Case Study: Qualtrics achieves sub-5-minute incident discovery with Catchpoint

Reducing MTTR by 95%

Qualtrics, a leading experience-management platform used by over 8,500 organizations including more than 75% of the Fortune 100, needed a way to monitor a complex global architecture — thousands of servers, VMs, containers, 15 datacenters and multiple third‑party providers — to get a single view of customer experience while still drilling down into individual components. The challenge was identifying and resolving performance degradations quickly, testing third‑party network performance, generating actionable alerts, and meeting SLAs across many regions.

Qualtrics partnered with Catchpoint to run synthetic tests from nodes in cities worldwide, continuously monitor first‑ and third‑party infrastructure, and use advanced analytics, filmstrips and percentile graphs to pinpoint root causes. As a result they now discover incidents in under five minutes (down from up to two hours pre‑Catchpoint), resolve issues faster, and consistently meet SLA targets.

Qualtrics

David Gonzalez

Director of Technical Operations