[{"id":619142,"date":"2026-09-01T12:26:24","date_gmt":"2026-09-01T17:26:24","guid":{"rendered":"https:\/\/www.logicmonitor.com\/?p=619142"},"modified":"2026-09-02T12:02:54","modified_gmt":"2026-09-02T17:02:54","slug":"the-1-million-lesson-building-a-culture-of-quality-through-slas","status":"publish","type":"post","link":"https:\/\/www.logicmonitor.com\/fr\/blog\/the-1-million-lesson-building-a-culture-of-quality-through-slas","title":{"rendered":"La le\u00e7on du \u00ab $1 Million \u00bb : instaurer une culture de la qualit\u00e9 gr\u00e2ce aux accords de niveau de service (SLA)"},"content":{"rendered":"<?xml encoding=\"UTF-8\"><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50 rtc-text-content--no-top-pad\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-book-open\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xs fs-md-text-display-sm fs-lg-text-display-md font-medium text-core-blue-900\">\n        Le t\u00e9l\u00e9chargement rapide :      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 headline-is-quote\">\n        <p>Never promise what you can&rsquo;t measure from the customer&rsquo;s point of view.<\/p>\n      <\/div>\n    \n                  <ul class=\"rtc-text-content__bullet-list\">\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>A single 100% uptime promise cost $1 million in penalties, because no system measured or managed the commitment behind it.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>SLAs stay honest when you measure outside-in, from where the customer sits, across many vantage points on the Internet path.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Aligning external promises with internal targets gave legal, sales, finance, engineering, and ops one shared service language and one set of metrics.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Grade your own SLA program against customer experience today, so you can see risk coming and act before a commitment breaks.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                  <\/ul>\n      \n      \n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">In the early days of DoubleClick, back when SaaS was still known as Application Service Provider (ASP), I was tasked with setting up the QoS (Quality of Service) Team. Our primary mission was to establish a monitoring system, but we quickly found ourselves managing Service Level Agreements (SLAs), a task that became critical after we paid out over <strong>$1 million in penalties<\/strong> for SLA violations to a single customer. The cause was straightforward: someone had signed a contract promising <strong>100% uptime<\/strong>, an impossible commitment.<\/p><p class=\"wp-block-paragraph\">That penalty taught me a lesson I&rsquo;ve carried into every service I&rsquo;ve helped run since: never promise what you can&rsquo;t measure from the customer&rsquo;s point of view. A good SLA depends on measuring the service the way the user experiences it, from many vantage points, and correlating what you control against what you don&rsquo;t. That same principle sits at the center of how LogicMonitor approaches Autonomous IT today, and it&rsquo;s what makes the DoubleClick story worth revisiting as a case study for anyone running cloud and SaaS services now.<\/p><p class=\"wp-block-paragraph\">This is the story of how we took control of our SLAs, stopped the financial bleeding, and built a shared service language across legal, sales, finance, engineering, and operations. Whether you&rsquo;re managing SLAs today or just curious about how they work, this post walks through the challenges we faced, the solutions we built, and how each lesson maps to modern practice.<\/p><h2 id=\"h-what-are-slas\" class=\"wp-block-heading\">What are SLAs?<\/h2><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"1066\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-7.jpeg\" alt=\"\" class=\"wp-image-619147\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-7.jpeg 1600w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-7-18x12.jpeg 18w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\"><\/figure><p class=\"wp-block-paragraph\">An <strong>SLA (Service Level Agreement)<\/strong> is a contractual agreement between a vendor and a customer that outlines the expected level of service. Under this legal umbrella, you&rsquo;ll find <strong>Service Level Objectives (SLOs)<\/strong>, which define specific metrics like uptime, speed, or transactions per second.<\/p><p class=\"wp-block-paragraph\">At DoubleClick, we defined SLAs with the following principles in mind:<\/p><ul class=\"wp-block-list\">\n<li><strong>Attainable:<\/strong> The goals should be realistic.<\/li>\n\n\n\n<li><strong>Repeatable:<\/strong> The metrics should be consistently measurable.<\/li>\n\n\n\n<li><strong>Measurable:<\/strong> The performance should be quantifiable.<\/li>\n\n\n\n<li><strong>Meaningful:<\/strong> The metrics should matter to the business.<\/li>\n\n\n\n<li><strong>Mutually Acceptable:<\/strong> Both parties should agree on the terms.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">SLAs benefit both the customer and the vendor. For customers, they provide <strong>objective grading criteria<\/strong> and protection from poor service. For vendors, they set clear expectations and incentivize quality improvements.<\/p><h2 id=\"h-ground-zero-discovery\" class=\"wp-block-heading\">Ground zero, discovery<\/h2><p class=\"wp-block-paragraph\">When we first tackled the SLA problem, we were in crisis mode. The first step was to compile a list of all contracts, extract the SLAs and SLOs, and document the associated penalties. We stored this information in a database and began educating stakeholders, including business leaders, legal teams, and executives, about the importance of SLAs.<\/p><p class=\"wp-block-paragraph\">From the beginning, we focused on <strong>end-user experience-based SLAs<\/strong>. This meant measuring performance from the user&rsquo;s perspective, not only from the server&rsquo;s perspective. That distinction is where many SLA programs still break down today. Internal dashboards tend to measure what teams control, such as server health, CPU, and internal service uptime, which isn&rsquo;t always what the customer actually experiences across the Internet path. A server can report healthy while the user sees timeouts, slow pages, or failed transactions. Measuring outside-in, from where the customer sits, is what keeps an SLA program honest.<\/p><h2 id=\"h-a-universal-challenge\" class=\"wp-block-heading\">A universal challenge<\/h2><p class=\"wp-block-paragraph\">Over the years, I&rsquo;ve seen many companies face similar issues. Some SRE and Dev teams don&rsquo;t fully grasp the SLAs their organization has with customers. They often focus heavily on internal SLOs while overlooking how those metrics tie directly to contractual commitments. For instance, after facing significant penalties, companies like<a href=\"https:\/\/www.techtarget.com\/searchunifiedcommunications\/news\/252470248\/Slack-waters-down-cloud-SLA-after-82-million-payout\"> Slack<\/a> revised their SLA terms to better align internal goals with customer promises.<\/p><h2 id=\"h-sla-application-performance\" class=\"wp-block-heading\">SLA application performance<\/h2><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"524\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-8.jpeg\" alt=\"\" class=\"wp-image-619148\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-8.jpeg 1600w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-8-18x6.jpeg 18w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\"><\/figure><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Establishing an SLA is more than putting a few sentences in a contract. The reason we paid $1 million is that there was no SLA Management System in place. We started by building a Service Level Management (SLM) practice that relied on four pillars: Administration, Monitoring, Reporting, and Compliance (AMRC).<\/p><h2 id=\"h-the-slm-process\" class=\"wp-block-heading\">The SLM process<\/h2><p class=\"wp-block-paragraph\">We sat down with business partners, customers, legal, and finance teams to create a process that would prevent costly mistakes in the future. This process, which we called the SLA lifecycle, was reviewed quarterly to ensure it stayed effective and aligned with our business goals.<\/p><ol class=\"wp-block-list\">\n<li><strong>Risk simulations with data science:<\/strong> One of the most critical steps in our SLM process was using our in-house data scientists to run simulations. These simulations analyzed historical data from our monitoring tools to assess the risk of breaching SLAs. The goal was to set realistic SLAs that wouldn&rsquo;t be breached every day, while still meeting customer expectations.<\/li>\n\n\n\n<li><strong>&ldquo;What-if&rdquo; scenarios:<\/strong> We also ran multiple &ldquo;what-if&rdquo; scenarios to understand the relationship between availability and revenue. These scenarios helped us evaluate the impact of downtime at different hours of the day and days of the week. For example, we could see how a 10-minute outage during peak traffic hours would affect revenue compared to the same outage during off-peak times.<\/li>\n\n\n\n<li><strong>The SLA desk:<\/strong> To streamline the process, we created an online tool in 2001, essentially an &ldquo;SLA desk,&rdquo; that allowed our sales team to request SLA portfolios for customers. These requests were reviewed and approved by our QoS team, ensuring that every SLA was realistic, measurable, and aligned with our capabilities.<\/li>\n<\/ol><h2 id=\"h-aligning-external-and-internal-slas\" class=\"wp-block-heading\">Aligning external and internal SLAs<\/h2><p class=\"wp-block-paragraph\">One of the biggest challenges we faced was the mismatch between external SLAs (what we promised customers) and internal SLAs (what we measured internally). For example, customers would ask for ad-serving uptime, while our tech team measured server availability.<\/p><p class=\"wp-block-paragraph\">To solve this, we aligned our external and internal SLOs and made the internal objectives (the targets) very high. This was a huge victory because it let us rely on one set of metrics to understand our SLA risk position and drive operational excellence. Our tech group (Ops, Engineering, and others) also became more sensitive to the notion of a business SLA and started to care a lot about not breaching them. In modern cloud and SaaS terms, this is the practice of tying your internal SLOs and error budgets directly to the customer-facing commitments in the contract, so one signal serves both the on-call engineer and the account team.<\/p><h2 id=\"h-monitoring-the-key-to-sla-success\" class=\"wp-block-heading\">Monitoring, the key to SLA success<\/h2><p class=\"wp-block-paragraph\">For availability and performance, we relied on three synthetic products. Internally, we ran Sitescope, at the time an early synthetic and infrastructure monitoring tool, across 17 data centers, and used two external synthetic products. We wanted as many data points as possible from as many tools as possible. The stakes were just too high not to invest in multiple tools. This entire SLM project wasn&rsquo;t cheap to implement and run on an annual basis, but I also knew the cost of not doing it right the hard way.<\/p><p class=\"wp-block-paragraph\">For monitoring, it became clear we needed to test as often as possible from as many vantage points as possible:<\/p><ul class=\"wp-block-list\">\n<li>Infrequent checks distort the picture. If you only test your SLO endpoints once an hour, a short outage inside that 59-minute gap can be missed entirely, and a longer one can have its duration measured inaccurately, which erodes confidence in the reported numbers when you sit down with a customer.<\/li>\n\n\n\n<li>You also need many data points to ensure statistical significance. Smaller datasets lower precision and power, while larger ones help manage false positives and false negatives.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Today that instinct translates into a concrete standard: measure from a global set of vantage points, test frequently enough to catch short outages, and gather enough samples for the numbers to be statistically credible when a contract is on the line. LM Internet Performance Monitoring measures experience from a global network of vantage points, which closes the kind of blind spots a single internal check leaves open.<\/p><h2 id=\"h-enter-differential-performance-measurement-dpm\" class=\"wp-block-heading\">Enter Differential Performance Measurement (DPM)<\/h2><p class=\"wp-block-paragraph\">One of our biggest challenges was finding an effective way to measure ad delivery speed and capture it in our SLAs. Clients would look at their site performance, notice spikes, and attribute them to our system, while our performance telemetry showed no problems. We couldn&rsquo;t correlate the two charts, so we couldn&rsquo;t agree on whether it was our problem or someone else&rsquo;s problem.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"274\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-5.jpeg\" alt=\"\" class=\"wp-image-619145\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-5.jpeg 800w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-5-18x6.jpeg 18w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\"><\/figure><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"268\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-4.jpeg\" alt=\"\" class=\"wp-image-619144\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-4.jpeg 800w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-4-18x6.jpeg 18w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\"><\/figure><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">To address this, we developed a methodology called <a href=\"https:\/\/contracts.onecle.com\/ask\/doubleclick.svc.2004.02.27.shtml\">Differential Performance Measurement<\/a> (DPM). Our goal was to measure DoubleClick&rsquo;s performance and availability with precision, and to understand how it affected our customers&rsquo; pages. We also wanted to be accountable for what we controlled, so we could avoid blame and finger-pointing.<\/p><p class=\"wp-block-paragraph\">The methodology added context to the measurements. DPM introduced clarity and comparison, removing absolute performance numbers from the SLAs. Looking back, DPM was an early version of a principle that modern observability now takes for granted: isolate the performance you&rsquo;re responsible for from the external noise around it, so you can hold yourself accountable for your part and measure it cleanly.<\/p><p class=\"wp-block-paragraph\"><strong>Recipe for Differential Performance Measurement (example with an advert):<\/strong><\/p><ol class=\"wp-block-list\">\n<li>Take two pages, one without ads and one with a single ad call.<\/li>\n<\/ol><ul class=\"wp-block-list\">\n<li>Page A = No ads<\/li>\n\n\n\n<li>Page B = One ad<\/li>\n<\/ul><ol start=\"2\" class=\"wp-block-list\">\n<li>Make sure the pages don&rsquo;t contain any other third-party references (CDNs, and so on).<\/li>\n\n\n\n<li>Make sure the page sizes (in KB) are the same.<\/li>\n\n\n\n<li>&ldquo;Bake&rdquo;: Measure response times for both pages and you get the following metrics:<\/li>\n<\/ol><ul class=\"wp-block-list\">\n<li><strong>Differential Response<\/strong> (DR) will be (Response Time of page B) minus (Response Time of page A).<\/li>\n\n\n\n<li><strong>Differential Response Percentage<\/strong> (DRP) = DR \/ A. (For example, if Page A is 2 seconds and Page B is 2.1 seconds, DR is 0.1 second, and DRP is 0.1\/2 = 0.05 or 5%.)<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">This approach helped eliminate noise caused by:<\/p><ol class=\"wp-block-list\">\n<li>Internet-related issues beyond our control (for example, fiber cuts).<\/li>\n\n\n\n<li>Monitoring agent inconsistencies (raising the need to monitor our monitoring tools).<\/li>\n\n\n\n<li>Other third-party dependencies.<\/li>\n<\/ol><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">To visualize the impact of Differential Performance Measurement (DPM), the chart below compares response times for two scenarios.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"409\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-6.jpeg\" alt=\"\" class=\"wp-image-619146\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-6.jpeg 800w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-6-18x9.jpeg 18w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\"><\/figure><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\"><strong>Sc\u00e9nario 1 :<\/strong> The ad-serving company experienced performance issues, which negatively impacted the customer&rsquo;s site. The vendor breached the SLA threshold between Time 4 and Time 8.<\/p><p class=\"wp-block-paragraph\"><strong>Sc\u00e9nario 2 :<\/strong> The website itself encountered performance problems, unrelated to the ad-serving company.<\/p><h2 id=\"h-reporting-transparency-and-accountability\" class=\"wp-block-heading\">Reporting, transparency and accountability<\/h2><p class=\"wp-block-paragraph\">After the $1 million penalty, SLA management became a top priority, with visibility extending all the way to the CEO. We reported monthly on compliance and breaches, using tools like DigitalFuel, a service-level reporting tool we used at the time, to detect issues in real time.<\/p><p class=\"wp-block-paragraph\">By the end of 2001, we were tracking over 100 Operational Level Agreements (OLAs), and a culture of quality had emerged at DoubleClick. The biggest change came from people rather than tools. Engineers, executives, sales, legal, and finance all started speaking the same service language, grading themselves against the same business metrics, and no one wanted to be the reason we breached an SLA. That shared language is what made the numbers mean something across the company.<\/p><h2 id=\"h-lessons-learned-and-the-road-ahead\" class=\"wp-block-heading\">Lessons learned and the road ahead<\/h2><p class=\"wp-block-paragraph\">Implementing a comprehensive SLM process at DoubleClick allowed us to:<\/p><ul class=\"wp-block-list\">\n<li><strong>Manage hundreds of contracts<\/strong> with up to five SLOs each.<\/li>\n\n\n\n<li><strong>Offer scalable SLAs<\/strong> that could adapt to new products.<\/li>\n\n\n\n<li><strong>Reduce financial risks<\/strong> by avoiding costly penalties.<\/li>\n\n\n\n<li><strong>Maintain our reputation<\/strong> by providing accurate and meaningful SLAs.<\/li>\n\n\n\n<li><strong>Detect breaches in real time<\/strong>, allowing us to take proactive measures.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">One of the biggest advantages was knowing in advance when an SLA was at risk. For example, we could predict that adding four minutes of downtime would breach 12 contracts and result in $X in penalties. That kind of foresight changed operational decisions: our Ops team could pause a release, hold a change, or reroute traffic before a breach became revenue lost and customer trust spent.<\/p><p class=\"wp-block-paragraph\">The hard part in 2001 was that these signals lived in different places. SLA risk sat in one database, infrastructure health in the monitoring tools, Internet conditions in the synthetic products, and customer experience in whatever the client happened to report. Stitching them together took people and time. Correlating them in one system is what <a href=\"https:\/\/www.logicmonitor.com\/fr\/edwin-ai\">LogicMonitor<\/a> does today.<\/p><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.logicmonitor.com\/fr\/infrastructure-monitoring\">LM Envision<\/a> provides the telemetry foundation across hybrid infrastructure, cloud, and applications, <a href=\"https:\/\/www.logicmonitor.com\/fr\/internet-performance-monitoring\">LogicMonitor Synthetics and Internet Performance Monitoring<\/a> show what users experience across the Internet path, and <a href=\"https:\/\/www.logicmonitor.com\/fr\/edwin-ai\">Edwin AI<\/a> reasons across those signals to prioritize by business impact and turn correlation into governed, prioritized action.<\/p><p class=\"wp-block-paragraph\">Put together, that means a team can see SLA risk, the infrastructure driving it, the Internet dependencies around it, and the user impact behind it in one view, and act on it before a commitment is broken.<\/p><p class=\"wp-block-paragraph\">The business case for getting this right hasn&rsquo;t changed since our $1 million lesson. A missed SLA is revenue exposure, eroded customer trust, and a broken legal and commercial commitment, all at once. Measuring service from the customer&rsquo;s point of view is what lets a team protect all three at the same time.<\/p><p class=\"wp-block-paragraph\">Some people dismiss SLAs, and in many cases that skepticism is justified. Bad SLAs, the ones with unrealistic guarantees, no real penalties, or vague measurement criteria, undermine trust. I often see SLAs promising 0% packet loss, but when you ask how it&rsquo;s measured, you quickly realize it&rsquo;s meaningless. These kinds of SLAs give the entire concept a bad reputation.<\/p><p class=\"wp-block-paragraph\">When done right, SLAs are essential. They align customers and vendors, reduce friction, and eliminate blame games. Customers need to demand useful SLAs that hold up in practice, rather than ones that only sound good on paper. The goal is to hold vendors accountable so that if they fail to deliver, they feel the impact.<\/p><h2 id=\"h-what-every-sla-and-slo-program-should-measure-today\" class=\"wp-block-heading\">What every SLA and SLO program should measure today<\/h2><p class=\"wp-block-paragraph\">If I were setting up a QoS practice now, this is the short list I&rsquo;d hold every SLA and SLO program to:<\/p><ul class=\"wp-block-list\">\n<li><strong>Availability and uptime:<\/strong> measured from where the customer sits, not only at the server.<\/li>\n\n\n\n<li><strong>Temps de latence :<\/strong> response times for the interactions that matter to the user.<\/li>\n\n\n\n<li><strong>Transaction success:<\/strong> whether real user actions complete, not just whether endpoints respond.<\/li>\n\n\n\n<li><strong>Third-party dependencies:<\/strong> the CDNs, APIs, and services you rely on but don&rsquo;t control.<\/li>\n\n\n\n<li><strong>Internet path health:<\/strong> the network conditions between your service and the customer.<\/li>\n\n\n\n<li><strong>User-impact signals:<\/strong> who is affected, where, and how badly, so you can tie technical health to business risk.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n  \n  <div class=\"rtc-text-content__wrapper\">\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p>Building or fixing an SLA program? Start with the fundamentals and modern best practices.<\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/blog\/implementing-slas-slis-and-slos\" class=\"btn btn-link\" target=\"_self\">\n        Read the SLA, SLI, and SLO guide          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h2 id=\"h-the-evolution-of-slas\" class=\"wp-block-heading\">The evolution of SLAs<\/h2><p class=\"wp-block-paragraph\">Back in 2001, we knew SLA management was critical, but few of us could have predicted how integral it would become in today&rsquo;s cloud-driven world. SLAs have evolved from simple uptime guarantees to complex agreements that cover everything from latency to data residency. XLOs (Experience Level Objectives) are a thing now, metrics that focus on the customer&rsquo;s experience rather than only the server&rsquo;s performance. That shift, from internal metrics to customer outcomes, is exactly the lesson the $1 million penalty forced on us more than two decades ago.<\/p><p class=\"wp-block-paragraph\">The takeaway holds for any team running services today: a good SLA is only as good as your ability to measure it the way the customer feels it. Honoring service commitments means correlating SLA risk, infrastructure health, Internet dependencies, and user experience in one place, and acting on that picture before a breach happens. If you&rsquo;re building or fixing an SLA program now, start with the fundamentals and the modern practice around them.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-calendar-check\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xxs fs-md-text-display-xs fs-lg-text-display-sm font-medium text-core-blue-900\">\n        See your SLA risk from the customer's point of view before a commitment breaks.      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p>LogicMonitor brings SLA risk, the infrastructure that drives it, Internet dependencies, and user impact into a single view, so your team can act while there&rsquo;s still time to protect the commitment.<\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/catchpoint-demo\" class=\"btn btn-link\" target=\"_self\">\n        Demander une d\u00e9monstration          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h4 id=\"h-faqs\" class=\"wp-block-heading\">FAQ<\/h4><div class=\"accordion-block accordion-block--light\">\n      <div class=\"accordion-block__items\">\n              <div class=\"accordion-block__item active\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-why-is-a-100-uptime-sla-a-problem\">\n            Why is a 100% uptime SLA a problem?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer active\">\n            <p> A 100% uptime guarantee promises something no service can measure or sustain across the real Internet path. At DoubleClick, that single promise led to more than $1 million in penalties. A strong SLA sets goals that are attainable, repeatable, measurable, meaningful, and mutually acceptable.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-what-does-it-mean-to-measure-an-sla-from-the-customers-point-of-view\">\n            What does it mean to measure an SLA from the customer's point of view?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p>It means measuring the service the way the user experiences it, not only from the server. A server can report healthy while the customer sees timeouts, slow pages, or failed transactions. Measuring outside-in, from a global set of vantage points and often enough to catch short outages, keeps the reported numbers credible when a contract is on the line.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-how-does-logicmonitor-help-teams-manage-sla-risk-today\">\n            How does LogicMonitor help teams manage SLA risk today?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p>LM Envision provides the telemetry foundation across hybrid infrastructure, cloud, and applications. LogicMonitor Synthetics and Internet Performance Monitoring show what users experience across the Internet path. Edwin AI reasons across those signals and prioritizes by business impact. Together, teams see SLA risk, its infrastructure, Internet dependencies, and user impact in one view and act before a breach happens.<\/p>\n                      <\/div>\n        <\/div>\n          <\/div>\n  <\/div>","protected":false},"excerpt":{"rendered":"<p>Une seule p\u00e9nalit\u00e9 li\u00e9e au SLA de type \u00ab $1M \u00bb nous a enseign\u00e9 une r\u00e8gle fondamentale : \u00e9valuer la qualit\u00e9 du service en fonction de la perception qu&#x27;en ont vos clients. Voici comment \u00e9laborer des SLA fiables qui prot\u00e8gent votre chiffre d&#x27;affaires.<\/p>","protected":false},"author":16,"featured_media":623735,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"unicorn_plugin_options_block_body_class":"","footnotes":""},"categories":[5035],"tags":[7850,7777,7760,7752,7863,6677,7862,7018,7860,7883],"industry":[6790],"role":[6783],"lm_strategic_tags":[],"topic":[7842],"author_attribution":[7976],"lm_product":[],"class_list":["post-619142","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","industry-all","role-it-leadership","topic-internet-performance-monitoring","author_attribution-mehdi-daoudi"],"acf":{"page_language":"english","translated_pages":"","updated_date":null,"author_section_checkbox":true,"author_image":617027,"author_linkedin":"https:\/\/www.linkedin.com\/in\/denton-chikura-422186201\/","author_name":"Denton Chikura","author_job_title":"Technical Writer","author_dept":"","author_bio":"Denton Chikura is a technical writer and longtime observability advocate focused on helping site reliability engineers and engineering teams discover the tools and capabilities that strengthen internet resilience. He works at the intersection of monitoring, performance, and infrastructure to make complex systems more understandable and usable, bridging the gap between deep technical detail and real\u2011world operations. His goal is to help teams build faster, detect issues earlier, and recover smarter, ultimately making the internet a better, more reliable place for everyone.","reviewer_name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The $1 Million SLA Lesson: Build a Culture of Quality | LogicMonitor<\/title>\n<meta name=\"description\" content=\"Learn how a structured approach to SLA management can drive accountability, improve service quality, and prevent costly penalties while aligning teams on key metrics.