Item: Splunk AppDynamics
Rating: 9
Author: Brad Welsh

Overall Satisfaction with Splunk AppDynamics

Use Cases and Deployment Scope

The State of Indiana uses AppDynamics to help support 500+ business critical applications for around 90 partner agencies. AppDynamics places us in a proactive position while supporting these applications for the constituents of Indiana. AppDynamics helps to deliver the best possible support and understanding surrounding these applications and reduces the mean-time-to-resolution when problems arise.

Pros and Cons

Pros

Flow mapping the application.
Identifying where in the application there is slowness.
Identifying problem database queries.
SecureApp is critical for identifying security holes in code.

Cons

High learning curve
Not always clear where problems lie
Instrumentations are a heavy lift at times.

Most Important Features

Clear view of all aspects of applciations
Code-Level instrumentation and view of apps
SecureApp and the data we receive from for remediation in code.

Return on Investment

BVA for one application reveals over 200k in ROI
As we mature with AppDymanics the ROI will far outweigh the cost of the product.

Usability

On a scale of 1 to 10, I would rate Splunk AppDynamics's overall usability as a 8-9. The platform offers robust monitoring and analytics capabilities, and its integration with various systems is quite powerful. The user interface is generally intuitive, and the dashboards provide valuable insights. However, there is a learning curve, especially for new users, and some advanced configurations can be complex without proper documentation or support. With continued improvements in user experience and onboarding resources, I believe the usability could be even stronger.

Alternatives Considered

Datadog, Dynatrace and Splunk Application Performance Monitoring (APM)

Overall value...AppDynamics won out in cost, support, and data returned for applications.

Key Insights

Do you think Splunk AppDynamics delivers good value for the price?

Yes

Are you happy with Splunk AppDynamics's feature set?

Yes

Did Splunk AppDynamics live up to sales and marketing promises?

Yes

Did implementation of Splunk AppDynamics go as expected?

Yes

Would you buy Splunk AppDynamics again?

Yes

Other Software Used

Device42, SolarWinds IP Address Manager (IPAM), IBM Security QRadar EDR

Likelihood to Recommend

AppDynamics sweet spots are Java and .Net applications. Some COTS (.net) and Java applications can be difficult to instrument. Getting the applications reporting is most crucial to being monitoring...so time is a factor.

Splunk AppDynamics Feature Ratings

Using Splunk AppDynamics

Users and Roles

200 - We currently have over 200 users leveraging Splunk AppDynamics across various roles within the organization. These users include technical staff such as developers, system administrators, and IT operations teams who utilize the platform for performance monitoring, troubleshooting, and infrastructure optimization. Additionally, business users and end users engage with AppDynamics to gain insights into application performance, user experience, and business transaction analytics. This cross-functional usage supports a wide range of business functions including IT operations, application development, customer support, and business intelligence.

Support Headcount Required

50 - We have over 50 individuals supporting Splunk AppDynamics on an ongoing basis. This includes a dedicated Application Performance Monitoring (APM) team, system administrators, database administrators, network engineers, and members of our security team. Additionally, we leverage Cisco Professional Services for specialized support and optimization.

Business Processes Supported

Application Performance Monitoring (APM)
End-User Experience Monitoring
Infrastructure Monitoring
Business Transaction Monitoring
Capacity Planning and Optimization

Innovative Uses

Proactive Incident Prevention Through Business Transaction Trends
Security Event Correlation
Executive-Level Dashboards for Strategic Decision-Making

Future Planned Uses

AI-Driven Root Cause Analysis
Business Impact Analysis
Enhanced DevSecOps Integration
Predictive Analytics for Capacity Planning

Likelihood to Renew

On a scale of 1 to 10, I would rate our likelihood to renew Splunk AppDynamics as a 10. Our leadership is fully committed to the State of Indiana’s Application Performance Monitoring (APM) Program, which has become a national leader within the SLED (State, Local, and Education) vertical. AppDynamics plays a critical role in our ability to deliver reliable, high-performing digital services to citizens and stakeholders. Its capabilities align closely with our strategic goals around operational excellence, proactive incident management, and data-driven decision-making, making it an indispensable part of our technology ecosystem.

