Reliability and happy customers with SLOs
公司规模
Mid-size Company
地区
- America
国家
- United States
产品
- Sumo Logic
- OpsGenie
- OpenTelemetry
技术栈
- Sumo Logic
- OpsGenie
- OpenTelemetry
- Terraform
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Employee Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 预测分析
- 应用基础设施与中间件 - API 集成与管理
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- Professional Service
- Software
适用功能
- 商业运营
- 质量保证
用例
- 预测性维护
服务
- 系统集成
- 软件设计与工程服务
关于客户
Laurel is a company dedicated to helping their customers automate time-keeping and billing processes, primarily catering to lawyers who use Microsoft products. The company faced significant challenges in ensuring the reliability of their desktop application and per-customer infrastructure architecture due to the involvement of nine different monitoring vendors. This led to numerous blindspots and a lack of clarity on whether they were meeting customer expectations. Laurel's product and engineering teams recognized the need to overhaul their infrastructure monitoring approach to improve both customer satisfaction and the well-being of their engineers.
挑战
Too many monitoring vendors left Laurel with numerous blindspots and no way to know if they were delivering on customer promises. Laurel is committed to helping their customers automate time-keeping and billing processes. Most lawyers use Microsoft products exclusively, so they primarily interact with Laurel’s system through the Windows desktop application. Nine outside vendors monitored Laurel’s systems, making the reliability of their desktop application and per-customer infrastructure architecture challenging. Even with this battery of solutions, there were a lot of reliability blindspots — they didn’t know if they were delivering on customer expectations to manage time efficiently. With only alerts for CPU and memory on their containers, many poorly enriched alerts were ignored. Their on-call rotation was disorganized and included people who weren’t in the company anymore. Laurel’s product and engineering teams took a hard look at their current workflows — and found them lacking. They had to fix their general approach and understanding of infrastructure monitoring and, in the process, improve the well-being of their engineers through better clarity and less stress. Laurel ran a request for proposal (RFP) with nine vendors, searching for a monitoring solution to provide broader visibility. Laurel’s product and engineering teams also decided to take a service level objective (SLO) approach to reliability and set out to find solutions that aligned with this.
解决方案
Laurel had two primary goals: ensuring customer satisfaction and improving the mental health of their employees by focusing on high-value tasks. They chose Sumo Logic as their monitoring platform, which worked seamlessly with other tools like OpsGenie for on-call rotation and OpenTelemetry for simplifying and broadening data collection. Sumo Logic's Reliability Management solution allowed Laurel to define and track Service Level Objectives (SLOs), providing deeper insights into customer experience beyond basic monitoring. The SLO dashboard within Sumo Logic's UI offered an active view of service health, including service-level indicators, error budgets, and error history. This setup enabled Laurel to create generic SLOs for new services and customers easily, streamlining the monitoring process and reducing unnecessary alerts.
运营影响
数量效益
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