Based in Boston, LogMeIn is a provider of SaaS and cloud-based remote connectivity services for IT management, customer engagement, and collaboration. The company's products give users and administrators access to remote computers. LogMeIn has an annual revenue of $1.024B (2017) and nearly 3,000 employees.
One of LogMeIn's product is a complex and sophisticated AI chatbot solution that encounters many unpredictable issues, which directly affect customer experience. The company was reactive toward problems, manually searching logs to uncover root-cause and fix issues to then manually correlate them among vast amounts of log data. Because problems were very difficult to predict, the team was left with significant blind spots even after configuring alerts and creating dashboards. They also saw too much noise from false alerts that were not significant problems. Finally, because LogMeIn uses a DevOps model, time spent troubleshooting problems was a direct trade-off for engineering efforts to advance the product.