The Bottom Line Up Top
Many of you have had frustrating experiences with Kickserv lately, and we're sorry. Eliminating the frustration is our highest priority. We've released some improvements that will help, and we have more on the way.
Parts of the application have been uncomfortably slow to load at times. We know you depend on Kickserv to run your business, and we take that responsibility seriously. We have spent crazy amounts of time looking into the performance trouble, and here's what we've found:
- Last quarter, we moved many accounts (about 3000 users' worth) off of ServiceSidekick (the original, old version of our application) and onto the current app.
- Those accounts brought years of old dusty data with them.
- This resulted in about 30% increased load on the system nearly overnight, and exposed multiple performance bottlenecks in our code and server infrastructure.
Some of the things we've found and fixed
- Certain custom reports that were brought over from ServiceSidekick did not play nicely with the new application. We worked with customers to adjust these reports, while also beefing up our database infrastructure to handle the increased load.
- Custom reports now only load 100 records at a time, to guard against excessively large database queries.
- All of our custom reports were subject to a bug that was causing them to run much more slowly and hit the database harder than necessary (we fixed this late last week).
- Just this week, we made some changes in the search engine (like quadrupling the memory) so it will run faster and not contribute to slow load times.
Let's just say that our developers have gotten really good at playing whack-a-mole over the last couple of months.
Other things we're addressing
- Making search even more efficient.
- Moving reporting services onto a dedicated read-only database so they don't affect the performance of the rest of the system.
- Moving our interactions with external services (for example, our billing system) into separate processes so they don't impact web application performance.
- A complete overhaul of our client-side architecture for performance, maintenance, and consistency with our mobile apps.
- A test environment that models our production setup more closely, so we can better test the system under real-world conditions.
We're also addressing some longstanding complaints about our QuickBooks sync. Contact address data has been tricky to sync properly because special QuickBooks rules lead to inconsistent behavior on Kickserv's side. We're working on that. You've also asked for editing of synced contacts to be turned back on. That's on the way as well.
Thanks for being a part of the Kickserv family.