\" \/>\n<meta name=\"robots\" content=\"noindex, nofollow\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The $1 Million Lesson: Building a Culture of Quality Through SLAs\" \/>\n<meta property=\"og:description\" content=\"Learn how a structured approach to SLA 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critiques pour la surveillance des API modernes"},"content":{"rendered":"<?xml encoding=\"UTF-8\"><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50 rtc-text-content--no-top-pad\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-book-open\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xs fs-md-text-display-sm fs-lg-text-display-md font-medium text-core-blue-900\">\n        Le t\u00e9l\u00e9chargement rapide :      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 headline-is-quote\">\n        <p>API resilience requires end-to-end visibility across the full Internet path, from the user all the way to the code.<\/p>\n      <\/div>\n    \n                  <ul class=\"rtc-text-content__bullet-list\">\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Modern systems depend on hundreds of API calls per transaction, and a single misbehaving dependency can degrade or break the entire service.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Traditional monitoring tools run from cloud servers and miss real-world issues like ISP congestion, geographic routing differences, and last-mile conditions.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Internet Performance Monitoring surfaces the full Internet stack (DNS, SSL, routing, authentication) so teams can pinpoint root cause, not just detect symptoms.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Evaluate your current API monitoring against the resilience formula: reachability, availability, performance, and reliability across every dependency.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                  <\/ul>\n      \n      \n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Enterprises lose millions each year to API outages and performance degradation. As systems grow more distributed and interconnected, monitoring APIs from the server side alone isn&rsquo;t enough. Real resilience requires visibility across the full Internet path, from the user all the way to the code.<\/p><p class=\"wp-block-paragraph\">Today, nearly every system depends on APIs. Data integration, authentication, payment processing, and dozens of other critical functions rely on multiple APIs working reliably and fast. Banks around the world, for example, have adopted the <a href=\"https:\/\/stripe.com\/resources\/more\/open-banking-apis-explained-what-they-are-and-how-they-work\">Open Banking API<\/a> for payments, credit scoring, lending origination, fraud detection, and more.<\/p><h2 id=\"h-apis-are-everywhere-and-critical-to-everything\" class=\"wp-block-heading\">APIs are everywhere, and critical to everything<\/h2><p class=\"wp-block-paragraph\">APIs are the internal workers of the Internet. Connecting to a single website, using a business application like an ATM, or opening a mobile app likely triggers dozens (if not hundreds or thousands) of API calls. Each one can affect the overall service: if it&rsquo;s slow, the service slows down. If it returns an error, the service may fail entirely.<\/p><p class=\"wp-block-paragraph\">Understanding the interaction between your services and the APIs they consume is critical to making those services resilient.<\/p><p class=\"wp-block-paragraph\">There are different ways to monitor APIs. At minimum, every system should proactively monitor, measure, and test its critical APIs, both internal and third-party. <a href=\"https:\/\/www.logicmonitor.com\/catchpoint\/api-monitoring\">API monitoring systems<\/a> have been around for some time, ranging from basic pings that confirm reachability to advanced multi-step, scripted, proactive monitoring that evaluates response time, functional validation, and more. The most mature approaches incorporate chaos engineering methodologies: blocking or simulating errors on specific APIs and observing the impact on the broader system.<\/p><h2 id=\"h-why-api-resilience-matters\" class=\"wp-block-heading\">Why API resilience matters<\/h2><p class=\"wp-block-paragraph\">Most applications and systems that communicate via APIs are geographically distributed, touching different clouds and traversing multiple points across the Internet. Simple proactive monitoring is no longer sufficient. A traditional approach to API monitoring will miss important incidents and won&rsquo;t help identify root cause.<\/p><p class=\"wp-block-paragraph\">The goal is to have <em>resilient APIs<\/em>. The <a href=\"https:\/\/www.logicmonitor.com\/fr\/internet-performance-monitoring\">formula for resilience<\/a> breaks down into four components:<\/p><ul class=\"wp-block-list\">\n<li><strong>Reachability:<\/strong> Can consumers reach the API from where they are?<\/li>\n\n\n\n<li><strong>Disponibilit\u00e9 :<\/strong> Is the API functional? Does it do what it&rsquo;s supposed to do?<\/li>\n\n\n\n<li><strong>Performance :<\/strong> Does the API respond within expected timeframes?<\/li>\n\n\n\n<li><strong>Fiabilit\u00e9 :<\/strong> Can consumers trust the API will work consistently?<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Now apply that formula to every API in your system. Your system&rsquo;s overall resilience equals the minimum resilience across all the APIs it depends on.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"606\" height=\"124\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-63.png\" alt=\"\" class=\"wp-image-619153\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-63.png 606w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-63-18x4.png 18w\" sizes=\"auto, (max-width: 606px) 100vw, 606px\"><\/figure><p class=\"wp-block-paragraph\">Here&rsquo;s what that looks like in practice:<\/p><p class=\"wp-block-paragraph\"><em>A system with 100 API dependencies that requires five nines of availability must achieve five nines from each individual API. Resilient architecture can tolerate individual API failures without degrading the overall service, but that tolerance has to be deliberately designed and verified.<\/em><\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"530\" height=\"490\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-64.png\" alt=\"\" class=\"wp-image-619154\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-64.png 530w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-64-13x12.png 13w\" sizes=\"auto, (max-width: 530px) 100vw, 530px\"><\/figure><p class=\"wp-block-paragraph\"><em>Figure 1: One misbehaving dependency can make your whole system fail<\/em><\/p><p class=\"wp-block-paragraph\">With that goal in mind, let&rsquo;s look at what API monitoring actually requires.<\/p><h2 id=\"h-what-a-foundational-api-monitoring-strategy-should-include\" class=\"wp-block-heading\">What a foundational API monitoring strategy should include<\/h2><p class=\"wp-block-paragraph\">These are the baseline capabilities every API monitoring strategy needs. They help teams detect issues, confirm availability, and validate performance at a basic operational level.<\/p><ul class=\"wp-block-list\">\n<li><strong>Temps de r\u00e9ponse :<\/strong> Measures how long an API takes to respond, helping identify latency issues.<\/li>\n\n\n\n<li><strong>Taux d'erreur :<\/strong> Tracks the percentage of failed requests to detect anomalies or bugs.<\/li>\n\n\n\n<li><strong>D\u00e9bit :<\/strong> Monitors the number of API requests processed over a specific period to confirm scalability.<\/li>\n\n\n\n<li><strong>Uptime and availability:<\/strong> Confirms APIs are consistently reachable and operational.<\/li>\n\n\n\n<li><strong>Logging:<\/strong> Collects detailed logs of API events, including timestamps, event types (errors, warnings), and messages to support troubleshooting and post-incident analysis.<\/li>\n\n\n\n<li><strong>Alerts:<\/strong> Triggers notifications based on predefined thresholds or anomalies (for example, response time exceeding 200ms or error rates surpassing 5%).<\/li>\n\n\n\n<li><strong>Functional testing:<\/strong> Verifies that API endpoints return expected results.<\/li>\n\n\n\n<li><strong>CI\/CD integration:<\/strong> Integrates monitoring into pipelines and tools like <a href=\"https:\/\/www.jenkins.io\/\">Jenkins<\/a> ou <a href=\"https:\/\/www.terraform.io\/\">Terraform<\/a> for automated test creation and updates, also known as &ldquo;monitoring as code.&rdquo;<\/li>\n\n\n\n<li><strong>Proactive monitoring:<\/strong> Uses synthetic mechanisms to continuously observe API performance and detect issues as they occur.<\/li>\n\n\n\n<li><strong>Scripting:<\/strong> Supports scripting standards such as Playwright to test specific customer and API flows.<\/li>\n\n\n\n<li><strong>Historic data:<\/strong> Retains a minimum of 13 months of data to enable year-over-year performance comparisons.<\/li>\n\n\n\n<li><strong>High-cardinality data analysis:<\/strong> Analyzes granular data points such as unique user IDs or session-specific information for detailed insights into performance trends or anomalies.<\/li>\n\n\n\n<li><strong>Chaos engineering:<\/strong> Introduces controlled errors during low-traffic periods or in non-production environments to verify resilience.<\/li>\n<\/ul><h2 id=\"h-modern-api-monitoring-across-the-full-internet-path\" class=\"wp-block-heading\">Modern API monitoring across the full Internet path<\/h2><p class=\"wp-block-paragraph\">Today&rsquo;s systems demand more than basic uptime checks or response metrics. Modern API monitoring must account for real-world complexity: geography, infrastructure, user experience, and external dependencies. These capabilities go beyond the basics to provide deep, actionable insight.<\/p><ul class=\"wp-block-list\">\n<li><strong>Monitor from where it matters:<\/strong> Most monitoring tools run agents on cloud servers, which have different connectivity, resources, and bandwidth than real-world systems. They&rsquo;re blind to geographic differences in routing, ISP congestion, and last-mile conditions. Effective monitoring requires <a href=\"https:\/\/www.logicmonitor.com\/fr\/internet-performance-monitoring\">agents deployed across every location where a system consumes an API<\/a>, using agents with similar characteristics to actual consumers. For example, you might test your full application from customer-facing APIs using last-mile agents, test intermediate microservices from the cloud provider where they&rsquo;re hosted, and test back-end APIs from a backbone agent in the city and ISP where your datacenter is located (or from an enterprise agent inside the datacenter itself).<\/li>\n\n\n\n<li><strong>Visibility into the Internet Stack:<\/strong> Knowing <em>quand<\/em> an API is unresponsive or slow is useful. Understanding <em>pourquoi<\/em> is more powerful. Modern API monitoring provides insight into everything in the internet stack that affects an API, including DNS resolution, SSL, routing, and more. It also surfaces the latency and performance impact introduced by internal networks, SASE implementations, or gateways. Tools like <a href=\"https:\/\/www.logicmonitor.com\/catchpoint\/internet-stack-map\">Carte de la pile Internet<\/a> provide a visual representation of these dependencies, making it faster to pinpoint where degradation originates.<\/li>\n<\/ul><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2475\" height=\"1370\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/FIGURE-3_-Internet-Stack.png\" alt=\"\" class=\"wp-image-621526\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/FIGURE-3_-Internet-Stack.png 2475w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/FIGURE-3_-Internet-Stack-18x10.png 18w\" sizes=\"auto, (max-width: 2475px) 100vw, 2475px\"><\/figure><p class=\"wp-block-paragraph\">The internet stack is the collection of technologies, systems, and services that make possible and impact every digital user experience, from the core Internet systems like BGP, network technologies like TCP\/IP, security technologies like SASE, protocols like QUIC or POP, cloud services, third-party dependencies including APIs and web services, and SaaS applications. The term refers to all IP-based networks including the public Internet, private networks, and everything in between.<\/p><ul class=\"wp-block-list\">\n<li><strong>Authentication:<\/strong> No modern monitoring system should have hard-coded credentials for a secure API. Monitoring tools must support secrets management, OAuth, tokens, and modern authentication mechanisms.<\/li>\n\n\n\n<li><strong>Synthetic code tracing:<\/strong> As an API is tested, the system collects and analyzes code execution traces to identify server-side issues, including application, connectivity, and database problems.<\/li>\n\n\n\n<li><strong>OpenTelemetry support:<\/strong> Modern observability implementations must support OTel as the standard mechanism for sharing and integrating data from multiple systems, providing flexibility across the telemetry stack.<\/li>\n\n\n\n<li><strong>Focus on user experience:<\/strong> An API is only one component of a broader system. A payment API, for example, is part of an online purchase transaction. You want to confirm the entire transaction performs from the end-user perspective. Tools like Internet Stack Map offer a <a href=\"https:\/\/www.logicmonitor.com\/catchpoint\/internet-stack-map\">visual map of every dependency in the user transaction<\/a>, from the end user across the Internet, network, systems, and APIs, all the way into code tracing.<\/li>\n\n\n\n<li><strong>Broad protocol support:<\/strong> While many APIs use REST over HTTP, your monitoring system should test from both IPv4 and IPv6 agents and support modern protocols like HTTP\/3 and QUIC, MQTT for IoT applications, NTP for time synchronization, or even custom and proprietary protocols your applications use.<\/li>\n<\/ul><h2 id=\"h-traditional-vs-modern-api-monitoring-at-a-glance\" class=\"wp-block-heading\">Traditional vs. modern API monitoring at a glance<\/h2><p class=\"wp-block-paragraph\">The following table summarizes the key differences between legacy API monitoring approaches and modern Internet Performance Monitoring strategies that support resilience and user experience.<\/p><figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Fonctionnalit\u00e9<\/strong><\/td><td><strong>Traditional API Monitoring<\/strong><\/td><td><strong>Modern API Monitoring (Internet Performance Monitoring)<\/strong><\/td><\/tr><tr><td><strong>Champ d'application<\/strong><\/td><td>Server-centric metrics<\/td><td>End-to-end user experience + infrastructure<\/td><\/tr><tr><td><strong>Protocol Support<\/strong><\/td><td>Limited to HTTP\/S, REST<\/td><td>HTTP\/3, QUIC, MQTT, custom protocols<\/td><\/tr><tr><td><strong>Data Granularity<\/strong><\/td><td>High-cardinality data available but often limited to service boundaries<\/td><td>High-cardinality traces with cross-system correlation (user IDs, sessions)<\/td><\/tr><tr><td><strong>Analyse des causes profondes<\/strong><\/td><td>Limited to app\/server layers<\/td><td>Full Internet Stack (DNS, SSL, routing, etc.)<\/td><\/tr><tr><td><strong>Testing Perspective<\/strong><\/td><td>Cloud datacenters<\/td><td>Last mile, backbone, cloud, wireless, and enterprise intelligent agents<\/td><\/tr><tr><td><strong>Performance Context<\/strong><\/td><td>API performance in the context of code<\/td><td>API performance in the context of user experience<\/td><\/tr><tr><td><strong>Alerting Methodology<\/strong><\/td><td>Alert thresholds based on error rates<\/td><td>Experience scores and XLOs<\/td><\/tr><tr><td><strong>Visualization<\/strong><\/td><td>Code-centric dashboards<\/td><td>Visual representation of everything impacting a system<\/td><\/tr><\/tbody><\/table><\/figure><h2 id=\"h-api-monitoring-has-to-evolve-with-your-architecture\" class=\"wp-block-heading\">API monitoring has to evolve with your architecture<\/h2><p class=\"wp-block-paragraph\">It&rsquo;s somewhat surprising that the cloud is only about 15 years old. As technology and system architecture have evolved, monitoring must evolve with them, including how we approach APIs.<\/p><p class=\"wp-block-paragraph\">What we call &ldquo;owned&rdquo; or &ldquo;on-premises&rdquo; infrastructure today typically lives in a colocation datacenter, relies on a DNS and SSL provider, connects through at least two ISPs, depends on a cloud-based authentication system, routes through a cloud-based security provider, and calls several other APIs along the way.<\/p><p class=\"wp-block-paragraph\">Operations teams hear it constantly: &ldquo;My APM system shows green, but users keep complaining.&rdquo; A monitoring system that only watches your on-premises APIs can&rsquo;t spot, diagnose, or provide useful root-cause information for incidents that originate outside your environment.<\/p><p class=\"wp-block-paragraph\">This is where LogicMonitor&rsquo;s approach to <a href=\"https:\/\/www.logicmonitor.com\/fr\/internet-performance-monitoring\">Supervision des performances Internet<\/a> changes the equation. By combining <a href=\"https:\/\/www.logicmonitor.com\/fr\/infrastructure-monitoring\">LM Envision&rsquo;s<\/a> infrastructure telemetry with Internet path visibility and <a href=\"https:\/\/www.logicmonitor.com\/fr\/edwin-ai\">Edwin AI&rsquo;s<\/a> intelligence layer, teams get a unified view that stretches from user to code. That means faster root cause identification, fewer blind spots, and the ability to move from reactive firefighting toward proactive, governed operations.<\/p><p class=\"wp-block-paragraph\">To ensure API resilience, enterprises need monitoring that provides end-to-end visibility across the full Internet path, proactive alerting based on real user impact, and the intelligence to act on issues before they become outages.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-calendar-check\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xxs fs-md-text-display-xs fs-lg-text-display-sm font-medium text-core-blue-900\">\n        See how end-to-end Internet Performance Monitoring strengthens your API resilience.      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p>LogicMonitor combines infrastructure telemetry with full Internet path visibility and Edwin AI intelligence, giving your team a unified view from user to code. Move from reactive firefighting to proactive, governed operations.<\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/catchpoint-demo\" class=\"btn btn-link\" target=\"_self\">\n        Demander une d\u00e9monstration          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h4 id=\"h-faqs\" class=\"wp-block-heading\">FAQ<\/h4><div class=\"accordion-block accordion-block--light\">\n      <div class=\"accordion-block__items\">\n              <div class=\"accordion-block__item active\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-what-is-the-difference-between-traditional-api-monitoring-and-internet-performance-monitoring\">\n            What is the difference between traditional API monitoring and Internet Performance Monitoring?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer active\">\n            <p> Traditional API monitoring focuses on server-side metrics like response time and error rates from cloud-based agents. Internet Performance Monitoring extends visibility across the full Internet path, including DNS, SSL, routing, and last-mile conditions, providing actionable insight into why an API is slow or unreachable.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-why-do-cloud-based-monitoring-agents-miss-real-world-api-issues\">\n            Why do cloud-based monitoring agents miss real-world API issues?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p>Cloud agents have different connectivity, resources, and bandwidth than actual end users. They cannot detect geographic routing differences, ISP congestion, or last-mile degradation. Deploying agents across real consumer locations gives a more accurate picture of API performance.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-what-are-the-four-components-of-api-resilience\">\n            What are the four components of API resilience?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p>API resilience breaks down into reachability (can consumers reach the API), availability (does it function correctly), performance (does it respond within expected timeframes), and reliability (does it work consistently). A system&rsquo;s overall resilience equals the minimum resilience across all its API dependencies.<\/p>\n                      <\/div>\n        <\/div>\n          <\/div>\n  <\/div>","protected":false},"excerpt":{"rendered":"<p>D\u00e9couvrez pourquoi la surveillance des API c\u00f4t\u00e9 serveur s'av\u00e8re insuffisante et comment la surveillance des performances Internet offre la visibilit\u00e9 de bout en bout qu'exigent les syst\u00e8mes modernes.<\/p>","protected":false},"author":16,"featured_media":623756,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"unicorn_plugin_options_block_body_class":"","footnotes":""},"categories":[5035],"tags":[5348,5446,7850,7823,7760,7906,6633,7854,6677,7866,7860],"industry":[6790],"role":[6786],"lm_strategic_tags":[],"topic":[7842],"author_attribution":[7967],"lm_product":[],"class_list":["post-619150","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","industry-all","role-itops","topic-internet-performance-monitoring","author_attribution-denton-chikura"],"acf":{"page_language":"english","translated_pages":"","updated_date":null,"author_section_checkbox":true,"author_image":617027,"author_linkedin":"https:\/\/www.linkedin.com\/in\/denton-chikura-422186201\/","author_name":"Denton Chikura","author_job_title":"Technical Writer","author_dept":"","author_bio":"Denton Chikura is a technical writer and longtime observability advocate focused on helping site reliability engineers and engineering teams discover the tools and capabilities that strengthen internet resilience. He works at the intersection of monitoring, performance, and infrastructure to make complex systems more understandable and usable, bridging the gap between deep technical detail and real\u2011world operations. His goal is to help teams build faster, detect issues earlier, and recover smarter, ultimately making the internet a better, more reliable place for everyone.","reviewer_name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Critical Requirements for Modern API Monitoring | LogicMonitor<\/title>\n<meta name=\"description\" content=\"Learn why traditional API monitoring isn&#039;t enough\u2014and how modern, user-focused, Internet Performance Monitoring helps ensure API resilience and performance.\" \/>\n<meta name=\"robots\" content=\"noindex, nofollow\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Critical Requirements for Modern API Monitoring\" \/>\n<meta property=\"og:description\" content=\"Learn why traditional API monitoring isn&#039;t enough\u2014and how modern, user-focused, Internet Performance Monitoring helps ensure API resilience and performance.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.logicmonitor.com\/fr\/blog\/critical-requirements-for-modern-api-monitoring\" \/>\n<meta property=\"og:site_name\" content=\"LogicMonitor\" \/>\n<meta property=\"article:published_time\" content=\"2026-09-01T17:26:10+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-03T20:20:12+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/09\/Blog_Critical-Requirements-for-Modern-API-Monitoring_Meta-1600x900px.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2400\" \/>\n\t<meta property=\"og:image:height\" content=\"1350\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"destiny.setzer@logicmonitor.com\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" 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Zendesk : Un plaidoyer pour une surveillance proactive et une r\u00e9solution d'incidents plus rapide"},"content":{"rendered":"<?xml encoding=\"UTF-8\"><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-book-open\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xs fs-md-text-display-sm fs-lg-text-display-md font-medium text-core-blue-900\">\n        Le t\u00e9l\u00e9chargement rapide :      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 headline-is-quote\">\n        <p>Independent, proactive monitoring is what separates teams that catch third-party outages early from teams that scramble to explain them.<\/p>\n      <\/div>\n    \n                  <ul class=\"rtc-text-content__bullet-list\">\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Internet Sonar flagged the Zendesk outage 21 minutes before Zendesk&rsquo;s own internal alerts fired.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Delayed root cause analysis cost businesses lost revenue, frustrated customers, and hours of manual workarounds as intermittent errors dragged on past 24 hours.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Multi-pod architectures add scalability but also hidden dependencies that can turn one failure into a cascading, cross-region disruption.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Give your team independent visibility into your internet stack so you can act on third-party incidents before they escalate.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                  <\/ul>\n      \n      \n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">On <strong>March 20, 2025<\/strong>, starting at <strong>15:43 AM UTC<\/strong>, Zendesk users globally encountered 503 &ldquo;Service Unavailable&rdquo; errors and 5xx server-side issues, disrupting access to critical support tools and communication channels. While immediate mitigations stabilized core services, intermittent issues continued for over 24 hours, underscoring the complexity of multi-pod infrastructure failures.<\/p><p class=\"wp-block-paragraph\"><strong>Timeline of Events<\/strong><\/p><ul class=\"wp-block-list\">\n<li><strong>15:29 AM UTC<\/strong>: Zendesk&rsquo;s internal team confirmed user reports of access issues.<\/li>\n\n\n\n<li><strong>15:50 AM UTC<\/strong>: Root cause identified as widespread 503 errors impacting multiple service pods.<\/li>\n\n\n\n<li><strong>March 21, 2025, 10:59 PM UTC<\/strong> (06:29 AM EDT): Zendesk&rsquo;s status page confirmed recovery of &ldquo;majority of issues,&rdquo; with ongoing efforts to resolve lingering intermittent failures.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1118\" height=\"666\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-82.png\" alt=\"\" class=\"wp-image-619198\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-82.png 1118w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-82-18x12.png 18w\" sizes=\"auto, (max-width: 1118px) 100vw, 1118px\"><\/figure><p class=\"wp-block-paragraph\">Error message on accessing Zendesk services<\/p><p class=\"wp-block-paragraph\">The 503 Service Unavailable responses were not immediately recognized as the root cause of the disruption. This delay hindered Zendesk&rsquo;s ability to fully understand the scope and impact of the outage in a timely manner and slowed the process of restoring service and assisting customers.<\/p><h2 id=\"h-when-zendesk-went-down-businesses-felt-the-impact\" class=\"wp-block-heading\">When Zendesk went down, businesses felt the impact<\/h2><p class=\"wp-block-paragraph\">The Zendesk outage disrupted workflows for thousands of businesses relying on the platform for customer support, sales, and internal collaboration. With critical processes offline, teams struggled to deliver timely and effective customer service. Here are some of the key consequences.