Mission Cloud Operate

We'll work together to make your runbooks comprehensive and effective. We'll start by identifying the alerts and resources that are most critical to your operations, and then clearly define the actions you want us to take in response to each of those alerts.

If you don't currently have runbooks, no problem! We do have standard documentation for most AWS services which we can use as a foundation. Our initial steps typically focus on gathering as much relevant information as possible, so both your team and our team can make well-informed decisions quickly and confidently.

Open communication is key to success. We value your expertise regarding your internal priorities and adhere to the level of action you're comfortable with us taking on your behalf.

Absolutely. We collaborate closely with your team to align alerting with your unique business needs. Together, we clearly establish your priorities and goals, and then apply industry best practices to fine-tune your alerting setup.

While we do offer default alerting conditions as a starting point, we're happy to customize based on your monitoring requirements. If we spot opportunities to improve your alerting, such as reducing noise from non-actionable alerts, we'll proactively reach out and suggest refinements. You're also welcome to request a tuning session anytime.

Remember, tuning isn't just about reducing alert volume; it's also about ensuring comprehensive coverage so that you're receiving the alerts that matter most to your business. During onboarding, we'll conduct an "Alert Trial" period, where alerts are active but notifications are paused. This helps us fine-tune your setup and prevent alert overload, so you only receive actionable notifications. 

We're committed to supporting your ongoing improvement and continuously monitor your alerting to suggest changes as needed.

Our team will take care of most of the New Relic configuration, ensuring it's optimized for your specific environment and business needs. We only require the necessary account access and a basic understanding of your setup.

While we handle the majority of the configuration, there are certain areas where your team's involvement may be beneficial:

• APM: We'll guide you through setup and alert tuning, empowering your team to manage your environment in a way that is easy and efficient.
• Kubernetes or Docker agents/integrations: Since these are closely tied to your application and deployment, we'll provide all the necessary guidance and commands, and your team can handle the deployment.
• Beanstalk: Similar to Kubernetes or Docker, we'll provide guidance, and your team can manage the deployment.
• Infrastructure as Code: If you use Infrastructure as Code, your team might need to add some code to deploy our tooling. This ensures that your ephemeral infrastructure is properly monitored.

Overall, our goal is to ensure your team a smooth and successful New Relic configuration process. We're here to support you every step of the way!

You will have access to a team comprised of specific roles who each provide unique guidance and support to ensure you get the most out of your AWS environment.

Technical Account Manager (TAM): Your TAM will be your primary point of contact, leading the way in ensuring your positive experience with Mission.

Service Desk Engineers (SDE): Our front-line support team responds to your requests and resolves any issues you may encounter. They leverage existing documentation and standard runbooks, escalating complex needs to Cloud Operations Architects.

Cloud Operations Architects (COA): Highly skilled experts are in charge of resolving complex technical issues, optimizing cloud environments, and working towards continuous improvement. They manage high-priority alerts and issues, maintain tools, automate tasks, and develop solutions to increase efficiency.

DevOps Engineers: Our DevOps Engineers provide hands-on design and implementation support for DevOps tasks that fall outside the scope of normal service.

As part of Cloud Operate, you can expect proactive and comprehensive cloud operations alert response, including:

• Configuration and fine-tuning of New Relic alerts to align with your business requirements
• Fast remediation of detected issues
• Development of detailed runbooks for incident response
• Management of updates, patches, and backups to keep your systems secure and up-to-date
• Wide-ranging support for AWS operational tasks
• Expert guidance on AWS best practices