We host a SAAS application specially customized for multiple clients. For one customer in particular -- they are reporting sporadic performance issues from various locations on their network, in particular UPLOADING documents through a form on our website.
The client claims they have "bandwidth to spare" and that utilization of their "pipe" is so low that it MUST be our application, but our application has MANY clients and all features are working fine for all other clients.
Interestingly enough --
- DOWNLOADS (ie. just accessing the website, or downloading documents) is working fine.
- Speed test shows that they should get 1.2Mbps UP. So, a 3MB file should take 20 secs to upload. It takes 60+ seconds on their network. Sometimes even small files take OVER 10 minutes to upload or they timeout.
- Pings and Traceroutes don't show any abnormally long hops or response times.
- They claim other SAAS applications they use allow them to upload just fine.
Both IT teams are working together to resolve this issue. What kind of data can I request from the clients to begin ruling things out.
Seems like we need to somehow measure LATENCY of the networks involved or even at the switch level, we need to understand if packets are getting dropped somewhere and why.
Where should I start? Any help is appreciated. I'll provide more info upon requests