<\/p><h3 id=\"h-1-access-issues-across-multiple-pods\" class=\"wp-block-heading\">#1 Access issues across multiple pods<\/h3><p class=\"wp-block-paragraph\">Many users encountered 5xx errors, which indicated problems on the server side. Users across industries (from retail to healthcare) were abruptly locked out of Zendesk portals. Support teams couldn&rsquo;t view tickets, update cases, or access customer history.<\/p><h3 id=\"h-2-service-degradation\" class=\"wp-block-heading\">#2 Service degradation<\/h3><p class=\"wp-block-paragraph\">Some services needed additional time to restart, leading to intermittent errors, often at the worst possible moments for businesses trying to handle customer inquiries. Support agents wrestled with inconsistent access and were forced to pause or redo tasks.<\/p><h3 id=\"h-3-impact-on-communication-channels\" class=\"wp-block-heading\">#3 Impact on communication channels<\/h3><p class=\"wp-block-paragraph\">Zendesk&rsquo;s core support tools went offline for large sections of the outage, limiting response times and workflow coordination. Web widgets used on company websites for direct customer engagement also went down, frustrating users who expected immediate assistance or quick self-service options.<\/p><h3 id=\"h-4-prolonged-resolution-window\" class=\"wp-block-heading\">#4 Prolonged resolution window<\/h3><p class=\"wp-block-paragraph\">Even though Zendesk reported &ldquo;majority of services&rdquo; were restored by March 21, intermittent errors lingered for more than 24 hours. This likely forced businesses to switch to manual processes.<\/p><h2 id=\"h-how-internet-performance-monitoring-identified-the-outage-before-zendesk-did\" class=\"wp-block-heading\">How Internet Performance Monitoring identified the outage before Zendesk did<\/h2><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.logicmonitor.com\/catchpoint\/internet-health\">Internet Sonar<\/a>, an Internet Performance Monitoring tool, flagged the outage at 15:22 AM UTC, 21 minutes before Zendesk&rsquo;s internal alerts.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1429\" height=\"564\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-84.png\" alt=\"\" class=\"wp-image-619201\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-84.png 1429w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-84-18x7.png 18w\" sizes=\"auto, (max-width: 1429px) 100vw, 1429px\"><\/figure><p class=\"wp-block-paragraph\">Internet Sonar dashboard<\/p><p class=\"wp-block-paragraph\">The Internet Sonar dashboard shows Zendesk&rsquo;s outage affecting multiple global locations, with 100% downtime reported across several cities.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1429\" height=\"564\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-84.png\" alt=\"\" class=\"wp-image-619200\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-84.png 1429w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-84-18x7.png 18w\" sizes=\"auto, (max-width: 1429px) 100vw, 1429px\"><\/figure><p class=\"wp-block-paragraph\">Scatterplot showing multiple tests run against Zendesk domain failing<\/p><p class=\"wp-block-paragraph\">The scatterplot above from Internet Sonar visualizes the Zendesk outage, showing a surge in failed tests (red markers) starting around 15:22 AM UTC. The concentration of failures indicates a widespread service disruption.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1376\" height=\"366\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-81.png\" alt=\"\" class=\"wp-image-619197\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-81.png 1376w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-81-18x5.png 18w\" sizes=\"auto, (max-width: 1376px) 100vw, 1376px\"><\/figure><p class=\"wp-block-paragraph\">503 Service Unavailable errors affecting Zendesk<\/p><h3 id=\"h-the-cost-of-delayed-root-cause-analysis\" class=\"wp-block-heading\">The cost of delayed root cause analysis<\/h3><p class=\"wp-block-paragraph\">Zendesk&rsquo;s internal team took 21 minutes to correlate user reports with the 503 errors that Internet Sonar had already flagged. While this might not seem like a long time, every minute of downtime means lost revenue, frustrated customers, and operational disruptions. The longer it takes to pinpoint the issue, the longer it takes to fix it.<\/p><p class=\"wp-block-paragraph\">Without immediate visibility into where and why a problem is occurring, IT teams waste precious time in war rooms trying to determine if the issue is internal or caused by a third-party provider.<\/p><h3 id=\"h-independent-proactive-monitoring-of-your-internet-stack-is-essential\" class=\"wp-block-heading\">Independent proactive monitoring of your Internet Stack is essential<\/h3><p class=\"wp-block-paragraph\">No organization can afford to operate without independent, proactive visibility into their digital ecosystem. That&rsquo;s where <a href=\"https:\/\/www.logicmonitor.com\/fr\/internet-performance-monitoring\">Supervision des performances Internet<\/a> comes in.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"868\" height=\"633\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-85.png\" alt=\"\" class=\"wp-image-619202\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-85.png 868w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-85-16x12.png 16w\" sizes=\"auto, (max-width: 868px) 100vw, 868px\"><\/figure><p class=\"wp-block-paragraph\">Internet Sonar dashboard<\/p><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.logicmonitor.com\/catchpoint\/internet-health\">Internet Sonar<\/a> eliminates guesswork by providing real-time, independent Internet health data. With Internet Sonar, you&rsquo;ll know whenever a third party has an outage, where it&rsquo;s happening, how long it&rsquo;s been going on, and whether it&rsquo;s likely to affect you.<\/p><h3 id=\"h-the-hidden-challenges-of-multi-pod-infrastructure\" class=\"wp-block-heading\">The hidden challenges of multi-pod infrastructure<\/h3><p class=\"wp-block-paragraph\">The Zendesk outage also exposed vulnerabilities of multi-pod architectures, where failures in one pod cascaded into issues across multiple regions. While these architectures are designed for scalability and redundancy, they introduce complexities that can extend downtime when something goes wrong.<\/p><p class=\"wp-block-paragraph\">In this case, even after initial recovery, intermittent failures continued for over 24 hours, preventing full service restoration. For companies reliant on cloud-based applications like Zendesk, this reinforces the need for deep visibility into third-party infrastructure dependencies to understand:<\/p><ul class=\"wp-block-list\">\n<li>Where failures are occurring<\/li>\n\n\n\n<li>How they impact interconnected systems<\/li>\n\n\n\n<li>How long the recovery process might take<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.logicmonitor.com\/catchpoint\/internet-stack-map\">Carte de la pile Internet<\/a> can help with this by showing a live view of the health of your digital service and the services it depends on.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"897\" height=\"597\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-83.png\" alt=\"\" class=\"wp-image-619199\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-83.png 897w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-83-18x12.png 18w\" sizes=\"auto, (max-width: 897px) 100vw, 897px\"><\/figure><p class=\"wp-block-paragraph\">Internet Stack Map dashboard<\/p><p class=\"wp-block-paragraph\">By automatically discovering third-party dependencies, Internet Stack Map helps organizations understand the health of their digital ecosystem at a glance. When one component fails, it&rsquo;s clearly highlighted, making root-cause analysis seamless.<\/p><h2 id=\"h-full-visibility-starts-here\" class=\"wp-block-heading\">Full visibility starts here<\/h2><p class=\"wp-block-paragraph\">Outages like Zendesk&rsquo;s reinforce a fundamental reality: you can&rsquo;t protect what you can&rsquo;t see. LogicMonitor brings together <a href=\"https:\/\/www.logicmonitor.com\/fr\/internet-performance-monitoring\">internet visibility<\/a>,<a href=\"https:\/\/www.logicmonitor.com\/fr\/infrastructure-monitoring\"> infrastructure monitoring<\/a>, et <a href=\"https:\/\/www.logicmonitor.com\/fr\/edwin-ai\">AI orchestration<\/a> into one platform, giving teams unified visibility from user to code. That means faster detection, clearer context, and confident action, whether the issue sits inside your environment or with a third-party provider.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-calendar-check\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xxs fs-md-text-display-xs fs-lg-text-display-sm font-medium text-core-blue-900\">\n        Catch third-party outages before they impact your users.      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p>LogicMonitor Synthetics and Internet Performance Monitoring deliver independent, real-time visibility into every dependency in your internet stack, so you can detect, diagnose, and resolve incidents faster. See how it works in your environment.<\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/catchpoint-demo\" class=\"btn btn-link\" target=\"_self\">\n        Demander une d\u00e9monstration          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h4 id=\"h-faqs\" class=\"wp-block-heading\">FAQ<\/h4><div class=\"accordion-block accordion-block--light\">\n      <div class=\"accordion-block__items\">\n              <div class=\"accordion-block__item active\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-how-did-internet-sonar-detect-the-zendesk-outage-before-zendesks-own-team\">\n            How did Internet Sonar detect the Zendesk outage before Zendesk's own team?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer active\">\n            <p>Internet Sonar continuously runs independent tests against services from global locations, so it flagged widespread 503 failures at 15:22 AM UTC. That was 21 minutes before Zendesk&rsquo;s internal alerts confirmed the issue, giving affected teams an earlier warning of a third-party problem.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-why-did-the-zendesk-outage-take-so-long-to-fully-resolve\">\n            Why did the Zendesk outage take so long to fully resolve?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p>Zendesk runs on a multi-pod architecture, where a failure in one pod can cascade across regions. Even after core services stabilized, intermittent errors persisted for more than 24 hours, which delayed full restoration and pushed some businesses to manual processes.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-how-can-businesses-reduce-the-impact-of-third-party-outages-like-this-one\">\n            How can businesses reduce the impact of third-party outages like this one?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p>Independent, proactive monitoring gives teams visibility into services they depend on but do not control. Tools like Internet Sonar and Internet Stack Map show where a failure is happening, how it affects connected systems, and how long it has been ongoing, which speeds up root cause analysis and incident response.<\/p>\n                      <\/div>\n        <\/div>\n          <\/div>\n  <\/div>","protected":false},"excerpt":{"rendered":"<p>D\u00e9couvrez comment la surveillance des performances Internet a d\u00e9tect\u00e9 la panne de Zendesk 21 minutes \u00e0 l'avance et ce que cela enseigne aux \u00e9quipes sur la surveillance proactive et la r\u00e9solution plus rapide des incidents.<\/p>","protected":false},"author":16,"featured_media":624047,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"unicorn_plugin_options_block_body_class":"","footnotes":""},"categories":[5035],"tags":[7850,7777,7760,7864,7906,7752,7854,6677,7862,7860],"industry":[6790],"role":[6786],"lm_strategic_tags":[],"topic":[7842],"author_attribution":[7967],"lm_product":[],"class_list":["post-619195","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","industry-all","role-itops","topic-internet-performance-monitoring","author_attribution-denton-chikura"],"acf":{"page_language":"english","translated_pages":"","updated_date":null,"author_section_checkbox":true,"author_image":617027,"author_linkedin":"https:\/\/www.linkedin.com\/in\/denton-chikura-422186201\/","author_name":"Denton Chikura","author_job_title":"Technical Writer","author_dept":"","author_bio":"Denton Chikura is a technical writer and longtime observability advocate focused on helping site reliability engineers and engineering teams discover the tools and capabilities that strengthen internet resilience. He works at the intersection of monitoring, performance, and infrastructure to make complex systems more understandable and usable, bridging the gap between deep technical detail and real\u2011world operations. His goal is to help teams build faster, detect issues earlier, and recover smarter, ultimately making the internet a better, more reliable place for everyone.","reviewer_name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Zendesk Outage: Why Proactive Monitoring Matters | LogicMonitor<\/title>\n<meta name=\"description\" content=\"Zendesk&#039;s recent outage is a reminder of the importance of proactive monitoring. Learn what happened, how it was detected, and key takeaways for better incident response.\" \/>\n<meta name=\"robots\" content=\"noindex, nofollow\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Zendesk Outage: A Case for Proactive Monitoring and Faster Incident Response\" \/>\n<meta property=\"og:description\" content=\"Zendesk&#039;s recent outage is a reminder of the importance of proactive monitoring. Learn what happened, how it was detected, and key takeaways for better incident response.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.logicmonitor.com\/fr\/blog\/zendesk-outage-a-case-for-proactive-monitoring-and-faster-incident-response\" \/>\n<meta property=\"og:site_name\" content=\"LogicMonitor\" \/>\n<meta property=\"article:published_time\" content=\"2026-09-01T17:24:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-02T17:02:55+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Blog_Zendesk-Outage_-A-Case-for-Proactive-Monitoring-and-Faster-Incident-Response_Meta-1600x900px.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2400\" \/>\n\t<meta property=\"og:image:height\" content=\"1350\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"destiny.setzer@logicmonitor.com\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/zendesk-outage-a-case-for-proactive-monitoring-and-faster-incident-response#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/zendesk-outage-a-case-for-proactive-monitoring-and-faster-incident-response\"},\"author\":{\"name\":\"destiny.setzer@logicmonitor.com\",\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/#\\\/schema\\\/person\\\/bfbb8cb00c9595482098c66aa78b9def\"},\"headline\":\"Zendesk Outage: A Case for Proactive Monitoring and Faster Incident Response\",\"datePublished\":\"2026-09-01T17:24:24+00:00\",\"dateModified\":\"2026-09-02T17:02:55+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/zendesk-outage-a-case-for-proactive-monitoring-and-faster-incident-response\"},\"wordCount\":856,\"image\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/zendesk-outage-a-case-for-proactive-monitoring-and-faster-incident-response#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.logicmonitor.com\\\/wp-content\\\/uploads\\\/2026\\\/07\\\/Blog_Zendesk-Outage_-A-Case-for-Proactive-Monitoring-and-Faster-Incident-Response_940x600_Featured-Image.png\",\"keywords\":[\"Catchpoint\",\"Edwin\",\"Incident Response\",\"Internet Sonar\",\"Internet Stack Map\",\"LM Envision\",\"Outage Detection\",\"Performance optimization\",\"SLA Monitoring\",\"User Experience\"],\"articleSection\":[\"Blog\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/zendesk-outage-a-case-for-proactive-monitoring-and-faster-incident-response\",\"url\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/zendesk-outage-a-case-for-proactive-monitoring-and-faster-incident-response\",\"name\":\"Zendesk Outage: Why Proactive Monitoring Matters | LogicMonitor\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/zendesk-outage-a-case-for-proactive-monitoring-and-faster-incident-response#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/zendesk-outage-a-case-for-proactive-monitoring-and-faster-incident-response#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.logicmonitor.com\\\/wp-content\\\/uploads\\\/2026\\\/07\\\/Blog_Zendesk-Outage_-A-Case-for-Proactive-Monitoring-and-Faster-Incident-Response_940x600_Featured-Image.png\",\"datePublished\":\"2026-09-01T17:24:24+00:00\",\"dateModified\":\"2026-09-02T17:02:55+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/#\\\/schema\\\/person\\\/bfbb8cb00c9595482098c66aa78b9def\"},\"description\":\"Zendesk's recent outage is a reminder of the importance of proactive monitoring. 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de panne : pourquoi la panne de X a rendu la surveillance ind\u00e9pendante essentielle"},"content":{"rendered":"<?xml encoding=\"UTF-8\"><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50 rtc-text-content--no-top-pad\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-book-open\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xs fs-md-text-display-sm fs-lg-text-display-md font-medium text-core-blue-900\">\n        Le t\u00e9l\u00e9chargement rapide :      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 headline-is-quote\">\n        <p>When a platform you don&rsquo;t control fails, independent monitoring is the difference between confirming impact in minutes and troubleshooting blind for hours.<\/p>\n      <\/div>\n    \n                  <ul class=\"rtc-text-content__bullet-list\">\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>X went down repeatedly over 24 hours across more than 30 countries, and vendor communication stayed sparse throughout the disruption.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Catchpoint&rsquo;s Internet Sonar detected each outage wave in real time, mapped the global spread, and confirmed the problem sat outside internal infrastructure.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Traceroute and wait-time data showed heavy packet loss and degraded response times, patterns consistent with the DDoS attack X later cited.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Check whether your monitoring extends past your own infrastructure to the Internet path your users actually traverse, before your next critical vendor goes dark.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                  <\/ul>\n      \n      \n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Your business depends on platforms you don&rsquo;t control. When one of those platforms fails, the only question that matters is how quickly your team can confirm impact, communicate clearly, and avoid wasting time troubleshooting the wrong system. On March 10, 2025, the X (formerly Twitter) global outage gave IT teams everywhere a case study in that exact challenge.<\/p><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.logicmonitor.com\/fr\/logicmonitor-catchpoint\">Catchpoint, a LogicMonitor company<\/a>, detected the crisis in real time through <a href=\"https:\/\/www.logicmonitor.com\/catchpoint\/internet-health\">Internet Sonar<\/a>, providing independent visibility while the platform&rsquo;s own communications remained sparse. For IT teams, the lesson extends well beyond this single incident: any organization relying on opaque third-party platforms without independent monitoring is operating with a significant blind spot.<\/p><p class=\"wp-block-paragraph\">Here&rsquo;s what happened, what the monitoring data revealed, and what IT teams should take away from an incident that reinforced why outside-in visibility matters.<\/p><h2 id=\"h-x-outage-explained-what-happened\" class=\"wp-block-heading\">X Outage Explained: What Happened<\/h2><p class=\"wp-block-paragraph\">On March 10, 2025, starting at 5:30 AM EDT, users worldwide were abruptly disconnected from X. Over the next 24 hours, waves of outages (punctuated by brief recoveries) left users stranded, unable to access feeds, send messages, or engage with content. The disruption spanned more than 30 countries, from Argentina to the UAE, underscoring the platform&rsquo;s global reach and the scale of its failure.<\/p><p class=\"wp-block-paragraph\">The outage unfolded in several distinct stages due to connection timeouts.<\/p><h3 id=\"h-tracking-the-x-outage-in-real-time\" class=\"wp-block-heading\">Tracking the X Outage in Real Time<\/h3><p class=\"wp-block-paragraph\"><strong>March 10<\/strong><\/p><ul class=\"wp-block-list\">\n<li><strong>First wave:<\/strong><\/li>\n\n\n\n<li><strong>5:30 AM EDT:<\/strong> First reports of X being down surface.<\/li>\n\n\n\n<li><strong>6:30 AM EDT:<\/strong> X comes back for most users.<\/li>\n\n\n\n<li><strong>Second wave:<\/strong><\/li>\n\n\n\n<li><strong>9:30 AM EDT:<\/strong> A second wave of outage reports indicates that X is down again.<\/li>\n\n\n\n<li><strong>Third wave:<\/strong><\/li>\n\n\n\n<li><strong>11:15 AM EDT:<\/strong> A third wave of outage reports emerges, with X down once again.<\/li>\n\n\n\n<li><strong>Recovery phase:<\/strong><\/li>\n\n\n\n<li><strong>1:15 PM EDT:<\/strong> X recovers for many users.<\/li>\n\n\n\n<li><strong>2:15 PM EDT:<\/strong> X is working for some, but many continue to report issues.<\/li>\n\n\n\n<li><strong>3:25 PM EDT:<\/strong> X recovers for most people.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><strong>March 11<\/strong><\/p><ul class=\"wp-block-list\">\n<li><strong>Additional reports:<\/strong><\/li>\n\n\n\n<li><strong>5:00 AM EDT:<\/strong> A small spike in outage reports appears.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Outages appeared to have subsided as of reporting, though this could change as investigations into the root cause continued.<\/p><p class=\"wp-block-paragraph\">When a third-party platform fails this visibly, the first challenge for IT teams is determining whether the problem is internal, external, or somewhere in the dependency chain. Independent Internet monitoring answers that question in minutes rather than hours. It confirms whether your own infrastructure is healthy, identifies which external dependencies are affected, and gives your team the evidence they need to brief stakeholders and update customers with confidence.<\/p><h2 id=\"h-how-internet-sonar-revealed-the-disruption\" class=\"wp-block-heading\">How Internet Sonar Revealed the Disruption<\/h2><p class=\"wp-block-paragraph\">Internet Sonar detected multiple outages for X in real time as the disruptions unfolded. Multiple X-related domains were unable to deliver content. These domains are often used to load content on other websites (known as &ldquo;child requests&rdquo;). The widespread failures seen across many locations demonstrate how extensively the outage disrupted X and other websites relying on X&rsquo;s infrastructure.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"409\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-11.jpeg\" alt=\"\" class=\"wp-image-619188\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-11.jpeg 800w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-11-18x9.jpeg 18w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\"><\/figure><p class=\"wp-block-paragraph\">Scatterplot of X&rsquo;s service disruption<\/p><p class=\"wp-block-paragraph\">The scatterplot above shows multiple tests run against X Corp&rsquo;s domains throughout the outage period. The clusters of red dots highlight moments when tests consistently failed or timed out. Each cluster corresponds with one of the outage waves, clearly illustrating the recurring and widespread nature of X&rsquo;s connection issues during this incident.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1379\" height=\"195\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-76.png\" alt=\"\" class=\"wp-image-619187\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-76.png 1379w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-76-18x3.png 18w\" sizes=\"auto, (max-width: 1379px) 100vw, 1379px\"><\/figure><p class=\"wp-block-paragraph\">Waterfall chart from Catchpoint&rsquo;s portal<\/p><p class=\"wp-block-paragraph\">The waterfall chart above shows that X&rsquo;s servers could initially be reached, but response times were severely degraded. Eventually, these requests timed out completely, meaning the servers failed to deliver the requested content. This illustrates the delays users experienced during the outage.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1296\" height=\"664\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-78.png\" alt=\"\" class=\"wp-image-619190\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-78.png 1296w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-78-18x9.png 18w\" sizes=\"auto, (max-width: 1296px) 100vw, 1296px\"><\/figure><p class=\"wp-block-paragraph\">Traceroute data from Catchpoint&rsquo;s portal<\/p><p class=\"wp-block-paragraph\">The traceroute data above shows significant issues during the outage, particularly large packet losses and high round-trip times (RTT). High packet loss means that data sent to X&rsquo;s servers was frequently lost along the way, while increased RTT indicates that responses from X&rsquo;s servers were severely delayed. Both clearly illustrate why users experienced sluggish performance during the outage.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"574\" height=\"377\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-75.png\" alt=\"\" class=\"wp-image-619186\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-75.png 574w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-75-18x12.png 18w\" sizes=\"auto, (max-width: 574px) 100vw, 574px\"><\/figure><p class=\"wp-block-paragraph\">Screenshot showing a typical user experience during the outage on x.com<\/p><h2 id=\"h-what-the-data-suggested\" class=\"wp-block-heading\">What the Data Suggested<\/h2><p class=\"wp-block-paragraph\">CEO Elon Musk attributed the outage to a <a href=\"https:\/\/news.sky.com\/story\/elon-musk-says-x-hit-by-massive-cyber-attack-as-users-unable-to-log-in-13325939\">DDoS (Denial of Service) attack<\/a>. Independent monitoring data showed patterns consistent with that explanation, though monitoring alone can&rsquo;t confirm the root cause definitively.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1376\" height=\"861\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-77.png\" alt=\"\" class=\"wp-image-619189\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-77.png 1376w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-77-18x12.png 18w\" sizes=\"auto, (max-width: 1376px) 100vw, 1376px\"><\/figure><p class=\"wp-block-paragraph\">Wait time data over three-day period<\/p><p class=\"wp-block-paragraph\">Data collected over an extended baseline for X Corp&rsquo;s domains shows that during the outage there was a notable spike in mean wait time. This suggests the servers were slower to respond, an effect that aligns with what typically occurs during a DDoS attack. The elevated wait times, combined with significant packet loss and degraded response patterns observed across multiple geographies, are consistent with a volumetric attack. However, similar symptoms can also result from infrastructure misconfigurations or capacity failures under unexpected load.<\/p><p class=\"wp-block-paragraph\">Monitoring doesn&rsquo;t replace mitigation. Organizations should also evaluate DDoS protection and WAF configurations as part of their overall resilience strategy.<\/p><h2 id=\"h-lessons-from-the-x-outage\" class=\"wp-block-heading\">Lessons From the X Outage<\/h2><p class=\"wp-block-paragraph\">The X outage exposed real vulnerabilities in how businesses depend on platforms they don&rsquo;t control, and how limited their visibility can be when things go wrong.