Cribl puts your IT and Security data at the center of your data management strategy and provides a one-stop shop for analyzing, collecting, processing, and routing it all at any scale. Try the Cribl suite of products and start building your data engine today!
Learn more ›Evolving demands placed on IT and Security teams are driving a new architecture for how observability data is captured, curated, and queried. This new architecture provides flexibility and control while managing the costs of increasing data volumes.
Read white paper ›Cribl Stream is a vendor-agnostic observability pipeline that gives you the flexibility to collect, reduce, enrich, normalize, and route data from any source to any destination within your existing data infrastructure.
Learn more ›Cribl Edge provides an intelligent, highly scalable edge-based data collection system for logs, metrics, and application data.
Learn more ›Cribl Search turns the traditional search process on its head, allowing users to search data in place without having to collect/store first.
Learn more ›Cribl Lake is a turnkey data lake solution that takes just minutes to get up and running — no data expertise needed. Leverage open formats, unified security with rich access controls, and centralize access to all IT and security data.
Learn more ›The Cribl.Cloud platform gets you up and running fast without the hassle of running infrastructure.
Learn more ›Cribl.Cloud Solution Brief
The fastest and easiest way to realize the value of an observability ecosystem.
Read Solution Brief ›AppScope gives operators the visibility they need into application behavior, metrics and events with no configuration and no agent required.
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April 24 | 10am PT / 1pm ET
3 ways to fast-track your data lake strategy without being a data expert
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Read Customer Stories ›Sally Beauty Holdings
Sally Beauty Swaps LogStash and Syslog-ng with Cribl.Cloud for a Resilient Security and Observability Pipeline
Read Case Study ›Experience a full version of Cribl Stream and Cribl Edge in the cloud.
Launch Now ›Transform data management with Cribl, the Data Engine for IT and Security
Learn More ›Cribl Corporate Overview
Cribl makes open observability a reality, giving you the freedom and flexibility to make choices instead of compromises.
Get the Guide ›Stay up to date on all things Cribl and observability.
Visit the Newsroom ›Cribl’s leadership team has built and launched category-defining products for some of the most innovative companies in the technology sector, and is supported by the world’s most elite investors.
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Talk to an Expert ›July 13, 2021
Very early on at Cribl, our Founders and early employees decided that “Customers First, Always” would be a core value of our company, and we have built our business based on that value. If you ask any employee on any team – from Sales to Engineering to Marketing – they will tell you that their role, goals, or metrics involve some element of making customers successful – that is to say that their individual success is bound to the success of our customers.
We are not just here to create unique technology solutions; we’re also here to ensure that customers can get real value from their investment in our products. So how do we do that?
The traditional approach to customer support is a reactive model – wait for customers to encounter a problem and then engage us to ask for help. We want to move towards a proactive model, where we guide users to avoid issues altogether. Then, when they encounter something unexpected, they should have access to information that will help them solve it. Enabling a customer on how to solve a problem is far better than simply doing it for them. To that end, we don’t restrict access to any of our online educational information, and we are building a free and open online community where users can openly share their experiences and knowledge.
When customers are in the throes of solving a complex problem, it’s easy to get tunnel vision. When you have tunnel vision, you focus on working through a symptom instead of the core problem. By identifying the core problem and leveraging our knowledge and expertise in the solution, we become a trusted partner for our customers. Sharing that knowledge openly is another key to enabling our customers to be successful too. When we learn something new, we want to publish it for all to see.
We know our software isn’t perfect. However, we don’t downplay it. When issues come up, we want to gather diagnostic info & reproduction instructions, document it, and convey a sense of ownership and urgency about it. We believe a strong response and ownership of a problem is one of the best opportunities to show customers how much we value their trust and investment.
Some bugs can take a while to resolve, and multiple rounds of troubleshooting, data-gathering, analysis, and changes may be required before a resolution is complete. When such a situation arises, it’s our job to ensure communication is clear and frequent as we drive towards a solution.
Customers will often request a feature that they perceive to be missing in the platform. When we hear them, we will take some time to gather some context and an actual use case. Our products are here to solve real-world problems, so tell us when you encounter something that we can help you with.
Top-notch communication is the #1 requirement for our company, and that’s not always straightforward when you’re not talking face-to-face with customers. We like to take a moment to understand what a customer is asking. If it seems like we ask many questions, it’s because nobody appreciates being given a solution to a problem that isn’t relevant.
Regular follow-up, setting expectations, and clearly laying out the plan of the next steps are all requirements for a great customer experience. Before we set those expectations, we try to put ourselves in the customer’s shoes and ask if what we’re proposing is frequent/soon enough. Then we put that into practice.
We want to communicate however works best for you. Email works well in some cases, but not all. If you prefer Slack, we have a community for that. If you prefer Zoom so we can do a screen-share, let’s set up a call. Remote work is how business is done these days, so we’re here to help in whatever way works for you.
We document everything
If it’s not written down, it never happened. Documentation is critical to follow up on this problem, but it’ll help others solve it faster in the future. We always record a summary of the problem, the troubleshooting steps we took, the findings, and the resolution activities.
Your success will drive our success, so we understand that every decision we make has to be made with the best interests of our customers in mind. We believe that our customers are paramount to our success, but it’s one thing to say it’s another to put it into action.
The fastest way to get started with Cribl LogStream is to sign-up at Cribl.Cloud. You can process up to 1 TB of throughput per day at no cost. Sign-up and start using LogStream within a few minutes.
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