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TrustedSky is a platform for Cloud self service. It makes providers be transparent with their end user experience and couples that with self service capabilities for their customer’s IT to fix their own users issues.The problem today is that no single group can take responsibility for the user’s experience with a hosted application. Cloud providers may host applications that are technically up 100% of the time but that is irrelevant. The experience of an end user is dependent on their device, wireless LAN, and multi-carrier route to the hosted application. When problems happen here they blame the provider and that blame threatens their revenue stream. TrustedSky has convinced leading providers to run our Beacon software that enables users to assess and diagnose their own performance. It also enables the user’s IT staff to help them fix the problem. Lastly it enables a uniform set of objective metrics so that all parties involved can work from a source of truth vs. the natural inclination to point fingers. TrustedSky can be thought of as a third party arbiter only interested in making sure that end users can get the best quality of experience possible.

There Are Two Categories of Benefits to TrustedSky:

The first is commercial in nature. Providers get blamed for problems that aren’t theirs. End Users need someone to help them when problems occur yet the End User’s IT has no real ability to help them since the application is hosted. TrustedSky creates the first support workflow that is good for all parties.

The second is deeper endpoint support. It starts with the first level or low friction analysis with the self service page. This starts the workflow and gets instant information to IT and ProviderX. This can then escalate as needed to enable the tools that otherwise need to be scheduled to install much to the frustration of the end user.

Let’s go through a real world use case. Say Mary is an end user that uses a hosted Unified Communications product from “ProviderX” including voice and web/video sharing. She is working from home using basic Internet and her voice starts garbling and her screen share is frozen while she is in a sales call. Obviously she is in the right to be mad but what can she do about it? She calls her IT department and HQ but what can they do about it, it’s “hosted”…

Now consider what it would mean to have the Provider enabled self service for the end user, the end user’s IT and create a workflow that would dramatically cut down on the diagnostic time frame while getting everyone to stop pointing fingers and blame.

With TrustedSky, the provider installs “Beacons” in their data centers, which in conjunction with the hosted application creates this solution. The Beacon is what enables immediate and relevant content to the support problem all driven from a single URL.

The biggest takeaway is that TrustedSky creates an immediate and relevant workflow that is a “multi-stage” approach that is good for all parties.

Next time Mary would go to trustedsky.com/providerX and see a support session begin:

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This self service page takes 1 minute to run and is designed to give Mary the next step of action for her. In some cases it will tell her that her environment, device or other problem can and should be resolved by her. In other cases it accumulates diagnostics for her to email to her IT deparment. You’ll notice that there is a 6 character session code on the upper right of her page. The beauty is that her IT can login to TrustedSky and use that code to see all the hyper technical information that underlies her page. This initial page does not load any software and uses the browser itself in conjunction with the closests geographic Beacon to perform the diagnostics. Some of the underlying tests in this stage are as follows:

  1. DNS Resolution of ProviderX’s Server

  2. Firewall Port checks on Both Mary’s side and ProviderX’s side

  3. Connection Speed

  4. Upload Speed to Beacon

  5. Download Speed from Beacon

  6. Hop by Hop Route Analysis Between and Betwix her Edge Route and the Beacon

  7. Delay and Packet Loss by Carrier (where available)

The final results give Mary a next step and looks something like this:

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Say she engages her IT department and/or the IT department engages ProviderX to help. Everyone can login and look the session code and they see more in depth information like this:

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The initial diagnostic context has some limits. We think of it as validating the “obvious” potential problems but also getting a sense of what kind of problems are NOT the result of ProviderX. Getting immediate and objective data here is the key to not only expediting support but for ProviderX it makes sure they aren’t blamed when it isn’t there fault.

In some of the cases there is a “Next Action” that can be taken to help the user. But let’s say there still is not enough information because this step doesn’t actually perform streaming analysis of Voice and Video. Mary’s IT or Provider X can ask her to download a Support App. The SupportApp is a small, transient application that lives for the duration of the session and then dies. It is very much like what users need to run to join web conferences etc. The SupportApp enables a host of deeper capabilities that are controlled through the TrustedSky user interface. Some of those capabilities are:

  1. Throw and Catch Voice and Video Streams to and from her Endpoint and a Beacon

  2. Perform Load Testing in the Form of Network Assessments

  3. Do Continuous Route Analysis from Endpoint to Beacon

  4. Get information on her Network Interface to see if she is Using WIFI

    1. Endpoint

      1. Endpoint Firewall Issues Blocking Sockets and Streams

      2. DNS Resolution

      3. Lost Packets (via traceroute)

      4. Anti-virus Slowed Packet Arrival (comparing end to end delay versus full network delay to the device)

      5. Determine Network Adapter Type (WIFI/ Ethernet)

      6. Maxed Out CPU

      7. Maxed Out RAM

      8. Strange Processes Locking Up Endpoint

      9. Ability to Stream X Number of RTP Sessions to Provider

    2. Local Network Environment

      1. Firewall Issues Blocking Sockets and Streams

      2. Lost Packets (via traceroute)

      3. Introduction of Delay (via traceroute)

      4. Ability to Handle Generic Upstream of X and Downstream of Y Bytes per Second from Endpoint

      5. Ability to Successfully Route X Number of RTP Sessions

      6. SIP ALG Manipulation of SIP Traffic in the Middle

    3. Internet Connectivity

      1. Lost Packets (via traceroute)

      2. Introduction of Delay (via traceroute)

      3. Ability to Handle Generic Upstream of X and Downstream of Y bytes per Second from Endpoint

      4. Ability to Successfully Route X number of RTP sessions

      5. SIP ALG Manipulation of SIP Traffic in the Middle

      6. UDP Fragmentation (when over 1500 bytes)

    4. Provider Edge

      1. Ability to Handle Generic Upstream of X and Downstream of Y bytes per Second from Endpoint

      2. Ability to Ruccessfully Route X Number of RTP Sessions

These capabilities look like this:

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For more information on TrustedSky contact us today.

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