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AppResponse Xpert SaaS Edition
Introduction—Agentless Monitoring of
End-User Experience for Web
Applications
 Eduardo Lopes
 elopes@opnet.com

 #GX3011
End-User Experience (EUE)
 End-User Experience
    • How the application is performing from the
      perspective of the end-user
 Why do I need to monitor EUE?
    • Traditional monitoring focuses on metrics that
      impact but are blind to the actual end-user
      experience
 EUE is the “holy grail”
    • This is THE metric to measure customer
      satisfaction
    • Align business processes with performance
      measurement
    • Common language spoken by both IT &
      Business
    • One of Gartner‟s 5 key elements of APM
 There is no workaround for bad user
  experience
2   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
    © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
    the property of their respective owners.
End-User Experience for Web Applications

 “Page Time” is how EUE is measured for web applications
    • Clock starts when a user „clicks‟ on a link
        Can be a login, form submission, opening a web page…
    • Clock stops when page is loaded
 Page Time concept understood by both technical/non-technical
  audiences
 Far more precise than “The application is slow”
 Page Time is calculated for each URL
   • Every aspect of a web site/application is a different URL
   • Enables highly granular monitoring/alerting
 HTTP Sessions allow multiple URLs to be „stitched‟ together
    • Can follow the user‟s progress




3   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
    © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
    the property of their respective owners.
JavaScript Instrumentation
 JavaScript is the most popular scripting language on the internet
 What is JavaScript “Instrumentation”?
    • Insert a small piece of JavaScript into the HTML that computes
      performance measurements




 Modern browsers support a rich set of performance
  measurements
    • W3C has produced a Navigation Timing specification
 Very common
    • Google Analytics relies on it

4   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
    © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
    the property of their respective owners.
AppResponse Xpert SaaS - Overview
 End-User Experience monitoring for web
  applications
 Provides true visibility into real user experience
    • Measures from within the browser
    • Supports all browsers including mobile
 Lightweight JavaScript instrumentation
 Convenient SaaS delivery model
    • Self-service
    • Low TCO
 Restores visibility into cloud-based applications




5    CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
     © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
     the property of their respective owners.
AppResponse Xpert SaaS – Under the Hood
 Solution is hosted in the OPNET Cloud
    • http://appresponse.opnet.com
 JavaScript “snippet” is embedded into existing HTML
    • Served locally or from OPNET cloud
    • Used to calculate Page Time
 What is supported today?
    • Web-based, internet-facing applications




6   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
    © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
    the property of their respective owners.
AppResponse Xpert SaaS – Data Collection

                                                                                                                                                             1          Webpage requested by user


        Web                                                                                                                                                  2          JS served from CDN
        Server
                                                                                                                                                             3          JS sends results to collector


                                                                                                                                                                        Data persisted in DB
                    1                                                                                                                                        4

                                                                               3                                           4
              Visitor’s Browser                                                             OPNET
                                                                                            Collector


                    euemon.js                                                   CDN
                                                         2
                                                                                                                        Database




7   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
    © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
    the property of their respective owners.
AppResponse Xpert SaaS – In The Cloud

 Your web application is running on a PaaS/IaaS platform
    • No control over the network/server infrastructure
    • The only way to measure EUE is via JS instrumentation
 AppResponse Xpert SaaS + Cloud is a powerful combination
    • Immediate scalability, fault tolerance, and in-depth performance
      monitoring
    • Turnkey solution for infrastructure + EUE lets you focus more on the
      application and business objectives
 Cloud-unique benefits
    • No installation/configuration
    • Infinite scalability
    • Infinite storage
 “Let the cloud monitor the cloud”


8   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
    © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
    the property of their respective owners.
Setup & Configuration :
Defining Key Transactions
 Key Transactions are defined by
    •   Name                                                                              Products Sub-site
    •   Priority                                                                          Critical
    •   URL Pattern                                                                                *.opnet.com/products/*
    •   Violation Thresholds                                                                       2 sec (minor), 8 sec (major)

    Minor Threshold                                                 Major Threshold



    Good                            Acceptable                                                        Frustrating
                                                                                                                      Frustrating Experience



9   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
    © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
    the property of their respective owners.
Walking Tour:
Application Health Dashboard
 Quickly view the health of your applications
 Adjust the time range to update the data displayed
 Dive in to explore application performance or inspect recent
  violations
 Search for specific page views
 Configure global settings
 Get help




10   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
     © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
     the property of their respective owners.
Walking Tour:
Performance Metrics


 Traffic Volume: Count of page views

 Response Time: Total time for a page to load

 Threshold Violations: Counts of major violations, minor violations,
  and non-violating page views

