What is our primary use case?
Primary use case is to monitor our critical applications.
It performs pretty well. Right now, we use it to create dashboards and executive view dashboards, so our higher up managers can take a look and see where our application status stands. It creates transparency. We are satisfied with how it performs.
How has it helped my organization?
It brings our operation side and our application side together. When it comes to implementing the tool, like when we supply the agent, we have to get permission from the application side to say, "Hey, we're installing such and such agent on this server. Are we able to go forward with it?" Then, whether they tell us, yes or no, we can do it.
It helps us prioritize application performance issues. It has assisted triage where we can drill down and see where exactly the problem lies. If it is a database issue, we can see the exact query that is causing the issue. Or, if it is a web service call that is having any issues we can look there as well. It is pretty accurate when it comes to that stuff.
What is most valuable?
What needs improvement?
The ability to dynamically create dashboards. Right now, we do custom dashboards. Everything is created manually. If there is a way when we deploy the agent it can automatically figure out how the application is set up, so we do not have to manually create everything, it would save a lot of time. It needs to be more intuitive.
For how long have I used the solution?
More than five years.
What do I think about the stability of the solution?
It is pretty stable. We have not had any major issues. There has been some issues here and there, but for the most part nothing major or critical.
What do I think about the scalability of the solution?
How is customer service and technical support?
Technical support is slow to respond and also asks redundant questions. For example, they will ask for some logs being sent, then we will send it and hear back from them again in a couple of days requesting pretty much the same things. Like "well let's take a look," "alright send the logs again," and I was like, "we just did that like four or five days ago." That is one of my few complaints. I would rate technical support a seven and a half out of 10.
How was the initial setup?
I was not involved in the initial setup, but I have been involved with an upgrade.
The upgrade was complex. The documentation could have been a little bit better, but other than that, it was okay.
What about the implementation team?
It was pretty much just us; just our team at work.
Which other solutions did I evaluate?
We have seen other competitors and what they provide. It is not as good as what CA APM provides.
What other advice do I have?
I would recommend this solution.
Understand what exactly you need to be monitored. For us, our biggest issue is making sure that our customer and our other critical applications are up and running 24/7. We understand for APM, it has the ability to drill down and do the end-to-end monitoring that we are looking for. Just understand what you are looking for.
Most important criteria when selecting a vendor: customer service. Making sure that they are responsive. If I call them, I want to get ahold of someone right away. Also, if it is too expensive, we are going to count them out.