Why has Cohesity's DataProtect backup success rate dropped by 15% over the past month?

Introduction

The recent 15% drop in Cohesity's DataProtect backup success rate is a critical issue that demands immediate attention. As we analyze this product challenge, we'll employ a systematic approach to identify, validate, and address the root cause while considering both short-term fixes and long-term strategic implications.

Our analysis will follow a structured framework, beginning with clarifying questions to establish context, followed by a thorough examination of potential external factors. We'll then delve into the product's user journey, break down the metric in question, gather relevant data, and form data-driven hypotheses. Through rigorous root cause analysis and validation, we'll develop a comprehensive resolution plan that addresses immediate concerns while setting the stage for long-term improvements.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been a recent product update. Has there been any significant change to DataProtect in the last 1-2 months?

Why it matters: Recent changes could directly impact backup success rates. Expected answer: Yes, there was a minor update to improve performance. Impact on approach: If confirmed, we'd focus on regression testing and rollback options.

• Considering user segments, I'm curious about the distribution of the issue. Is this 15% drop consistent across all customer types, or is it more pronounced in specific segments?

Why it matters: Helps identify if the issue is universal or segment-specific. Expected answer: The drop is more significant in enterprise customers. Impact on approach: We'd prioritize investigating enterprise-specific factors and configurations.

• Thinking about the backup process, I'm wondering about the failure points. At which stage of the backup process are we seeing the most failures?

Why it matters: Pinpoints where in the workflow the issue is occurring. Expected answer: Failures are primarily happening during data transfer. Impact on approach: We'd focus on network and data transfer optimizations.

• Considering external factors, has there been any change in the typical data volume or type being backed up in the last month?

Why it matters: Changes in data characteristics could affect backup performance. Expected answer: Some customers have started backing up larger video files. Impact on approach: We'd investigate how DataProtect handles different file types and sizes.