 Apdex Score: Health of application on a scale from 0 to 1
     • Score 0 = no users satisfied. Score 1 = all users satisfied.
     • Weighted average of the threshold violations
         Apdex = (Non-violating + 0.5 * Minor violations) / Total page views
     • More information at Apdex Alliance (http://apdex.org)
11   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
     © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
     the property of their respective owners.
Walking Tour:
User Demographics
 Platform
     • The operating system of an application user
     • Includes mobile and traditional devices
 Browser
     • The web-browser used to access an application
 Geography
     • Geo-location using IP address




12   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
     © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
     the property of their respective owners.
Walking Tour:
Perspectives & Views

 Select a Perspective from the “View-by” box
 Select a View from the tabs beside the charts
 Select rows of the data table to update the graphs
                                                                                                                                                                              Perspectives
 Example Questions:                                                                                                                          Browser                                              Geography
     • Which parts of my application are most visited?                                                                                                              Key
                                                                                                                                                                                        Platform
         Key Transaction & Traffic Volume                                                                                                                       Transaction

     • Which platforms have the worst experience?                                                                                                                                 Apdex
         Platform & Response Time / Apdex / …                                                                                                                                Response Time
     • How is the experience of users in India?                                                                                                                                  Violations
         Geography & Response Time / Apdex / …
                                                                                                                                                                            Traffic Volume
     • Where are my visitors using Opera located?
         Browser & Geography                                                                                                                                               Browser Details

                                                                                                                                                                            Platform Details

                                                                                                                                                                                Geography

13    CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
      © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
      the property of their respective owners.
Monitoring Performance:
Configuring Alerts
 Alerts can be defined using:
     • Maximum percent of page views that are violations for a Key Transaction
     • Minimum Apdex score for a Key Transaction
     • Minimum number of page views within a minute for a Key Transaction
 Alerts trigger:
     • Logging in UI
     • Email sent to defined list
     • Once within a minute




14   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
     © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
     the property of their respective owners.
Monitoring & Troubleshooting Performance:
Identifying Periods of Poor Performance
 In the metric graphs and data table look for:
     •   Spikes in Response Time
     •   Drops in Apdex Score
     •   Large violation counts
     •   Note: You may need to zoom in to a finer granularity for outliers to be
         visible and not “averaged-out” by good performance from other page
         views in that granularity




 Examine the alert history to see periods of poor performance.
15   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
     © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
     the property of their respective owners.
Monitoring & Troubleshooting Performance:
Analyzing Page View Data
     User/Location                                                                                Page/Application                                                       Browser/Platform




                                                                                             Page Load Timeline *
                                                                                                         *More detailed timeline is not available for older browsers
16     CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
       © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
       the property of their respective owners.
Quick Test

 Please visit „http://www.opnet.com/demo‟ from your
  Smartphone




17   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
     © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
     the property of their respective owners.
Take Away Points

 JS instrumentation provides you with detailed EUE measurements
 AppResponse Xpert SaaS is an essential component of end-to-end
  APM
 AppResponse Xpert SaaS enables EUE in complex environments
     • PaaS/IaaS
     • WAN Acceleration
 AppResponse Xpert SaaS is incredibly easy-to-use!
 You can POC AppResponse Xpert in minutes – visit the stand




18   CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent.
     © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are
     the property of their respective owners.
GRACIAS!!

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AppResponse Xpert SaaS Edition

