May 27, 2020 | By Vishwa Krishnakumar
One of the first things incident managers do when they get an alert page from Zenduty is to check the “Context” tab of the incident. Incident context is extremely critical to get a first responder’s view of what happened and what could possibly have caused it. Context tells you what happened before an incident. In the case of 40–50% of all incidents, Zenduty’s incident context can tell you within 5–10 seconds, what could be the cause of an incident.
May 21, 2020 | By Vishwa Krishnakumar
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.
May 10, 2020 | By Vishwa Krishnakumar
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.
May 1, 2020 | By Vishwa Krishnakumar
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.
Apr 24, 2020 | By Vishwa Krishnakumar
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?
Jun 8, 2020 | By Zenduty
Microsoft Dynamics is a line of enterprise resource planning and customer relationship management software applications. Microsoft markets Dynamics applications through a network of reselling partners who provide specialized services. Microsoft Dynamics forms part of "Microsoft Business Solutions". The Zenduty-Dynamics integration helps you escalate critical cases/incidents to the right team, proactively alert them about SLA violations and bring in SMEs and stakeholders into high priority cases. To know more about the Integration,
May 29, 2020 | By Zenduty
Incident Priorities and SLAs in Zenduty Incident SLAs let you set acknowledgement and resolution SLAs for your incidents. SLAs allow your teams to prioritize incidents as well as increase transparency amongst incident stakeholders - support, account managers and management. Incident priority is the sequence in which an Incident or Problem needs to be resolved, based on Impact and Urgency. Priority also defines response and resolution targets associated with Service Level Agreements. Each team in Zenduty can define their own priorities like P0/P1/P2/P3 or L0/L4/L16 etc.