Getting and understanding logs Application teams and support organization face the great challenge of making their customers happy. These teams can make the difference between happy customers and unsatisfied customers. The efficiency, level of service, and quality of support became critical to meeting the on going business results. High Costs Every software and technology product that customers install generates logs that can lead to the root cause of errors. From those logs vendors can also understand how customers are using the software and what steps to take in order to improve the product stability and success. In most cases there is no visibility to the customer site, due to security reasons, physical reasons, or business reasons, therefore Vendors send technical personnel's to remote customer's sites in order to review product state and fix problems. Another common case is asking the customer to send the logs. In this case, the customer and tech support team start to waist time collecting and archiving the logs, sending the logs, etc. This scenario occur more than once per incident that require support attention. Time Consuming Process The support team faces the problem of reading huge amount of logs from the customer site, isolating the problem and providing either with a solution. Most critical case will be escalated to Tier 3 and R&D as reading and understanding logs are not only time consuming but tend to be impossible. This process takes a lot of time and has negative effect on number of factors   - Customer satisfaction   - High Cost of support - less profit from customer support units   - Service Level effect   - Spending precious time instead on innovation and development

OEM XpoLog Center Customer Support organizations in many companies like Comverse, Nortel, Siemens, Cinnober and others already identified the importance of log access, analysis and management. XpoLog Center helps to provide immediate and easy web access to the logs, fast import and export of logs using a web UI interface and also gives a professional look to the entire process. The Support team is much more efficient, the costs are dramatically reduced, and the customers are much more satisfied. Contact one of our reps. for more information - XpoLog Team

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Efficiency The effect of integrating XpoLog into the technology and software product helps to reduce the time per incident by ~70% and in some cases the customers them selves can isolate the problem. Since XpoLog Center provide a great web application for log analysis, monitoring and filters. End customers can investigate problems and find the root cause according to the data in the logs or predefined rules. In those cases no support tickets will be opened at all. XpoLog can run proactively to identify errors and export the logs to the technical support team thus a problem can be fixed even before the customer got aware of it. Contact one of our reps. for more information - XpoLog Team