What is most valuable?
- Impulse needed a solution that required minimal effort and training to add monitoring to our network and system hosts. Through the use of LogicMonitor's expansive monitoring library and host detection technologies, we are able to monitor hosts without the complexities traditional NMS systems have.
- "Chat with an Engineer" enables Impulse Staff to interact with LogicMonitor Support Engineers, working together to solve issues in realtime. "Chat with an Engineer" Support is able to answer our questions immediately and skip the support ticket process.
- LogicMonitor API, and 3rd party integration support. Impulse is able to extend our in-house tools through the use of LogicMonitor's API capabilities. Our Customer Documentation has realtime LogicMonitor Graphs embedded, allowing Impulse staff to quickly review documentation and relevant graphs. The 3rd party integration support enables Impulse to extend in-house ticketing, and OnCall escalation/alerting rotations.
How has it helped my organization?
Before we deployed LogicMonitor, Impulse relied on a variety of open source tools. Each tool performed a specific task. Our staff often was overwhelmed in navigating/understanding each tool in order to collect the information necessary. Decommissioning these apps and using LogicMonitor has solved these issues. Dashboards and widgets are easy to use and understand, allowing staff to see historical data, forecast trends, and interact with graphs. Driving adoption of LogicMonitor couldn't be easier.
We're also able to use LogicMonitor with other applications in our infrastructure--
- Dashboards: Impulse Customers have dashboards that provide graphs for bandwidth, latency, ClearStar calls, trouble-tickets, router/server health metrics.
- Script-based DataSources: LogicMonitor allows data-collection to use a variety of technologies, including the use of Groovy Scripting. Having this ability allowed us to monitor equipment that normally requires vendor-specfic EMS/NMS solutions. We used groovy scripts to perform complex evaluations of SNMP data, then "jump" to other SNMP structures for monitoring our Next-Gen circuits. We use Groovy scripting for all complex solutions, including Wireless AP Stations, VoIP Call Quality, Ticketing, Power/Temperature, Virtual-Hosting SSL Certificate Expirations, Email delivery round-trip, POP/IMAP authentication, SSD Wear Leveling, and more.
- 3rd-Party Integration: We send alerts to Slack, and our OnCall alerts to OpsGenie. Both apps allow staff members to review/respond to alerts for Impulse Infrastructure and our Managed Customers.
What needs improvement?
The new/beta web portal and its REST API are a work-in-progress. This transformation for LogicMonitor is an exciting refresh, and is enabling customers like Impulse to provide feedback along the way.
For how long have I used the solution?
The company has been using LogicMonitor for about a year.
What was my experience with deployment of the solution?
As a service provider with multiple data centers, and points-of-presence, the deployment was straightforward. We split the deployment into multiple phases -- 1) Add hosts to monitoring, 2) Tune alert-thresholds, and 3) Define Alert Policy. Each phase is roughly 1 week.
What do I think about the stability of the solution?
We have had zero issues with monitoring, and accessing the LogicMonitor Portal. LogicMonitor puts a lot effort into making sure customers are always up. From a customer perspective, LogicMonitor software allows Impulse to designate a backup collector host. This host allows the data collection engine to be redundant, in case Impulse has an issue, our backup collector automatically takes over, thanks to LogicMonitor.
What do I think about the scalability of the solution?
We've been able to scale very much so. LogicMonitor is working towards extending high-resolution data for longer periods/retention. Impulse also has scaled LogicMonitor through the use of adding multiple collector-hosts. These hosts are strategically deployed at various data centers for our scale.
How are customer service and technical support?
"Chat with an Engineer" is an excellent tool, and I commend LogicMonitor for offering this. LogicMonitor has experts answering questions, and also training it's customers along the way. They explain things that are easy to digest/understand, and follow up on issues to make sure everything is taken care of. I would give "Chat with an Engineer" a 10 out of 10. Technical Support
Oftentimes, the technical support team is the same team as "Chat with an Engineer" -- 10 out of 10. They are well-trained, and able to keep up with the changes in the product over release deployments.
Which solution did I use previously and why did I switch?
Impulse used a variety of open-source NMS solutions, including Nagios, Zabbix, Zenoss, MRTG, and Cricket. The configuration management of these systems often required engineering-level experts to maintain the software, as well as insure everything was monitored. Our deployments of these open-source systems did not have the same level of redundancy and scale as LogicMonitor's solution.
How was the initial setup?
Impulse needed to make sure everything we currently monitored would supported in LogicMonitor. We evaluated the product, focusing on these questions, and worked with LogicMonitor's pre-sales engineering team. Once we signed up for the product, Impulse asked LogicMonitor's Professional Services team to train our staff, and walk-through the product for each team members' needs. Having the LogicMonitor training, the initial setup was very straightforward. Each team was able to add monitoring, build graphs, tune alert thresholds, and alert-routing.
What about the implementation team?
Impulse performed the set up after a 3 day Professional Services training (on site).
What was our ROI?
We calculated roughly 81 hours per month of Impulse employee's time were spent configuring and managing our legacy monitoring tools. We have reduced this number to roughly 12 hrs per month (100% of that is towards LogicMonitor).
Which other solutions did I evaluate?
Nagios XI was briefly evaluated. It was very capable of providing basic monitoring, but it did not have the API functionality we needed to integrate into all of the Impulse in-house system.
What other advice do I have?
- Sign up for the evaluation, then discuss "The Problem You're Trying to Solve" with LogicMonitor staff. The staff are very helpful showing how the platform can solve a variety of needs.
- Ask for help. LogicMonitor Support can advise on how to monitor devices, tuning alert-thresholds, alert-routing and more.
- Ask for a reference. Talk to another LogicMonitor customer that has signed up.