In the spirit of transparency, we want to use this thread to share ongoing triage steps and improvements underway on our journey toward performance perfection.
We don’t take for granted the trust you put in us to be a core tool that you can rely on. Knowing this, we take the stability and performance of GoTo Resolve very seriously. Anything less than perfection is not good enough. With that, we’ve undertaken some considerable steps in the past few months to address some feedback on performance hiccups.
The first step we took was creating a dedicated action plan by consolidating and reviewing the feedback you’ve provided across multiple channels – in-product, support tickets, and direct customer interviews. I can’t stress enough how important this feedback is, so please keep it coming! From there, the product team undertook a deep dive into all negative feedback.
Two things came from this work. One, we were able to identify a healthy backlog of bugs and I’m happy to say 80% of these have already been addressed. Two, the analysis of feedback has allowed us to prioritize the action plan in 2 areas – connectivity issues and in-session experience.
Connectivity
In the past 2 months, we've had 7 dedicated releases addressing multiple areas including session reconnection performance, applet stability, and MacOS issues. These improvements have shown a strong 10% improvement in our measure of healthy connections for GoTo Resolve. We define a healthy connection as a remote session in which all data packets that are sent to our data centers during the initial session connection are captured (i.e., there is nothing lost when a remote connection is being established which could result in a poor session). Additionally, I’m excited to report that the number of sessions that were unable to reconnect following any type of disconnect is close to zero.
In-session experience
For in-session experience, we’ve been focused on getting our round-trip time to meet or beat benchmarks from our industry-leading products. To address this, we’ve deployed multiple new media regions in areas with the poorest performance. As a result, we’ve seen significant improvements in the session performance out of these regions, with 40% of sessions now routing through these new regions all faster than average benchmark times.
We’ve also set up new monitoring tools to stay ahead of future potential problems and are investigating deploying additional media regions in high-traffic areas.
Customer Support
One additional finding that resulted from our deep dive was a gap in your experience when contacting support. We took quick actions to address this by fixing the paths to access support and put better processes in place to investigate and troubleshoot raised issues.
The strides made in the past few weeks are promising but we still have additional areas we want to address to make your experience using GoTo Resolve as delightful as possible. In fact, we have 40+ fixes planned to be released in April. So please feel free to comment here or send us an email at gotoresolvefeedback@goto.com with any feedback, questions, or product feature requests. If you have encountered a specific issue, we encourage you to contact support here so we can ensure the problem is tracked and addressed properly.
Chris Savio
Director, Product Marketing
