Mission Cloud Operate

Yes. If you're already running Datadog or New Relic, our tooling connects to your existing implementation to ingest alerts, so our team can respond and remediate around the clock without you buying, deploying, or learning new tooling. Configuration and alert tuning inside your platform stay with your team. We're happy to advise, but we don't access your environment directly. If you don't have a monitoring platform in place, we'll provide access to New Relic as part of the service instead, and in that case we handle the configuration ourselves.

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.

If you're on a Mission-provided New Relic license, 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.

 

If you're running your own Datadog implementation, alert tuning and configuration stay with your team — we don't access your Datadog environment directly, though we're happy to advise. Once your alerts are flowing to us, our AIOps tooling deduplicates and correlates them, so your team's tuning translates into fewer, clearer incidents on our end. 

 

If you're on a Mission-provided New Relic license, our team handles the bulk of the setup, tuning alerts and configuration to your environment before we go live. If you're running your own Datadog implementation, that setup and ongoing tuning stays with your team — we don't access your Datadog environment directly, though we're happy to advise. Our tooling connects to your Datadog instance to ingest alerts, and from there our team co-develops runbooks and layers in AIOps alert correlation so incidents get resolved fast.

Either way, the goal is the same: well-tuned alerts feeding our 24/7 team, so incidents get caught and resolved fast.

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:

• Alert tuning support, hands-on for New Relic or as guidance for your own Datadog, aligned to your business priorities
• 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