ScienceLogic Review

The customer service is unparalleled. We always get the help we need, when we need it.

What is most valuable?

I would like to spotlight four key areas where ScienceLogic excels:

  1. The flexibility to support most technologies. The way ScienceLogic gathers data from multiple sources is vital to our customers. As we work with new customers (often with different technology requirements), ScienceLogic is flexible enough to support our clients’ varying network needs.
  2. The opportunity to achieve high value for our services. We can provide monitoring services at different pricing levels to best fit our business model while delivering value to our customers.
  3. They provide the scalability to grow with us. In just a few years, we have grown from five datacenters to over 40 datacenters. ScienceLogic has continuously grown with us.
  4. The availability to provide domain expertise. ScienceLogic provided onsite professional service assistance for a key project to meet our aggressive project timelines.

How has it helped my organization?

The dashboards in ScienceLogic provide huge value. We can show customers exactly what we are monitoring and accurately display metrics, like uptime. We want to deliver transparency to our clients, so they can see how things are performing. ScienceLogic is our way to do that. Internally, ScienceLogic improved our billing operations.

We also attend the training and networking events ScienceLogic offers. Those meetings are essential to evolving our business.

What needs improvement?

One important area we feel could be improved is the UI. It takes a lot of clicks to do very simple tasks. However, I know this is an area where they are investing and the first version of the new UI/UX is due out soon. I am confident it will be greatly improved with the next release.

For how long have I used the solution?

We have been using ScienceLogic since 2008.

What was my experience with deployment of the solution?

In 2012, we had to deploy a new ScienceLogic stack and migrate data from the old stack to the new one. It was a slow process, but ScienceLogic impressed us with their commitment to resolve issues fast. They sent a professional engineer to our facility to help escalate problems and fix everything as quick as possible. We did not feel we had to resolve these issues on our own, so partnership was key.

What do I think about the stability of the solution?

We are confident in the stability of the product. Like any technology platforms. we've had our share of issues over the past nine years. However, ScienceLogic always works with us to ensure that our services are not impacted.

What do I think about the scalability of the solution?

ScienceLogic continues to grow with us. There is a feedback loop between our companies which allows both of us to improve. They learn from issues we experience, and we believe they build that into new product improvements. They listen to customers and make meaningful updates based on their needs.

How is customer service and technical support?

Customer Service:

This is an area where a small company like ScienceLogic continues to impress us. Their customer service is unparalleled. We always get the help we need, when we need it. ScienceLogic goes above and beyond expectations giving you that personalized support. Their staff recognize what’s happening in the market and understand our goals.

Technical Support:

We have partnered with them for more than eight years because they provide superior support. When we call, they are dedicated to help. If we have a larger issue, ScienceLogic sends their experts onsite to help us. It’s a huge relief to know that ScienceLogic is ready and willing to hear our problems and offer the right solution.

Which solutions did we use previously?

We stopped using a legacy billing tool in favor of using ScienceLogic’s platform. We also had many major third party and homegrown solutions. In 2016, we consolidated all the solutions into a ScienceLogic's EM7 solution.

How was the initial setup?

The overall setup was straightforward and designed with ease in mind.

What about the implementation team?

We do rely on ScienceLogic to handle our implementation needs, as required. They do an effective and efficient job. There are some complexities to implementation, but overall it is pretty painless.

What was our ROI?

We absolutely receive a high return on our investment.

What's my experience with pricing, setup cost, and licensing?

Make sure you understand your business and do a cost modeling for three to five years. ScienceLogic has a variety of options to consume the product, but only you can tell them what your real needs are for short and long-term.

Which other solutions did I evaluate?

When we first looked them, we compared EM7, Nagios, SolarWinds, and a handful of homegrown solutions.

What other advice do I have?

You must recognize the functional structure of your organization and make sure everyone understands the platform. Often times, companies find themselves faced with a "tool" sprawl. Monitoring and service assurance requires a disciplined approach and asking critical questions upfront helps solve many issues later.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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