Meet Ash: Preventing customer outages head-on

At LIKE.TG, our work makes the world work. Our customers have high expectations, and we never want them to experience performance issues or system outages. Our customers’ success is our success, which is why it’s imperative their Now Platform instances run 24/7 with optimal performance.

Our customer escalations team is responsible to “run to the fire,” says Ash U., director of account escalation engineering. Historically, the team was called in to put out fires. Working reactively, they manually determined the most pressing issues for their engineers to prioritize to get the situations under control.

In regular analysis of customer escalations, the team noticed performance issues were increasing. This was due in part to the expanding number and size of customer instances and more complex customizations, some of which didn’t align with best practices.

Wanting to be proactive, not reactive, in responding to escalating issues, the team needed to identify trends and root causes—“smoke”—in order to prevent fires.

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