Evaluating Splunk AppDynamics and Competitors

Products Replaced

Key Differentiators

Cloud Solutions
Scalability
Integration with Other Systems

Several factors influenced our decision to purchase Splunk AppDynamics, but the most important considerations included: Comprehensive Application Performance Monitoring (APM): The ability to monitor end-to-end application performance across complex environments was critical for ensuring reliability and responsiveness. Business Transaction Visibility: AppDynamics provides deep insights into business transactions, allowing us to correlate technical performance with business outcomes. Integration Capabilities: Seamless integration with our existing infrastructure and other monitoring tools was essential for a unified observability strategy. Scalability and Flexibility: The platform’s ability to scale with our growing needs and adapt to both on-premises and cloud environments was a key advantage. Support and Partnership with Cisco: Access to Cisco’s professional services and their commitment to our success added significant value to the solution. The single most important factor in our decision was AppDynamics’ robust APM capabilities, which aligned perfectly with the State of Indiana’s strategic vision for its Application Performance Monitoring Program. The platform’s ability to provide real-time, actionable insights into application health and user experience was instrumental in positioning our program as a national leader in the SLED vertical.

Evaluation Lessons Learned

If we had to go through the evaluation and selection process again, one change we might consider is involving a broader cross-section of stakeholders earlier in the process—including more business users and security teams—to ensure their needs and perspectives are fully captured from the outset. While our technical teams led a thorough evaluation, expanding the scope could have helped us identify additional use cases and integration opportunities sooner. Additionally, we might place greater emphasis on proof-of-concept (PoC) testing across a wider range of applications and environments. This would allow us to better understand how AppDynamics performs under different workloads and how it integrates with our existing tools and processes. Overall, while we’re very satisfied with our decision, refining the evaluation process to be even more inclusive and hands-on could have accelerated adoption and maximized value from day one.

Splunk AppDynamics Implementation

Implementation Rating

On a scale of 1 to 10, I would rate our satisfaction with the implementation of Splunk AppDynamics as a 9. The deployment process was smooth and well-coordinated, thanks to the collaborative efforts between Cisco Professional Services, our internal business stakeholders, and agency technical teams. Key Insights from the Implementation: Cross-functional Collaboration Was Critical: Engaging both technical and business teams early in the process ensured that the platform was configured to meet a wide range of operational and strategic needs. Value of Expert Guidance: Cisco’s Professional Services provided invaluable expertise, helping us navigate complex configurations and tailor the solution to our environment. Their involvement accelerated deployment and ensured best practices were followed. Importance of Planning and Communication: A well-defined implementation roadmap and regular communication across teams helped us stay aligned, manage expectations, and address challenges proactively. Scalable Architecture: We designed the implementation with scalability in mind, allowing us to expand usage across agencies and applications without major rework. Overall, the implementation laid a strong foundation for our APM program and positioned us for long-term success.

Implementation Details / Implementation Partner

Implemented in-house

Implementation Phases

Yes - Yes, the implementation of Splunk AppDynamics was broken up into well-defined phases to ensure a smooth and scalable rollout. The phased approach allowed us to manage complexity, engage stakeholders effectively, and tailor the deployment to our organizational needs. The key phases included: Planning and Assessment: We began by identifying key applications, infrastructure components, and business processes that would benefit most from AppDynamics. This phase involved stakeholder alignment, defining success criteria, and establishing a roadmap for deployment. Pilot Deployment: A limited set of applications were selected for initial implementation to validate configurations, test integrations, and refine our approach. This phase helped us identify potential challenges and gather feedback from technical and business users. Full-Scale Rollout: With lessons learned from the pilot, we expanded the deployment across additional agencies and applications. Cisco Professional Services played a critical role in guiding this phase, ensuring best practices were followed and configurations were optimized. Training and Enablement: We conducted targeted training sessions for technical teams, business users, and stakeholders to ensure effective adoption and utilization of the platform’s capabilities. Optimization and Continuous Improvement: Post-deployment, we focused on refining alerting policies, enhancing dashboards, and integrating AppDynamics with other monitoring and incident management tools. This phase is ongoing, with continuous collaboration between our internal teams and Cisco to maximize value. This phased approach was key to our successful implementation and helped establish a strong foundation for our APM program.

