Discover how Klever enhanced their response time by transitioning from manual to automated On-Call Scheduling for their globally distributed workforce using Squadcast

Squadcast has been instrumental in helping us evolve from manual to automated On-Call Scheduling for our globally distributed teams. We have been able to acknowledge and resolve incidents much faster thanks to its efficient and instant alerting and routing capabilities. There is more visibility into the health of our services and key incident metrics which has contributed to better customer experience and communication.

Kadu Relvas Barral

Site Reliability Engineer, Klever

About

Klever

Industry:

Cryptocurrency & Financial Services

Location:

São Paulo, Brazil

The Klever Ecosystem is an innovative and comprehensive suite of blockchain-based solutions designed to empower users in the world of cryptocurrencies. Providing a user-friendly interface and seamless experience, Klever allows individuals to effortlessly trade, manage, swap, and secure their digital assets. Built with a strong focus on security, the ecosystem integrates state-of-the-art security mechanisms and the latest encryption technologies to protect user data and assets.

With a user base of over 3 million, Klever faced several challenges, including:

Establishing and coordinating schedules for a globally distributed team
Ensuring that the appropriate On-Call responders were notified of critical incidents to expedite resolution times

By implementing Squadcast, Klever automated their manual On-Call Scheduling and alerting processes for a 24/7 operational team spread across the globe. This helped reduce alert fatigue and improved the overall On-Call experience for their team.

Challenges and Solutions

Challenges

Solutions

Difficulty Scheduling On-Call rotations for distributed teams: Manually maintaining schedules on a spreadsheet was cumbersome for Klever's globally distributed team (Brazil, Israel, Spain, USA, Ukraine, South Africa etc), especially when considering non-business hours.

Seamless and automated On-Call Scheduling: Squadcast enabled Klever to easily define On-Call Rotations for their worldwide team. The platform's automation features simplified making changes, performing overrides, and streamlining incident alert ownership during both business and non-business hours.

Delayed Acknowledgment and Slow Response: Prior to Squadcast, AWS CloudWatch, Google Stackdriver and Prometheus Alertmanager alerts were sent directly to Slack. With team members operating in different time zones, alert notifications were less effective, resulting in longer response times.

Reduced MTTA and MTTR thanks to Alert Routing & Escalation: Squadcast’s On-Call notifications and escalation policies allowed Klever to direct alerts to the appropriate users on Slack, prompting timely action and reducing both MTTA and MTTR.

Lack of visibility into incident impact: Before adopting Squadcast, Klever lacked a system in place to track the impact of incidents and their associated response metrics.

Improved visibility into incident metrics: Squadcast’s Incident Dashboard and Analytics features enabled Klever to track crucial metrics like MTTA, MTTR, and incident severity, as well as analyze the impact of incidents on downstream and upstream services.

Lack of context leading to Alert Fatigue: Klever's team was overwhelmed by the high volume of alerts received, particularly when a node was down with issues. Before Squadcast, there was no mechanism to differentiate between critical and non-critical alerts.

Reduced Alert Fatigue with Alert Suppression: Squadcast’s Suppression Rules allowed Klever to minimize alert fatigue by suppressing non-critical alerts, enabling the team to concentrate on more pressing issues.

Inability to communicate the status of services: Prior to Squadcast, Klever's engineers relied on their support team to inform customers about the status of their services (downtime or degradation).

Improved service health visibility with Status Pages: Squadcast’s Status Page feature empowered Klever's engineers to directly communicate service statuses to customers by updating the Status Page, reducing dependency on the support team.

Key Benefits

Rapid Incident Response

Klever can now route and escalate alerts to the appropriate On-Call responders more quickly, resulting in faster acknowledgment and resolution.

Simple & flexible On-Call scheduling

Squadcast's customizable On-Call Scheduling capabilities make it easier for Klever to create schedules for teams in different geographies and time zones.

Improved Service Visibility

Klever has enhanced customer experience by using Squadcast's Status Pages to effectively communicate service statuses to customers and stakeholders.

Better Analysis and Reporting

Squadcast’s centralized Incident Dashboard serves as a single source of truth for analyzing incident data and conducting more effective postmortems.

Key Benefits

Rapid Incident Response

Klever can now route and escalate alerts to the appropriate On-Call responders more quickly, resulting in faster acknowledgment and resolution.

Simple & flexible On-Call scheduling

Squadcast's customizable On-Call Scheduling capabilities make it easier for Klever to create schedules for teams in different geographies and time zones.

Improved Service Visibility

Klever has enhanced customer experience by using Squadcast's Status Pages to effectively communicate service statuses to customers and stakeholders.

Better Analysis and Reporting

Squadcast’s centralized Incident Dashboard serves as a single source of truth for analyzing incident data and conducting more effective postmortems.

What our customers have to say

Kadu Relvas Barral

Site Reliability Engineer, Klever

Thanks to Squadcast we have been able to automate On-Call Scheduling, easily make changes to rotations, and instantly route alerts to the corresponding On-Call engineer

View Case Study

Thanks to Squadcast we have been able to automate On-Call Scheduling, easily make changes to rotations, and instantly route alerts to the corresponding On-Call engineer

Kadu Relvas Barral

Site Reliability Engineer, Klever