- Customer complains due lost tickets, wrong consultants and wrong time. Recoverability.
Customers are complaining that consultants are never showing up due to lost tickets, and often times the wrong consultant shows up to fix something they know nothing about.
- Availability problems.
Customers and call-center staff have been complaining that the system is not always available for web-based or call-based problem ticket entry.
- Difficult and risky changes in monolith. Testability. Maintainability.
Change is difficult and risky in this large monolith - whenever a change is made, it takes too long and something else usually breaks.
- Reliability issues - freezes, probably on spikes of usage. Elasticity.
Due to reliability issues, the monolithic system frequently “freezes up” or crashes - they think it’s mostly due a spike in usage and the number of customers using the system