[Jump Into ISV] Operating stable services with real-time monitoring

Date of creation : 2024-08-26

Have you ever experienced unexpected service outages and interruptions?

E-commerce companies face the risk of their sites going down or performance degrading due to traffic spikes during major events like Black Friday. This can significantly impact customer experience and lead to revenue loss. Such service outages can occur anytime and anywhere.

Image source ⓒ Screenshot of search results (service outage)

Can we prevent service interruptions?

Service interruptions like the one mentioned above can severely damage the trust between customers and businesses. To prevent this, monitoring solutions help by continuously tracking system performance and status in real-time, allowing for early detection of potential issues and quick responses.

For instance, solutions like NewRelic or Datadog monitor the entire stack, including applications, servers, and databases, to detect performance degradation or outages in advance. These solutions provide load balancing during traffic spikes or real-time monitoring of resource status. Additionally, real-time alert systems notify you immediately if problems arise, enabling rapid response.

By using such monitoring solutions, not only can service interruptions be prevented, but quick post-incident responses can optimize performance, enhance customer satisfaction, and prevent revenue loss.

Reasons to use commercial software instead of open source!

To prevent such service interruptions, one might consider using free open-source software, but why do companies prefer commercial software?

Open source offers many advantages in terms of cost savings and flexibility, but there are several reasons why many customers choose and prefer commercial software, as outlined below.

Image source ⓒ enginerring.fb.com

First, operational efficiency. Using open source requires developers to invest significant time and cost, but using commercial services allows developers to focus on their core tasks, enhancing overall productivity and efficiency.

Second, functionality and integration. Commercial software is designed to meet specific business needs and offers various features and integration options. This allows businesses to obtain all necessary functionalities in one solution. Open-source software may lack certain features, requiring additional development to compensate.

Third, stability and reliability. Commercial software guarantees a certain level of quality and provides technical support and maintenance services from the company, allowing for quick responses when issues arise. In contrast, open source relies on community support, which may delay problem resolution.

Fourth, security. Commercial software provides regular security patches and updates, with systems in place to respond immediately to discovered vulnerabilities. Open-source software, being publicly available, may expose security vulnerabilities more easily, and resolving these can take time.

Lastly, legal liability. Commercial software can receive legal protection through licensing agreements, minimizing legal issues related to software use. Open-source software carries risks of license violations, necessitating additional efforts to manage these risks.

So, what monitoring solutions are available?

Representative monitoring solutions include Datadog, Splunk, and New Relic.

Datadog started as an infrastructure monitoring tool, providing a user-friendly UI that allows for easy visualization and analysis of various metrics and logs.

Splunk began as a SIEM (Security Information and Event Management) solution, excelling in security threat detection and response, and later expanded into the observability field.

On the other hand, New Relic started as an APM (Application Performance Management) tool, allowing users to process and utilize data through NRQL (NewRelic Query Language). This enables users to freely query data and offers high customization, helping users visualize and analyze data in their desired way.

How to effectively use monitoring solutions

Megazone Cloud supports various monitoring solutions, with New Relic achieving the highest partner level, Platinum, providing systematic and specialized technical support services. This includes technical support, training support, and specialized user guides for customers.

In addition, we provide support for product update news, operate technical support channels, and conduct regular community events for customer convenience.

Case study of improving customer service satisfaction using monitoring solutions

We share the case of Korbit, a virtual asset exchange that adopted New Relic through Megazone Cloud.

Before adopting New Relic, the customer faced inefficiencies due to legacy systems, making it difficult to quickly resolve issues that arose during traffic spikes. In particular, constraints on log storage and the difficulty of log tracking in a distributed transaction environment consumed a lot of time in problem resolution.

After adopting New Relic, the average resolution time (MTTR) was significantly reduced, and services across various environments could be integrated into one for monitoring. This improved system stability and increased customer service satisfaction. Additionally, the efficiency of development and operations in the cloud infrastructure greatly improved, creating a favorable environment for building a microservices architecture.

Thanks to these changes, Korbit was able to operate its virtual asset exchange business more stably and respond quickly to the rapidly changing market conditions.

*reference : https://newrelic.com/kr/customers/korbit