An enterprise SaaS provider had SLA commitments with no monitoring to back them up. We built an end-to-end observability platform so they could prove — and protect — their uptime.
Key Results
The company had signed enterprise contracts promising 99.9% uptime, but had no external synthetic monitoring — only internal health checks. When a customer reported an outage, the team had no data to correlate when it started or how widespread it was.
No synthetic monitoring — uptime measured only by internal checks
SLA breach disputes with no independent data to reference
On-call rotation receiving alerts 12+ minutes after user-visible degradation
No service dependency map — cascading failures were invisible
Zero integration between monitoring and incident management (PagerDuty)
We built a New Relic-centred platform with synthetic monitors running from 5 geographic locations, distributed tracing across all customer-facing services, powering a service map that visualized dependencies. PagerDuty integration routed alerts to the correct on-call tier within seconds.
Synthetic monitor network
22 synthetic scripts across 5 locations; covering login, core workflows, API endpoints
Full instrumentation of tracing
New Relic agents on all 8 customer-facing services; distributed tracing enabled
Service map configuration
Dependency graph visualising 34 services and their health relationships
Alert policy redesign
Symptom-based NRQL policies with AI anomaly detection; 3-tier escalation to PagerDuty
SLA reporting dashboard
Automated weekly SLA reports per customer segment; shareable with enterprise accounts
In the first quarter post-deployment, the team detected and resolved 3 production incidents before any customer reported an issue. Uptime measured at 99.97% — beating their 99.9% SLA commitment. One enterprise customer specifically cited the new SLA reporting as a factor in their contract renewal.
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