Welcome to the second episode of Kentik Close-Up, where we explore the latest Kentik features, products, and capabilities. In this episode, Leon Adato is joined by Chris O'Brien, Product Manager, and Steve Meuse, Solutions Architect, to discuss the challenges and improvements in providing support for network monitoring systems like Kentik NMS. Learn about the innovative approaches Kentik has taken to enhance support experiences, including proactive monitoring, automation, and real-time data visibility. Discover how these advancements are helping to streamline support processes and improve customer satisfaction. Learn more about Kentik NMS at https://kentik.com/nms. And don't forget to like and subscribe so you never miss future episodes!

CHAPTERS

00:00 Introduction to Kentik Close-Up

01:07 Getting to Know the Team

03:49 Challenges of Providing Support

04:13 Focus on Support Experience

07:59 Improving the Support Experience

10:33 SaaS Approach and Data Visibility

12:56 Proactive Monitoring and Automation

14:44 Demo of Kentik NMS

17:11 Limitations of Access

17:44 Time-Saving Benefits of Remote Access

18:52 Speed and Efficiency of Data Retrieval

19:55 Shortened Cycle Time and Customer Empowerment

20:34 Overcoming Uncertainty and Adding Value

21:25 Rapid Problem Solving for Trial Customer

21:54 Custom Data Points and Open Config Model

23:37 Adding Custom Metrics for Specialized Gear

24:29 Observability Principles and Tooling

25:59 Balancing Traditional Monitoring and Observability

27:12 Expanding Device Support and Monitoring Protocols

28:35 Transition to Streaming Telemetry and Data Normalization

28:55 Closing Remarks and Future Features