KEMP360 Vision™

ENHANCED APPLICATION DELIVERY INFRASTRUCTURE AVAILABILITY AND PERFORMANCE WITH PROACTIVE ALERTING AND ESCALATION BY KEMP SUPPORT ENGINEERS

KEMP 360 Vision™ is a proactive application delivery infrastructure monitoring service delivered 24/7/365 by KEMP Customer Support. The service collects key application availability, reachability and performance metrics and in the event of a defined limit being breached will initiate a notification and remediation process.

When an issue is notified by the KEMP 360 Vision service, KEMP Support Engineers utilize their extensive knowledge and expertise to rapidly identify the root causes and provide the appropriate remediation. On a 24/7 basis, KEMP Support act as an extension to existing resources bringing enhanced load balancing skillsets and hands on knowledge of common workload environments.

The service provides an easily digestible snapshot of issues, events and workload availability along with consolidated reporting across all application workloads. The service can consolidate performance and availability metrics from multiple platforms including public cloud, on premise and hosted environments into a single point of notification and escalation.

Feature Benefit
Proactive issue escalation Immediately leverages the skills and knowledge of the KEMP Customer Support team for quicker identification, diagnosis and resolution of issues
Real-time notification of issues Identify issues early enabling resolution before the end user experience is impacted
24/7 monitoring by KEMP Support Reduce application support costs as KEMP support team deliver round the clock coverage of application delivery resources
Predefined thresholds and events Ensures coverage of the widest possible range of application, network and ADC metrics
Application availability measurement and reporting Avoid complex, time-consuming, manual and error-prone SLA measurement with integrated availability and performance reports

Customer Scenario 1

Without KEMP 360 Vision

KEMP LoadMaster is being used to load balance HTTPS service across multiple real servers. Clients find the site unreachable on occasions (typically at around midnight every night) but service is typically restored shortly afterwards. No tickets are logged with the customer’s internal support team.

With KEMP 360 Vision

The KEMP 360 Vision service alerts the KEMP Support Team at midnight of the service outage. The KEMP Engineer, using the information collected by KEMP 360 Vision, identifies the root cause as increased network traffic on the application delivery network. As the event has passed, the notification is marked as per the service agreement for action the next working day when an engineer contacts the customer to discuss the situation. The issue is quick identified as being a backup process that is swamping a segment of the network. By moving the backup to a different network, the intermittent unreachability issues no longer happen.


Customer Scenario 2

Without KEMP 360 Vision

KEMP Loadmaster is being used to load balance Microsoft Exchange for a growing organization. As the organization grows it is found that at certain periods email updates take a little longer than expected.

With KEMP 360 Vision

LoadMaster is being used to load balance Microsoft Exchange. KEMP 360 Vision Monitor detects TPS and SSL transactions exceeding thresholds (though still within LoadMaster capabilities). The customer is notified of this and a remote session is arranged with a support engineer. Customer support analysis indicates a high level of traffic and after consultation agreed that the traffic levels have increased considerably since initial deployment. The customer also indicates plans for adding support for ActiveSync email access. It is decided that a full dimensioning calculation should be done in order to future proof against the traffic growth. Based on this it is determined that an upgrade be arranged for a maintenance window arranged for the following month along with implementation of ActiveSync services. This is completed successfully with no impact on Exchange Subscribers.


Customer Scenario 3

Without KEMP 360 Vision

LoadMaster is being used to load balance requests for an application across multiple web servers. Intermittently it is found that certain users have to re-authenticate during their sessions. In response to the issue, the customer contacts KEMP and a support ticket is created. Further debugging and extensive logging is configured to gather more information. After a reoccurrence, investigation into the issue shows the reason for the connections dropping is due to servers failing health checks and this is caused by high traffic load. Additional logging is enabled and the root cause is identified as a real server failure due to overload. An analysis of the load balancer setup shows that the server weighting is misconfigured and sending an excessive amount of requests to a single server.

With KEMP 360 Vision

KEMP 360 Vision alerts the KEMP Support Team of a level of re-authentication that is outside operational norms. Using logs and performance data provided by KEMP 360 Vision, the KEMP Engineer quickly identifies an unbalanced workload across the application servers and a misconfiguration flagged as the root cause. The next working day, the issue is notified to the customer who is provide with a best-practice configuration appropriate to their workload.