This weblog was written by Martin Saunders, Chief Working Officer at Spotlight. Martin Saunders has a confirmed document within the high-tech sector main and delivering strategic programmes. Martin defines, plans and executes Spotlight’s product roadmap, guaranteeing steady enhancement and progress of Spotlight within the market. He brings over 15 years of experience.
Horizon River, a trusted chief in premium expertise companies, has lengthy been dedicated to delivering best-in-class community efficiency to its shoppers. The addition of the Spotlight Service Observability Platform has been pivotal in enhancing Horizon River’s Safe Uptime service, a premium providing guaranteeing 99.9% community availability for shoppers throughout industries like retail, healthcare and hospitality.
Key metrics:
- 99.9% uptime assure upheld and backed by Spotlight
- 5% discount in SLA report manufacturing time
- Prolonged accessible historic diagnostic durations by 1220%
- Lowered assist escalations by 60%
- Lowered mean-time-to-resolution by 20%
- Doubled assist capability and saved $100,000 operational finances
Requirement for Nationwide Safe Uptime Help Throughout the USA
With 1000’s of distributed areas and a promise of 99.9% community uptime, Horizon River’s capacity to ship such excessive service ranges hinges on proactive monitoring and speedy response. In 2024, Horizon River turned to the Spotlight Service Observability Platform to satisfy these rising calls for and reinforce its Safe Uptime providing.
The choice to undertake Spotlight was pushed by a necessity for a wiser, extra built-in strategy to monitoring and reporting, one which aligned with Horizon River’s substantial deployment of Cisco Meraki units throughout 49 US states.
After evaluating a number of platforms, Spotlight stood out for its compatibility with Cisco Meraki, ease of integration through API, and its clever alerting that distinguishes actual points from noise. In contrast to different options that required advanced setup or got here with excessive prices, Spotlight was able to deploy rapidly and delivered rapid worth to the operations crew.
Behz Akhund, President of Supply and Operations at Horizon River says, “Spotlight has remodeled our community operations. It permits us to proactively deal with points, serving to us keep our uptime commitments and giving us full confidence in our information. The Spotlight platform gives a versatile, correct and extremely configurable alerting perform permitting us to detect and reply with better pace and accuracy to any issues. We significantly valued the way in which the platform is 100% cloud-based for Meraki and was in a position to ship worth in a really quick time because the pace of deployment was quick.”
Confirmed Outcomes for Horizon River and Safe Uptime
Spotlight’s intuitive dashboard and superior alerting capabilities have change into central to Horizon River’s assist workflow. When 150 mobile modems went offline, the platform’s real-time alerts enabled swift identification and determination of the difficulty, avoiding what would have beforehand required days of auditing. Belief within the platform has led the crew to shift extra accountability for monitoring into Spotlight’s area, lowering reliance on third-party instruments and bettering response instances.
- Uptime assure upheld and backed by Spotlight – Spotlight’s color-coded dashboards (inexperienced/yellow/purple) and clever alerts enabled real-time problem identification and quicker decision, guaranteeing compliance with Safe Uptime’s 99.9% SLA.
- 5% discount in detailed SLA report manufacturing time – Spotlight automated information aggregation from Horizon River’s 10,000+ Meraki units, lowering quarterly enterprise overview preparation from 4 days to 0.5 days.
- Prolonged detailed accessible historic diagnostic durations by 1220% – Spotlight retains 366+ days of high-resolution community efficiency information (vs. Meraki’s 30-day restrict), permitting engineers to determine bandwidth traits and pre-empt congestion-related outages.
- Established first-class proactive incident decision course of – Alerts built-in immediately into Horizon River’s ticketing system lowered assist escalations by 60% and lowered meantime-to-resolution by 20%
- Doubled assist capability and saved $100,000 operational finances – Spotlight enabled the displacement of different instruments saving $100,000. It additionally improved the effectivity of assist employees enabling a 100% enhance in supported community units and functions with out want for crew enlargement.
Spotlight performs a essential function in Horizon River’s capacity to serve enterprise-scale prospects. Considered one of their largest shoppers spans over 1,000 areas throughout the USA with as much as 8,000 energetic Meraki units. Whereas the top consumer doesn’t use Spotlight immediately, Horizon River depends on the platform to watch efficiency, proactively handle points, and generate correct experiences that feed into month-to-month metrics and quarterly enterprise critiques. Visible alerts and real-time dashboards assist the assist crew triage issues immediately, with engineers specializing in essential occasions proven in purple or yellow, whereas inexperienced signifies clean operations.
Behz provides, “I taught myself Spotlight in half a day. It’s that intuitive. I’ve labored with main carriers and their instruments usually took weeks to study. With Spotlight, I can reconcile availability information immediately, and the platform has change into our new supply of fact. I’ve even informed our assist distributors that to any extent further, I would like every thing in Spotlight.”
The Observability Reporting Revelation
The platform additionally streamlines reporting. In accordance with Behz, “The place quarterly enterprise critiques as soon as took as much as 4 days to organize, the method can now be accomplished in half a day. This effectivity is very invaluable given our layered assist construction, the place our senior engineers collaborate with a NOC crew starting from 30 to 50 employees. Spotlight’s API capabilities are additionally getting used to combine with IT service administration (ITSM) and challenge portfolio administration (PPM) instruments, making a unified pane of glass for occasion and incident visibility.”
Behz concludes, “Spotlight’s worth shouldn’t be solely in visibility but additionally in enhancing our proactive service. Too usually, our incumbent suppliers promise monitoring however fail to ship well timed alerts or actionable information. With Spotlight, we will bridge that hole, offering our NOC with a transparent, colour-coded, and reliable illustration of community well being. While there’s all the time room for enchancment, Spotlight has rapidly change into an important instrument in our mission to ship safe, dependable, and customer-centric expertise companies.”
As Horizon River continues to innovate and scale, Spotlight stays on the core of its observability technique, guaranteeing that each buyer, from a single retail location to a nationwide chain, receives the service excellence they count on and deserve.
See Spotlight in motion—go to the Cisco Market to study extra!
Extra Assets:
- https://www.horizonriver.com/
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