CST - Real Time Proactive Support

    In this webinar you will learn all about what Qlik Proactive Support is and how it can help you:

    • Optimize Qlik Performance
    • Prevent Failures
    • Fully control your Qlik Server utilization
    • Find previously unknown dimensions of your deployment
    • Visualize trends and forecasts in your usage

     

    For best viewing, we recommend you set the highest video resolution.


    Q&A - Qlik Sense Under the Hood


    Q: For QV Server, we are only able to log performance once a minute maximum. Are you able to log at a shorter interval than a minute?

    A: Yes, we can, by monitoring several external metrics and hooking into services API's in the operating system.


    Q: Do you have any plans 2 look at the quality of data ? myData is in a bit of a mess,as an ex,mandatory fields not being there which can cause problems) or is the proactive support focussed solely on performance of the processing

    A: We are looking into the possibilities of measuring data quality, linage, efficency and modeling. There is no set date for a release on this.


    Q: Is it available only for Qliksense or for Qlikview also ?

    A: Qlik Proactive Support works for any supported version of QlikView and Qlik Sense. There are certain limitations for older versions, but all in all we can provide major cover for any version.


    Q: How long can CPUs be maxed out (or close to it) before performance is affected? What is an "acceptable" length of time for CPUs to spike?  Obviously, extended periods are not good, but excessively idle CPUs are not ideal either.

    A: It depends. If you have a server with a lot of activity, a few seconds will be enough for tasks and operations to start queuing up. That will eventually cause disruption for either users or background processes such as reloads or distributions. We try and look at it individually for each deployment, with prioritzation to detect reoccurring saturation and resource starvation. This way, we can find hot-spots in a weekday/hour matrix and correlate over time, to provide suggestions on how to optimize tasks and triggers in the deployment, so that that you make use of idle times and flatten out the saturation.


    Q: Are the apps also available for use in-house without enterprise support?

    A: Qlik Proactive Support is currently only available as a hosted service, per the defintion of MaaS - Monitoring as a Service.


    Q: Do you upgrade our support through our partner?

    A: Qlik Enterprise Support, which currently is a pre-requisite for Proactive Support, tends to be a direct agreement between the customer and Qlik as a vendor.


    Q: Are corrupted user objects detected (from .Shared file)? Any chance they can be cleaned up automatically?

    A: We can detect issues with .shared files in QlikView Server, if it gets logged in the QVS event log. Qlik Proactive Support does not do any changes to the deployment, so we do not offer any self-healing at this point, even though this is an area that we want to cover in the future.


    Q: We looked at the activity analysis, how does the alerts work? Do you run some kind of a big data system with an alert management system?

    A: The log stream is analyzed in real-time by our Anomaly Detection System (ADS) engine, which applies a standard set and an explicit set of rules that will trigger actions for our Enterprise Support team to action against. The most critical events gets an automatic support ticket assigned to your account and your Proactive Contact will get a callback within set SLAs. Collected logs from the stream are securely stored until aggregated into obfuscated statistics for your account, for us to use as a learning input for forecasting and trending over time. The reasoning is that our next generation aims at doing predictive analysis, so that we can react even before things happen based on a certain level of prediction, based on historical events in your deployment.


    Q: What extra charges related to this service ?

    A: Qlik Enterprise Support is priced at 23% of the yearly license cost, as opposed to 20% for Basic Support. There is only one level within Proactive Support, which contains the full set of features.


    Q: Ccould you please re-explain the pie chart visulisation where the height and width both have a meaning, i.e. sessions

    Priority

    A: That particular chart is an aster plot, that has areas of variable width and height per each dimension. With a QlikView/Sense app as dimension, the user session duration and user session acitivity frequency as measures (width and heigth), we visualize relationships between users activity and time spent in certain apps, which could be interesting when drilling down in utilization patterns.


    Q: What is the cost for proactive support?

    A: Qlik Enterprise Support is priced at 23% of the yearly license cost, as opposed to 20% for Basic Support.


    Q: Is this Proactive support function included as part of the standard Qlik Server software package? or is it additional  item we have to install via a spearate process?

    A: The Qlik Proctive Service is currently a stand-alone installer and the service runs side-by-side with QlikView or Qlik Sense. The service is very lightweight and low footprint and should not add any significant overhead to regular operations.


    Q: Is there the ability to forewarn of any maintenance tasks that might trigger a support call?

    A: Yes, our Enterprise Support team can snooze your Anomaly Detection System rule set at request.


    Q: Are there any configurable parameters over which alerts/support calls are triggered?

    A: The Anomaly Detection System rule set is configurable to a certain degree outside of the defaults, which can cater for most of the specific needs we've seen so far.


    Q: How do you handle the customer data security like ip address, and server name kind of information ?

    A: We treat all collected log content very strict and aggregate data into anonymous statistics after a set period of time. Until that happens, information like IP addresses and hostnames are stored as usual, and we've seen few requests to obfuscate this information so far.


    Q: Does the 15 seconds outward feed have additional overhead on the server?

    A: We strive to not cause any significant operational overhead. There are going to be CPU cycles used, but they are very marginal.


    Q: Is it planned to raise alerts in case a task did not run according to defined schedule?

    A: The Anomaly Detection System rule set can be configured by our Enterprise Support team to cater for specific needs, yes.

     

    Q: Are you planning to use this data set to improve Qlik Products?

    A: This is a very good question, and yes - part of the aggregated and anonymized statistics we generate is used in discussions with our R&D and Product organizations to better understand how our customers use our products and how they operate.

     

    Q: How current on server releases do we need to be to use this?

    A: As per usual, we recommend a newer service release, but with a few exceptions, any SR should be fine.


    Q: does it support QV 12 ?

    A: Yes, Proactie Support monitors QlikView 12 Server as well


    Q: If we have Enterprise support, how long does it take to get Proactive Support going?

    A: If the few pre-reqs on your side is fulfilled, it's usually less than a week to get running from the point when the onboarding starts.


    Q: Do you monitor non-production environments?

    A: The service agreement for Proactive Support currently specifices that we only support one (1) production considered environment.