What is our primary use case?
We publish more than 140 business services to the whole Kingdom of Saudi Arabia. We need to monitor the behavior of service from the customer's perspective which is called real user monitoring. This solution gives us visibility on that. In the same tool, there's another part for diagnostics where we can drill down to the code level and find issues with the code or the data to see, for example, web services code.
How has it helped my organization?
We have a service serving the whole Kingdom of Saudi Arabia. Anyone who wants to do some transaction on vehicles, or anything related to public relations, needs to log into the portal. It's made it easy and enhanced protection.
Another way it benefits the organization is in the number of calls from the customers. Before getting reports from the customers about when service is interrupted, we now know from eG any issues are and the team direct can drill down to find the issue. We can find out if it's from our applications, our data center, or from a third-party integration as it integrates with many other companies and ministries in Saudi Arabia.
In this way, we reduce the time downtime for the service, the number of impacted users, and the issues the customer will face. It allows us to solve the issues faster.
What is most valuable?
The visibility and the ability to monitor user behavior are very useful to us. So is the fact that we have diagnostic capabilities. We divided the usage of these two parts - one for our business team and one for our support team where they can see the availability, performance, and application or service updates from a customer perspective.
We appreciate that the team can understand the issue from our application, database, code, data integration, et cetera.
We like that two different teams can use it and it fits each of their individual needs.
Sometimes when we face issues with the new technologies or very old technologies where we cannot enhance the service, they move to work with us directly and start doing some development on this area which is very good for us.
The initial setup is pretty simple.
The solution can scale.
Technical support has been great.
What needs improvement?
The solution needs to enhance the management dashboards. They have small dashboards. You can do small customizations on it, however, when you have business requirements that require executive dashboards it will cost us too much. They need to do a development like this.
We are looking to have tenure-based services covered in eG. They promised us this in the future.
For how long have I used the solution?
I've been aware of the solution for 20 years. We recently did a POC and we've been using it for about a year or so now.
What do I think about the stability of the solution?
The solution has been very stable. We faced one issue related to volume traffic where we increased the JVM heap on the servers and some resources then it became stable so stability is great for us.
What do I think about the scalability of the solution?
The scalability is quite good. We do have plans to expand usage in the future.
The main thing here is we have something called connectors. These must be published over the internet to connect as much and we're able to select the services for each connector which means it's scalable for us.
How are customer service and technical support?
Technical support is very responsive. If there's a critical issue they connect directly to you so on the same day and do their best to solve it. In the case there needs to be some development or escalation they'll do it on the same day.
Which solution did I use previously and why did I switch?
We previously had Dynatrace. It was costly already and then they changed the licensing scheme and made it very, very, very expensive. It cost us almost $3 million Saudi Riyal a year to have it for our own services which is why we decided to switch.
How was the initial setup?
The initial setup is not complex. It's almost easy to implement - especially the parts of real user monitoring where just you need to generate a tag for each service and share it with the development team.
We have a team for monitoring. We manage almost 10 tools, one of them being eG. We have one primary administrator and one backup, and both did the implementation together. It doesn't take too much time actually. Once you know the procedure it's okay.
The deployment took about two weeks.
What about the implementation team?
We did the implementation by ourselves based on the best practices from the data center. We asked them just to do a health check for us just to see how things looked overall as sometimes you need to do some calculations in terms of the traffic volume that you're going to receive and how many agents will be reporting to your system. You need to make sure everything is accurate and it's best to have a second opinion.
What was our ROI?
We definitely have seen an ROI. We, for example, cut the costs by using the tool. We also reduced the number of calls. This was one of the main value-adds for our operations department. We were able to cut service requests by 75%.
What's my experience with pricing, setup cost, and licensing?
We paid about 300,000 Saudi Riyal for the solution and it was quite affordable compared to the competition. That's less than $100K a subscription for almost 150 services or 100 system licenses where one portal is a license and looks like the agent is a license. We can vary almost 30 portals until with 10 integration services. We utilize only 85 agents or 85 people and under this license, we can manage more.
If a user wants to try the solution, they can do a one-year license and, if they decide to continue, can do a perpetual license.
If you need a professional service from their side, it costs nothing extra.
Which other solutions did I evaluate?
I have done POCs on my tools and I found this solution to be one of the easiest tools - even in the administration part.
I tested AppDynamics, Dynatrace OneAgent, and Micro Focus ADM. This we have on-premise. We have one tool, Catchpoint, on the cloud. It's quite easy and not very technical due to the fact that it was on the cloud.
One of the main reasons why we moved with eG is not only due to the fact that it's on-premise deployment but due to the cost. When we selected the tool we were at a level where we needed to cut the cost for the whole operations department. We could not move with Dynatrace or AppDynamics as it's close to half a million to cover the whole services where eG only cost us around 300,000 Saudi Riyal and would cover 85 to 90% of the business requirements. We saw everything we needed at that time and we got everything at a proper cost.
What other advice do I have?
We're just a customer.
If the solution is right for a company depends on the environment and if your environment is very complex, like the one we have with many security items. You need to test everything before buying it actually.
From the almost six months of doing many POCs on other tools to find a good one for us, I noticed that 95% of these tools are using the same technology and same behavior, however, you need to know your business requirements to decide which would work best for you. If you need just to decide based on the fancy interface you have, you will pay a lot of money for this. However, if you need just to get the value of the technical team and then you present it in any way you need it, this product would be better for you.
I'd rate the solution at an eight out of ten overall.
Which deployment model are you using for this solution?
Which version of this solution are you currently using?