Arlo Optimizes Internal Operations to Protect Customer Data
As the leading Internet of Things (IoT) home security solution, Arlo is dedicated to helping customers protect and connect with the people and places they love. Offering award-winning IoT devices that include Wi-Fi and LTE-enabled outdoor and indoor cameras, advanced baby monitors and smart security lights, Arlo enables users to keep an eye on the things that matter — from children and pets to homes and businesses.
Arlo currently manages a daily average of 127 million video events across 13.3 million devices, which helps protect and connect about 3.4 million registered households in over 100 countries. To fulfill its commitment to customers, Arlo must ensure its data and systems are secure while delivering an exceptional customer experience. To achieve these goals, Arlo uses Splunk to:
- Increase security for systems and customer data through real-time monitoring and troubleshooting
- Reduce costs and time spent on IT and security incidents
- Deliver a better customer experience through faster fixes and more reliable product performance
- Release new products and features with greater speed, agility and confidence
SPLUNK USE CASES
- Lacked functional monitoring and real-time visibility into systems
- Debugging incidents in production was costly and time-consuming, requiring up to 10 people and multiple days to troubleshoot a single issue
- DevOps team couldn’t see the impact of their changes in real time, delaying fixes and new releases
- Enhanced security for Arlo’s over 10 million live cameras and more than 3 million customers
- Gained real-time visibility into systems for faster incident mitigation, lower costs and greater productivity
- Improved customer experience with faster troubleshooting and better system reliability
- Accelerated mean time to investigate from days to hours or minutes
- Expanded access to data through Splunk’s easy-to-use dashboards
“At Arlo, we take security very seriously because we’re holding onto such private moments for our consumers,” says Jishnu Kinwar, VP of cloud platform engineering at Arlo. “Security is at the heart of all we do — whether it’s the systems we put in place or the products we launch.”
With this security-first approach in mind, Arlo sought a comprehensive platform that could bring data to everything, replacing homegrown tools that lacked functional monitoring and the ability to debug incidents in production. As a cloud-first organization, Arlo selected Splunk Cloud, which enables the team to focus on business operations and strategy rather than IT infrastructure maintenance.
To ensure its 13.3 million IoT devices are reliable and secure for customers, Arlo uses Splunk for real-time systems monitoring and troubleshooting, which helps the organization proactively identify and mitigate threats before a breach occurs. “Any business selling something on the Internet is getting attacked,” says Kinwar. “Do we get attacked? Absolutely. But Splunk allows us to see what’s happening in real time, so we can immediately act on our data and prevent those issues.”
With insights from Splunk, Arlo also uncovered a large amount of potentially sensitive data in its logs. Using Splunk’s dashboards — which the team routinely shares with the company’s CIO — Arlo now identifies and removes any sensitive data on an ongoing basis to further protect customer information.
“Our philosophy is to spend resources on tools or people. We will either select open-source tools and allocate people to support them, or choose enterprise tools, like Splunk Cloud, and leave management up to our provider so we can focus on our business imperatives.”
VP of Cloud Platform Engineering, Arlo
New insights, better business outcomes
Arlo relies on Splunk for full operational visibility, which helps the company maintain its competitive edge, innovate faster and improve the customer experience. “Customer satisfaction is very important to us,” says Suma Potluri, senior manager of cloud infrastructure. “Now with functional monitoring through Splunk, we can deploy fixes faster to mitigate any issues customers see in our system and deliver the seamless experience our customers deserve.”
Thanks to this monitoring, Arlo turns its real-time data into action. With previous tools, the mean time to investigate (MTTI) a single production incident could span days, resulting in frustrated team members and costly productivity losses. But thanks to Splunk, Arlo has slashed MTTI from days to hours — or, in many cases, minutes. “Our lower MTTI helps us inform our customer support teams of incidents right away, so they can better serve our customers,” Kinwar says.
With optimized internal operations, Arlo’s DevOps and QA teams have increased productivity and accelerated innovation. “Our previous lack of visibility prevented us from moving at a fast pace,” Kinwar says. “But Splunk supports the team velocity to develop products and features faster while giving us the confidence to release sooner.” By using a Splunk dashboard to display log errors and exceptions, the engineering team has also improved the quality of its code for faster, more reliable product performance and happier customers.
A data-rich future
Providing the ability to bring data to more questions and actions, Splunk has organically spread throughout Arlo. While the organization’s cloud operations and security teams were first to adopt Splunk, it wasn’t long before engineering and QA realized the value of the platform and began using it to unearth new insights within their data. Splunk’s SignalFx acquisition also presents new data possibilities for Arlo. “Splunk and SignalFx are a very good fit,” Kinwar says. “Very few companies have the ability to look at every single event in real time, which would be a huge benefit to us.”
Moving forward, Arlo will bring Splunk to a variety of new teams such as web and marketing, as well as new use cases around IT infrastructure monitoring and predictive analytics. While the team already uses the Splunk Machine Learning Toolkit to uncover data outliers, they will soon use it for time series forecasting and auto-scaling models. The organization also plans to use Splunk to aggregate and analyze data from its millions of IoT devices, helping Arlo deliver the reliable, secure experience its customers love and expect.
“We chose Splunk to quickly manage data from all of our 10 million live cameras to ensure the best possible customer experience. Splunk is a key element to maintain our reliable security and ensure our customers trust our 24/7 cloud services operations.”
SVP & Chief Information Officer, Arlo