Announcing: Improved Customer Reporting

Dexter Horthy
Feb 14, 2023

Today, Replicated shipped an improved customer reporting view. This builds heavily on the work done in Instance Insights: Instance Telemetry to pull instance insights up to the customer level, aggregating data from all instances deployed for a single customer license.

Now you and your team can quickly answer questions like:

  1. How long did it take to get this customer up and running?
  2. How many instances is this customer running?
  3. What (if any) are the differences in environment and app version across customer instances?
  4. Which instance(s) have been degraded or down in the last two weeks? For how long?

vendor portal screenshot

This view not only brings more valuable customer and instance information into the default customer view, but it also delivers some much-needed redesign to the page layout to help with usability and discoverability of functionality. In this post, we’ll summarize some of the highlights -- head over to the Customer Reporting documentation for a deeper dive.

Customer Summary and Actions

We’ve consolidated and modernized the navigation and key actions for a customer, bringing them to the top of the page, and separating navigation actions from download/install actions. The previous “Edit Customer” view is visible under the “Customer Details” tab.

customers screenshot of the vendor portal

Customer Overview Metrics

At Replicated, we believe you can’t improve what you can’t measure, which is why we’re continuously developing new Key Performance Metrics for Customer-Hosted Applications. The customer page shows both the count of active instances for a customer as well as two views of Time to Install - the time it takes to get a customer up and running with an instance of your software. These lay the groundwork for installation performance metrics across your entire customer base.

screenshot of active instances and time to install

Instances Summary

summary of deployment instances on the replicated vendor portal

Now vendor teams can get a sense of every instance a customer has running before digging into the details of a specific one, and potentially spot differences / inconsistencies to faster resolve issues. Each instance row provides a preview of the deeper Instance Detail data.

An active instance is defined as any online-installed instance that has checked in during the last 24 hours.

While it allows for clear and high-level information when debugging instances or diagnosing other problems, the instance summary is also aimed at giving your team a better understanding of instance usage across a customer account for commercial/billing purposes. This work is the next step toward aggregate usage and performance reporting for a vendor’s whole customer base.

What’s Next

As we continue to roll up and aggregate instance data to provide valuable insights, keep an eye on the Instance Insights Label on our public roadmap. Of note:

Have thoughts or feedback on these upcoming features? Want to be a design partner? Have other feedback? Please reach out via our Product Feedback Form.