<\/p><h3 id=\"h-the-internet-is-interconnected-and-that-creates-risk\" class=\"wp-block-heading\">The Internet Is Interconnected, and That Creates Risk<\/h3><p class=\"wp-block-paragraph\">The outage reinforced something that&rsquo;s easy to overlook: the Internet is a web of interdependent systems, and a failure in one platform can cascade quickly. X didn&rsquo;t just go down once. It failed repeatedly over 24 hours, leaving millions unable to access the service.<\/p><p class=\"wp-block-paragraph\">Modern applications rely on the internet stack, which includes layers of third-party services, APIs, cloud providers, and DNS resolvers. Each layer is a potential point of failure. When one breaks, the effects ripple outward.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2475\" height=\"1370\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/06\/FIGURE-1_-The-Internet-Stack.png\" alt=\"\" class=\"wp-image-614721\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/06\/FIGURE-1_-The-Internet-Stack.png 2475w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/06\/FIGURE-1_-The-Internet-Stack-300x166.png 300w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/06\/FIGURE-1_-The-Internet-Stack-1024x567.png 1024w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/06\/FIGURE-1_-The-Internet-Stack-768x425.png 768w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/06\/FIGURE-1_-The-Internet-Stack-1536x850.png 1536w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/06\/FIGURE-1_-The-Internet-Stack-2048x1134.png 2048w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/06\/FIGURE-1_-The-Internet-Stack-18x10.png 18w\" sizes=\"auto, (max-width: 2475px) 100vw, 2475px\"><\/figure><p class=\"wp-block-paragraph\">The layers of the internet stack<\/p><p class=\"wp-block-paragraph\">Consider the ripple effects: small businesses lost real-time customer engagement, journalists couldn&rsquo;t share breaking news, and organizations relying on the platform for time-sensitive communication faced potential delays in reaching their audiences. No platform, regardless of scale, is immune to disruption. Preparedness begins with acknowledging that risk.<\/p><h3 id=\"h-vendor-updates-arent-enough-independent-visibility-matters\" class=\"wp-block-heading\">Vendor Updates Aren&rsquo;t Enough: Independent Visibility Matters<\/h3><p class=\"wp-block-paragraph\">During the outage, users received limited information beyond a brief statement from X&rsquo;s CEO. This situation isn&rsquo;t uncommon. Vendor status pages often struggle to keep pace with rapidly evolving incidents, and delays in communication lead to confusion and slower response times for impacted businesses.<\/p><p class=\"wp-block-paragraph\">Independent, proactive monitoring tools give your organization clear, real-time insights. That enables faster responses and smoother operations, regardless of vendor communication timelines.<\/p><h3 id=\"h-independent-monitoring-in-action\" class=\"wp-block-heading\">Independent Monitoring in Action<\/h3><p class=\"wp-block-paragraph\">The X outage demonstrated exactly why proactive, independent monitoring matters. Teams using <a href=\"https:\/\/www.logicmonitor.com\/catchpoint\/internet-health\">Internet Sonar<\/a> et <a href=\"https:\/\/www.logicmonitor.com\/catchpoint\/internet-stack-map\">Carte de la pile Internet<\/a> had two capabilities that proved especially valuable during the event.<\/p><p class=\"wp-block-paragraph\">Internet Sonar provided real-time, vendor-agnostic detection. It caught the outage&rsquo;s first ripple, mapped its global spread, and quantified its impact. For IT teams, this translated into actionable time. Instead of reacting to user complaints or waiting for a vendor status page update, teams could confirm the issue independently and begin communicating with stakeholders within minutes of the first disruption.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1433\" height=\"492\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-79.png\" alt=\"\" class=\"wp-image-619191\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-79.png 1433w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-79-18x6.png 18w\" sizes=\"auto, (max-width: 1433px) 100vw, 1433px\"><\/figure><p class=\"wp-block-paragraph\">Internet Sonar<\/p><p class=\"wp-block-paragraph\">Internet Sonar&rsquo;s map view above shows how widespread the disruption was, with outages reported across multiple locations around the globe.<\/p><p class=\"wp-block-paragraph\">During incidents like this, independent monitoring helps teams in several concrete ways:<\/p><ul class=\"wp-block-list\">\n<li><strong>Confirming impact scope:<\/strong> Instead of relying on social media chatter or vendor acknowledgments, teams can verify the geographic and functional scope of a disruption directly.<\/li>\n\n\n\n<li><strong>Briefing internal stakeholders:<\/strong> With real data showing which services are affected and how severely, teams can provide leadership with specific, credible updates rather than &ldquo;we&rsquo;re looking into it.&rdquo;<\/li>\n\n\n\n<li><strong>Updating customers:<\/strong> External-facing communications become faster and more accurate when backed by independent telemetry.<\/li>\n\n\n\n<li><strong>Avoiding wasted troubleshooting:<\/strong> When monitoring confirms the problem is external, teams can stop investigating their own infrastructure and focus on workarounds or contingency plans.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Internet Stack Map complemented this by visualizing X&rsquo;s dependencies. When the platform went down, teams could see exactly how interconnected services (APIs, authentication layers, and content delivery networks) were affected. This dependency visibility turned a vague public outage into an actionable map of affected services. Root-cause analysis, often a process that takes days when you&rsquo;re waiting for vendor post-mortems, became a matter of minutes with independent data.<\/p><h3 id=\"h-what-to-monitor-when-critical-third-party-platforms-fail\" class=\"wp-block-heading\">What to Monitor When Critical Third-Party Platforms Fail<\/h3><p class=\"wp-block-paragraph\">When a major platform goes down, your monitoring should cover the full path between your users and the affected service:<\/p><ul class=\"wp-block-list\">\n<li>DNS resolution and propagation<\/li>\n\n\n\n<li>CDN and edge delivery<\/li>\n\n\n\n<li>BGP routing and path changes<\/li>\n\n\n\n<li>API dependencies and response times<\/li>\n\n\n\n<li>Synthetic test performance from multiple geographies<\/li>\n\n\n\n<li>Real user impact signals (error rates, page load failures)<\/li>\n<\/ul><h2 id=\"h-why-outside-in-visibility-belongs-in-your-monitoring-strategy\" class=\"wp-block-heading\">Why Outside-In Visibility Belongs in Your Monitoring Strategy<\/h2><p class=\"wp-block-paragraph\">The X outage was a clear reminder that traditional infrastructure monitoring alone can&rsquo;t catch what happens outside the firewall. When a platform like X goes down, the cause may sit in DNS, BGP routing, CDN layers, or third-party services that are invisible to internal tools.<\/p><p class=\"wp-block-paragraph\">This is where <a href=\"https:\/\/www.logicmonitor.com\/fr\/internet-performance-monitoring\">Supervision des performances Internet<\/a> fits in. By monitoring the external Internet path independently, from the perspective of real users across the globe, IT teams get visibility into the dependencies they rely on but don&rsquo;t control.<\/p><p class=\"wp-block-paragraph\">LogicMonitor&rsquo;s platform brings this outside-in visibility together with <a href=\"https:\/\/www.logicmonitor.com\/fr\/infrastructure-monitoring\">infrastructure monitoring<\/a> et <a href=\"https:\/\/www.logicmonitor.com\/fr\/edwin-ai\">Edwin AI<\/a> in a single system. That means teams can correlate external Internet disruptions with internal service impact, reduce investigation time, and respond with confidence, whether the problem is inside their environment, outside it, or somewhere in between.<\/p><p class=\"wp-block-paragraph\">For IT teams managing complex, distributed systems, the next step is concrete: evaluate whether your current monitoring extends beyond your own infrastructure to the Internet path your users actually traverse. Review your coverage of third-party dependencies. Confirm that when your next critical vendor goes dark, your team has independent data to act on, not just a status page to refresh.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-calendar-check\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xxs fs-md-text-display-xs fs-lg-text-display-sm font-medium text-core-blue-900\">\n        See how outside-in visibility protects your team when critical vendors fail.      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p>LogicMonitor combines external Internet monitoring with infrastructure insight, so you can pinpoint impact and act with confidence during any disruption.<\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/catchpoint-demo\" class=\"btn btn-link\" target=\"_self\">\n        Demander une d\u00e9monstration          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h4 id=\"h-faqs\" class=\"wp-block-heading\">FAQ<\/h4><div class=\"accordion-block accordion-block--light\">\n      <div class=\"accordion-block__items\">\n              <div class=\"accordion-block__item active\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-how-long-does-a-dns-cache-entry-last\">\n            How long does a DNS cache entry last?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer active\">\n            <p>Each DNS record includes a TTL (time-to-live) value set in seconds by the authoritative name server. Once cached, the record counts down from that TTL. When it reaches zero, the entry is removed and the next query triggers a fresh lookup.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-what-is-the-ns-cache-trap-and-how-do-you-avoid-it\">\n            What is the NS cache trap and how do you avoid it?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p>The NS cache trap occurs when NS records and the corresponding A\/AAAA records for a name server have mismatched TTLs. One expires before the other, forcing extra lookups or full recursion. To avoid it, ensure NS and A\/AAAA TTLs are aligned in your DNS zone configuration.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-how-do-browsers-cache-dns-differently-from-dns-servers\">\n            How do browsers cache DNS differently from DNS servers?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p>Browsers and applications use the OS &ldquo;getaddrinfo()&rdquo; function, which returns IP addresses but no TTL data. Because no TTL is passed to the application, each browser sets its own cache duration and record limit. These values vary widely across browsers and versions, so check your browser&rsquo;s developer tools or internals page (e.g., chrome:\/\/net-internals\/#dns) for current behavior.<\/p>\n                      <\/div>\n        <\/div>\n          <\/div>\n  <\/div>","protected":false},"excerpt":{"rendered":"<p>Quand X a cess\u00e9 d'\u00e9mettre pendant 24 heures, une surveillance ind\u00e9pendante a confirm\u00e9 l'impact en quelques minutes. D\u00e9couvrez comment la visibilit\u00e9 externe permet aux \u00e9quipes informatiques d'anticiper les mises \u00e0 jour des fournisseurs.<\/p>","protected":false},"author":16,"featured_media":624037,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"unicorn_plugin_options_block_body_class":"","footnotes":""},"categories":[5035],"tags":[7865,7850,7867,7823,7760,7864,7906,7854,7917,7871],"industry":[6790],"role":[6786],"lm_strategic_tags":[],"topic":[7842],"author_attribution":[7967],"lm_product":[],"class_list":["post-619183","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","industry-all","role-itops","topic-internet-performance-monitoring","author_attribution-denton-chikura"],"acf":{"page_language":"english","translated_pages":"","updated_date":null,"author_section_checkbox":true,"author_image":617027,"author_linkedin":"https:\/\/www.linkedin.com\/in\/denton-chikura-422186201\/","author_name":"Denton Chikura","author_job_title":"Technical Writer","author_dept":"","author_bio":"Denton Chikura is a technical writer and longtime observability advocate focused on helping site reliability engineers and engineering teams discover the tools and capabilities that strengthen internet resilience. He works at the intersection of monitoring, performance, and infrastructure to make complex systems more understandable and usable, bridging the gap between deep technical detail and real\u2011world operations. His goal is to help teams build faster, detect issues earlier, and recover smarter, ultimately making the internet a better, more reliable place for everyone.","reviewer_name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What the X Outage Reveals About Independent Monitoring | LogicMonitor<\/title>\n<meta name=\"description\" content=\"X&#039;s series of global outages highlight why proactive monitoring is essential during major disruptions. 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InSession : un outil de traceroute pour les r\u00e9seaux modernes"},"content":{"rendered":"<?xml encoding=\"UTF-8\"><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50 rtc-text-content--no-top-pad\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-book-open\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xs fs-md-text-display-sm fs-lg-text-display-md font-medium text-core-blue-900\">\n        The quick download:      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 headline-is-quote\">\n        <p>Traceroute InSession fixes the two problems that make traditional traceroute misleading on modern networks.<\/p>\n      <\/div>\n    \n                  <ul class=\"rtc-text-content__bullet-list\">\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Firewalls often block standard traceroute packets and show them as packet loss that isn&rsquo;t really there.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Standard traceroute reports how far each router is from the source, not whether those routers actually connect.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>By mimicking a TCP session, InSession slips past firewalls and holds one consistent path through per-flow load balancers, with low load on the destination server.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Try the open-source code on GitHub, then run it at scale across many vantage points with LogicMonitor Synthetics and Internet Performance Monitoring.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                  <\/ul>\n      \n      \n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Traceroute has been a trusted network diagnostic tool for decades. When applications slow down or users experience connectivity issues, it&rsquo;s often the first tool engineers use to determine whether the problem lies within their own infrastructure, somewhere on the Internet, or at the destination. But today&rsquo;s Internet is far more complex than the one traceroute was originally designed for. Firewalls, load balancers, CDNs, and dynamic routing can all make traditional traceroute results incomplete&mdash;or even misleading.<\/p><p class=\"wp-block-paragraph\">Years of analyzing billions of traceroutes across backbone networks, cloud regions, enterprise environments, wireless providers, and endpoint devices have revealed both the strengths and limitations of traditional traceroute. This article explores those limitations, explains why they occur, and shows how Traceroute InSession addresses them.<\/p><h2 id=\"h-understanding-the-limitations-of-traditional-traceroute\" class=\"wp-block-heading\">Understanding the limitations of traditional traceroute<\/h2><p class=\"wp-block-paragraph\">With standard traceroute, the results all too often look something like this:<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1429\" height=\"449\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-67.png\" alt=\"\" class=\"wp-image-619167\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-67.png 1429w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-67-18x6.png 18w\" sizes=\"auto, (max-width: 1429px) 100vw, 1429px\"><\/figure><p class=\"wp-block-paragraph\">This example shows a TCP traceroute from one of our backbone nodes in New York connected to Cogent Communications, to Amazon. As expected, Amazon uses a CDN to serve traffic from different edge locations, so the traceroute reaches five different destinations across repeated runs. This behavior is anticipated and normal.<\/p><h3 id=\"h-why-firewalls-interfere-with-traceroute\" class=\"wp-block-heading\">Why firewalls interfere with traceroute<\/h3><p class=\"wp-block-paragraph\">So what&rsquo;s not expected? The red dots and all the crossed lines. The red dots show packet loss, but in reality the Internet isn&rsquo;t <em>that<\/em> broken. Rather than packet loss, this is likely the result of firewalls blocking some of the traceroute packets. We&rsquo;ll call this <strong><em>the firewalls problem<\/em><\/strong>.<\/p><h3 id=\"h-why-traceroute-cant-accurately-reveal-network-paths\" class=\"wp-block-heading\">Why traceroute can&rsquo;t accurately reveal network paths<\/h3><p class=\"wp-block-paragraph\">All the crossed lines suggest a very complex router topology, except that&rsquo;s not true either. We&rsquo;ll call this <strong><em>the paths problem<\/em><\/strong>. In fact, standard traceroute cannot reveal the path that a packet takes. That&rsquo;s deeply counter-intuitive: traceroute is meant to trace the route, yet what it actually tells you is that it encountered one router X hops away and another router Y hops away. It has no way to prove whether the routers are connected or what&rsquo;s between them.<\/p><p class=\"wp-block-paragraph\">To explain the paths problem further, let&rsquo;s look at an individual traceroute run:<\/p><pre class=\"wp-block-code\"><code>Traceroute to www.amazon.com (18.164.107.218), 30 hops max\n 1  gateway (38.101.106.65) [AS174]  0 ms  0 ms  0 ms\n 2  * * *\n 3  te0-0-0-1.ccr31.jfk04.atlas.cogentco.com (154.54.5.177) [AS174]  1 ms  1 ms  1 ms\n 4  be3363.ccr42.jfk02.atlas.cogentco.com (154.54.3.125) [AS174]  2 ms  1 ms  1 ms\n 5  be3201.rcr52.ewr01.atlas.cogentco.com (154.54.90.62) [AS174]  2 ms  2 ms  2 ms\n 6  38.142.215.210 (38.142.215.210) [AS174]  2 ms  2 ms  2 ms\n 7  * * *\n 8  * * *\n 9  * * *\n10  * * *\n11  15.230.208.23 (15.230.208.23)  2 ms  2 ms  2 ms\n12  15.230.208.23 (15.230.208.23)  2 ms  2 ms  2 ms\n13  server-18-164-107-218.jfk50.r.cloudfront.net (18.164.107.218) [AS16509]  2 ms  2 ms  2 ms<\/code><\/pre><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">This output indicates that the traceroute went to the gateway, then to the jfk04 Cogent router, then the jfk02 router, and so on, right?<\/p><p class=\"wp-block-paragraph\"><strong>WRONG!<\/strong><\/p><p class=\"wp-block-paragraph\">What it actually shows is that one packet from the traceroute took a path through the gateway and found that it was one hop away from the source. Another packet took a path through jfk04 and found that it was three hops away from the source. A third took a path through jfk02 and found that it was four hops away from the source, and so forth. Each packet in a traditional traceroute operates independently. The traceroute output reveals only the distance of each router from the source, not whether they are interconnected.<\/p><p class=\"wp-block-paragraph\">Another limitation is that a single traceroute cannot determine whether all possible routers have been identified. <a href=\"https:\/\/www.logicmonitor.com\/logicmonitor-catchpoint\">Catchpoint, now part of LogicMonitor<\/a>, and others addressed this challenge long ago by running repeated traceroutes. Since each traceroute may discover a different subset of routers, combining the results from many runs provides a more complete view of the network path. That&rsquo;s how the diagram at the top was generated. Each traceroute identified one router at each hop, and repeated runs made it possible to identify the full set of observed routers with a high degree of confidence.<\/p><h2 id=\"h-how-traceroute-insession-overcomes-firewall-and-path-limitations\" class=\"wp-block-heading\">How Traceroute InSession overcomes firewall and path limitations<\/h2><p class=\"wp-block-paragraph\">Traceroute InSession was designed to address the two remaining challenges: firewalls causing so-called &ldquo;packet loss&rdquo; and the incorrect assumption that routers are adjacent when they might not be.<\/p><p class=\"wp-block-paragraph\">The result is a diagram that looks like this for the example above:<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"570\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-70.png\" alt=\"\" class=\"wp-image-619171\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-70.png 1600w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-70-18x6.png 18w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\"><\/figure><p class=\"wp-block-paragraph\">Far fewer red dots (none in this example) and much cleaner lines that provide a much higher degree of confidence that adjacent routers are actually connected.<\/p><p class=\"wp-block-paragraph\">How does it work? The following sections explain the approach and include a link to the open-source implementation. For readers interested in the technical background, the next section revisits the fundamentals of traceroute.<\/p><p class=\"wp-block-paragraph\">Those who prefer to skip ahead can jump directly to the solution.<\/p><h2 id=\"h-a-brief-history-of-traceroute\" class=\"wp-block-heading\">A brief history of traceroute<\/h2><p class=\"wp-block-paragraph\">Traceroute was developed as a diagnostic tool to identify the journey of a packet through an IP network and to assess the pathway&rsquo;s performance. Before IP networks, traceroute didn&rsquo;t need to exist. Maybe it could have, but the Internet&rsquo;s simplicity at the time didn&rsquo;t demand such a tool. To illustrate, this is what the Internet looked like in 1984:<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1438\" height=\"866\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-73.png\" alt=\"\" class=\"wp-image-619174\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-73.png 1438w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-73-18x12.png 18w\" sizes=\"auto, (max-width: 1438px) 100vw, 1438px\"><\/figure><p class=\"wp-block-paragraph\">Compare that to what the Internet looks like nowadays:<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"864\" height=\"916\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-74.png\" alt=\"\" class=\"wp-image-619175\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-74.png 864w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-74-11x12.png 11w\" sizes=\"auto, (max-width: 864px) 100vw, 864px\"><\/figure><p class=\"wp-block-paragraph\">There&rsquo;s a lot of complexity, and complexity calls for tools to decipher it. This principle is a recurring theme in our discussion.<\/p><p class=\"wp-block-paragraph\">In the 1980s, the Internet Protocol (IP), created in 1974 by Vint Cerf and Bob Kahn, was still a novel concept. <em>Ping<\/em> was introduced in 1983 to measure the latency between a client and a destination. Following this, in 1988, Van Jacobson wrote the now-famous &ldquo;traceroute email&rdquo;:<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"440\" height=\"302\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-69.png\" alt=\"\" class=\"wp-image-619170\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-69.png 440w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-69-18x12.png 18w\" sizes=\"auto, (max-width: 440px) 100vw, 440px\"><\/figure><p class=\"wp-block-paragraph\">The level of complexity had reached a point where a specialized tool became necessary.<\/p><h2 id=\"h-how-does-traceroute-work\" class=\"wp-block-heading\">How does traceroute work?<\/h2><p class=\"wp-block-paragraph\">Van Jacobson created the original traceroute in 1987 using the IP Time To Live (TTL) field. This field specifies the maximum number of routers a packet can pass through. Each time it&rsquo;s routed, the field is decremented. When it reaches 0, an error message (ICMP TTL Exceeded for IPv4 or Hop Limit Exceeded for IPv6) is sent back.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1426\" height=\"542\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-72.png\" alt=\"\" class=\"wp-image-619173\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-72.png 1426w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-72-18x7.png 18w\" sizes=\"auto, (max-width: 1426px) 100vw, 1426px\"><\/figure><h3 id=\"h-why-modern-networks-challenge-traditional-traceroute\" class=\"wp-block-heading\">Why modern networks challenge traditional traceroute<\/h3><p class=\"wp-block-paragraph\">The original algorithm implemented by Van Jacobson works for a lot of scenarios today, but the complexities of modern networks mean the algorithm has to be enhanced to work properly. Specifically, traceroute struggles with firewalls and load balancers.<\/p><h3 id=\"h-how-firewalls-affect-traceroute-accuracy\" class=\"wp-block-heading\">How firewalls affect traceroute accuracy<\/h3><p class=\"wp-block-paragraph\">Security is a perpetual cat-and-mouse game. Each technological advance is met with exploitation by malicious actors, which leads to further innovations designed to close those loopholes. This is exactly what happened with traceroute.<\/p><p class=\"wp-block-paragraph\">ICMP traceroute often fails in modern networks because ICMP messages are generally used for diagnostic purposes and rarely carry application data. Many firewalls block them entirely.<\/p><p class=\"wp-block-paragraph\">Similarly, with UDP traceroute, firewalls often block it because it doesn&rsquo;t <em>look<\/em> like application traffic. There isn&rsquo;t a common UDP application that traceroute imitates, so firewalls block the packets.<\/p><p class=\"wp-block-paragraph\">For a while, TCP traceroute was the preferred approach. Because every TCP connection begins with a three-way handshake, firewalls couldn&rsquo;t inspect application data at that stage, so SYN packets were generally allowed through. That changed as attackers began exploiting SYN-based denial-of-service attacks. As firewalls evolved to detect and mitigate this traffic, TCP traceroute became less reliable. (The extent of the impact depends on how SYN attack detection is implemented and where rate thresholds are configured.)<\/p><h3 id=\"h-how-load-balancers-complicate-traceroute\" class=\"wp-block-heading\">How load balancers complicate traceroute<\/h3><p class=\"wp-block-paragraph\">The Internet is fragile. One of the technologies that helps improve its resilience is load balancers, specifically link load balancers.<\/p><p class=\"wp-block-paragraph\">In this context, a load balancer can be considered a specialized router that decides where to send a packet, not by the packet&rsquo;s destination network (that&rsquo;s what every router does) but by various other criteria. For example, cost-related policies might direct important application traffic over more expensive links for reliability, or resilience considerations might reroute traffic via a backup link if the primary route is too slow. These decisions lead to scenarios such as the following:<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1430\" height=\"441\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-71.png\" alt=\"\" class=\"wp-image-619172\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-71.png 1430w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-71-18x6.png 18w\" sizes=\"auto, (max-width: 1430px) 100vw, 1430px\"><\/figure><p class=\"wp-block-paragraph\">Looking at this diagram without any outside knowledge, it&rsquo;s impossible to know which path a particular packet might take to reach the server. Maybe 1-2-5? Or 1-3-4? Or 1-2-4?<\/p><p class=\"wp-block-paragraph\">Load balancers are generally configured to balance <em>flow<\/em> traffic. If a TCP connection is established using a particular path, the load balancer will try to keep the same path for every packet in that connection. The same principles apply to UDP flows.<\/p><p class=\"wp-block-paragraph\">With traceroute, though, a &ldquo;flow&rdquo; is a single packet and response. Each probe sent out has different characteristics and may get load balanced to a different path.