  • 1. AppResponse Xpert SaaS Edition Introduction—Agentless Monitoring of End-User Experience for Web Applications  Eduardo Lopes  elopes@opnet.com #GX3011
  • 2. End-User Experience (EUE)  End-User Experience • How the application is performing from the perspective of the end-user  Why do I need to monitor EUE? • Traditional monitoring focuses on metrics that impact but are blind to the actual end-user experience  EUE is the “holy grail” • This is THE metric to measure customer satisfaction • Align business processes with performance measurement • Common language spoken by both IT & Business • One of Gartner‟s 5 key elements of APM  There is no workaround for bad user experience 2 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 3. End-User Experience for Web Applications  “Page Time” is how EUE is measured for web applications • Clock starts when a user „clicks‟ on a link  Can be a login, form submission, opening a web page… • Clock stops when page is loaded  Page Time concept understood by both technical/non-technical audiences  Far more precise than “The application is slow”  Page Time is calculated for each URL • Every aspect of a web site/application is a different URL • Enables highly granular monitoring/alerting  HTTP Sessions allow multiple URLs to be „stitched‟ together • Can follow the user‟s progress 3 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 4. JavaScript Instrumentation  JavaScript is the most popular scripting language on the internet  What is JavaScript “Instrumentation”? • Insert a small piece of JavaScript into the HTML that computes performance measurements  Modern browsers support a rich set of performance measurements • W3C has produced a Navigation Timing specification  Very common • Google Analytics relies on it 4 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 5. AppResponse Xpert SaaS - Overview  End-User Experience monitoring for web applications  Provides true visibility into real user experience • Measures from within the browser • Supports all browsers including mobile  Lightweight JavaScript instrumentation  Convenient SaaS delivery model • Self-service • Low TCO  Restores visibility into cloud-based applications 5 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 6. AppResponse Xpert SaaS – Under the Hood  Solution is hosted in the OPNET Cloud • http://appresponse.opnet.com  JavaScript “snippet” is embedded into existing HTML • Served locally or from OPNET cloud • Used to calculate Page Time  What is supported today? • Web-based, internet-facing applications 6 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 7. AppResponse Xpert SaaS – Data Collection 1 Webpage requested by user Web 2 JS served from CDN Server 3 JS sends results to collector Data persisted in DB 1 4 3 4 Visitor’s Browser OPNET Collector euemon.js CDN 2 Database 7 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 8. AppResponse Xpert SaaS – In The Cloud  Your web application is running on a PaaS/IaaS platform • No control over the network/server infrastructure • The only way to measure EUE is via JS instrumentation  AppResponse Xpert SaaS + Cloud is a powerful combination • Immediate scalability, fault tolerance, and in-depth performance monitoring • Turnkey solution for infrastructure + EUE lets you focus more on the application and business objectives  Cloud-unique benefits • No installation/configuration • Infinite scalability • Infinite storage  “Let the cloud monitor the cloud” 8 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 9. Setup & Configuration : Defining Key Transactions  Key Transactions are defined by • Name Products Sub-site • Priority Critical • URL Pattern *.opnet.com/products/* • Violation Thresholds 2 sec (minor), 8 sec (major) Minor Threshold Major Threshold Good Acceptable Frustrating Frustrating Experience 9 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 10. Walking Tour: Application Health Dashboard  Quickly view the health of your applications  Adjust the time range to update the data displayed  Dive in to explore application performance or inspect recent violations  Search for specific page views  Configure global settings  Get help 10 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 11. Walking Tour: Performance Metrics  Traffic Volume: Count of page views  Response Time: Total time for a page to load  Threshold Violations: Counts of major violations, minor violations, and non-violating page views  Apdex Score: Health of application on a scale from 0 to 1 • Score 0 = no users satisfied. Score 1 = all users satisfied. • Weighted average of the threshold violations  Apdex = (Non-violating + 0.5 * Minor violations) / Total page views • More information at Apdex Alliance (http://apdex.org) 11 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 12. Walking Tour: User Demographics  Platform • The operating system of an application user • Includes mobile and traditional devices  Browser • The web-browser used to access an application  Geography • Geo-location using IP address 12 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 13. Walking Tour: Perspectives & Views  Select a Perspective from the “View-by” box  Select a View from the tabs beside the charts  Select rows of the data table to update the graphs Perspectives  Example Questions: Browser Geography • Which parts of my application are most visited? Key Platform  Key Transaction & Traffic Volume Transaction • Which platforms have the worst experience? Apdex  Platform & Response Time / Apdex / … Response Time • How is the experience of users in India? Violations  Geography & Response Time / Apdex / … Traffic Volume • Where are my visitors using Opera located?  Browser & Geography Browser Details Platform Details Geography 13 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 14. Monitoring Performance: Configuring Alerts  Alerts can be defined using: • Maximum percent of page views that are violations for a Key Transaction • Minimum Apdex score for a Key Transaction • Minimum number of page views within a minute for a Key Transaction  Alerts trigger: • Logging in UI • Email sent to defined list • Once within a minute 14 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 15. Monitoring & Troubleshooting Performance: Identifying Periods of Poor Performance  In the metric graphs and data table look for: • Spikes in Response Time • Drops in Apdex Score • Large violation counts • Note: You may need to zoom in to a finer granularity for outliers to be visible and not “averaged-out” by good performance from other page views in that granularity  Examine the alert history to see periods of poor performance. 15 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 16. Monitoring & Troubleshooting Performance: Analyzing Page View Data User/Location Page/Application Browser/Platform Page Load Timeline * *More detailed timeline is not available for older browsers 16 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 17. Quick Test  Please visit „http://www.opnet.com/demo‟ from your Smartphone 17 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.
  • 18. Take Away Points  JS instrumentation provides you with detailed EUE measurements  AppResponse Xpert SaaS is an essential component of end-to-end APM  AppResponse Xpert SaaS enables EUE in complex environments • PaaS/IaaS • WAN Acceleration  AppResponse Xpert SaaS is incredibly easy-to-use!  You can POC AppResponse Xpert in minutes – visit the stand 18 CONFIDENTIAL – RESTRICTED ACCESS: This information may not be disclosed, copied, or transmitted in any format without OPNET’s prior written consent. © 2012 OPNET Technologies, Inc. OPNET Technologies Inc., OPNET, OPNETWORK, and all OPNET hardware and software product names are trademarks of OPNET. All other trademarks are the property of their respective owners.