Troubleshooting SaaS performance issues
Traditional network troubleshooting tools and processes were developed around the hub-and-spoke concept, with remote applications the spokes into servers in a centralized data center. But Saas applications that are delivered from an off-site provider’s data center defy traditional monitoring assumptions and require a new methodology for troubleshooting.
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Either way you look at it Microsoft Data Center management did not follow standards or best practices in this failure. In which case it makes me wonder more about the outsourcing of corporate data much less personal data.
- mburton325
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The Large Enterprise is
The Large Enterprise is definitely looking for new generation solutions to troubleshoot SaaS applications-In New York last week at InterOp, this was what all my clients were looking for - well done article and great insight -
Bob Berry
What is interesting to me is
What is interesting to me is that so many SAAS vendors do not shine a light on this issue with their clients. Of course, application uptime and responsiveness is important, but additionally, we have to look at the client side.While most vendors appear to have their technical requirements documented, many do not keep this documentation up-to-date, nor do they build a team with client IT organizations to make sure that the requirements are understood. Even a base-line audit to identify obvious problems can be a huge "stitch-in-time" win.
Once upon a time, all web based applications were just simple forms, and as long as a browser supported tables and Javascript mouseOver commands, that was good enough. However, many current SAAS applications require significant client-side processing power, and are expected to respond like desktop applications even as data is moving from the user to the vendor, and good network environments, minimal interference from intermediary devices, and fast, up-to-date systems are a requirement for good performance.
Once end-users are complaining, that means the problem has gone on way too long; good, proactive support helps everyone. SAAS vendors must be transparent about their internal performance, but must also work with clients to ensure that the end-user environment will allow the best possible experience in the application.
-B