CUSTOMER SUPPORT
VIP latency regression to PagerDuty + CSM brief
Monitors Datadog for per-account p95 latency regressions on a named enterprise customer, pages on-call when the SLO is breached.
How it runs
The automated pipeline, trigger to output.
- TriggerDatadog per-account p95 latency monitor triggersDatadog
- ActionFetch latency timeseries + comparison windowDatadog
- LogicBranch on SLO-breach severity (hard vs soft)
- ActionOpen scoped PagerDuty incident on hard breachPagerDuty
- OutputPost plain-English regression brief to CSM in SlackSlack
What it does
Catches latency regressions scoped to a single VIP account before they become an escalation. It pages engineering on-call and simultaneously equips the CSM with a customer-ready explanation.
When to use it
Use this when you tag Datadog APM traces or metrics with a `customer` dimension and have contractual latency SLOs for top accounts that you must defend proactively.
How it works
- 1A Datadog monitor on per-account p95 latency triggers a webhook when the named account breaches its SLO threshold.
- 2The flow fetches the recent latency timeseries and the comparison window to confirm a sustained regression, not a single blip.
- 3A logic branch splits SLO-breach severity: hard breach pages on-call, soft breach only notifies.
- 4On a hard breach it opens a PagerDuty incident scoped to the account with the metric snapshot.
- 5It then posts a CSM brief to Slack summarizing the slowdown in non-technical terms with the affected feature and an ETA placeholder.
Set it up
What you configure once, before turning it on.
- 1Connect DatadogMetrics, traces, log search.
- 2Connect PagerDutyIncidents, on-call, escalations.
- 3Connect SlackChannels, DMs, threads, mentions.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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