Proactive Qlik Cloud support is about more than the occasional check-in call

“Is everything still running smoothly?”

A perfectly reasonable question. But if that is the essence of proactive support, it is still mostly reactive support with a friendly touch.

At Bitmetric, I take a different view of proactive support.

To me, it means systematically looking for signals in an environment before they develop into disruptions, tickets or urgent requests. Not because everything is entirely predictable, but because many problems do show warning signs in advance.

An API key that is about to expire.
An app approaching a memory limit.
A data gateway that will soon no longer be supported.

These are things you would rather identify before they affect a user.

Proactive support is not the same as operational monitoring

Proactive support is not the same as operational monitoring.

With operational monitoring, disruptions are reported as soon as they occur. This could be a failed reload or a process that has stopped. Depending on the agreements in place, the notification goes directly to the customer, to Bitmetric or to both.

Proactive support takes a broader view. It looks not only at immediate disruptions, but also at risks that are not yet incidents.

This is how the two complement each other. Operational monitoring helps you respond quickly when something fails. Proactive support helps you identify earlier where problems may arise.

A practical example: the Qlik Tenant Check

One example of how we approach this at Bitmetric is our Qlik Tenant Check: a daily health check for Qlik Cloud tenants.

The Tenant Check examines license usage, consumption, data gateways, email configuration, audit events, apps, API keys and reload tasks, among other things.

The results are classified, making it clear what requires immediate attention and what mainly needs to be monitored.

This prevents noise. An expired API key requires a different response than an app that is gradually approaching a memory limit. Not everything is equally urgent, but some signals should be identified in time.

An alert is not yet a solution

An alert only helps when it is clear what it means, how urgent it is, and what action makes sense. Sometimes immediate action is needed, sometimes it can be discussed during a periodic meeting, and sometimes it is primarily a signal that something needs further investigation.

That is why we combine the Tenant Check with in-depth knowledge of Qlik, data integration, and the customer’s environment. After thirteen years as a Qlik partner, and with nearly twenty years of firsthand experience with the platform, we know the difference between noise and a signal that genuinely deserves attention. Not every warning requires action, but every warning does require proper assessment.

What we learn from one customer also helps others

The Tenant Check is not a fixed checklist we created once and never changed.

Because we perform these checks for multiple customers, we see patterns. An issue we encounter while supporting one customer may also affect other Qlik Cloud environments. The same applies to what our Qlik consultants see during projects, audits, migrations, and management work.

If such an issue can be detected automatically and clearly presents a risk, we turn it into a new check.

That check then runs automatically for all relevant customers.

As a result, an issue we discover at customer A today may allow us to identify the same risk at customer B tomorrow, before it becomes an incident there.

For us, that is an important part of proactive support: using knowledge not only to resolve one issue, but also to identify the same issue earlier in the future.

Proactive support in practice

Proactive support cannot prevent things from ever going wrong. A Qlik Cloud environment changes continuously: users build new apps, data sources are modified, and Qlik continues to develop the platform.

But it does allow you to identify risks earlier and turn lessons from support and consulting into checks that are then performed automatically.

As a result, support is not only focused on resolving incidents, but also on keeping the environment healthy.

To me, proactive support therefore means systematically reviewing what is happening, assessing what needs attention, and advising on an appropriate next step.

How healthy is your Qlik Cloud environment?

Would you like to know how your Qlik Cloud environment is performing and where potential risks may lie? As part of our Qlik Support and Management service, we combine daily checks with expert follow-up.

I would be happy to review your environment with you and discuss what stands out, how urgent it is, and what the most appropriate next step would be. Contact me to schedule an appointment.