Change Management Lessons

Change management was a small part of the implementation and was well-handled - Organizational change management was a relatively small part of our Splunk AppDynamics implementation, but it was handled effectively. Our teams were already familiar with performance monitoring concepts, which helped streamline adoption. The clear communication and collaboration between Cisco Professional Services, our internal technical teams, and business stakeholders also played a key role in minimizing disruption. Key Lessons Learned: Early Stakeholder Engagement Matters: Involving both technical and business users from the beginning helped ensure alignment on goals and expectations, reducing resistance and increasing buy-in. Tailored Training Accelerates Adoption: Providing role-specific training and resources helped users quickly understand how AppDynamics could support their day-to-day responsibilities. Clear Communication Reduces Friction: Transparent updates and consistent messaging throughout the implementation helped manage expectations and build trust across teams. Leverage External Expertise: Partnering with Cisco Professional Services provided not only technical guidance but also change management support, which was instrumental in navigating organizational dynamics. While change management wasn’t a major hurdle in our case, these lessons reinforced the importance of thoughtful planning and stakeholder involvement in any enterprise technology deployment.

Implementation Issues

Complexity of Integrating with Legacy Systems
Initial Performance Tuning
Data Volume and Retention Planning

Splunk AppDynamics Training

Training Types Used

Online Training

In-Person Training

Online Training

On a scale of 1 to 10, I would rate the online training for Splunk AppDynamics as a 7. The training was generally acceptable and covered the core concepts and functionality of the platform. However, there were some challenges with communication during sessions—particularly around clarity and instructor engagement—which occasionally made it difficult to fully grasp certain topics. Additionally, the training could benefit from being more focused and tailored to specific roles or use cases. A more structured approach with clearer learning paths and practical, hands-on examples would enhance the overall effectiveness and help users apply the knowledge more confidently in real-world scenarios.

Configuring Splunk AppDynamics

Product Configurability

On a scale of 1 to 10, I would rate the configurability of Splunk AppDynamics as an 8. The platform offers a wide range of customization options—from defining health rules and alerting policies to building tailored dashboards and configuring business transactions. This level of flexibility allows us to adapt the tool to our specific organizational needs and application environments. That said, while the configurability is robust, it can sometimes feel extensive and complex, especially for teams new to the platform. Certain advanced configurations require deep technical expertise and a solid understanding of application architecture, which can be a barrier to quick adoption. Overall, I would say the configurability is appropriate for an enterprise-grade APM solution, but there’s room for improvement in simplifying some of the more advanced setup processes and providing clearer guidance or templates to accelerate configuration.

Configuration Lessons

Best Practices for Configuring Splunk AppDynamics Start with a Clear Monitoring Strategy Define key business transactions and critical application components before diving into configuration. Align monitoring goals with business outcomes to ensure meaningful insights. Use Tiered Health Rules Create layered health rules for different severity levels (e.g., warning vs. critical). Avoid over-alerting by setting thresholds based on historical performance data. Leverage Auto-Discovery, Then Customize Use AppDynamics’ auto-discovery to quickly map application flows. Refine and customize discovered components to ensure accuracy and relevance. Focus on Business Transactions Prioritize configuration of business transactions that reflect real user interactions. Use naming conventions and categorization to keep transactions organized and easy to analyze. Integrate with Existing Tools Connect AppDynamics with your incident management, logging, and CI/CD tools to streamline workflows. Use APIs and extensions to automate tasks and enrich data. Optimize Dashboards for Stakeholders Create role-specific dashboards (e.g., for developers, operations, business leaders).Use widgets and filters to highlight KPIs and trends relevant to each audience. Regularly Review and Tune Configurations Schedule periodic reviews of health rules, alerts, and dashboards to ensure they remain aligned with evolving systems and priorities. Use feedback from users to refine configurations and improve usability. Document Configuration Standards Maintain clear documentation of your configuration practices, naming conventions, and alerting logic. This helps with onboarding new team members and ensures consistency across teams.

UI Customization

No - we have not done any customization to the interface

Extensibility and Customization

No - we have not done any custom code

Additional Customization Considerations

Not at this time.

Splunk AppDynamics Support

Support Rating

On a scale of 1 to 10, I would rate the overall support for Splunk AppDynamics as a 7. While the platform itself is robust and offers valuable capabilities, we’ve experienced some challenges with support responsiveness and issue resolution timelines. In several instances, delays in receiving timely assistance have impacted our ability to quickly address performance concerns. That said, we appreciate the expertise of the support team when engaged, and we’ve seen improvements over time. We’re hopeful that continued investment in support resources and streamlined escalation processes will enhance the overall experience and better align with the critical nature of our APM operations.

