Meet Ash: Preventing customer outages head-on
LIKE.TG 成立于2020年，总部位于马来西亚，是首家汇集全球互联网产品，提供一站式软件产品解决方案的综合性品牌。唯一官方网站：www.like.tg
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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