Application Problem Resolution with Black Box Software
by Identify Software

Identify’s AppSight Black Box software reduces the cost of application service and support by accelerating problem resolution. Based on the patented Black Box flight recorder software, AppSight captures problems at local or remote end-user sites, and enables service and support team members to drill-down from user to system and code-level execution for root cause identification of application problems.

Deployed on servers and clients, the Black Box monitors and records application execution at multiple, synchronized levels:

• USER – video-style capture of user actions on client machines; user sessions on server machines
  
• SYSTEM – recording of application configuration, performance, database calls, component invocations, and more
  
• CODE – full trace of function calls and variable values

Providing unparalleled insight into application execution while eliminating the need to reproduce problems in the lab, the AppSight Console replays Black Box recordings and helps in identifying the root cause of diverse application problems, including:

• Performance problems
• Component integration failures
• Configuration issues
• Application code errors
• User mistakes

With AppSight service and support professionals can easily:

• Build better relationships with customers/users by ALWAYS having clarity as to what happened when problems occurred. As a result never have “it just happened” or “I can’t remember” as obstacles to understanding the issues.
  
• Remove the need to reproduce problems since they are captured and replayed. Therefore, eliminating the need to send an engineer on site.
  
• Reduce hardware and infrastructure requirements since there is no need to replicate customer/user environments, because replay problem scenarios instead of recreating and re-executing them.
  
• Help build better relationships with Development and 2nd/3rd tier support teams because more user related and configuration/environmental problems will be solved without recourse to them.
  
• Get development to solve problems faster by providing them with precise details for coding/functional and performance problems.