Case study · Payments · Critical Support
24x7 cover across North America and Europe for a fast-growing payments platform
A UK payments software company running in North America and Europe now has 24x7 support, with every critical alert answered within the 15-minute target.
At a glance
15-minute
response on every critical alert
24x7
cover in North America and Europe
One
monitoring platform for operations and security
PaymentsUKEurope and North AmericaMicrosoft AzureAKSDatadogManaged service
01
The challenge
The challenge
Payment platforms run around the clock, across regions, and an overnight alert needs someone who knows the estate. As transaction volumes grow, monitoring spread across several tools makes it harder to see what matters. The company chose to bring its monitoring together in Datadog and put 24x7 cover in place, with improvement work built in rather than only reacting to incidents.
02
What we did
What we did
- Provided 24x7 support with a 15-minute response target for critical incidents.
- Traced a recurring overnight alert to intermittent telemetry API errors, with an approved fix to remove the noisy telemetry at source.
- Brought European monitoring in line with North America.
- Kept Kubernetes current across every environment, with Azure retirements planned well ahead of deadlines.
- Added security posture and host compliance checks in Datadog, and extended monitoring to APIs, databases and payment flows.
03
The outcome
The outcome
- Every critical alert answered within the 15-minute target.
- Consistent alerting across North America and Europe.
- Security and operational monitoring together in one place.
This case study is anonymised, so the customer is not named.
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