Case Study: Kovai.co achieves 99.9% SLA and faster incident response with Squadcast

How Squadcast Helped Kovai Build Resilient Incident Management

Kovai, a B2B SaaS company, faced significant challenges in ensuring the reliability of its Document360 knowledge base product. With a high volume of web traffic and API hits, the company struggled with rudimentary email alerts, a lack of formal on-call management, and poor visibility into service health, which jeopardized their SLAs and customer satisfaction. To address these issues, Kovai.co sought a robust incident management solution from Squadcast.

By implementing Squadcast, Kovai.co established a streamlined on-call process with schedules and escalation policies, ensuring alerts were routed directly to the correct engineers via multiple channels including Microsoft Teams. The vendor's platform provided critical incident analytics and a service catalog for enhanced visibility. This solution led to a 55% reduction in Mean Time to Acknowledge, a 20% boost in team productivity, a 30% increase in customer satisfaction, and enabled the company to maintain a 99.9% SLA.

Kovai.co

Saravana Kumar

Chief Executive Officer