state of the monitored app. Also, they didn’t offer a good customer experience.
How was the initial setup?
Everything is swift and smooth, even when a PoC is developed, it only takes five days to complete.
What's my experience with pricing, setup cost, and licensing?
I just implement it and make it work to fit the customer requirements
Which other solutions did I evaluate?
We didn't look at anything else.
What other advice do I have?
You need to check the requirements, such as the network ports, traffic forwarding, and the supported apps. Do not be afraid of the initial response from the stakeholders, and they will quickly become supporters.