Recently, one of our customers, a 20-member NOC team of a large B2C company, had set up Zabbix to monitor a network of over 1000+ servers, routers, and switches. The NOC team wanted to set up alerting, on-call scheduling, and an escalation matrix whenever a critical network component encountered any downtime. The NOC team used Slack as the primary communication channel and Zoom for real-time communication. For NOC teams like these running a very large operation, setting up alerting can be very tricky.

Zendesk is one of the most popular ticketing support and customer service platforms available in the market. Two metrics that measure the effectiveness of your customer support are the response and resolution times — how soon are you able to respond to a customer ticket, and how soon are you able to mobilize relevant personnel, perform necessary remediation tasks and finally resolve the ticket.

Google Cloud Platform (GCP) is a collection of Google’s computing resources, made available via services to the general public as a public cloud offering. The GCP resources consist of physical hardware infrastructure — computers, hard disk drives, solid-state drives, and networking — contained within Google’s globally distributed data centers, where any of the components are custom designed using patterns similar to those available in the Open Compute Project.

Microsoft Azure is a cloud computing service providing infrastructure as a service (IaaS), software as a service (SaaS) and platform as a service (PaaS) supporting multiple Microsoft Specific and third-party services and systems with 90+ compliance offerings and trusted by 95% of Fortune 500 companies to base their business on. What is a system downtime and how does it affect me or my business?

Microsoft Azure is a cloud computing service providing infrastructure as a service (IaaS), software as a service (SaaS) and platform as a service (PaaS) supporting multiple Microsoft Specific and third-party services and systems with 90+ compliance offerings and trusted by 95% of Fortune 500 companies to base their business on. What is a system downtime and how does it affect me or my business?

Grafana is one of the most popular open-source visualization tools that can be used on top of a variety of different data stores but is most commonly used together with Graphite, InfluxDB, Prometheus, Elasticsearch, Prometheus, AWS CloudWatch, and many others. Reliability engineers use Grafana is its ability to bring together several data sources together in a unified dashboard and increase the observability of your production systems.

As businesses close more deals and add more accounts, it is still imperative for businesses to maintain their SLA levels and resolve customer support tickets within SLA timeframes. Having a solid support team is great, but supporting hundreds or thousands of users in the most efficient, cost-effective way while maintaining SLAs continues to be a challenge for the majority of companies. An SLA policy ( service level agreement) lets you set standards of performance for your support team.

As COVID-19 continues to impact communities globally with health care professionals working tirelessly to prepare for emergencies and prevent the further spread of the pandemic, technology companies are also doing their part. Twitter, Google, and Amazon have issued directives instructing employees to work from home as the companies themselves move to pull out of tech events while hosting their own events virtually.

As the world tries to battle COVID-19, most of our customers here at Zenduty have started implementing social distancing measures within their companies by asking all their employees, including the NOC, SRE, ITOps, Support, and software engineering teams to work remotely or from home. While that may appear to be a drastic change in your day-to-day operations, it need not disrupt your reliability and support operations.

Every integration(with a monitoring source) within O/P/V sends alerts according to a single escalation policy that is linked to that monitoring source(service), no matter what the nature of the alert is, what time of the day or week it is triggered, what the severity of the alert is, which component is affected.