Cloud-based Application Hosting Provider Leverages Visibility from ExtraHop's Wire Data Analytics Platform to Reduce Citrix Login Times by 30 Percent and Storefront Login Times by 50 Percent
SEATTLE, WA – May 15, 2014 – ExtraHop, the global leader in real-time wire data analytics for IT operational intelligence, today announced that Claris Networks is using the ExtraHop wire data analytics platform to gain deep visibility across all layers of its cloud-based application hosting environment. This powerful insight enables them to take a proactive approach to identifying and troubleshooting application performance problems.
Many organizations are turning to IT and cloud hosting services for greater scalability and a more manageable cost structure. As a leading cloud hosting provider, Claris Networks hosts organizations' most sensitive and mission-critical applications, particularly those in the healthcare and ecommerce sectors. Claris promises a policy-compliant environment as well as 99.99% uptime, round-the-clock expert support, and a predictable cost structure. In order to keep those promises, Claris needed complete visibility across every application in its hosted environment.
"To keep trust with our clients, we need to know immediately when performance starts to deteriorate and take action," said Tom Chitwood, Advanced Infrastructure Manager at Claris Networks. "We need real-time visibility for every application we are asked to run, whether it's a web storefront, electronic medical records system, or ERP application."
Claris also needed that visibility to be accessible not only for the network engineers, but for the entire IT staff, including the service desk personnel who are on the front lines of customer care. While traditional monitoring tools offered Claris some utility for highly-trained network engineers, the ExtraHop wire data analytics platform was the only solution that enabled the entire organization to understand end-user experience for any given application, and then move through each tier—including web, database, network, and storage—to rapidly identify and troubleshoot the root cause of the problem.
"ExtraHop presents Layer 2 through Layer 7 data in a way that everyone can understand, not just those with deep technical expertise," said Chitwood. "Our Tier 2 and Tier 3 support staff use ExtraHop to triage and troubleshoot a majority of performance issues that they would have previously escalated to my team. All told, we've been able to reduce the number of escalated instances by 60 percent."
When an escalation is necessary, the Advanced Infrastructure team also uses ExtraHop to extract application-level details crucial to troubleshooting complex problems. "When we first installed ExtraHop, we were able to see a wealth of information that we could not previously. Now, not only can we more effectively troubleshoot problems, we're able to make information recommendations to the client's application development team or the third-party vendor responsible for the software, helping to prevent problems down the line," said Chitwood.
"Many large organizations rely on Claris Networks to provide them with cloud and IT infrastructure for their business-critical applications," said Jesse Rothstein, CEO, ExtraHop. "For Claris, earning their customers' trust means ensuring the consistent performance, availability, and security of those applications. With ExtraHop, they now have the visibility they need to confidently and proactively identify and remediate application problems before they affect a customer's bottom line."
Claris also uses ExtraHop to expand its business. ExtraHop empowers Claris to prove to prospective customers how responsive their applications can be when hosted in Claris datacenters. The ExtraHop platform provides detailed response time metrics for every transaction and user session, including how much time it takes for the server to process the request and the network transfer time.
"Visibility is paramount for us because it fosters not only better relationships with our existing clients, but helps us to lay the foundation for new customer engagements. We can never have enough visibility," says Chitwood. "ExtraHop provides us with the higher-level application metrics that we were missing before."
For more information about how Claris and its customers are benefiting from the ExtraHop solution, read the case study: Cloud Provider Wins Over Clients with Application Performance Insights.
To try out ExtraHop's wire data analytics, request the free-forever ExtraHop appliance.