<\/p><p class=\"wp-block-paragraph\">This variability can lead to some very strange traceroute responses. For example, in the diagram above, Hop 1 will always be router 1. Hop 2 could be Router 2 or Router 3. Hop 3 could be Router 4 or Router 5. Hop 4 is the Server. So if you ran a traceroute and saw output like this:<\/p><pre class=\"wp-block-code\"><code>1 (Router 1)\n\n2 (Router 2)\n\n(Router 3)\n\n3 (Router 4)\n\n(Router 5)\n\n4 (Server)<\/code><\/pre><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">How do you know what the actual path is? You could assume, for example, that a possible flow is 1-2-4, but that isn&rsquo;t a path that exists.<\/p><h2 id=\"h-navigating-complexity-introducing-traceroute-insession\" class=\"wp-block-heading\">Navigating complexity: Introducing Traceroute InSession<\/h2><p class=\"wp-block-paragraph\">The complexities introduced by firewalls and load balancers have made the original traceroute less useful than it once was. To address these challenges, Catchpoint developed and open-sourced Traceroute InSession.<\/p><p class=\"wp-block-paragraph\">You can read our original blog post for a detailed explanation of <a href=\"https:\/\/www.logicmonitor.com\/blog\/traceroute-insession-catchpoints-effort-towards-a-more-reliable-network-diagnostic-tool\">how Traceroute InSession works<\/a>. Below is a brief overview.<\/p><p class=\"wp-block-paragraph\">InSession imitates TCP connections by establishing a TCP connection to the destination server, so a firewall lets it through. Also, by using a single TCP connection, load balancers use a consistent path for every probe because each is treated as the same flow.<\/p><p class=\"wp-block-paragraph\">Here&rsquo;s the result:<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1267\" height=\"295\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-68.png\" alt=\"\" class=\"wp-image-619169\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-68.png 1267w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-68-18x4.png 18w\" sizes=\"auto, (max-width: 1267px) 100vw, 1267px\"><\/figure><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"606\" height=\"241\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-10.jpeg\" alt=\"\" class=\"wp-image-619168\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-10.jpeg 606w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-10-18x7.jpeg 18w\" sizes=\"auto, (max-width: 606px) 100vw, 606px\"><\/figure><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">The first image shows many missing hops, with multiple routers returned for hops 5 to 9 and just one of three probes successfully reaching the destination (hop 13) because a firewall blocked the others.<\/p><p class=\"wp-block-paragraph\">The InSession version in the second image shows a marked improvement: most hops return data, the path is consistent with only one response per path, and all three probes succeed in reaching their destination.<\/p><h2 id=\"h-comparing-traceroute-insession-with-sidecar\" class=\"wp-block-heading\">Comparing Traceroute InSession with SideCar<\/h2><p class=\"wp-block-paragraph\">Sidecar is the algorithm that inspired InSession. It essentially sets up an actual TCP connection or sends data over an existing one. By doing this, it also bypasses firewall detection and causes load balancers to use a consistent path.<\/p><p class=\"wp-block-paragraph\">The problem with Sidecar is that it sends actual data over a connection to a real server application, which means the destination server has to process that data. The data has to look real enough for the server to reply. With InSession, we use two useful TCP options to prevent this additional load from being added to the server: congestion control and SACK.<\/p><p class=\"wp-block-paragraph\">Congestion control means that if there&rsquo;s a gap in the sequence numbers received by the server, the packets won&rsquo;t be delivered to the application until the gap is filled, a gap that remains unfilled because we put it there deliberately.<\/p><p class=\"wp-block-paragraph\">SACK, or selective acknowledgment, lets the server respond to the client and tell us which sequence numbers made it and which didn&rsquo;t. Without it, ACK packets wouldn&rsquo;t be generated until the gap in sequence numbers is filled.<\/p><h2 id=\"h-comparing-traceroute-insession-with-paris-traceroute\" class=\"wp-block-heading\">Comparing Traceroute InSession with Paris traceroute<\/h2><p class=\"wp-block-paragraph\">Catchpoint offered Paris traceroute as an option for about ten years and found that customers generally didn&rsquo;t use it, and when they did, it caused traceroute failures from locations that had previously operated successfully, more often than not. So the company decided to replace the Paris traceroute option with InSession.<\/p><p class=\"wp-block-paragraph\">Paris traceroute shares a common objective with InSession: to let traceroutes work amid routers that employ load balancing on packet header fields. This means that in our earlier New York to Amazon TCP traceroute scenario, the adjacent routers would be correctly identified.<\/p><p class=\"wp-block-paragraph\">However, <a href=\"https:\/\/paris-traceroute.net\/about\/\">Paris traceroute<\/a> runs into two significant issues. First, it relies on a stream of SYN packets similar to traditional TCP traceroute, so firewalls often block it. In our New York to Amazon TCP traceroute scenario, the red dots would still be there. Second, the algorithm is fairly complex because it manipulates different fields inside the packet header:<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"472\" height=\"335\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-9.jpeg\" alt=\"\" class=\"wp-image-619166\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-9.jpeg 472w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-9-18x12.jpeg 18w\" sizes=\"auto, (max-width: 472px) 100vw, 472px\"><\/figure><p class=\"wp-block-paragraph\">Imagine explaining to your security team how this application works and why it isn&rsquo;t malicious. In contrast, InSession simply transmits standard, unmanipulated TCP packets, albeit intentionally skipping one to create a sequence number gap.<\/p><p class=\"wp-block-paragraph\">While Paris traceroute is available for ICMP, UDP, and TCP protocols, InSession operates solely on TCP. Based on our observations, if firewalls block standard traceroute, they&rsquo;ll block Paris ICMP and UDP as well. Since InSession runs over a mimicked TCP session, it has proven more reliable in environments where firewalls may drop packets due to SYN flooding, a vulnerability in regular TCP traceroute implementations, including Paris traceroute.<\/p><h2 id=\"h-other-traceroute-variants-and-where-they-fit\" class=\"wp-block-heading\">Other traceroute variants and where they fit<\/h2><p class=\"wp-block-paragraph\">There are several other variants of traceroute. Dublin Traceroute is an add-on to Paris for NAT detection. Pamplona Traceroute attempts to identify IP responses that belong to the same router, also known as aliases.<\/p><p class=\"wp-block-paragraph\">Ultimately, you should use the tool that solves your problem and lets you navigate the complexity of your environment. We&rsquo;re convinced that for most people, Traceroute InSession is the best choice.<\/p><h3 id=\"h-comparing-traceroute-variants-at-a-glance\" class=\"wp-block-heading\">Comparing traceroute variants at a glance<\/h3><figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Approach<\/strong><\/td><td><strong>Gets past firewalls<\/strong><\/td><td><strong>Consistent path through load balancers<\/strong><\/td><td><strong>Load on destination server<\/strong><\/td><td><strong>Protocols<\/strong><\/td><\/tr><tr><td>Standard traceroute<\/td><td>Often blocked<\/td><td>No, each probe can take a different path<\/td><td>Minimal<\/td><td>ICMP, UDP, TCP<\/td><\/tr><tr><td>Paris traceroute<\/td><td>Often blocked, still relies on SYN packets<\/td><td>Yes, for per-flow load balancers<\/td><td>Minimal<\/td><td>ICMP, UDP, TCP<\/td><\/tr><tr><td>SideCar<\/td><td>Yes, rides a real TCP connection<\/td><td>Yes, for per-flow load balancers<\/td><td>Higher, the server processes real application data<\/td><td>TCP<\/td><\/tr><tr><td>Traceroute InSession<\/td><td>Yes, mimics a TCP session<\/td><td>Yes, for per-flow load balancers<\/td><td>Low, congestion control and SACK avoid extra processing<\/td><td>TCP<\/td><\/tr><\/tbody><\/table><\/figure><h2 id=\"h-important-considerations-when-using-traceroute-insession\" class=\"wp-block-heading\">Important considerations when using Traceroute InSession<\/h2><p class=\"wp-block-paragraph\">While Traceroute InSession addresses many of the limitations of traditional traceroute, it&rsquo;s important to keep two considerations in mind:<\/p><ul class=\"wp-block-list\">\n<li><strong>It handles per-flow load balancers, not per-packet ones.<\/strong> Per-packet load balancers are rare in our experience, so InSession still solves most users&rsquo; issues. As far as we know, no algorithm has solved the per-packet load balancer problem.<\/li>\n\n\n\n<li><strong>It reports paths, it doesn&rsquo;t discover them.<\/strong> Like all traceroute implementations, InSession only <em>reports<\/em> the paths it finds, so a single output can&rsquo;t tell you whether every possible path has been found.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><a href=\"https:\/\/github.com\/catchpoint\/Pietrasanta-traceroute\"><strong>Access the code on GitHub<\/strong><\/a>, along with some<a href=\"https:\/\/github.com\/catchpoint\/Pietrasanta-traceroute\/tree\/main\/binaries\"> <strong>pre-built binaries<\/strong><\/a> to explore further.<\/p><h2 id=\"h-extending-traceroute-with-internet-performance-monitoring\" class=\"wp-block-heading\">Extending traceroute with Internet Performance Monitoring<\/h2><p class=\"wp-block-paragraph\">The way to get a complete picture of Internet routing is to run many traceroutes from multiple vantage points and across repeated runs, then view all of the paths in a single network graph. <a href=\"https:\/\/www.logicmonitor.com\/internet-performance-monitoring\">LogicMonitor Synthetics and Internet Performance Monitoring<\/a> enable you to do just that. That path-level view becomes more useful inside the broader LogicMonitor platform, which unifies<a href=\"https:\/\/www.logicmonitor.com\/infrastructure-monitoring\"> LM Envision<\/a>, LM Internet Performance Monitoring, and<a href=\"https:\/\/www.logicmonitor.com\/edwin-ai\"> Edwin AI<\/a>, so teams can connect what&rsquo;s happening on the Internet path to the health of their own infrastructure.<\/p><p class=\"wp-block-paragraph\"><\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-calendar-check\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xxs fs-md-text-display-xs fs-lg-text-display-sm font-medium text-core-blue-900\">\n        Map your real Internet paths across every vantage point.      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 \">\n        <p>Run Traceroute InSession from locations worldwide and combines the results into a single clear network graph, enabling you to connect what happens on the Internet path to the health of your own infrastructure on a single platform.<\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/catchpoint-demo\" class=\"btn btn-link\" target=\"_self\">\n        Request a Demo          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h4 id=\"h-faqs\" class=\"wp-block-heading\">FAQs<\/h4><div class=\"accordion-block accordion-block--light\">\n      <div class=\"accordion-block__items\">\n              <div class=\"accordion-block__item active\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-why-does-traditional-traceroute-show-packet-loss-that-isnt-real\">\n            Why does traditional traceroute show packet loss that isn't real?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer active\">\n            <p>Many firewalls block ICMP and UDP traceroute packets because they don&rsquo;t look like application traffic. TCP traceroute used to get through on SYN packets, but firewalls now drop those to defend against SYN-based attacks. The blocked probes appear as packet loss even when the network is healthy.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item \">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-how-does-traceroute-insession-get-more-accurate-results\">\n            How does Traceroute InSession get more accurate results?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer \">\n            <p>InSession imitates a real TCP connection to the destination, so firewalls let it through. Because every probe belongs to the same flow, per-flow load balancers keep it on one consistent path. It also uses congestion control and SACK to keep the load on the destination server low.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item \">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-how-is-insession-different-from-sidecar-and-paris-traceroute\">\n            How is InSession different from SideCar and Paris traceroute?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer \">\n            <p>SideCar rides a real TCP connection and gets past firewalls, but the server has to process real application data, which adds load. Paris traceroute keeps a consistent path through load balancers, yet it still relies on SYN packets that firewalls often block. InSession mimics a TCP session to clear firewalls and holds a consistent path while keeping server load low.<\/p>\n                      <\/div>\n        <\/div>\n          <\/div>\n  <\/div>\n","protected":false},"excerpt":{"rendered":"<p>D\u00e9couvrez pourquoi le traceroute traditionnel interpr\u00e8te mal les r\u00e9seaux d'aujourd'hui et comment Traceroute InSession contourne les pare-feu et les r\u00e9partiteurs de charge pour r\u00e9v\u00e9ler le v\u00e9ritable chemin.<\/p>","protected":false},"author":16,"featured_media":624035,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"unicorn_plugin_options_block_body_class":"","footnotes":""},"categories":[5035],"tags":[7850,7800,7907,7863,7917,6677,7797,7798,7871,7084],"industry":[6790],"role":[6786],"lm_strategic_tags":[],"topic":[7842],"author_attribution":[7967],"lm_product":[],"class_list":["post-619163","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","industry-all","role-itops","topic-internet-performance-monitoring","author_attribution-denton-chikura"],"acf":{"page_language":"english","translated_pages":"","updated_date":null,"author_section_checkbox":true,"author_image":617027,"author_linkedin":"https:\/\/www.linkedin.com\/in\/denton-chikura-422186201\/","author_name":"Denton Chikura","author_job_title":"Technical Writer","author_dept":"","author_bio":"Denton Chikura is a technical writer and longtime observability advocate focused on helping site reliability engineers and engineering teams discover the tools and capabilities that strengthen internet resilience. He works at the intersection of monitoring, performance, and infrastructure to make complex systems more understandable and usable, bridging the gap between deep technical detail and real\u2011world operations. His goal is to help teams build faster, detect issues earlier, and recover smarter, ultimately making the internet a better, more reliable place for everyone.","reviewer_name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Traceroute InSession: Modern Network Diagnostics | LogicMonitor<\/title>\n<meta name=\"description\" content=\"Traceroute InSession by Catchpoint improves network diagnostics by addressing firewall-induced &quot;packet loss&quot; and misconceptions about router adjacency.\" \/>\n<meta name=\"robots\" content=\"noindex, nofollow\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Traceroute InSession: A Traceroute Tool for Modern Networks\" \/>\n<meta property=\"og:description\" content=\"Traceroute InSession by Catchpoint improves network 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IPM: The Essential Customer Experience Monitoring Framework"},"content":{"rendered":"<?xml encoding=\"UTF-8\"><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-book-open\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xs fs-md-text-display-sm fs-lg-text-display-md font-medium text-core-blue-900\">\n        Le t\u00e9l\u00e9chargement rapide :      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 headline-is-quote\">\n        <p>Internet Performance Monitoring lets you see outages the way your customers do, and catch them first.<\/p>\n      <\/div>\n    \n                  <ul class=\"rtc-text-content__bullet-list\">\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Customer experience rests on four pillars: availability, performance, reachability, and reliability, each building on the one below it.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Internal metrics can look healthy while DNS, CDN, certificates, or routing quietly break the user experience.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>In a December 2023 file-sharing outage, outside-in monitoring flagged critical API failures at 4:37 a.m. Pacific, before public reporting.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Build a CX monitoring suite around your critical user journeys to shrink MTTD and protect revenue.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                  <\/ul>\n      \n      \n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Customer experience strongly influences whether users stay or switch. When an application feels slow, breaks partway through a transaction, or fails to load in certain regions, people move on to alternatives. That reality adds pressure on IT and operations teams to see problems the way users see them, from outside the data center and across the Internet path.<\/p><p class=\"wp-block-paragraph\">This article examines how outside-in <a href=\"https:\/\/www.logicmonitor.com\/blog\/internet-performance-monitoring-overview\">Supervision des performances Internet<\/a> can reduce Mean Time to Detect (MTTD) and give responders the evidence they need to diagnose incidents more quickly.<\/p><p class=\"wp-block-paragraph\">This work matters most to ITOps, SRE, network operations, and digital-experience teams responsible for customer-facing services. We&rsquo;ll start with the foundational elements that any digital service depends on: <strong>availability, performance, reachability, and reliability<\/strong>.<\/p><h2 id=\"h-the-four-pillars-of-monitoring-for-customer-experience\" class=\"wp-block-heading\">The four pillars of monitoring for customer experience<\/h2><p class=\"wp-block-paragraph\">Delivering a consistent customer experience (CX) takes consistency in content delivery, availability, and performance across every market you serve. Users expect applications to respond quickly, and they switch to competitors when those expectations aren&rsquo;t met.<\/p><p class=\"wp-block-paragraph\">Maslow&rsquo;s Hierarchy of Needs describes requirements that build from the basic toward the advanced. Digital services follow a similar layered order: each level depends on the one beneath it.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"667\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-66.png\" alt=\"\" class=\"wp-image-619159\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-66.png 1000w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/image-66-18x12.png 18w\" sizes=\"auto, (max-width: 1000px) 100vw, 1000px\"><\/figure><p class=\"wp-block-paragraph\">The 4 Pillars of Internet Resilience<\/p><p class=\"wp-block-paragraph\">Internet Performance Monitoring is built on four core pillars that support a strong customer experience (CX):<\/p><ul class=\"wp-block-list\">\n<li><strong>Disponibilit\u00e9 :<\/strong> True availability goes beyond an &ldquo;HTTP 200 OK&rdquo; response. It means every function of an application works as intended. A useful measure is functional transaction success: on an eCommerce site, the images and product descriptions actually load, not just the status code.<\/li>\n\n\n\n<li><strong>Performance :<\/strong> The speed and responsiveness of your application. Measure latency or user-journey duration against user expectations and your internal service objectives first. Competitive benchmarks are optional context, not the definition of performance.<\/li>\n\n\n\n<li><strong>Reachability:<\/strong> Connection success. User requests reach your server without a hitch, which sets the tone for everything that follows.<\/li>\n\n\n\n<li><strong>Fiabilit\u00e9 :<\/strong> The consistency of availability, performance, and reachability across time and geography, so users get a uniform experience across circumstances.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">The pillars build on each other. Your service has to be up and running before anything else matters, so availability comes first. Once it&rsquo;s available, users expect it to be fast. Then they expect to reach it from anywhere in the world, or at least from every region in your target market. Finally, your service needs to stay consistent in its availability, performance, and reachability over time.<\/p><p class=\"wp-block-paragraph\">Each pillar plays an important role in the overall customer experience. Monitoring them closely helps teams identify potential incidents earlier and improve how users interact with a service.<\/p><h2 id=\"h-outside-in-versus-inside-out-visibility\" class=\"wp-block-heading\">Outside-in versus inside-out visibility<\/h2><p class=\"wp-block-paragraph\">A service can report healthy internal metrics while users still hit trouble. DNS resolution, CDN delivery, expired certificates, routing changes, or a failing third-party dependency can all break the experience even when your own servers look fine. Inside-out telemetry describes what&rsquo;s happening within your environment. Outside-in monitoring runs from the user&rsquo;s vantage point across the Internet, so you see what real users see. Together they give teams a complete view.<\/p><p class=\"wp-block-paragraph\">Outside-in monitoring is most effective when it&rsquo;s centered on critical user journeys: login, search, checkout, upload, and API calls. These are the paths that matter to the business, and they&rsquo;re the ones you want to monitor continuously.<\/p><h2 id=\"h-implementing-a-customer-experience-suite-with-ipm\" class=\"wp-block-heading\">Implementing a customer experience suite with IPM<\/h2><p class=\"wp-block-paragraph\">Here&rsquo;s a practical example of an IPM customer experience suite. It gives teams continuous visibility into the user experience and detects potential issues, such as slow website performance or security certificate errors, so they can be addressed before they affect the customer journey.<\/p><p class=\"wp-block-paragraph\">A well-designed IPM program combines outside-in testing across multiple Internet layers and locations, using established monitoring practices to identify issues before they disrupt critical user journeys.<\/p><p class=\"wp-block-paragraph\">Here&rsquo;s what a robust CX monitoring setup might include:<\/p><ul class=\"wp-block-list\">\n<li><strong>Single Object Test:<\/strong> Monitors individual elements like images or scripts to confirm they load correctly.<\/li>\n\n\n\n<li><strong>DNS Experience Test:<\/strong> Checks that the DNS resolution process works efficiently, connecting users to your website without delay.<\/li>\n\n\n\n<li><strong>Trace Route Test:<\/strong> Shows the path network traffic takes to reach your server, which helps pinpoint potential delays.<\/li>\n\n\n\n<li><strong>SSL Test:<\/strong> Checks the validity and expiration of security certificates to prevent warnings that could deter users.<\/li>\n\n\n\n<li><strong>Chrome Transaction Test:<\/strong> Simulates user interactions to test complex transactions and application flows.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">The frequencies below are illustrative defaults, not universal recommendations. Set test frequency based on business criticality, expected rate of change, your detection objectives, geographic exposure, and how much alert noise a team can tolerate.<\/p><figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Test Type<\/strong><\/td><td><strong>Node Type<\/strong><\/td><td><strong>Frequency (in minutes)<\/strong><\/td><td><strong>What it tells you<\/strong><\/td><\/tr><tr><td>Single Object<\/td><td>Backbone<\/td><td>5<\/td><td>Detects failure or slowdown of a critical dependency.<\/td><\/tr><tr><td>DNS Experience<\/td><td>Backbone<\/td><td>5<\/td><td>Separates name-resolution problems from application problems.<\/td><\/tr><tr><td>Trace Route<\/td><td>Backbone<\/td><td>5<\/td><td>Provides path context; should not be treated as definitive proof of packet loss.<\/td><\/tr><tr><td>SSL<\/td><td>Backbone<\/td><td>1,440 (once a day)<\/td><td>Identifies certificate expiration and validation risk.<\/td><\/tr><tr><td>Chrome Transaction<\/td><td>Backbone<\/td><td>60<\/td><td>Validates complete business journeys such as login or checkout.<\/td><\/tr><\/tbody><\/table><\/figure><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Integrating a suite like this into your monitoring strategy gives you visibility into application performance and availability, DNS resolution, TCP layer connectivity, certificate health, and user transaction functionality, all of which support a strong customer experience.<\/p><p class=\"wp-block-paragraph\">With an ideal CX setup in mind, let&rsquo;s look at an incident involving a well-known file-sharing company, and how a similar setup supported rapid detection and a faster MTTD.<\/p><h2 id=\"h-outage-case-study-what-happened\" class=\"wp-block-heading\">Outage case study: what happened<\/h2><p class=\"wp-block-paragraph\">A significant outage struck a prominent file-sharing company on December 15, 2023, lasting from 6:00 AM to 9:11 AM Pacific Time. It affected numerous critical services, including the files tool, APIs, and user logins, and compromised the core functions of uploading and downloading. Many users couldn&rsquo;t share files or access their accounts, which disrupted both business and personal operations. This is a dated historical example rather than a recent event.<\/p><h3 id=\"h-early-detection-the-role-of-ipm\" class=\"wp-block-heading\">Early detection: the role of IPM<\/h3><p class=\"wp-block-paragraph\">One key factor in how long an outage lasts is how early you detect it.<\/p><p class=\"wp-block-paragraph\">In this case, proactive Internet Performance Monitoring played an important role. <a href=\"https:\/\/www.logicmonitor.com\/fr\/logicmonitor-catchpoint\">Catchpoint, a LogicMonitor company,<\/a> was running outside-in monitoring that detected the first signs of critical API failures at 4:37 a.m. Pacific Time, before the outage was publicly reported.<br><\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2475\" height=\"1121\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-1_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework.png\" alt=\"\" class=\"wp-image-623974\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-1_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework.png 2475w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-1_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework-18x8.png 18w\" sizes=\"auto, (max-width: 2475px) 100vw, 2475px\"><\/figure><p class=\"wp-block-paragraph\">Historical monitoring screenshot.<\/p><h3 id=\"h-assessing-the-alert-distinguishing-false-alarms-from-genuine-threats\" class=\"wp-block-heading\">Assessing the alert: distinguishing false alarms from genuine threats<\/h3><p class=\"wp-block-paragraph\">Once an alert arrives, the next question for any team is whether it&rsquo;s worth waking someone up or whether it&rsquo;s a false positive, and whether it points to a network error or an application error.<\/p><p class=\"wp-block-paragraph\">In this case, a consistent pattern of 5XX responses was surfaced. Repeated 5XX responses indicate a server-side or upstream application failure, which signaled a genuine and substantial issue that needed urgent attention.