How To Handle New Implementation Monitoring Requests

Introduction

This playbook outlines the steps needed to be taken from a Support Engineer for when a new implementation monitoring request is raised by a member of the Sales/Success team in the #ask-customer-support channel. We have these alerts, which have more sensitive thresholds, in order to closely monitor high value new implementations and react proactively to issues.

Procedures

1. When a new implementation monitoring request is received in the #ask-customer-support channel, click the ‘Open DataDog’ button.

2. A search query is opened in DataDog to highlight the monitors that need to be edited.

If the selected product is Streaming:

Click “Edit” on the Streaming Concurrency Limit Monitor

If the selected product is Async:

Click “Edit” on the Async Concurrency Limit Monitor & then repeat and continue the following steps for the Client-Side Errors Monitor

3. Add the account ID to the monitor’s query to include it in the alerts:

Streaming - Streaming Concurrency Limit Monitor

View the section labelled Define the metric

Enter the account ID in both query a & b using the following syntax:

Click save in the bottom right to save the changes:

Async - Async Concurrency Limit Monitor

View the section labelled Select monitor scope

Enter the account ID in both query a & b using the following syntax:

Click save in the bottom right to save the changes:

Async - Client-Side Errors Monitor

View the section labelled Select monitor scope

Enter the account ID in both query a & b using the following syntax:

Click save in the bottom right to save the changes:

5. Once complete, return back to the Slack alert message and click the Add To List button to document its completion.

For reference, the Add to List button will add the form details to the New Implementation Monitoring list which can be found in the #datadog-new-implementation-alerts channel. This list is to be referred to when needing to tag the CSM/AE/SA in an alert response situation.

Resources

Loom explanations for step 3:

Streaming: New Implementation - Streaming Step 3 | Datadog - 31 January 2025

Async: Async New Implementation Step 3 | Datadog - 31 January 2025

Appendices

Include any additional information or supporting materials that may be relevant to the playbook, such as diagrams, flowcharts, or examples. This section can also include a glossary of terms or a list of abbreviations used in the document.