Responsive Log Management… Like Beauty, it’s in the Eye of the Bug-holder

Here at Loggly we want to make our service a joy for our customers to use – we want it to be effective, provide insight, and allow our users to excel. It’s what we mean by Responsive Log Management™. And, of course, one of the best ways to build a Responsive service is run Loggly on Loggly – and use our own service for real-time insights on our how application is performing.

A little background. We have a script that our users download and run, which automatically configures their systems to send their logs to Loggly. It doesn’t install any software – just performs some configuration. No agents here! Well recently, Loggly’s logs alerted us (yes, alerted using our built-in Alerts feature!) that this configuration script was failing when run by some of our users. By examining our logs, I saw that the errors were all coming from one customer, so I reached out to him to see if I could help. The reaction was wonderful – he was really excited that we showed such dedication. While the customer was able to get things back on track, the qualitative insights that he provided were invaluable in helping us prevent similar incidents from occurring in the future.

As a software engineer, I’m responsible for the code I write and responsible for what we ship. But designing, building, and deploying SaaS is a real challenge – it means software developers are now responsible for making sure the live system runs well too. This is a real challenge, but with Loggly I get real-time telemetry on how my code is running, how my systems are behaving – and how well our software meets the need of our customers.

The combination of SaaS delivery and Gen2 log management from Loggly gives someone like me the power to be proactive – to deliver proactive service that results in a great experience for our customers. Our customers operate in a real-time, 24×7 mindset, so it’s just common sense that we at Loggly would do the same.

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