Splunk AppDynamics Customer Support Pros and Cons

Pros	Cons
Kept well informed	Slow Resolution Poor followup Problems left unsolved Escalation required Need to explain problems multiple times Support doesn't seem to care Slow Initial Response

Premium Support

We have not purchased premium support for Splunk AppDynamics at this time. However, it is currently under consideration as part of our upcoming Enterprise Agreement renewal. As our usage of AppDynamics continues to grow and the platform becomes increasingly critical to our operations, we recognize the potential value of enhanced support services to ensure faster issue resolution, proactive guidance, and improved overall responsiveness.

Bug Resolution

Yes - Yes, we have experienced and reported bugs within the Splunk AppDynamics platform. While some of these issues have posed challenges, Cisco Professional Services has been instrumental in driving resolution efforts. Their involvement has significantly improved the turnaround time and ensured that the bugs were addressed effectively. Although the initial support response times have occasionally been slower than expected the collaboration with Cisco has helped us navigate and resolve these issues to our satisfaction.

Exceptional Examples of Splunk AppDynamics Support

Yes, there was a notable instance when Cisco provided exceptional support for Splunk AppDynamics. We encountered a complex bug that was impacting the accuracy of our business transaction monitoring across several critical applications. The issue was affecting our ability to track performance metrics and respond to incidents effectively. Cisco Professional Services stepped in promptly, dedicating resources to investigate the root cause and coordinate directly with the AppDynamics product team. Their deep technical expertise and proactive communication were instrumental in not only identifying the issue but also implementing a fix and validating the solution in our environment. They kept us informed throughout the process and ensured minimal disruption to our operations. This experience demonstrated Cisco’s commitment to our success and reinforced the value of having a strong support partnership, especially when managing mission-critical systems.

Using Splunk AppDynamics

Usability Pros and Cons

Pros	Cons
Like to use Relatively simple Well integrated Consistent Convenient Feel confident using Familiar	Requires technical support

Easy Tasks

Real-Time Application Flow Mapping
Business Transaction Monitoring
Alert Configuration and Policy Management
End-User Monitoring (EUM)

Difficult Tasks

Custom Instrumentation and Configuration
Data Retention and Historical Analysis
User Role and Permission Management
Alert Noise and Tuning

Splunk AppDynamics Reliability

Scalability

On a scale of 1 to 10, I would rate the overall scalability of Splunk AppDynamics as a 7. The platform is designed to support enterprise-wide deployments across multiple departments and sites, and it performs well in large-scale environments. Its architecture allows for horizontal scaling and supports a wide range of application types and infrastructures. However, the agent management and deployment process can be complex and time-consuming, especially when onboarding a large number of applications or systems. Coordinating agent installation, configuration, and updates across diverse environments requires careful planning and often significant manual effort. Streamlining these processes—perhaps through more centralized management tools or automation—would enhance scalability and reduce operational overhead. Despite these challenges, once deployed, AppDynamics scales effectively and provides consistent performance and visibility across the enterprise.

Reliability and Availability

On a scale of 1 to 10, I would rate the availability of Splunk AppDynamics as a 9. Overall, the platform has proven to be highly reliable and is available when we need it. It consistently supports our monitoring and performance management needs across critical applications and infrastructure. There have been occasional issues with platform availability, such as intermittent application errors or brief unplanned outages. However, these instances have been infrequent and typically resolved quickly, minimizing any significant impact on operations. The stability and uptime of the platform have met our expectations, and we continue to rely on it as a core component of our APM strategy.

Performance

On a scale of 1 to 10, I would rate the performance of Splunk AppDynamics as a 6. While the platform generally delivers the expected functionality, we’ve experienced periodic slowness—particularly with page loads and report generation. These performance issues can be frustrating, especially when trying to quickly access critical data during incident response or analysis. One contributing factor may be our use of a shared controller environment with other enterprises, which can introduce resource contention and impact overall responsiveness. In some cases, this has led to delays in accessing dashboards or completing complex queries. Despite these challenges, the platform remains a valuable tool, and we’re exploring options to improve performance, including potential changes to our deployment model and support agreements.

