Spot the problems before your customers do
From "a customer called to say it is down" to targeted alerting, tracing and clear service objectives.
- Client
- Typical client: service provider with a customer portal
- Duration
- Typically 3–6 weeks
This is an illustrative example of a typical engagement, not a description of a specific client.
The challenge
Problems are discovered when customers complain. Logs are scattered across servers, alerts are either missing or so noisy that nobody reads them, and the root cause is hard to find when something breaks.
- Customers find the problems first
- Logs scattered and hard to search
- Alert noise drowns out what matters
- Long time from failure to cause
How we solve it
- 01
What does "up" mean?
Together we define service level objectives (SLOs): which functions must work, and how fast.
- 02
Instrumentation
Services are instrumented with OpenTelemetry: metrics, logs and tracing across systems.
- 03
Alerts that matter
Alerts tied to the objectives, not to every single error – with a clear owner and escalation.
- 04
Dashboards and routines
Overviews that answer real questions, and a simple incident-handling routine.
Before
- The customer reports the problem
- Logs in many places
- Hundreds of ignored alerts
- Troubleshooting takes hours
After
- The team is alerted first
- One combined, searchable view
- Few alerts, all meaningful
- Tracing points straight to the cause
Typical impact
- Problems are typically spotted before customers notice
- Shorter time from failure to fix
- Less alert noise and calmer on-call
- A shared language for what "good enough operation" means
Technology
Recognise the challenge?
Tell us what it looks like on your side and you’ll get a concrete proposal for the next step.