Website monitoring support – clients rave about SciVisum support team

Date: 23rd September 2011
Author: Deri Jones

It’s been a  busy month, with a number of new clients coming on board who have upgraded from other suppliers’ traditional, basic services to our more sophisticated approach to website monitoring:  ‘Do what the Customer Does – No really – Do What They do , not a simplified series of static page hits’.

But this week two specific instances really prove just how important that appraoch to monitoring methodolgy really is.  In fact, now that I think of it there are actually three instances if you count our remarkable Microsoft Azure performance testing results.*

New clients obviously don’t have experience of working closely with our Client Support Team, beyond the mid trial data exploration session at the time they are making their initial supplier choice,  so the key factors for them are the benefits of our approach, the insight into what’s really happening to their users online, and our intuitive portal interface that providers richer data for a wider audienceof  both Business and Technical users.

We do mention at planning meetings with new folk that our clients rate our Customer Support as one of our strengths, so it’s always nice to hear more proof.

Firstly, an existing client renewed a long term contract with us – and so impressed are they with how our services have helped them improve their website effectiveness, that they offered to put our logo on their website, with a ‘monitored by SciVisum’ message.

That was astounding! End users shopping on retailers websites have most likely not heard of SciVisum, we are the invisible protectors of thier user experience.

However, if they come to realise that many of the sites they use that provide that level of service and reliability all have an underlying point in common, maybe they will start to look out for it. In any case, all these consumers may well be people who work in IT, or Operations, or eCommerce or Online Marketing   – in fact it’s getting harder to find a job these days that has no relationship to online services at all!

So for a client to be so proud of us that they want to put our logo on their B2C site – that’s an wonderful accolade. And 100% unexpected.

The 2nd proof this week of happy clients, was this email exchange I was forwarded today.

This client has been with us, oh maybe 5 years.

Our comprehensive monitoring approach had flagged up to them a problem that might be affecting just a small percentage of their users – based on some funny browser compatibility issues.

But our fanatical about support team (with nods to rackSpace!), went the extra mile, and gave the client chapter and verse.

If we’ve helped them to plug a hole that was leaking 2.5% of their users – they join the ranks of other website monitoring clients where we have achieved similar gains.

This is what the client emailed back.

Thanks Sarah,
This was actually a  good catch for us. We have our developers working on a fix for this now and I think it was affecting about 2.5% of our users. Well done to your team for catching it and thanks for the extra info!

John

On 23 September 2011 10:00, Sarah wrote:

Hi John,
I understand you’re interested to know if the redirect is an issue occurring on specific versions of Firefox –
the tech team have done a  little more research:-

and have managed to test the site on multiple versions of Firefox (1.0, 1.5, 2.0, 3.0, 3.5, 3.6, 4.0, 5.0, 6.0 and 7.0Beta), any version of firefox pre Firefox 4 suffers the same redirect problem. However, if one runs the earlier versions of Firefox with javascript disabled we can avoid the problem as well. Firefox 4 and upward used a new javascript engine as compared to Firefox 3.6 so it’s entirely possible that something in the javascript and the way its being handled is causing this problem with the older firefox javascript engines, where the more recent versions are able to deal with it better and not force an unexpected redirect.

Another point of difference between the two is all previous versions of Firefox were using Gecko 1.x as their underlying engine where Firefox 4.0 and up have upgraded to Gecko 2.0 and up. However as this is only the layout engine the guys  don’t suspect it could be causing this issue.

If you need any more information give me a shout.


*PS: Microsoft Azure user?

Coming soon we’ll have a fantastic account of how we sorted out a significant issue for a client this month with a site that uses the  Microsoft Azure cloud.

For now suffice it to say that it was only once our website load testing against the Azure cloud had conclusively proven the performance issue was with the specific API call used that Microsoft agreed to pile in lots of free engineers to look into the issue with the site. Confidence, or lack of it,  in your cloud supplier is an increasingly important issue. The cloud being as elastic as it is, performance under load is not always what you’d expect.

Contact us if you are experiencing your own Azure issues at the moment, or suspect that Azure may be part of a problem, and we maybe able to give you specific tips or carry out some testing to conclusively prove the case either way.

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