Looker is an analytics platform that empowers businesses to dive into their data and uncover insights that can be used to make important business decisions.
A customer since 2016, Looker chose OpsGenie to help in their preparation for and response to incidents that could disrupt the services they provide.
Looker customers expect to have access to their data at all times, and Looker takes this responsibility seriously, as Graham Kenville Senior DevOps Engineer and Phil Sharfstein, Director of Technical Operations discuss below.
“Downtime is not an option for Looker. Our customers rely on Looker to run their businesses. So, missing any alerts impacts all of our customers, and that's why we rely on OpsGenie.” - Graham Kenville, Senior DevOps Engineer
“We trust OpsGenie to alert us in a timely fashion when things start to go wrong, so the customers can get that experience of always-on application access.” Phil Sharfstein, Director of Technical Operations
Looker has grown fast– from a handful of customers in 2011 to over 1,400 today. Looker realized early on they needed to automate their incident management process, so they purchased an alerting tool. Unfortunately, it was too rigid to meet the demands of a complex, growing team, as Phil explained:
“The original alerting system we used didn’t give us the flexibility we needed to manage our alerts in the way we needed to manage them. - Phil Sharfstein, Director of Technical Operations
Realizing they needed a modern incident management platform that could be set up to match the way their teams were structured, they turned to OpsGenie.
“Once we started using OpsGenie, we had a much more consistent way to be notified. It made everything more reliable. It made everything a lot easier as far as knowing when alerts were going to be escalated when people were going to be notified.” Phil Sharfstein, Director of Technical Operations.
Graham Kenville noted that the agile nature of OpsGenie’s on-call scheduling tools ensure his team has a way to collaborate and communicate when changes in the on-call schedule need to be made.
“One major feature is being able to override the on-call schedule. There's a one-click, take on call for an hour. It makes it super easy to help out your teammates. With other products, that can be an involved process that can take a few minutes.” - Graham Kenville, Senior DevOps Engineer
In addition to using the alerting and notification features inside OpsGenie, Looker is seeing value with many of the 200+ integrations OpsGenie provides, most notably the OpsGenie Slack integration:
“At Looker, we kinda live in Slack. So, just having OpsGenie available through Slack, where you don't have to go to some other interface. We can do everything within Slack.” - Phil Sharfstein, Director of Technical Operations
With a diverse team located in five offices worldwide, Looker leverages OpsGenie’s mobile app to stay connected and handle alerts and incidents quickly to ensure maximum uptime for their customers.
“One of the great things about OpsGenie is the mobile app. The mobile app allows you to acknowledge alerts, manage your alert, escalate them, do just about everything you can do in the web interface.” - Phil Sharfstein, Director of Technical Operations
Ultimately, Looker has been able to scale their business, retain their customers, and reduce downtime by being proactive in their incident response with OpsGenie.
“OpsGenie allows us to keep our time-to-response under two minutes for all ten of our teams.” Graham Kenbille, Senior DevOps Engineer.