Great Network Monitoring application, but Support needs improvement.
April 09, 2019
Great Network Monitoring application, but Support needs improvement.
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with ScienceLogic SL1
ScienceLogic is used for monitoring network devices across our Global Infrastructure, alerting us to active and potential problems which could impact our business processes.
- ScienceLogic provides alerts for Applications and servers which either drop from the network (or go offline), as well as when critical Operating Thresholds are crossed, like CPU, Memory, filesystem utilization, and any number of other measurable criteria we need monitored.
- In addition to devices, we also monitor Web Sites (URLs) for specific http response codes and messages using ScienceLogic
- We integrate ScienceLogic with other applications like Service Exchange for automated Incident ticket creation, and AlertSite which is used for more intensive WebSite Monitoring like Synthetic User Experience simulations (i.e: eCommerce transactions).
- We provide our Customers with ScienceLogic Dashboards which provide them quick heads-up status on their Project environments which they use on a regular basis throughout their business days to get rapid health checks on their environment.
- Our Global Command Center uses ScienceLogic to track all Critical and Major alerts and bring in appropriate Support Teams as required in order to have Major Incidents addressed in an urgent matter.
- As a Network Monitoring Engineer, I open Cases with SL Support on a regular basis. The biggest area I see for improvement is turnaround in Problem Resolution. Waiting months for a problem to be addressed is totally unacceptable. They site response in 24 hours, but getting an email that just acknowledges that my ticket has been received is a lame excuse for meeting that response criteria. Also, I have had cases where it took so long to get a ScienceLogic Engineer to look at the issue that all the pertinent logs are gone. The idea of "if we wait long enough the problem will go away" is not a good model for successful support strategies. Lately, I find the first contact on my cases to be from a 1st line ScienceLogic Support Admin who knows less about their product than I do. This is a total waste of time and cost for both us and ScienceLogic. I'd already rather wait for someone who actually has some insight and ability to fix the problem.
- I have submitted several feature requests but have never seen any of mine, nor others that I am aware of, acted on. After several release upgrades over the past couple of years, nothing stands to me as any significant feature enhancements. I have never been invited to any unveiling's, announcements or product demonstrations of new product releases.
- Please offer Webex sessions more rapidly/up front. They have shown the best results from a customer perspective. It seems like after exhausting every effort to tap any and all information from the customer (even irrelevant data), will ScienceLogic finally consider starting a Webex. Again, much time is wasted before 'progress' in Issue closure occurs.
- Overall, ScienceLogic improves your Support turnaround on open cases.
Not Sure
ScienceLogic gives us visibility on devices across our infrastructure without us having to have admin/personal access directly to any of the devices. It is powerful without providing access to risk exposure.
We monitor new product environments, but can not go into further detail.
ScienceLogic integrates well with our Tickets and email systems.
- Integration with Service Exchange is where we have made most of our advances... From Incident ticket automation to pulling Support Contact information for those ticket assignments.
- ScienceLogic alerts are often our first indicator for network problems... working as designed.
- Due to the complexity of Alert Automation policies, alerts can fail to trigger notices to the correct teams, or fail to trigger notification completely (due to programmer error on our part). I'd like to see improvements in methods for validating/testing Automation policies without having to trigger 'live' alerts on Production devices to ensure they work.
- I would like to see better performance tuning assistance from ScienceLogic Engineers. We have seen DB issues, loss polling cycles, unexpected HA DB Fail Over issues, often related to poorly configured settings within the ScienceLogic Application. Focus in this area would promote a more reliable product when it is running under load.
AlertSite is used for more complex Website Monitoring.