Monitoring User Experience of the Cloud

In this blog, we are going to talk about metrics to build into service level agreements and learn how to track the quality of service users of SaaS and cloud applications actually experience.

Q&A With Vik Chaudhary, VP of Product Management and Corporate Development, Keynote Systems

Phil Waineright: I’m glad to have you with us because your — Keynote — is a SaaS provider itself, but you also actually work with SaaS and cloud companies who make use of your services, don’t you?

Vik Chaudhary: That’s right. In fact we do both. We started out as a cloud company and a SaaS company, well before those words were even invented, back 14 years ago. And today, we work with about 2800 different companies all over the world; SaaS companies are among them.

Phil Waineright: Right. So okay. So this part of the business is serving traditional enterprise businesses but part — a growing part I suppose of the business — is serving the cloud vendor community of one type or another.

Vik Chaudhary: As it turns out, the cloud vendor community is — especially in the SaaS world — is growing to include businesses that are using SaaS vendors very effectively. And because businesses typically care about their online performance and customer experience, they happen to look to us to help moderate the conversation between them and the SaaS providers so we can assure that performance and reliability of their applications are really top-notch.

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Cloud Computing Insights

In a private network world you would have to build and pay for a lot of stuff yourself: multiple data centers, double the hardware, internet access connections on opposite sides of the building, etc. Very quickly the cost of high availability gets prohibitive, locking out all but the deepest of pockets. 

With Cloud Computing,  having access to redundant data centers is just a matter of purchasing the right performance monitoring tools and the engineering time in programming your applications and operational systems to take full advantage of on demand resources. In the end you only pay for what you use of the infrastructure, not what you might need as is the case when doing it yourself. 

Cloud Computing is not outsourcing, this implies a transfer of risk and responsibility. Cloud Computing is a powerful tool to increase performance and availability many fold while reducing costs, if it’s used correctly.

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