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2475\" height=\"477\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-2_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework.png\" alt=\"\" class=\"wp-image-623975\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-2_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework.png 2475w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-2_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework-18x3.png 18w\" sizes=\"auto, (max-width: 2475px) 100vw, 2475px\"><\/figure><p class=\"wp-block-paragraph\">Historical monitoring screenshot.<\/p><h3 id=\"h-determining-the-scope-of-the-outage\" class=\"wp-block-heading\">Determining the scope of the outage<\/h3><p class=\"wp-block-paragraph\">A critical step for any response team is determining the outage&rsquo;s extent. Was it only the API, or were other services also affected? The answer determines the response strategy.<\/p><p class=\"wp-block-paragraph\">In this scenario, concurrent alerts from multiple services, including APIs, uploads, downloads, and logins, pointed to a far-reaching outage. That context guided the response and recovery efforts.<\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2475\" height=\"1523\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-3_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework.png\" alt=\"\" class=\"wp-image-623976\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-3_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework.png 2475w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-3_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework-18x12.png 18w\" sizes=\"auto, (max-width: 2475px) 100vw, 2475px\"><\/figure><p class=\"wp-block-paragraph\">Historical monitoring screenshot.<\/p><h3 id=\"h-analyzing-the-potential-impact\" class=\"wp-block-heading\">Analyzing the potential impact<\/h3><p class=\"wp-block-paragraph\">Outages like this can disrupt operations and carry serious financial consequences. A study by <a href=\"https:\/\/www.logicmonitor.com\/asset\/forrester-opportunity-snapshot-increase-revenue-with-internet-performance-monitoring\">Forrester Consulting<\/a> found that eCommerce companies can lose significant sums each year because of Internet disruptions.<\/p><p class=\"wp-block-paragraph\">In that study, 88% of respondents estimated their companies lost over $100,000 due to disruptions in the month before the survey, which, annualized as a simple illustration, points to roughly $1.2 million. And 51% reported losing over $500,000 in the prior month alone.<\/p><p class=\"wp-block-paragraph\">A robust IPM strategy for CX matters for exactly these reasons.<\/p><p class=\"wp-block-paragraph\">The outage lasted just over three hours. Earlier detection widens the response window and can reduce the operational and business impact of an outage.<\/p><h2 id=\"h-bringing-internet-visibility-into-your-operations\" class=\"wp-block-heading\">Bringing internet visibility into your operations<\/h2><p class=\"wp-block-paragraph\">Internet Performance Monitoring enables you to determine whether users can reach and use a service. Infrastructure and cloud telemetry explain what&rsquo;s happening inside the environments that support it. Bringing those perspectives together helps teams move from detecting customer-impacting issues to identifying likely causes and coordinating a faster response.<\/p><p class=\"wp-block-paragraph\">LogicMonitor brings these perspectives together in a single <a href=\"https:\/\/www.logicmonitor.com\/blog\/autonomous-operations-without-blind-spots\">IT autonome<\/a> platform. <a href=\"https:\/\/www.logicmonitor.com\/fr\/internet-performance-monitoring\">LogicMonitor Synthetics and Internet Performance Monitoring<\/a> provide continuous outside-in visibility into Internet paths and digital experiences, while <a href=\"https:\/\/www.logicmonitor.com\/fr\/platform\">LM Envision<\/a> delivers <a href=\"https:\/\/www.logicmonitor.com\/fr\/infrastructure-monitoring\">infrastructure and cloud observability<\/a> by correlating those insights with application and log telemetry. Together with <a href=\"https:\/\/www.logicmonitor.com\/fr\/edwin-ai\">Edwin AI<\/a>, teams gain the context to investigate incidents faster and understand how Internet-facing issues affect the services behind them.<\/p><p class=\"wp-block-paragraph\">Building this kind of visibility is also an important step toward <a href=\"https:\/\/www.logicmonitor.com\/blog\/internet-performance-monitoring-safeguard-revenue\">safeguarding revenue<\/a>. By continuously validating critical user journeys and understanding how Internet conditions affect service delivery, teams are better equipped to meet service level agreements, reduce customer impact, and protect the business from the cost of outages.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-calendar-check\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xxs fs-md-text-display-xs fs-lg-text-display-sm font-medium text-core-blue-900\">\n        Give your team outside-in visibility into every critical user journey.      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p>LogicMonitor combines outside-in Internet Performance Monitoring with infrastructure observability, so you can detect customer-impacting issues sooner and resolve them faster.<\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/catchpoint-demo\" class=\"btn btn-link\" target=\"_self\">\n        Demander une d\u00e9monstration          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h4 id=\"h-faqs\" class=\"wp-block-heading\">FAQ<\/h4><div class=\"accordion-block accordion-block--light\">\n      <div class=\"accordion-block__items\">\n              <div class=\"accordion-block__item active\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-what-is-the-difference-between-outside-in-and-inside-out-monitoring\">\n            What is the difference between outside-in and inside-out monitoring?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer active\">\n            <p>Inside-out telemetry reports what is happening within your own environment, such as server and application health. Outside-in monitoring runs from the user&rsquo;s vantage point across the Internet, capturing issues like DNS, CDN, and certificate failures that internal metrics miss. Used together, they give teams a complete view of the customer experience.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-what-are-the-four-pillars-of-internet-resilience\">\n            What are the four pillars of Internet Resilience?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p>The four pillars are availability, performance, reachability, and reliability. Availability confirms every function works, performance measures speed against user expectations, reachability confirms users can connect, and reliability keeps all three consistent across time and geography. Each pillar depends on the one beneath it.<\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-how-does-ipm-reduce-mean-time-to-detect-mttd\">\n            How does IPM reduce Mean Time to Detect (MTTD)?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p>IPM runs continuous outside-in tests across Internet layers and locations, so it surfaces failures before they are publicly reported. In the December 2023 file-sharing outage, monitoring caught critical API errors at 4:37 a.m. Pacific, ahead of public reports. Earlier detection widens the response window and limits business impact.<\/p>\n                      <\/div>\n        <\/div>\n          <\/div>\n  <\/div>","protected":false},"excerpt":{"rendered":"<p>See how Internet Performance Monitoring cuts detection time, the four pillars of Internet Resilience, and a real outage caught before it went public.<\/p>","protected":false},"author":16,"featured_media":623848,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"unicorn_plugin_options_block_body_class":"","footnotes":""},"categories":[5035],"tags":[7850,7823,7760,7863,7854,7862,7871,7868,7860,7883],"industry":[6790],"role":[6786],"lm_strategic_tags":[],"topic":[7842],"author_attribution":[7967],"lm_product":[],"class_list":["post-619157","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","industry-all","role-itops","topic-internet-performance-monitoring","author_attribution-denton-chikura"],"acf":{"page_language":"english","translated_pages":"","updated_date":null,"author_section_checkbox":true,"author_image":617027,"author_linkedin":"https:\/\/www.linkedin.com\/in\/denton-chikura-422186201\/","author_name":"Denton Chikura","author_job_title":"Technical Writer","author_dept":"","author_bio":"Denton Chikura is a technical writer and longtime observability advocate focused on helping site reliability engineers and engineering teams discover the tools and capabilities that strengthen internet resilience. He works at the intersection of monitoring, performance, and infrastructure to make complex systems more understandable and usable, bridging the gap between deep technical detail and real\u2011world operations. His goal is to help teams build faster, detect issues earlier, and recover smarter, ultimately making the internet a better, more reliable place for everyone.","reviewer_name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>IPM: A Customer Experience Monitoring Framework | LogicMonitor<\/title>\n<meta name=\"description\" content=\"How can you ensure a great customer experience? We cover the pillars of Internet Resilience, what your test setup should include, and a case study to see the framework in action.\" \/>\n<meta name=\"robots\" content=\"noindex, nofollow\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Mastering IPM: The Essential Customer Experience Monitoring Framework\" \/>\n<meta property=\"og:description\" content=\"How can you ensure a great customer experience? We cover the pillars of Internet Resilience, what your test setup should include, and a case study to see the framework in action.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.logicmonitor.com\/fr\/blog\/mastering-ipm-the-essential-customer-experience-monitoring-framework\" \/>\n<meta property=\"og:site_name\" content=\"LogicMonitor\" \/>\n<meta property=\"article:published_time\" content=\"2026-09-01T17:23:47+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-09-02T17:03:36+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/Blog_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework_Meta-1600x900px.png\" \/>\n\t<meta property=\"og:image:width\" content=\"2400\" \/>\n\t<meta property=\"og:image:height\" content=\"1350\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"destiny.setzer@logicmonitor.com\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/mastering-ipm-the-essential-customer-experience-monitoring-framework#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/mastering-ipm-the-essential-customer-experience-monitoring-framework\"},\"author\":{\"name\":\"destiny.setzer@logicmonitor.com\",\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/#\\\/schema\\\/person\\\/bfbb8cb00c9595482098c66aa78b9def\"},\"headline\":\"Mastering IPM: The Essential Customer Experience Monitoring Framework\",\"datePublished\":\"2026-09-01T17:23:47+00:00\",\"dateModified\":\"2026-09-02T17:03:36+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/mastering-ipm-the-essential-customer-experience-monitoring-framework\"},\"wordCount\":1443,\"image\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/mastering-ipm-the-essential-customer-experience-monitoring-framework#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.logicmonitor.com\\\/wp-content\\\/uploads\\\/2026\\\/07\\\/Blog_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework_940x600_Featured-Image.png\",\"keywords\":[\"Catchpoint\",\"dns-monitoring\",\"Incident Response\",\"Network Path Analysis\",\"Outage Detection\",\"SLA Monitoring\",\"Traceroute\",\"Transaction Monitoring\",\"User Experience\",\"Web Performance\"],\"articleSection\":[\"Blog\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/mastering-ipm-the-essential-customer-experience-monitoring-framework\",\"url\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/mastering-ipm-the-essential-customer-experience-monitoring-framework\",\"name\":\"IPM: A Customer Experience Monitoring Framework | LogicMonitor\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/mastering-ipm-the-essential-customer-experience-monitoring-framework#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/blog\\\/mastering-ipm-the-essential-customer-experience-monitoring-framework#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.logicmonitor.com\\\/wp-content\\\/uploads\\\/2026\\\/07\\\/Blog_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework_940x600_Featured-Image.png\",\"datePublished\":\"2026-09-01T17:23:47+00:00\",\"dateModified\":\"2026-09-02T17:03:36+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/www.logicmonitor.com\\\/fr\\\/#\\\/schema\\\/person\\\/bfbb8cb00c9595482098c66aa78b9def\"},\"description\":\"How can you ensure a great customer experience? 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We cover the pillars of Internet Resilience, what your test setup should include, and a case study to see the framework in action.","og_url":"https:\/\/www.logicmonitor.com\/fr\/blog\/mastering-ipm-the-essential-customer-experience-monitoring-framework","og_site_name":"LogicMonitor","article_published_time":"2026-09-01T17:23:47+00:00","article_modified_time":"2026-09-02T17:03:36+00:00","og_image":[{"width":2400,"height":1350,"url":"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/Blog_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework_Meta-1600x900px.png","type":"image\/png"}],"author":"destiny.setzer@logicmonitor.com","twitter_card":"summary_large_image","twitter_misc":{"Written by":"","Est. reading time":"8 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.logicmonitor.com\/fr\/blog\/mastering-ipm-the-essential-customer-experience-monitoring-framework#article","isPartOf":{"@id":"https:\/\/www.logicmonitor.com\/fr\/blog\/mastering-ipm-the-essential-customer-experience-monitoring-framework"},"author":{"name":"destiny.setzer@logicmonitor.com","@id":"https:\/\/www.logicmonitor.com\/fr\/#\/schema\/person\/bfbb8cb00c9595482098c66aa78b9def"},"headline":"Mastering IPM: The Essential Customer Experience Monitoring Framework","datePublished":"2026-09-01T17:23:47+00:00","dateModified":"2026-09-02T17:03:36+00:00","mainEntityOfPage":{"@id":"https:\/\/www.logicmonitor.com\/fr\/blog\/mastering-ipm-the-essential-customer-experience-monitoring-framework"},"wordCount":1443,"image":{"@id":"https:\/\/www.logicmonitor.com\/fr\/blog\/mastering-ipm-the-essential-customer-experience-monitoring-framework#primaryimage"},"thumbnailUrl":"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/Blog_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework_940x600_Featured-Image.png","keywords":["Catchpoint","dns-monitoring","Incident Response","Network Path Analysis","Outage Detection","SLA Monitoring","Traceroute","Transaction Monitoring","User Experience","Web Performance"],"articleSection":["Blog"],"inLanguage":"fr-FR"},{"@type":"WebPage","@id":"https:\/\/www.logicmonitor.com\/fr\/blog\/mastering-ipm-the-essential-customer-experience-monitoring-framework","url":"https:\/\/www.logicmonitor.com\/fr\/blog\/mastering-ipm-the-essential-customer-experience-monitoring-framework","name":"IPM: A Customer Experience Monitoring Framework | LogicMonitor","isPartOf":{"@id":"https:\/\/www.logicmonitor.com\/fr\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.logicmonitor.com\/fr\/blog\/mastering-ipm-the-essential-customer-experience-monitoring-framework#primaryimage"},"image":{"@id":"https:\/\/www.logicmonitor.com\/fr\/blog\/mastering-ipm-the-essential-customer-experience-monitoring-framework#primaryimage"},"thumbnailUrl":"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/07\/Blog_Mastering-IPM-The-Essential-Customer-Experience-Monitoring-Framework_940x600_Featured-Image.png","datePublished":"2026-09-01T17:23:47+00:00","dateModified":"2026-09-02T17:03:36+00:00","author":{"@id":"https:\/\/www.logicmonitor.com\/fr\/#\/schema\/person\/bfbb8cb00c9595482098c66aa78b9def"},"description":"How can you ensure a great customer experience? We cover the pillars of Internet Resilience, what your test setup should include, and a case study to see the framework in 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c\u0153ur d'une panne de paiement : comment la surveillance interne et externe a r\u00e9solu ce qu'aucune des deux ne pouvait r\u00e9v\u00e9ler seule"},"content":{"rendered":"<?xml encoding=\"UTF-8\"><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-book-open\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xs fs-md-text-display-sm fs-lg-text-display-md font-medium text-core-blue-900\">\n        Le t\u00e9l\u00e9chargement rapide :      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 headline-is-quote\">\n        <p>The infrastructure looked healthy at first, but synthetic tests showed the public API slowing and failing from several regions. Putting both data sets on the same timeline revealed the backend problem behind it.<\/p>\n      <\/div>\n    \n                  <ul class=\"rtc-text-content__bullet-list\">\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p><span style=\"font-weight: 400\">Internal network telemetry from LogicMonitor Envision identified traffic drops and routing instability across backbone links, but could not confirm customer impact on its own.<\/span><\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p><span style=\"font-weight: 400\">Synthetic tests confirmed response time spikes of several seconds, with server errors across three global regions, before hard downtime occurred.<\/span><\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p><span style=\"font-weight: 400\">Aligning both signals showed that backend queuing, caused by internal network instability, was producing the elevated API latency customers were experiencing.<\/span><\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p><span style=\"font-weight: 400\">Monitor your most important customer-facing services from inside and outside the environment, so teams can quickly distinguish an infrastructure issue from a business-impacting customer problem.<\/span><\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                  <\/ul>\n      \n      \n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">When a customer-facing service degrades, infrastructure teams need answers to two questions: what changed inside the environment, and what are customers experiencing outside it?<\/p><p class=\"wp-block-paragraph\">LogicMonitor&rsquo;s acquisition of Catchpoint <a href=\"https:\/\/www.logicmonitor.com\/fr\/logicmonitor-catchpoint\">brought these two perspectives together<\/a>, extending its infrastructure monitoring capabilities with Internet Performance Monitoring, including synthetic testing. The world&rsquo;s largest global payments platform relied on both LogicMonitor and Catchpoint to monitor its environment. When its internal dashboards did not initially show an obvious service failure, external testing told a different story. Its public authentication API was slowing down and intermittently returning errors across multiple regions as customer complaints rose.<\/p><p class=\"wp-block-paragraph\">For a payments business, issues like this can disrupt authentication and transaction journeys, increase support demand, and put customer trust at risk. By comparing internal network telemetry with external synthetic monitoring, the team identified the source of the degradation, confirmed that users were affected, and focused its response on the right problem. Here&rsquo;s how they did it.&nbsp;<\/p><h2 id=\"h-reading-the-internal-and-external-signals-together\" class=\"wp-block-heading\"><strong>Reading the Internal and External Signals Together<\/strong><\/h2><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.logicmonitor.com\/fr\/infrastructure-monitoring\">LogicMonitor Envision&rsquo;s<\/a> network data showed abrupt drops and rebounds across core and backbone links. The pattern looked like instability rather than normal congestion.<\/p><p class=\"wp-block-paragraph\">That data made it clear something was wrong with the network. On its own, it did not confirm whether the issue was reaching customers or whether it required escalation beyond routine network remediation.<\/p><figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"2079\" height=\"931\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-1-LogicMonitor-Envisions-backbone-utilization-view.png\" alt=\"\" class=\"wp-image-624151\" style=\"aspect-ratio:2.337078651685393;width:1505px;height:auto\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-1-LogicMonitor-Envisions-backbone-utilization-view.png 2079w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-1-LogicMonitor-Envisions-backbone-utilization-view-18x8.png 18w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-1-LogicMonitor-Envisions-backbone-utilization-view-766x343.png 766w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-1-LogicMonitor-Envisions-backbone-utilization-view-2048x917.png 2048w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-1-LogicMonitor-Envisions-backbone-utilization-view-1536x688.png 1536w\" sizes=\"auto, (max-width: 2079px) 100vw, 2079px\"><\/figure><p class=\"wp-block-paragraph\"><em>LogicMonitor Envision&rsquo;s backbone utilization view during the incident window. The shift from steady congestion to sudden drops and rebounds, visible across most links at once, is what flagged instability rather than a routine traffic pattern.<\/em><\/p><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.logicmonitor.com\/fr\/internet-performance-monitoring\">Supervision des performances Internet<\/a> data told a different part of the story. Tests against the public OAuth endpoint recorded server wait times and total response times several seconds above baseline, followed by intermittent server errors.<\/p><figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"2079\" height=\"1077\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-2-Internet-Performance-Monitoring-view.png\" alt=\"\" class=\"wp-image-624153\" style=\"aspect-ratio:1.9936102236421724;width:1496px;height:auto\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-2-Internet-Performance-Monitoring-view.png 2079w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-2-Internet-Performance-Monitoring-view-766x397.png 766w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-2-Internet-Performance-Monitoring-view-1536x796.png 1536w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-2-Internet-Performance-Monitoring-view-18x9.png 18w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-2-Internet-Performance-Monitoring-view-2048x1061.png 2048w\" sizes=\"auto, (max-width: 2079px) 100vw, 2079px\"><\/figure><p class=\"wp-block-paragraph\"><em>Internet Performance Monitoring view of the same window: response time and wait time climbing well above baseline, an Experience Score drop to 63, and downtime confirmed from three global test locations, independent evidence that real users were affected.<\/em><\/p><p class=\"wp-block-paragraph\">The external test also ruled things out. DNS, connect, and SSL timings stayed normal throughout the incident, which meant the delay wasn&rsquo;t a client-side or ISP problem. That single detail narrowed the investigation considerably. Whatever was happening, it was happening on the backend, not in the delivery path to the user.<\/p><p class=\"wp-block-paragraph\">The network data explained where to look. The OAuth tests established that the disruption had reached a public-facing service. Once the two incident windows were compared, the investigation narrowed quickly to the backend.<\/p><h2 id=\"h-a-practical-triage-workflow\" class=\"wp-block-heading\"><strong>A Practical Triage Workflow<\/strong><\/h2><p class=\"wp-block-paragraph\">The path from first alert to root cause followed a workflow that applies well beyond this one incident:<\/p><p class=\"wp-block-paragraph\"><strong>1. Establish the internal baseline.<\/strong> Confirm whether infrastructure and network telemetry show anomalous behavior, and characterize it: sudden shifts, gradual degradation, or isolated spikes.<\/p><p class=\"wp-block-paragraph\"><strong>2. Check external experience independently.<\/strong> Run or review synthetic tests against the customer-facing service to see whether real users are affected, and how severely.<\/p><p class=\"wp-block-paragraph\"><strong>3. Rule out the delivery path.<\/strong> Use DNS, connect, and SSL timing data to determine whether the problem originates outside the organization&rsquo;s infrastructure, such as with an ISP or CDN, or inside it.<\/p><p class=\"wp-block-paragraph\"><strong>4. Compare the timelines.<\/strong> Look for overlap between the infrastructure event and the change in API or transaction performance.<\/p><p class=\"wp-block-paragraph\"><strong>5. Use the combined evidence to narrow the investigation<\/strong> and decide how seriously to treat the incident.<\/p><figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"2079\" height=\"1181\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-3-Every-individual-test-result.png\" alt=\"\" class=\"wp-image-624154\" style=\"aspect-ratio:1.813953488372093;width:1477px;height:auto\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-3-Every-individual-test-result.png 2079w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-3-Every-individual-test-result-18x10.png 18w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-3-Every-individual-test-result-768x436.png 768w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-3-Every-individual-test-result-1536x873.png 1536w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-3-Every-individual-test-result-2048x1163.png 2048w\" sizes=\"auto, (max-width: 2079px) 100vw, 2079px\"><\/figure><p class=\"wp-block-paragraph\"><em>Every individual test result, plotted by timestamp across the test window. The cluster of failed tests (red) inside the highlighted window is what separates a genuine incident from ordinary test-to-test noise.<\/em><\/p><p class=\"wp-block-paragraph\">For the payments platform, step five was the turning point. Aligning the network instability window against the API latency window, roughly 90 minutes of overlapping activity, showed that backend queuing, caused by internal network instability, was producing delayed service-to-service calls, which reached customers as elevated latency and intermittent server errors.<\/p><figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"2079\" height=\"1121\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-4-One-representative-test-run.png\" alt=\"\" class=\"wp-image-624156\" style=\"aspect-ratio:1.908256880733945;width:1473px;height:auto\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-4-One-representative-test-run.png 2079w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-4-One-representative-test-run-768x414.png 768w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-4-One-representative-test-run-1536x828.png 1536w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-4-One-representative-test-run-18x10.png 18w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/Image-4-One-representative-test-run-2048x1104.png 2048w\" sizes=\"auto, (max-width: 2079px) 100vw, 2079px\"><\/figure><p class=\"wp-block-paragraph\"><em>One representative test run from inside the incident window. The wait-time breakdown is what ruled out DNS, connect, and SSL as the cause, and pointed the investigation straight at the backend.<\/em><\/p><p class=\"wp-block-paragraph\">One representative test endpoint was enough to confirm platform-level degradation. The team could understand the incident without instrumenting every API. A representative endpoint, paired with the network telemetry, was enough to show that the infrastructure instability and customer-facing degradation were occurring at the same time.<\/p><h2 id=\"h-how-the-monitoring-pieces-fit-together\" class=\"wp-block-heading\"><strong>How the Monitoring Pieces Fit Together<\/strong><\/h2><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.logicmonitor.com\/fr\/infrastructure-monitoring\">Supervision des infrastructures<\/a> gave the team the network context behind the incident. <a href=\"https:\/\/www.logicmonitor.com\/fr\/internet-performance-monitoring\">Supervision des performances Internet<\/a> showed what was happening at the public OAuth endpoint from outside the company&rsquo;s environment, including the response-time increase, server errors, and geographic spread. Taken together, the two capabilities connected an unstable network condition to a degraded customer-facing service.