Are you one of those companies saas companies who are lulled into believing that by just having plenty of bandwidth
, you will never be confronted with web performance issues?
Bandwidth is the least of a long list of factors, where as application construction and rendering in the browser is at the top of list.
There are some common questions that you will be answering upon a regular basis, but here are 3 customer questions you should anticipate and be prepared to answer - convincingly.
1)How are you monitoring application performance?
What your customers really want to know is how fast the application and a typical transaction is loading at their location. While the answer account teams give is invariably "our engineering team has all kinds of monitoring in place," what they probably mean is that they know when something goes down. That's not the same thing as performance monitoring.
2)What kind of a performance SLA do you offer customers?
Progressive companies will be proactive in putting an SLA in place but most would rather avoid it if at all possible. An SLA shows customers you care and have put sufficient investments in your operations to back it up. SLAs should cover not just uptime but also response time for the typical transaction and should be measured from as close to the customer as possible
3) How do you notify me when the application is performing poorly?
A perceptible slow down for a prolonged period, say 30 minutes, without a root cause and resolution identified, should be reason to notify your customers. If you notify only when the application is down, you are sending a signal to your customers that says you are not on top of slow downs and do not understand the impact on end users.