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DX SaaS Room for Improvement

JM
Technical Manager at Tech Mahindra Limited

DX SaaS is a latecomer to the APM market. Some things that are straightforward in Dynatrace are complicated in DX. For example, upgrading the agents is a seamless process in Dynatrace, but it's a pain in DX SaaS. You should be able to upgrade in the Application Command Center. However, it is not working correctly.

They upgrade the product every 15 to 30 days, and the process isn't seamless. It's like implementing the solution all over again. We monitor around 1,000-plus applications and have more than 100,000 agents, so we require a smooth upgrade process. It's nearly impossible to stay updated on the latest version.

Upgrading the Dynatrace agent is smoother. You don't need to worry about it. If the agent is on the Dynatrace server, you only need to push it. After that, you will be notified to reboot the APM or CLM. That's it.

It took us three years to deploy the agent on 1,000-plus applications across 40,000-plus servers. Now, they are saying they are ending support for 7.0.49, and we need to upgrade. The path to upgrading isn't straightforward. The first process is manual, and we can push it to different servers so it is visible. What's our configuration? Who is going to do the configuration?

It's not typical or practical. I don't understand how product teams don't see that. That feature is not there. We hope they add this feature to the new product called DX Platform, which consists of net apps. All those network monitoring tools will be combined into DX Platform. 

All the monitoring functionality is moved to DX Platform. You can't see a trend of your metrics grouped according to the last month, six months, one year, etc. The resolution is not there. I want granular visibility into data captured in the last 15 seconds. Those are essential features. 

I am not saying that DX lacks solid features, but they need to consider it. Some core functionality of the product is missing. We have around 50-plus requests to add previously available features in the on-premise version. That is one reason application teams are reluctant to go to DX SaaS. We are struggling to make them understand and trying to find alternatives for the existing features.

We've had many discussions with the product team, telling them we need this functionality. However, they tell us it's not on their product roadmap. They are gradually adding other features, but we need our requirements to be a priority. You cannot say you will try to add those requested features that aren't on your product roadmap. 

There is always a catch in the product. We use around 10 tenants in production and six in the test run. First of all, there is nothing in the pane. If we are trying to see the data from an application, how do we know which tenant and application are reporting? There was a feature called Enterprise Team Center, but that functionality has been removed.

All the applications are connected to the manager, which is connected to ETC. If you go to ETC, you can find the server and see your data, but that functionality was not there. Every product should have a management feature, but that is missing, and they are saying that it is not there in the roadmap. It is a basic requirement. You need to understand that. That is not there, manager, and they are saying that is not there in the roadmap as well.

They have created a new tenant page temporarily. It is not there currently. It is not a required thing. There is a feature called Domain, but that concept is gone. We've struggled a lot, and what they provided in the initial migration stage is no longer working. We were delayed for two months because we didn't give them the correct input. They don't know their product. We tell them there is a problem, and they say they're fixing it. Are we their Guinea pig? You cannot treat your customers like this.

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