Commercial Software Vendors Support Efficiently with Replicated

We help ISVs, SaaS, and open core companies ship and support their apps in customer-managed Kubernetes (K8s) environments

Try for free
An application being upgraded with the help of the Replicated platform

Support Efficiently

As a leader of technical support and customer success teams, you’re focused on resolving issues with your app, and wherever possible, making sure the have minimal impact. You want want your teams to be scale their efforts and solve problems faster, if not avoiding them entirely. You need tooling that helps your team capture, analyze, and codify solutions to common issues.

large quote mark

Support became a massive burden on SmartBear's DevOps team, with about 20% of their team's time dedicated to supporting each deployment. With over 50% of their total annual revenue coming from on-prem customers, they couldn't just abandon a self-hosted option. Their app now enjoys zero downtime, more frequent releases, and they report "a radical reduction" in support calls and escalations.

Your challenge

Customer support and success takes too much time and effort, and customers get frustrated

customer support bubble and steps


Problem

Getting all the necessary config info and log files can require a lot of requests, delaying issue resolution.

an illustration of a customer support portal


Solution

We help resolve issues faster by reducing the back and forth to get necessary info. So you can reduce support team costs, improve morale, and build customer loyalty.

Not meeting SLAs makes customers unhappy, after about 4 hours things start to get political

a broken SLA


Problem

Most of the time in diagnosing problems is usually spent searching for the right information from the customer.

A completed SLA


Solution

We can accelerates troubleshooting by collecting comprehensive support bundles 
of logs.

Customers are running old versions of your software and having issues with them

an old application version


Problem

Older versions of software are exposed to bugs and vulnerabilities that may have been fixed in newer versions.

an updated application version


Solution

We enable customers to get automatic version updates and patches for CVEs, helping them stay current. So you have fewer customer support issues, increased adoption rates, and reduced likelihood to churn.

It’s difficult and expensive to hire and/or retain support staff with deep Kubernetes expertise

an illustration showing the many pieces that are needed for a successful kubernetes deployment


Problem

Knowledge of how to resolve issues isn’t often shared, and increases dependency on a few experts.

kurl and troubleshoot logos


Solution

We automate many K8s tasks and simplify many others, making something very hard much more doable. So you can focus on your application itself, not K8s issues in the end customer's environment.

Difficulty Reproducing Customer Issues

IN BETA
unknown installation state


Problem

Sometimes issues are specific to the combination of app version, K8s distro, and platform, and you can’t solve them if you can’t re-create the environment.

installation information including environment and current state


Solution

Quickly identify the customer’s exact set up and provision a matching environment to reproduce the issue and test patch candidates.

Industry Insights

Per Dimensional Research, 72% of companies need to resolve 4 or more support escalations each month for on-prem software

Our own Replicated support team reports that Severity 1 issues are closed 3x faster when a support bundle is included

Explore our Technology

For a more in depth explanation of the Replicated platform check out some of our other pages.

Ready to get started?

Explore the product further, or create an account now and start exploring in a Free Trial. You can also contact us if you'd like a demo or to discuss one of our pricing plans.