<\/p><p class=\"wp-block-paragraph\">Today, these capabilities are becoming <a href=\"https:\/\/www.logicmonitor.com\/blog\/internet-performance-monitoring-innovation\">easier to use together<\/a>. Customers can now move between the two platforms with a more seamless authentication experience. Synthetics and Internet Performance Monitoring alert data can be routed to Edwin AI through REST APIs and webhooks. Further integration work is under way, with the aim of making this kind of correlation easier to do in one place.<\/p><h2 id=\"h-apply-the-same-approach-to-your-own-services\" class=\"wp-block-heading\"><strong>Apply the Same Approach to Your Own Services<\/strong><\/h2><p class=\"wp-block-paragraph\">Internal telemetry can tell you that the environment has changed. Internet Performance Monitoring can show whether that change is degrading the experience customers receive. By correlating both views on one incident timeline, teams can eliminate false leads, prioritize the right escalation, and reduce the time it takes to move from alert to action.<\/p><p class=\"wp-block-paragraph\">Start with one API or transaction that customers rely on. If it slows down or fails, can your team see the infrastructure event behind it and the effect on the service at the same time?<\/p><p class=\"wp-block-paragraph\">If not, your investigation will begin with only part of the picture.<\/p><p class=\"wp-block-paragraph\"><\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-calendar-check\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xxs fs-md-text-display-xs fs-lg-text-display-sm font-medium text-core-blue-900\">\n        See the full picture, inside and out      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p><span style=\"font-weight: 400\">Connect infrastructure and digital experience monitoring to detect issues sooner, troubleshoot faster, and reduce their impact on customers.<\/span><\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/catchpoint-demo\" class=\"btn btn-link\" target=\"_self\">\n        Demandez une d\u00e9mo          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Lorsque la surveillance interne semble normale et que les clients signalent des pannes, la r\u00e9ponse se trouve dans un second ensemble de signaux. D\u00e9couvrez comment une plateforme de paiement a utilis\u00e9 conjointement l'infrastructure et la surveillance des performances Internet pour trouver ce qu'aucune des deux ne pouvait montrer seule.<\/p>","protected":false},"author":16,"featured_media":624161,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"unicorn_plugin_options_block_body_class":"","footnotes":""},"categories":[5035],"tags":[5348,7888,7850,7823,7760,7752,7854,7018,7868,7860],"industry":[7513],"role":[6786],"lm_strategic_tags":[],"topic":[7842],"author_attribution":[7967],"lm_product":[],"class_list":["post-624143","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","industry-financial-services","role-itops","topic-internet-performance-monitoring","author_attribution-denton-chikura"],"acf":{"page_language":"english","translated_pages":"","updated_date":null,"author_section_checkbox":true,"author_image":617027,"author_linkedin":"https:\/\/www.linkedin.com\/in\/denton-chikura-422186201\/","author_name":"Denton Chikura","author_job_title":"Technical Writer","author_dept":"","author_bio":"Denton Chikura is a technical writer and longtime observability advocate focused on helping site reliability engineers and engineering teams discover the tools and capabilities that strengthen internet resilience. He works at the intersection of monitoring, performance, and infrastructure to make complex systems more understandable and usable, bridging the gap between deep technical detail and real\u2011world operations. His goal is to help teams build faster, detect issues earlier, and recover smarter, ultimately making the internet a better, more reliable place for everyone.","reviewer_name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Inside a Payments Outage: How Internal and External Monitoring Solved What Neither Could Alone | LogicMonitor<\/title>\n<meta name=\"description\" content=\"A payments platform&#039;s infrastructure dashboards showed green. Their API was actively degrading. 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\u00e9valuer une alternative \u00e0 SolarWinds"},"content":{"rendered":"<?xml encoding=\"UTF-8\"><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50 rtc-text-content--no-top-pad\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-book-open\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xs fs-md-text-display-sm fs-lg-text-display-md font-medium text-core-blue-900\">\n        Le t\u00e9l\u00e9chargement rapide :      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 headline-is-quote\">\n        <p>Choisir une alternative \u00e0 SolarWinds est une occasion de r\u00e9duire la complexit\u00e9 op\u00e9rationnelle de la surveillance h\u00e9rit\u00e9e bas\u00e9e sur des modules.<\/p>\n      <\/div>\n    \n                  <ul class=\"rtc-text-content__bullet-list\">\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>\u00c9valuez les plateformes en fonction de leur capacit\u00e9 \u00e0 connecter la surveillance, les informations et l'automatisation s\u00e9curis\u00e9e dans des environnements hybrides.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Prioriser un pipeline de t\u00e9l\u00e9m\u00e9trie unique qui corr\u00e8le nativement les m\u00e9triques, les journaux et les traces pour acc\u00e9l\u00e9rer l'analyse des causes profondes<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Consid\u00e9rez le co\u00fbt total de possession \u00e0 long terme, y compris les frais g\u00e9n\u00e9raux de maintenance et le fardeau de \u201c soin et entretien \u201d de la plateforme.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Recherchez une architecture native SaaS qui offre une visibilit\u00e9 sur l'ensemble du parcours num\u00e9rique, y compris les d\u00e9pendances Internet, afin d'\u00e9liminer les angles morts.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                  <\/ul>\n      \n      \n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Si vous \u00e9valuez une alternative \u00e0 SolarWinds, la question n'est pas seulement de savoir quelle plateforme peut remplacer les fonctionnalit\u00e9s dont vous disposez d\u00e9j\u00e0. Il s'agit de savoir si la prochaine plateforme peut r\u00e9duire la complexit\u00e9 op\u00e9rationnelle qui vous a amen\u00e9 \u00e0 envisager des alternatives en premier lieu.<\/p><p class=\"wp-block-paragraph\">Pour de nombreuses \u00e9quipes, cette complexit\u00e9 s'est accumul\u00e9e au fil des ans. Les plateformes de surveillance h\u00e9rit\u00e9es et modulaires peuvent cr\u00e9er une visibilit\u00e9 fragment\u00e9e, un volume d'alertes et des angles morts \u00e0 travers le cloud, les applications et les d\u00e9pendances Internet que les \u00e9quipes ne contr\u00f4lent pas enti\u00e8rement, un d\u00e9fi structurel identifi\u00e9 dans le <a href=\"https:\/\/www.gartner.com\/en\/documents\/5663737\">2025 Gartner\u00ae Magic Quadrant\u2122 pour les plateformes d'observabilit\u00e9<\/a>.<\/p><p class=\"wp-block-paragraph\">Ces lacunes fa\u00e7onnent la rapidit\u00e9 avec laquelle les \u00e9quipes peuvent enqu\u00eater sur les incidents, le temps qu'elles consacrent au changement de contexte et la surcharge que la plateforme elle-m\u00eame ajoute aux op\u00e9rations quotidiennes.&nbsp;<\/p><p class=\"wp-block-paragraph\">L'\u00e9valuation d'une alternative \u00e0 SolarWinds doit aller au-del\u00e0 de la simple comparaison des fonctionnalit\u00e9s pour d\u00e9terminer si une plateforme peut connecter la surveillance, les analyses et l'automatisation s\u00e9curis\u00e9e dans des environnements hybrides sans cr\u00e9er de travail suppl\u00e9mentaire pour les \u00e9quipes qui l'utilisent.<\/p><h2 id=\"h-why-feature-checklists-dont-tell-you-enough\" class=\"wp-block-heading\">Pourquoi les listes de fonctionnalit\u00e9s ne vous disent pas assez<\/h2><p class=\"wp-block-paragraph\">De nombreuses plateformes peuvent correspondre \u00e0 des capacit\u00e9s isol\u00e9es, mais une meilleure \u00e9valuation commence par la mani\u00e8re dont la plateforme fonctionne lors d'incidents r\u00e9els :<\/p><ul class=\"wp-block-list\">\n<li>Comment les donn\u00e9es sont collect\u00e9es<\/li>\n\n\n\n<li>Comment les signaux sont corr\u00e9l\u00e9s<\/li>\n\n\n\n<li>La rapidit\u00e9 avec laquelle les \u00e9quipes peuvent enqu\u00eater sur les probl\u00e8mes<\/li>\n\n\n\n<li>Combien d'efforts manuels la plateforme supprime ou ajoute<\/li>\n<\/ul><p class=\"wp-block-paragraph\">La s\u00e9paration des produits de surveillance r\u00e9seau, de surveillance de serveurs, d'analyse de flux et de gestion de configuration oblige les \u00e9quipes \u00e0 changer constamment de contexte, augmentant l'effort manuel et retardant l'analyse de la cause premi\u00e8re lorsque chaque minute compte.<\/p><p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.forrester.com\/report\/the-forrester-wave-observability-platforms-q4-2024\/RES179920\">\u00c9valuation de la plateforme d'observabilit\u00e9 de Forrester<\/a> refl\u00e8te cette \u00e9volution. Les acheteurs recherchent de plus en plus des plateformes qui combinent les m\u00e9triques, les logs, la topologie et les donn\u00e9es d'exp\u00e9rience utilisateur, au lieu de s'appuyer sur des outils d\u00e9connect\u00e9s. En pratique, l'\u00e9valuation devrait se concentrer sur la r\u00e9duction du travail requis pour connecter ces \u00e9l\u00e9ments en cas d'incident.<\/p><h2 id=\"h-start-with-architecture-when-evaluating-a-solarwinds-alternative\" class=\"wp-block-heading\">Commencez par l'architecture lors de l'\u00e9valuation d'une alternative \u00e0 SolarWinds<\/h2><p class=\"wp-block-paragraph\">L'architecture derri\u00e8re une plateforme fa\u00e7onne la fa\u00e7on dont les op\u00e9rations se d\u00e9roulent au quotidien. <a href=\"https:\/\/www.techtarget.com\/searchitoperations\/tip\/Observability-vs-monitoring-Key-differences-explained\">TechTarget note<\/a> que les tableaux de bord pr\u00e9d\u00e9finis et les seuils sont moins efficaces dans les syst\u00e8mes distribu\u00e9s dynamiques o\u00f9 les modes de d\u00e9faillance sont impr\u00e9visibles. Dans ces environnements, la v\u00e9ritable question est de savoir si les \u00e9quipes peuvent rassembler rapidement les m\u00e9triques, les \u00e9v\u00e9nements, les logs, la topologie et les donn\u00e9es de configuration pour comprendre ce qui se passe r\u00e9ellement.<\/p><p class=\"wp-block-paragraph\">Une plateforme con\u00e7ue pour centraliser les donn\u00e9es permet aux \u00e9quipes de disposer d'un espace unique o\u00f9 les signaux peuvent \u00eatre collect\u00e9s, mis en relation et interpr\u00e9t\u00e9s ensemble. Une plateforme assembl\u00e9e \u00e0 partir de plusieurs produits peut toujours offrir une large couverture, mais cette couverture peut s'accompagner de plus de transferts, de plus de maintenance et de plus de corr\u00e9lations manuelles pendant les incidents. Qu'une plateforme ait \u00e9t\u00e9 con\u00e7ue pour connecter nativement les signaux ou qu'elle d\u00e9pende de plusieurs produits travaillant ensemble, cela affecte tout, de la vitesse d'investigation \u00e0 la charge op\u00e9rationnelle.<\/p><h2 id=\"h-what-a-single-telemetry-pipeline-changes\" class=\"wp-block-heading\">Ce qu'un pipeline de t\u00e9l\u00e9m\u00e9trie unique change<\/h2><p class=\"wp-block-paragraph\">Un flux de donn\u00e9es unique modifie la r\u00e9ponse aux incidents car les \u00e9quipes n'ont pas \u00e0 assembler le tableau manuellement. Lorsque la t\u00e9l\u00e9m\u00e9trie circule \u00e0 travers un seul syst\u00e8me, les ing\u00e9nieurs peuvent corr\u00e9ler les signaux sans les extraire d'outils distincts, ce qui permet une analyse plus rapide des causes profondes. Au lieu de commencer par des alertes dispers\u00e9es et de construire le contexte \u00e0 la main, les \u00e9quipes commencent par une vue connect\u00e9e de ce qui a chang\u00e9, de ce qui est affect\u00e9 et o\u00f9 elles devraient enqu\u00eater en premier.<\/p><p class=\"wp-block-paragraph\">Cette diff\u00e9rence est essentielle dans les environnements hybrides o\u00f9 la fronti\u00e8re entre l'infrastructure, l'application et la d\u00e9pendance \u00e0 Internet est rarement nette. Une plateforme qui connecte les donn\u00e9es \u00e0 la source donne aux \u00e9quipes une meilleure chance de comprendre les probl\u00e8mes avant qu'ils ne d\u00e9g\u00e9n\u00e8rent en une longue enqu\u00eate ou en une crise plus importante.<\/p><h2 id=\"h-born-saas-vs-migrated-saas-what-buyers-should-ask\" class=\"wp-block-heading\">SaaS d\u00e9velopp\u00e9 \u00e0 l'origine ou SaaS migr\u00e9 : Ce que les acheteurs devraient demander<\/h2><p class=\"wp-block-paragraph\">Toutes les plateformes d'observabilit\u00e9 SaaS n'ont pas \u00e9t\u00e9 con\u00e7ues comme telles. Il est essentiel de se demander si une plateforme a \u00e9t\u00e9 con\u00e7ue dans le cloud d\u00e8s le d\u00e9part ou si un produit sur site a \u00e9t\u00e9 migr\u00e9 dans le cloud et, dans ce dernier cas, si toutes les fonctionnalit\u00e9s sont pr\u00e9sentes. Cette distinction affecte la rapidit\u00e9 avec laquelle la plateforme peut \u00e9voluer et la charge de travail qu'elle impose \u00e0 l'\u00e9quipe.&nbsp;<\/p><p class=\"wp-block-paragraph\">LogicMonitor fonctionne comme une plateforme SaaS depuis pr\u00e8s de deux d\u00e9cennies, recevant des mises \u00e0 jour r\u00e9guli\u00e8res sans base de code sur site \u00e0 maintenir ou \u00e0 migrer. Bien que les acheteurs doivent \u00e9galement peser la profondeur de la couverture, l'effort de migration et la gouvernance, d\u00e9terminer si une plateforme a \u00e9t\u00e9 con\u00e7ue d\u00e8s le d\u00e9part pour une livraison moderne r\u00e9v\u00e8le son aptitude aux environnements en \u00e9volution rapide.<\/p><h2 id=\"h-a-solarwinds-alternative-should-cover-the-full-digital-path\" class=\"wp-block-heading\">Une alternative \u00e0 SolarWinds devrait couvrir le parcours num\u00e9rique complet<\/h2><p class=\"wp-block-paragraph\">L\u2019une des faiblesses les plus flagrantes des solutions de surveillance traditionnelles appara\u00eet lorsqu\u2019un incident semble \u00eatre un probl\u00e8me d\u2019infrastructure, mais provient d\u2019ailleurs, comme une d\u00e9gradation du CDN, une panne d\u2019un fournisseur DNS ou une API tierce inaccessible. Les outils de surveillance ax\u00e9s sur l\u2019infrastructure peuvent afficher des sympt\u00f4mes sans identifier ces d\u00e9pendances externes sur lesquelles les \u00e9quipes informatiques s\u2019appuient pour une prestation de services transparente.<\/p><p class=\"wp-block-paragraph\">Sans visibilit\u00e9 sur le cheminement Internet et l'exp\u00e9rience num\u00e9rique, les \u00e9quipes passent des cycles d'escalade \u00e0 chercher dans la mauvaise couche, laissant la question \u201cest-ce nous ou eux ?\u201d sans r\u00e9ponse. Une alternative plus solide \u00e0 SolarWinds offre une visibilit\u00e9 sur l'infrastructure, les applications et les d\u00e9pendances Internet afin que les \u00e9quipes puissent voir la r\u00e9alit\u00e9 au lieu de la reconstituer apr\u00e8s coup.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n  \n  <div class=\"rtc-text-content__wrapper\">\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p>Explorez comment LogicMonitor et Catchpoint r\u00e9duisent les angles morts sur les d\u00e9pendances Internet, applicatives et infrastrukturales.<\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/unicorn1.wpengine.com\/logicmonitor-catchpoint\" class=\"btn btn-link\" target=\"_self\">\n        Allons-y          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h2 id=\"h-evaluate-ai-by-what-it-helps-teams-do\" class=\"wp-block-heading\">\u00c9valuez l'IA par ce qu'elle aide les \u00e9quipes \u00e0 faire<\/h2><p class=\"wp-block-paragraph\">L'IA devrait \u00eatre \u00e9valu\u00e9e sur sa capacit\u00e9 \u00e0 am\u00e9liorer les op\u00e9rations, et non sur la place qu'elle occupe dans le marketing. Les acheteurs devraient consid\u00e9rer si elle contribue \u00e0 r\u00e9duire le bruit des alertes, \u00e0 am\u00e9liorer la priorisation, \u00e0 soutenir l'analyse des causes profondes et \u00e0 faciliter les investigations dans des environnements complexes.<\/p><p class=\"wp-block-paragraph\">Une approche plus forte de l'IA fait plus que r\u00e9sumer les alertes. Elle aide les \u00e9quipes \u00e0 connecter les signaux dans tout l'environnement, \u00e0 pr\u00e9server le contexte lorsque les incidents transitent entre les syst\u00e8mes et les \u00e9quipes, et \u00e0 r\u00e9duire le travail manuel qui ralentit les investigations. C'est important car les \u00e9quipes d'exploitation r\u00e9solvent rarement les probl\u00e8mes sur un seul \u00e9cran. Elles se d\u00e9placent entre les alertes, les journaux, les tickets, les fils de discussion et le contexte du service pour comprendre ce qui a chang\u00e9, ce qui est touch\u00e9 et o\u00f9 agir ensuite. <a href=\"https:\/\/unicorn1.wpengine.com\/edwin-ai\">Edwin AI de LogicMonitor<\/a> prend en charge ce r\u00f4le op\u00e9rationnel plus large, avec un accent sur l'investigation sensible au contexte, l'analyse inform\u00e9e par la topologie, la RCA \u00e9tay\u00e9e par des preuves, et la continuit\u00e9 entre les flux de travail plut\u00f4t que des fonctionnalit\u00e9s d'IA autonomes.<\/p><p class=\"wp-block-paragraph\">Pour les acheteurs qui \u00e9valuent les alternatives, la question la plus utile n'est pas simplement de savoir si une plateforme inclut l'IA, mais si cette IA aide les \u00e9quipes \u00e0 enqu\u00eater et \u00e0 r\u00e9pondre avec moins de friction. Edwin AI pointe vers ce mod\u00e8le plus op\u00e9rationnel en aidant \u00e0 connecter les signaux, \u00e0 transporter le contexte \u00e0 travers les flux de travail et \u00e0 soutenir un processus d'enqu\u00eate plus connect\u00e9. Le message cl\u00e9 pour les acheteurs est d'\u00e9valuer si l'IA est int\u00e9gr\u00e9e l\u00e0 o\u00f9 le travail op\u00e9rationnel se d\u00e9roule r\u00e9ellement et si elle aide les \u00e9quipes \u00e0 passer plus rapidement de la d\u00e9tection \u00e0 la compr\u00e9hension.<\/p><p class=\"wp-block-paragraph\">L'IA op\u00e9rationnelle n\u00e9cessite \u00e9galement des contr\u00f4les. Les acheteurs devraient \u00e9valuer les approbations, les contr\u00f4les d'acc\u00e8s bas\u00e9s sur les r\u00f4les, l'auditabilit\u00e9 et les playbooks standardis\u00e9s. Les \u00e9quipes d'entreprise ont besoin d'une automatisation qui fonctionne dans les limites requises par les environnements de production, et pas seulement d'une IA qui produit des r\u00e9sultats sans gouvernance.<\/p><h2 id=\"h-what-a-realistic-migration-from-solarwinds-looks-like\" class=\"wp-block-heading\">\u00c0 quoi ressemble une migration r\u00e9aliste de SolarWinds<\/h2><p class=\"wp-block-paragraph\">La plupart des \u00e9quipes d'entreprise craignent qu'une transition ne cr\u00e9e plus de risques que de rester sur place. Une migration r\u00e9aliste commence g\u00e9n\u00e9ralement par une couverture qui se chevauche dans les environnements d'infrastructure et de r\u00e9seau fondamentaux, puis s'\u00e9tend au cloud, aux logs et \u00e0 l'exp\u00e9rience num\u00e9rique \u00e0 mesure que la confiance grandit. \u00c9tant donn\u00e9 que la s\u00e9quence de migration et le retrait des outils varient selon l'environnement, les \u00e9quipes doivent planifier la variabilit\u00e9 plut\u00f4t qu'une progression lin\u00e9aire claire.<\/p><p class=\"wp-block-paragraph\">Tester la plateforme lors d'une \u00e9valuation r\u00e9elle reste important pour valider ces flux de travail. Plut\u00f4t que de se fier uniquement \u00e0 une liste de contr\u00f4le, les \u00e9quipes devraient rechercher un processus d'\u00e9valuation structur\u00e9 qui aide \u00e0 confirmer la simplicit\u00e9 du d\u00e9ploiement, la profondeur de la couverture et l'ad\u00e9quation op\u00e9rationnelle dans le contexte de la d\u00e9cision d'achat globale. LogicMonitor prend en charge ce type de validation en aidant les \u00e9quipes \u00e0 renforcer leur confiance technique avant de s'engager dans une migration plus large.<\/p><p class=\"wp-block-paragraph\">Le soutien joue aussi un r\u00f4le ; <a href=\"https:\/\/unicorn1.wpengine.com\/resources\/how-coca-cola-bottling-consolidated-have-revolutionized-their-it-infrastructure\">Coca-Cola Consolidated<\/a> effectu\u00e9 une mise en \u0153uvre en quelques semaines gr\u00e2ce \u00e0 une collaboration et une formation \u00e9troites. La migration est autant un probl\u00e8me d'adoption qu'un probl\u00e8me technique.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n  \n  <div class=\"rtc-text-content__wrapper\">\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p>Veuillez examiner le document de pr\u00e9sentation de la solution LogicMonitor vs SolarWinds.<\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/unicorn1.wpengine.com\/resources\/logicmonitor-vs-solarwinds-solution-brief\" class=\"btn btn-link\" target=\"_self\">\n        Allons-y          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h2 id=\"h-cost-and-licensing-should-be-part-of-the-evaluation\" class=\"wp-block-heading\">Le co\u00fbt et la licence doivent faire partie de l'\u00e9valuation<\/h2><p class=\"wp-block-paragraph\">Le co\u00fbt doit \u00eatre \u00e9valu\u00e9 parall\u00e8lement \u00e0 l'architecture, en se concentrant sur la capacit\u00e9 de la structure \u00e0 perdurer face aux changements d'environnement. Les acheteurs doivent comprendre comment un fournisseur tarife les \u00e9l\u00e9ments surveill\u00e9s dans des environnements hybrides. LogicMonitor utilise des packages de plateformes et des unit\u00e9s hybrides pour couvrir diff\u00e9rents types de ressources dans les environnements sur site, cloud et p\u00e9riph\u00e9riques.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n  \n  <div class=\"rtc-text-content__wrapper\">\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p>Une unit\u00e9 hybride \u00e9quivaut \u00e0 un appareil surveill\u00e9 par un collecteur sur site, une infrastructure en tant que service (IaaS) cloud, sept plateformes en tant que service (PaaS) cloud ou cinq points d'acc\u00e8s sans fil.<\/p>\n      <\/div>\n    \n      <\/div>\n<\/div><p class=\"wp-block-paragraph\">Le probl\u00e8me principal est le co\u00fbt total de possession (TCO). Le prix d'entr\u00e9e ne refl\u00e8te pas les frais g\u00e9n\u00e9raux li\u00e9s \u00e0 l'extension de la couverture, \u00e0 la fr\u00e9quence des changements de licence, ni les points o\u00f9 les frais premium augmentent le co\u00fbt au fil du temps. Le prix, la gouvernance et la d\u00e9pendance vis-\u00e0-vis du fournisseur doivent \u00eatre \u00e9valu\u00e9s dans le cadre du fonctionnement \u00e0 long terme de la plateforme.<\/p><h2 id=\"h-solarwinds-vs-logicmonitor-what-actually-matters\" class=\"wp-block-heading\">SolarWinds vs. LogicMonitor : ce qui compte vraiment<\/h2><p class=\"wp-block-paragraph\">La comparaison se r\u00e9sume \u00e0 savoir si une plateforme peut prendre en charge un environnement hybride \u00e0 grande \u00e9chelle sans n\u00e9cessiter une maintenance constante.<\/p><h3 id=\"h-comparison-table-logicmonitor-vs-solarwinds\" class=\"wp-block-heading\">Tableau comparatif : LogicMonitor vs. SolarWinds<\/h3><figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Dimension<\/strong><\/td><td><strong>LogicMonitor<\/strong><\/td><td><strong>SolarWinds<\/strong><\/td><\/tr><tr><td><strong>Approche de plateforme<\/strong><\/td><td>Plateforme d'observabilit\u00e9 unifi\u00e9e, hybride et ax\u00e9e sur l'IA pour un IT autonome.<\/td><td>Ensemble de produits modulaires pour la surveillance et les op\u00e9rations informatiques.<\/td><\/tr><tr><td><strong>Mod\u00e8le de d\u00e9ploiement<\/strong><\/td><td>Plateforme SaaS avec des collecteurs sans agent qui prennent en charge le d\u00e9ploiement et la d\u00e9couverte pour le cloud hybride et le cloud.<\/td><td>Le portefeuille refl\u00e8te la surveillance de l'infrastructure h\u00e9rit\u00e9e et les flux de travail d\u00e9pendant des produits.&nbsp;<\/td><\/tr><tr><td><strong>D\u00e9lai de mise en valeur<\/strong><\/td><td>D\u00e9ploiement rapide du collecteur, d\u00e9couverte automatique et int\u00e9gration plus rapide pour les environnements hybrides.<\/td><td>Mixte ; les outils traditionnels sont souvent d\u00e9crits comme n\u00e9cessitant une configuration intensive.&nbsp;<\/td><\/tr><tr><td><strong>IA et Automatisation<\/strong><\/td><td>AI first : Edwin AI prend en charge les enqu\u00eates contextuelles, la corr\u00e9lation d'\u00e9v\u00e9nements, la priorisation des alertes, la RCA bas\u00e9e sur des preuves et des flux de travail de r\u00e9ponse plus connect\u00e9s dans les environnements hybrides.<\/td><td>Les capacit\u00e9s de l'IA existent, mais elles sont moins centrales dans le positionnement public.<\/td><\/tr><tr><td><strong>Exp\u00e9rience num\u00e9rique et visibilit\u00e9 sur Internet<\/strong><\/td><td>Surveillance synth\u00e9tique native DEM avec surveillance \u00e9tendue des performances Internet et de l'exp\u00e9rience num\u00e9rique.<\/td><td>Capacit\u00e9s d'exp\u00e9rience num\u00e9rique, mais moins centrales dans son histoire de plateforme plus large.<\/td><\/tr><tr><td><strong>Flux de travail d'enqu\u00eate<\/strong><\/td><td>Flux d'investigation plus unifi\u00e9, corr\u00e9lant journaux, m\u00e9triques, alertes et topologie pour r\u00e9duire le bruit et acc\u00e9l\u00e9rer le d\u00e9pannage dans des environnements complexes<\/td><td>Outils r\u00e9seau\/infrastructure solides gr\u00e2ce \u00e0 NetPath, PerfStack, tableaux de bord et analyse chronologique, mais les flux de travail d\u00e9pendent davantage des fonctionnalit\u00e9s et des produits.<\/td><\/tr><tr><td><strong>Utilisabilit\u00e9 inter-\u00e9quipes<\/strong><\/td><td>Utilisation partag\u00e9e simplifi\u00e9e entre les \u00e9quipes, avec une interface moderne, une navigation rationalis\u00e9e, des tableaux de bord au niveau des ressources et le RBAC pour un acc\u00e8s sp\u00e9cifique \u00e0 l'\u00e9quipe depuis une seule plateforme.<\/td><td>La complexit\u00e9 et l'expansion modulaire peuvent cr\u00e9er plus de friction entre les \u00e9quipes, en particulier dans les organisations plus petites ou moins sp\u00e9cialis\u00e9es.<\/td><\/tr><tr><td><strong>Co\u00fbt total de possession<\/strong><\/td><td>Le mod\u00e8le SaaS enti\u00e8rement h\u00e9berg\u00e9 permet de r\u00e9duire la maintenance de la plateforme, les frais administratifs et les efforts quotidiens n\u00e9cessaires pour maintenir la surveillance \u00e0 grande \u00e9chelle.<\/td><td>Le fardeau op\u00e9rationnel total peut augmenter avec une infrastructure auto-g\u00e9r\u00e9e, un entretien continu et une administration de plateforme plus pratique.<\/td><\/tr><tr><td><strong>Mod\u00e8le de tarification<\/strong><\/td><td>Tarification flexible et conditionnement de plateformes.<\/td><td>A tendance \u00e0 d\u00e9pendre davantage du mix de produits et de l'engagement des ventes.<\/td><\/tr><tr><td><strong>Certifications de s\u00e9curit\u00e9<\/strong><\/td><td>ISO\/IEC 27001:2022, SOC 2 Type 2, FedRAMP Moderate (LM pour Gov).<\/td><td>ISO\/IEC 27001:2022, SOC 2 Type 2, Common Criteria EAL2+.<\/td><\/tr><tr><td><strong>Mise en \u0153uvre et support post-vente<\/strong><\/td><td>Assistance disponible par chat en direct et par e-mail, avec une assistance t\u00e9l\u00e9phonique disponible via le support Premier, ainsi que des options de service \u00e0 plusieurs niveaux et des commentaires positifs des examinateurs sur le support de d\u00e9ploiement et d'adoption.<\/td><td>Certaines critiques de praticiens d\u00e9crivent la configuration comme complexe et la qualit\u00e9 du support comme incoh\u00e9rente.<\/td><\/tr><\/tbody><\/table><\/figure><p class=\"wp-block-paragraph\">Une plateforme construite autour de modules distincts peut couvrir les bons domaines, mais les \u00e9quipes ressentent souvent la complexit\u00e9 dans la mani\u00e8re dont elles \u00e9tudient et maintiennent l'environnement. Une plateforme con\u00e7ue pour connecter directement ces domaines r\u00e9duit ce poids op\u00e9rationnel.