Integrating Splunk AppDynamics

Ease of Integration

On a scale of 1 to 10, I would rate Splunk AppDynamics for ease of integration as a 7. The platform offers a wide range of integration capabilities with third-party tools and systems, which is a strong advantage. However, we’ve encountered some challenges when integrating with specific technologies, such as F5 load balancers. These integrations required additional effort, customization, and coordination across teams to implement successfully. That said, we’ve been able to overcome most of these challenges through collaboration with our internal technical teams and support from Cisco Professional Services. Once properly configured, the integrations have added significant value by enhancing visibility and enabling more comprehensive monitoring across our environment. Overall, while the integration process can be complex depending on the systems involved, the flexibility of AppDynamics makes it a solid choice for enterprise environments with diverse technology stacks.

Systems Integrated With

F5 Load Balancers
ServiceNow
Splunk Enterprise
Cloud Platforms (AWS & Azure)

The depth of integration with Splunk AppDynamics in our environment is moderate to advanced, depending on the system. For some platforms, such as ServiceNow and Splunk Enterprise, the integration is fairly deep allowing for automated incident creation, data correlation, and enhanced observability across logs and performance metrics. These integrations have been instrumental in streamlining workflows and improving incident response times. For other systems, such as F5 load balancers, the integration was more challenging. It required custom configurations and coordination across multiple teams to ensure accurate data collection and visibility. The complexity stemmed from the need to align AppDynamics agents with network traffic patterns and ensure compatibility with existing infrastructure. Difficulty Level: Achieving these integrations ranged from straightforward to complex. While AppDynamics provides APIs and documentation, some integrations—especially with legacy or highly customized systems—required significant effort, including Custom scripting and configuration Deep understanding of both AppDynamics and the target system Support from Cisco Professional Services for troubleshooting and optimization Despite the challenges, the integrations have added substantial value, and the lessons learned have helped us develop repeatable processes for future deployments.

Future Integration Plans

Identity and Access Management (IAM) Platforms
Configuration Management Databases (CMDB)
Enterprise Data Warehouses and BI Tools
IT Automation and Orchestration Tools

I believe most vendors have some level of support for these integrations.

Types of Integration

File import/export
Single Signon
API (e.g. SOAP or REST)
ETL tools

Not at this time.

Integration Lessons Learned

1. Identify All Required Integrations Begin by cataloging all systems and platforms that need to interface with Splunk and AppDynamics. Key integrations may include Identity and Access Management (IAM): Azure AD, Okta, LDAP for unified authentication and role-based access control. F5 Load Balancers: For injecting AppDynamics EUM agents and monitoring traffic patterns. Cloud Platforms: Azure: Integration with Azure Monitor, App Services, and Resource Meticais: Integration with CloudWatch, CloudTrail, EC2, ECS, and Lambda. Custom ETL Pipelines: For ingesting business-specific metrics and logs into Splunk and AppDynamics using APIs or HTTP Event Collector (HEC). Network and Security Tools: Firewalls, proxies, and SIEM systems for comprehensive observability.2. Prioritize Integrations Based on Business Impact 3. Collaborate with Cisco Professional Services Engage Cisco’s experts to: Validate integration architecture and design. Assist with configuration of AppDynamics agents and Splunk connectors. Ensure best practices for scalability, performance, and security. Provide training and documentation for long-term sustainability.4. Coordinate with Agency Stakeholders Work closely with internal and external stakeholders to: Align integration goals with business and operational priorities. Define data ownership, access policies, and compliance requirements. Establish timelines, testing protocols, and success metrics. Ensure change management and user adoption strategies are in place. Implementation and Validation Develop a phased rollout plan starting with high-priority integrations. Conduct integration testing and performance validation. Monitor and optimize data flows and dashboards. Document configurations and provide knowledge transfer sessions.

Relationship with Cisco

Pre-Sale Experience

Cisco was highly responsive and supportive throughout the sales process, demonstrating a strong understanding of our technical needs and offering valuable solutions. Their team was knowledgeable and proactive, which contributed to a smooth and efficient procurement experience. However, I’ve rated them a 9 instead of a perfect 10 because there were moments when the focus remained on selling additional products or services even after the initial sale was completed. At that stage, our priority shifted toward solving specific business challenges and implementing the purchased solutions effectively. A more consultative approach post-sale—centered on value realization rather than continued sales—would have enhanced the experience further.

