The primary use case is for the monitoring of our critical resources. We have probably not fully utilized the product, as we are still using the basic functionality of monitoring our servers and a few resources, a few other network resources and a few websites we are monitoring, but we have yet to explore completely.
Struggled with complex licensing and limited support but have gained unified cloud monitoring
What is our primary use case?
What is most valuable?
Unified Cloud Monitoring is happening, as we have certain resources that are getting monitored. We have a lot of resources in the cloud, and we are monitoring the subscription itself; our subscription itself gets monitored, so any resources within that are also getting monitored.
What needs improvement?
We face certain challenges with monitoring website uptime for our business operations because we don't have that 24/7 monitoring, so that's what we are working with ManageEngine on, regarding how effectively we can use that.
I may not be able to give that information on how ManageEngine Site24x7 can be improved, but I felt that the monitoring or the licensing terms, such as the advanced monitors or monitors, are not very user-friendly. I feel that because I don't know how exactly we can check what devices use which license and how we can control those things; that's not user-friendly. For example, if I have to look at what all devices are utilizing my advanced monitor license or what all devices are using my basic monitor license, then if I want to pull a report or validate them, I don't have an easy option; it's too complicated.
For how long have I used the solution?
How are customer service and support?
The only complaint I would state about the technical support by ManageEngine is we don't get them on call; it's only email support that we get. Most of our activities happen on weekends or during off-hours, and we cannot wait for an email. I cannot send the screenshots over email, and I cannot wait for that email to get responses. I will have a downtime, and there is no way I can reach out to ManageEngine support line, and I don't get on-call support or they don't come online, which is really very frustrating. This is with all the products I am using, especially from ManageEngine; I have ManagerPlus, 365 Manager Plus, AD Manager Plus, ServiceDesk Plus, and ManageEngine Site24x7. I don't get on-call support, which is really not acceptable.
I'm not denying I don't get support; I'm not denying that. But at least when we have support, when we have some activity and when we inform that we need on-call support, they don't come online. It's only through emails. I send them the error message, they give me some option, and again, it does not work. Something goes, again, the to and fro keeps going on, and by the time I fix that issue, it will be one week, two weeks.
I agree that you don't have to come on call for everything, each and every little thing. If there is some activity and if the customer needs, at least I should be able to reach them, or at least if I mention clearly in the email that I need on-call support, why don't they come online? We can schedule a call. Overall, with whatever the services that I'm using, I'm okay with it, but the only challenge is what I'm getting is regarding the support. It's not specific to ManageEngine Site24x7. Based on the experience I have with respect to support, I would give only a four or five, not beyond that. This feedback is only with respect to the support I am getting, and if there is any possibility of getting better support or at least on-call support for any activities scheduled, then probably it will be a very good product.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I still am with ManageEngine, and we have almost close to three or four products we are using from ManageEngine.
How was the initial setup?
The deployment was not a challenge for us, because we are just trying to connect to the cloud instance; it's SaaS-based, so we just had to route all our traffic to that particular device. This process was straightforward and not too complicated.
What about the implementation team?
I was involved in the deployment of the product in my system.
Which other solutions did I evaluate?
When we planned for this, we did explore other options as well, but since we were working with ManageEngine for quite some time now, ManageEngine said we have the product. We were looking at a SaaS-based solution, so ManageEngine had that solution, so we went with them. We did see a couple of other vendors also; I think I need to check out because, as per the company policy, we need to at least compare two to three vendors.
What other advice do I have?
Regarding Real User Monitoring, I think I'm not sure if we have that license, but I'm not aware of this feature. I think I'm not sure if we have that license for the feature named Real User Monitoring, but I'm not aware of this feature. Not really, as I told you, we only have the basic and advanced monitor license that we have, and we've just started exploring it, so probably down the line, we may have to explore all those things.
Mainly the IT team is who monitors that, so we have, I don't know the exact count, but it's predominantly used by our IT help desk and the other IT folks. I would probably rate ManageEngine Site24x7 five out of ten because I've not used it for the full thing.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
