We get Catchpoint alerts within seconds when a site is down. And we can, within three minutes, identify exactly where the issue is coming from and inform our customers and work with them.
Catchpoint is our main tool for outage detection. Once an alert in Catchpoint is received, we have a team that analyzes the request. If this analysis shows that we have a “business down” situation, the outage detection team starts the notification process and informs our situation room.
We also trigger Catchpoint tests to verify whether the site is behaving as it should. We get Catchpoint alerts within seconds when a site is down. We can, within three minutes, identify exactly where the issue is coming from and inform our customers and work with them.
Catchpoint can observe from the site, the Internet, and multiple observers. Because of this, we know exactly from where a site is slow, from which region a problem originates, or whether customers, for example, have stuff like content delivery networks (CDNs) implemented. We can also give our customers and ourselves the best visibility into the commerce sites.
For us, the most valuable aspect of the Catchpoint solution is that Catchpoint has moved more and more into the Application Programming Interface (API) world. We can have more integrations now.
We don’t want to go to a website. We want to have everything integrated. We want to have one dashboard where we see all the information from all our tools. That is only possible with the API options that Catchpoint offers.
One specific issue where Catchpoint was a big, big help for us was a recent situation involving an issue at one of the big CDN (content delivery networks) providers. We had multiple customers affected, and we saw in our tools right away that this was not a single customer issue but rather something that impacted a number of customers that all use the same CDN. We got that information from Catchpoint.
As a result, we could go right into our communication tools and tell all the affected customers to check with their CDN provider, because it was the reason their sites were down. That, of course, helped our customers react faster. On the SAP side, it saved resources because we didn’t have to look at every individual customer individually.
Catchpoint has a great team that goes beyond a business relationship. I think it's important to establish a good partnership so you know what you buy and so you leverage the full potential of Catchpoint. Assess what options you have, what's required for your business, and then make your decision about what functionality is most important to your business.
If you need help, the Catchpoint professional service is a really helpful resource, because they have a very deep business understanding. They are like an extension of our team – a resource we know we can always depend on.