Post-Sale Experience

Cisco has proven to be a fantastic partner post-sale, demonstrating a high level of commitment and support throughout the State of Indiana’s APM Program build and platform implementation. Their team has been responsive, knowledgeable, and proactive in helping us navigate technical challenges and align solutions with our strategic goals. The reason for not assigning a perfect 10 is simply to acknowledge that, while the overall experience has been excellent, there is always room for continued improvement and refinement. Maintaining a strong focus on partnership and problem-solving—as opposed to ongoing sales—will ensure continued success and alignment with our business objectives.

Professional Services

Our experience with the professional services team supporting Splunk AppDynamics has been exceptional. They demonstrated deep technical expertise, strong collaboration skills, and a clear understanding of our business objectives. Their guidance was instrumental in the successful implementation of our APM program and platform integration. The rating of 9 reflects our high level of satisfaction, with a small margin left to acknowledge that continuous improvement is always possible. Overall, their support has been a key factor in the success of our deployment.

Key Negotiation Points

During the procurement process, we were able to negotiate several key terms with the vendor that aligned with the State of Indiana’s strategic and operational needs: Pricing and Discounts We secured favorable pricing through volume discounts and multi-year commitments, ensuring cost-effectiveness and long-term value. Flexible Licensing Model The vendor provided flexibility in licensing to accommodate our evolving usage patterns and future scalability needs. Professional Services Engagement We negotiated dedicated support from Cisco’s Professional Services team, which has been instrumental in the successful implementation of our APM program. Training and Enablement The agreement included training sessions and enablement resources to ensure our internal teams could effectively manage and optimize the platforms. Support and SLAs Enhanced support terms and service-level agreements (SLAs) were established to ensure timely issue resolution and ongoing operational reliability. Implementation Timeline and Milestones We worked with Cisco and agency stakeholders to define clear implementation milestones, ensuring alignment with project timelines and business priorities.

Contract Terms and Pricing Model

While the overall value of the Splunk AppDynamics platforms is strong, the pricing structure and contract terms can be complex and difficult to navigate. Unit pricing, licensing tiers, and billing frequency are not always intuitive, which can make it challenging to align purchases with the State’s evolving needs. I rely heavily on our Account Manager to help interpret and tailor the licensing model to our specific requirements. Their support has been invaluable in ensuring we make informed decisions. The most impactful change would be to simplify the licensing and pricing model. Clearer documentation, more transparent pricing tiers, and streamlined purchasing processes would significantly improve the experience and reduce administrative overhead.

Dealing with Cisco

1. Establish Clear Objectives Early Define your business goals and technical requirements upfront. Share these with the vendor to ensure alignment and avoid unnecessary upselling.2. Leverage Your Account Manager Build a strong relationship with your Cisco Account Manager—they can be a valuable advocate for your needs. Use them to navigate complex licensing models, escalate support issues, and coordinate with internal Cisco teams.3. Request Simplified Licensing and Pricing Documentation Ask for clear, scenario-based licensing guides tailored to your environment. Request a breakdown of costs by product, feature, and usage to better understand total cost of ownership.4. Engage Professional Services Strategically Use Cisco Professional Services for complex implementations, architecture reviews, and best practice guidance. Clearly define deliverables, timelines, and success criteria in your services engagement.5. Involve Stakeholders Early Include agency stakeholders in planning and decision-making to ensure buy-in and smooth implementation. Regularly communicate progress and challenges to maintain transparency.6. Negotiate for Flexibility Seek flexible terms around licensing, scaling, and contract renewals. Consider multi-year agreements with built-in reviews to adjust based on evolving needs.7. Focus on Value Realization Shift post-sale conversations from additional sales to maximizing the value of existing investments. Request roadmaps, use case workshops, and ROI assessments to guide platform adoption.8. Document Everything Keep detailed records of agreements, configurations, and decisions. This helps with future audits, renewals, and internal knowledge transfer.

Upgrading Splunk AppDynamics

Upgrade Process

Yes - Yes, the upgrade process was well-coordinated and executed with minimal disruption to operations. The vendor provided clear documentation and support, which helped ensure a smooth transition. Yes, while the upgrade was largely successful, there were a few unexpected impacts that required attention. These included minor configuration adjustments and updates to agent compatibility. Fortunately, our professional services team and vendor support were responsive and helped us quickly resolve these issues.