Case Study: Sparx Systems achieves effective, faster incident resolution with Catchpoint

How Sparx Uses Catchpoint to Ensure Effective and Faster Incident Resolution

Sparx Systems, the world’s leading provider of architecture modeling software used by over 850,000 customers, needed faster detection and resolution of end‑user impacting incidents. Before Catchpoint, they often only learned about problems after customers called, with average incident resolution taking about 3.5 hours.

By implementing Catchpoint’s proactive monitoring, automation, centralized dashboards and endpoint agents, Sparx gained millisecond-level, end-to-end visibility (including last‑mile employee connectivity) and a “follow-the-sun” operational model. As a result, 75% of incidents are now addressed within a 20‑minute target, the team scales without adding staff, and the company is exploring further use of Catchpoint to improve website and customer experience.

Sparx Systems

Ryan Schmierer

VP of Operations