&nbsp;<\/p><h2 id=\"h-the-best-solarwinds-alternative-should-make-operations-simpler\" class=\"wp-block-heading\">La meilleure alternative \u00e0 SolarWinds devrait simplifier les op\u00e9rations<\/h2><p class=\"wp-block-paragraph\">La solution de substitution la plus robuste n'est pas celle qui semble la plus similaire sur une liste de contr\u00f4le ; c'est celle qui r\u00e9duit la complexit\u00e9 de l'environnement dans lequel vous op\u00e9rez r\u00e9ellement. Cela n\u00e9cessite d'\u00e9valuer l'architecture, la visibilit\u00e9, l'IA et les licences dans le cadre de la m\u00eame d\u00e9cision afin de garantir que la plateforme aide les \u00e9quipes \u00e0 enqu\u00eater plus rapidement et \u00e0 g\u00e9rer les changements avec moins de frais g\u00e9n\u00e9raux.<\/p><p class=\"wp-block-paragraph\">La bonne alternative \u00e0 SolarWinds ne doit pas simplement ajouter un autre tableau de bord, mais r\u00e9duire activement les efforts requis lors des incidents. L'objectif est d'adopter une plateforme qui rationalise la surveillance, simplifie le triage et acc\u00e9l\u00e8re la r\u00e9ponse pour les \u00e9quipes qui g\u00e8rent ces probl\u00e8mes au quotidien. Il s'agit de minimiser le temps pass\u00e9 \u00e0 \u00e9teindre des incendies afin que les \u00e9quipes puissent consacrer plus de temps \u00e0 des initiatives strat\u00e9giques, pilot\u00e9es par l'entreprise.&nbsp;<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-calendar-check\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xxs fs-md-text-display-xs fs-lg-text-display-sm font-medium text-core-blue-900\">\n        Faites votre prochain mouvement au-del\u00e0 de SolarWinds avec plus de confiance.      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p>Discutez avec notre \u00e9quipe de votre environnement, de vos priorit\u00e9s et de la meilleure voie \u00e0 suivre.<\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/contact-us\" class=\"btn btn-link\" target=\"_self\">\n        Commencez ici          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Remplacer SolarWinds ne consiste pas seulement \u00e0 \u00e9galer les fonctionnalit\u00e9s. Il s'agit de choisir une plateforme qui r\u00e9duit la complexit\u00e9 de l'infrastructure hybride et des d\u00e9pendances Internet.<\/p>","protected":false},"author":14,"featured_media":592021,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"unicorn_plugin_options_block_body_class":"","footnotes":""},"categories":[1],"tags":[],"industry":[6790],"role":[7820],"lm_strategic_tags":[],"topic":[6775],"author_attribution":[8014],"lm_product":[],"class_list":["post-609790","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","industry-all","role-it-operations-manager","topic-infrastructure","author_attribution-sofia-burton"],"acf":{"page_language":"english","translated_pages":"","updated_date":null,"author_section_checkbox":false,"author_image":null,"author_linkedin":"","author_name":"","author_job_title":"","author_dept":"","author_bio":"","reviewer_name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What to Look for in a SolarWinds Alternative | LogicMonitor<\/title>\n<meta name=\"description\" content=\"Evaluating a SolarWinds alternative takes more than a checklist. 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Alternative"}]},{"@type":"WebSite","@id":"https:\/\/www.logicmonitor.com\/fr\/#website","url":"https:\/\/www.logicmonitor.com\/fr\/","name":"LogicMonitor","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.logicmonitor.com\/fr\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"fr-FR"},{"@type":"Person","@id":"https:\/\/www.logicmonitor.com\/fr\/#\/schema\/person\/8b0f875e5edfedbcb4e6a71d6ff6c10e","name":"rahma.naser@logicmonitor.com"}]}},"_links":{"self":[{"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/posts\/609790","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/comments?post=609790"}],"version-history":[{"count":5,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/posts\/609790\/revisions"}],"predecessor-version":[{"id":626105,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/posts\/609790\/revisions\/626105"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/media\/592021"}],"wp:attachment":[{"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/media?parent=609790"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/categories?post=609790"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/tags?post=609790"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/industry?post=609790"},{"taxonomy":"role","embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/role?post=609790"},{"taxonomy":"lm_strategic_tags","embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/lm_strategic_tags?post=609790"},{"taxonomy":"topic","embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/topic?post=609790"},{"taxonomy":"author_attribution","embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/author_attribution?post=609790"},{"taxonomy":"lm_product","embeddable":true,"href":"https:\/\/www.logicmonitor.com\/fr\/wp-json\/wp\/v2\/lm_product?post=609790"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}},{"id":624007,"date":"2026-09-01T08:00:00","date_gmt":"2026-09-01T13:00:00","guid":{"rendered":"https:\/\/www.logicmonitor.com\/?p=624007"},"modified":"2026-09-02T13:52:28","modified_gmt":"2026-09-02T18:52:28","slug":"ai-agent-risk-depends-on-context","status":"publish","type":"post","link":"https:\/\/www.logicmonitor.com\/fr\/blog\/ai-agent-risk-depends-on-context","title":{"rendered":"Pourquoi le risque li\u00e9 aux agents IA d\u00e9pend du contexte entourant l'action"},"content":{"rendered":"<?xml encoding=\"UTF-8\"><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-book-open\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xs fs-md-text-display-sm fs-lg-text-display-md font-medium text-core-blue-900\">\n        Le t\u00e9l\u00e9chargement rapide :      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 headline-is-quote\">\n        <p>The same AI-agent action can be routine in one workflow and dangerous in another. Safe autonomy depends on the conditions surrounding the action&mdash;not simply whether the action appears on an approved list.<\/p>\n      <\/div>\n    \n                  <ul class=\"rtc-text-content__bullet-list\">\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Risk changes with blast radius, reversibility, criticality, timing, environment, and rollback readiness.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Static allowed-and-blocked lists overlook the context that determines whether an action is actually safe.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Classifying workflows&mdash;not isolated actions&mdash;creates a clearer basis for deciding when agents can act autonomously, require approval, or remain recommendation-only.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p>Before automating a workflow, evaluate its surrounding conditions and assign the appropriate level of human oversight.<\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                  <\/ul>\n      \n      \n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Picture an AI agent that restarts a production service. If it does that at 2 p.m. on a Tuesday, mid-transaction, while checkout traffic is peaking, it drops live customer sessions and turns a memory blip into an incident. Now picture the identical action inside a scheduled maintenance window, with an approved rollback plan and no active user sessions. It&rsquo;s the same command, the same service, and the same agent, but one version is reckless, and the other is routine.<\/p><p class=\"wp-block-paragraph\">That gap is what governance has to account for. The restart didn&rsquo;t get riskier because the code changed. It got riskier because the conditions around it changed: the time of day, the traffic level, the presence of a rollback path, and whether anyone approved it. The action stays constant. The risk doesn&rsquo;t.<\/p><p class=\"wp-block-paragraph\">Most teams still reach for a mental model built for scripts, and that model breaks down with agents. A script that restarts a service repeats the same behavior on every run, so you can reason about it once and move on. An AI agent decides when and whether to act based on live signals, and it can chain that decision into other systems. Governance has to account for the agent&rsquo;s judgment: what signals prompt a restart, what it can do afterward, and how it responds when the restart doesn&rsquo;t solve the problem.<\/p><p class=\"wp-block-paragraph\">The restart example also exposes a failure mode that pure action-level thinking misses. An agent notices high memory use, restarts the service, and sees a brief improvement. Memory climbs again, so it restarts again. Without any sense of context, timing, and recurrence, the agent masks a memory leak with repeated restarts while the underlying problem compounds. Each restart passed the action-level check, but the workflow was broken.<\/p><figure class=\"wp-block-image size-full is-resized\"><img loading=\"lazy\" decoding=\"async\" width=\"2475\" height=\"1295\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-1_-Why-AI-Agent-Risk-Depends-on-the-Context-Around-the-Action-1.png\" alt=\"\" class=\"wp-image-624029\" style=\"aspect-ratio:1.7777777777777777;width:1112px;height:auto\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-1_-Why-AI-Agent-Risk-Depends-on-the-Context-Around-the-Action-1.png 2475w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-1_-Why-AI-Agent-Risk-Depends-on-the-Context-Around-the-Action-1-18x9.png 18w\" sizes=\"auto, (max-width: 2475px) 100vw, 2475px\"><\/figure><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">So the useful question isn&rsquo;t whether restarting a service belongs on an approved list. It&rsquo;s whether this restart, in this environment, at this moment, with this rollback path and this level of business impact, is safe enough to run without a human in the loop. The sections that follow build on that shift, because it&rsquo;s the difference between automation you can defend and automation that becomes your next incident.<\/p><h2 id=\"h-static-allowed-and-blocked-action-lists-break-down\" class=\"wp-block-heading\"><strong>Static Allowed and Blocked Action Lists Break Down<\/strong><\/h2><p class=\"wp-block-paragraph\">The instinct, when you first hand actions to an agent, is to write two lists. One holds the actions the agent may take. The other holds the actions it may not. It feels safe and auditable, but it falls apart quickly.<\/p><p class=\"wp-block-paragraph\">A list encodes the verb and nothing else. &ldquo;Restart service: allowed&rdquo; says nothing about whether the service is customer-facing, whether it&rsquo;s peak hours, whether a rollback exists, or whether change policy requires a window. A blanket &ldquo;allowed&rdquo; under-governs the dangerous version of the action, and a blanket &ldquo;blocked&rdquo; over-constrains the safe version. You end up either exposed or slow, and often both, because the same list can&rsquo;t be right for every context the action shows up in.<\/p><p class=\"wp-block-paragraph\">Some guidance in the market makes this worse by recommending that teams tag each action with a fixed risk level. It&rsquo;s tidy on a slide. In production, &ldquo;delete&rdquo; is trivial in a dev sandbox and catastrophic against a regulated data store, and one label can&rsquo;t hold both truths. When the list inevitably proves too coarse, teams either loosen it and accept risk or tighten it and lose the speed that justified the agent in the first place.<\/p><p class=\"wp-block-paragraph\">Static lists also assume the environment stays still. Runbooks change, services get promoted from staging to production, and a dependency that was internal last quarter now falls behind a customer SLA. The list doesn&rsquo;t know any of that. This is the reactive-firefighting trap in a new form: you&rsquo;re maintaining a brittle rulebook instead of governing the conditions that actually determine whether an action is safe.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n  \n  <div class=\"rtc-text-content__wrapper\">\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p><a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2025-06-25-gartner-predicts-over-40-percent-of-agentic-ai-projects-will-be-canceled-by-end-of-2027\">Gartner predicts<\/a> that more than 40% of agentic AI projects will be canceled by the end of 2027, pointing to escalating costs, unclear business value, and inadequate risk controls.<\/p>\n      <\/div>\n    \n      <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Inadequate risk controls are the driver you can address directly, and governing the conditions around each action is how you address them. Moving from reactive operations to governed autonomy means governing those conditions directly.<\/p><h2 id=\"h-the-context-signals-that-actually-change-agent-risk\" class=\"wp-block-heading\"><strong>The Context Signals That Actually Change Agent Risk<\/strong><\/h2><p class=\"wp-block-paragraph\">If the action isn&rsquo;t the unit of risk, the conditions around it are. A small, repeatable set of signals does most of the work in deciding how much oversight an agent action needs. You already weigh these in your head during a change review. The shift is making them explicit so an agent can be governed by them.<\/p><ul class=\"wp-block-list\">\n<li><strong>Blast radius<\/strong>: how many systems, services, and users the action touches if it goes wrong.<\/li>\n\n\n\n<li><strong>Reversibility<\/strong>: whether the action can be cleanly undone, or whether reversal needs a backup, a counterparty, or manual rebuild.<\/li>\n\n\n\n<li><strong>Criticality<\/strong>: how close the target is to customer-facing services and revenue.<\/li>\n\n\n\n<li><strong>Data sensitivity<\/strong>: whether the action touches regulated, personal, or security-critical data.<\/li>\n\n\n\n<li><strong>Compliance exposure<\/strong>: whether the action falls under audit, regulatory, or contractual obligations.<\/li>\n\n\n\n<li><strong>Environnement<\/strong>: dev, staging, or production, each with a different tolerance for error.<\/li>\n\n\n\n<li><strong>Timing<\/strong>: peak business hours versus an approved maintenance window.<\/li>\n\n\n\n<li><strong>Runbook maturity<\/strong>: whether the workflow is documented, tested, and consistent enough to encode.<\/li>\n\n\n\n<li><strong>Rollback readiness<\/strong>: whether a tested rollback path exists before the action runs.<\/li>\n\n\n\n<li><strong>Operational policy<\/strong>: the rate limits, approval thresholds, and windows your organization has already committed to.<\/li>\n<\/ul><p class=\"wp-block-paragraph\"><\/p><figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"2475\" height=\"2183\" src=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-2_-Why-AI-Agent-Risk-Depends-on-the-Context-Around-the-Action.png\" alt=\"\" class=\"wp-image-624030\" srcset=\"https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-2_-Why-AI-Agent-Risk-Depends-on-the-Context-Around-the-Action.png 2475w, https:\/\/www.logicmonitor.com\/wp-content\/uploads\/2026\/08\/FIGURE-2_-Why-AI-Agent-Risk-Depends-on-the-Context-Around-the-Action-14x12.png 14w\" sizes=\"auto, (max-width: 2475px) 100vw, 2475px\"><\/figure><p class=\"wp-block-paragraph\">None of these lives in the action itself. They live in the workflow around it. Reversibility and blast radius tend to carry the most weight. OWASP&rsquo;s Excessive Agency guidance names excessive functionality, excessive permissions, and excessive autonomy as the root causes of the oversized blast radius that agents can create, and the <a href=\"https:\/\/genai.owasp.org\/resource\/owasp-top-10-for-agentic-applications-for-2026\/\">OWASP Top 10 for Agentic Applications<\/a> builds on that with a least-agency principle that treats autonomy as something to be earned rather than granted by default. Compliance exposure and data sensitivity can override everything else and force a stricter posture regardless of how routine the action looks.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n  \n  <div class=\"rtc-text-content__wrapper\">\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p><strong>The action is only one part of the risk.<\/strong> Before an agent acts, evaluate the workflow&rsquo;s blast radius, reversibility, criticality, environment, timing, rollback readiness, and operational policy.<\/p>\n      <\/div>\n    \n      <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><h3 id=\"h-the-same-action-shifts-risk-across-contexts\" class=\"wp-block-heading\"><strong>The Same Action Shifts Risk Across Contexts<\/strong><\/h3><p class=\"wp-block-paragraph\">Walk a few common actions through changing conditions and the pattern holds. Restarting a service is low-stakes in a maintenance window with a rollback plan and high-stakes against a customer-facing system at peak load. Scaling a workload is routine for an internal batch job and consequential when it changes capacity on a revenue-generating tier during a traffic surge. Updating a ticket is trivial when it&rsquo;s adding a tag and sensitive when the ticket is a regulated change record that an auditor will read. Modifying a configuration is safe in a dev sandbox and serious against production infrastructure with no tested rollback. In each pair, the verb stays the same. Only the context changes, and the context is what moves the risk.<\/p><h2 id=\"h-classify-workflows-not-individual-actions\" class=\"wp-block-heading\"><strong>Classify Workflows, Not Individual Actions<\/strong><\/h2><p class=\"wp-block-paragraph\">Once you accept that context sets risk, the unit you govern has to change too. Governing individual actions means governing the one thing that stays constant while the risk moves around it. Governing workflows means governing the action together with its environment, timing, target system, rollback path, runbook maturity, and the policy that applies. That bundle is what actually determines whether autonomy is safe.<\/p><p class=\"wp-block-paragraph\">A workflow is specific in a way an action can&rsquo;t be. &ldquo;Restart the payments API in production during business hours without an approved rollback&rdquo; is a workflow you can reason about, because each variable that changes the risk is named. &ldquo;Restart a service&rdquo; is a category. You can&rsquo;t govern a category, because it collapses a dozen different risk profiles into one word. Classifying workflows gives you a consistent decision process: weigh the same signals for each one, and you can explain why one runs on its own and another waits for a person. That explanation is what security, compliance, and leadership actually ask for.<\/p><p class=\"wp-block-paragraph\">C'est aussi l\u00e0 o\u00f9 <a href=\"https:\/\/www.logicmonitor.com\/blog\/ai-agent-governance-agentic-itops-workflows\">governed autonomy<\/a> earns trust instead of assuming it. Trust is the real blocker to autonomous operations, not the underlying technology. Teams hand off work they can interrogate, and a workflow classification is interrogable: it shows the conditions, the business impact, and the rollback plan behind each decision to automate. Classifying by workflow, grounded in business impact, environment, rollback availability, and runbook maturity, makes autonomy defensible in production.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n  \n  <div class=\"rtc-text-content__wrapper\">\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p><b>Ready to move from action lists to governed workflows?<\/b><span style=\"font-weight: 400\"> Learn how to build a practical framework for expanding AI-agent autonomy safely.<\/span><\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"\/resources\/autonomous-it-governance-framework-guide\" class=\"btn btn-link\" target=\"_self\">\n        Read the governance guide          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h2 id=\"h-context-sets-the-oversight-level\" class=\"wp-block-heading\"><strong>Context Sets The Oversight Level<\/strong><\/h2><p class=\"wp-block-paragraph\">Classifying the workflow gives you an output: the level of human involvement the agent needs. Low-blast-radius, easily reversible, well-understood workflows can run autonomously with a person <a href=\"https:\/\/www.logicmonitor.com\/blog\/what-is-agentic-observability\">reviewing patterns after the fact<\/a>. Workflows with moderate impact or shared systems call for human approval before the agent executes. Workflows with large blast radius, hard-to-reverse effects, or regulatory and customer exposure stay recommendation-only, where the agent does the analysis and a person performs the action.<\/p><p class=\"wp-block-paragraph\">The important part is that oversight is an output of context, not a property of the action. The same restart can land in all three buckets depending on the workflow it appears in. In a dev environment it might run autonomously. In staging with an approved window it might need one approval. Against a customer-facing production service it might stay recommendation-only. You&rsquo;re not deciding once whether agents can restart services. You&rsquo;re deciding, per workflow, how much oversight the conditions demand.<\/p><h2 id=\"h-ask-a-better-question-before-you-automate\" class=\"wp-block-heading\"><strong>Ask A Better Question Before You Automate<\/strong><\/h2><p class=\"wp-block-paragraph\">The practical shift is a change in the question you start with. Instead of asking &ldquo;can an AI agent restart this service,&rdquo; ask &ldquo;under what conditions would it be safe, approved, reversible, observable, and bounded enough for an agent to restart this specific service.&rdquo; The first question forces a yes or no about an action and gets you a brittle list. The second question forces you to describe a workflow, and the description is the governance.<\/p><p class=\"wp-block-paragraph\">This is the thinking behind LogicMonitor&rsquo;s approach as the AI-first platform for Autonomous IT: helping teams move from reactive firefighting to governed, autonomous operations by grounding every automated decision in context and business impact. The context that makes that possible comes from connected telemetry across your environment, which is what gives an agent the data to weigh blast radius, criticality, and impact before it acts.<\/p><p class=\"wp-block-paragraph\">If you&rsquo;re deciding <a href=\"https:\/\/www.logicmonitor.com\/blog\/what-is-an-ai-agent\">where AI agents can act<\/a> in your operations, start by classifying the conditions around one workflow, not by ranking actions. For the full framework, including risk tiers, runtime controls, and a <a href=\"https:\/\/www.logicmonitor.com\/blog\/agentic-ai-maturity-model-itops\">staged path to expanding autonomy<\/a>, read our <a href=\"https:\/\/www.logicmonitor.com\/blog\/autonomous-it\">autonomous IT governance guide<\/a>.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-calendar-check\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xxs fs-md-text-display-xs fs-lg-text-display-sm font-medium text-core-blue-900\">\n        See Governed Context in Practice      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900\">\n        <p><span style=\"font-weight: 400\">See how LogicMonitor helps teams ground AI-agent decisions in context and business impact before they act.<\/span><\/p>\n      <\/div>\n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/fr\/signup\" class=\"btn btn-link\" target=\"_self\">\n        D\u00e9marrez un essai gratuit          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><h4 id=\"h-faqs\" class=\"wp-block-heading\">FAQ<\/h4><div class=\"accordion-block accordion-block--light\">\n      <div class=\"accordion-block__items\">\n              <div class=\"accordion-block__item active\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-does-contextual-risk-mean-every-workflow-needs-a-custom-rule\">\n            Does contextual risk mean every workflow needs a custom rule?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer active\">\n            <p><span style=\"font-weight: 400\">No. It means applying one consistent decision process that weighs the conditions around each workflow, so teams can explain why one runs autonomously and another needs approval. The process is shared even when the outcomes differ.<\/span><\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-is-action-level-permissioning-ever-enough\">\n            Is action-level permissioning ever enough?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p><span style=\"font-weight: 400\">For narrow actions with small blast radius and easy reversal, an action-level permission can be a reasonable starting point. Most production work needs the surrounding conditions evaluated first, because the same action carries very different risk depending on environment, timing, and rollback readiness.<\/span><\/p>\n                      <\/div>\n        <\/div>\n              <div class=\"accordion-block__item\">\n          \n          <h3 class=\"accordion-block__question\" id=\"h-which-context-signal-matters-most\">\n            Which context signal matters most?            <span class=\"accordion-block__icon\">\n              <svg width=\"24\" height=\"24\" viewbox=\"0 0 24 24\" fill=\"none\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n<path d=\"M6 9L12 15L18 9\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n            <\/span>\n          <\/h3>\n          <div class=\"accordion-block__answer\">\n            <p><span style=\"font-weight: 400\">t depends on the workflow. Blast radius, reversibility, and business criticality usually carry the most weight, but compliance exposure and data sensitivity can override them and force a stricter oversight level regardless of how routine the action looks.<\/span><\/p>\n                      <\/div>\n        <\/div>\n          <\/div>\n  <\/div><p class=\"wp-block-paragraph\"><\/p>","protected":false},"excerpt":{"rendered":"<p>D\u00e9couvrez pourquoi l'autonomie s\u00e9curis\u00e9e des agents IA d\u00e9pend du contexte du flux de travail (et non de listes d'actions fixes) et comment adapter la supervision \u00e0 l'impact commercial, au risque et \u00e0 la r\u00e9versibilit\u00e9.<\/p>","protected":false},"author":16,"featured_media":624014,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"unicorn_plugin_options_block_body_class":"","footnotes":""},"categories":[5035],"tags":[7753,5331,5339,7777,7815,7760,7908,7752,6743,6872],"industry":[6790],"role":[6786],"lm_strategic_tags":[],"topic":[6769],"author_attribution":[7967],"lm_product":[],"class_list":["post-624007","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","industry-all","role-itops","topic-aiops-automation","author_attribution-denton-chikura"],"acf":{"page_language":"english","translated_pages":"","updated_date":null,"author_section_checkbox":false,"author_image":null,"author_linkedin":"","author_name":"","author_job_title":"","author_dept":"","author_bio":"","reviewer_name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Why AI Agent Risk Depends on the Context Around the Action | LogicMonitor<\/title>\n<meta name=\"description\" content=\"The same AI agent action can be safe or risky depending on the workflow. 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des incidents par l'IA : Comment l'IA transforme la r\u00e9ponse aux incidents"},"content":{"rendered":"<?xml encoding=\"UTF-8\"><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-book-open\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xs fs-md-text-display-sm fs-lg-text-display-md font-medium text-core-blue-900\">\n        Le t\u00e9l\u00e9chargement rapide :      <\/h4>\n    \n          <div class=\"rtc-text-content__body fs-sm-text-md fs-md-text-lg fs-lg-text-lg text-core-blue-900 headline-is-quote\">\n        <p><span style=\"font-weight: 400\">AI-native incident management gives AI a larger role in investigation and response while grounding decisions in operational context and human oversight.<\/span><\/p>\n      <\/div>\n    \n                  <ul class=\"rtc-text-content__bullet-list\">\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p><span style=\"font-weight: 400\">AI agents can investigate, correlate, and handle suitable incident work.<\/span><\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p><span style=\"font-weight: 400\">Telemetry and operational context determine the quality of AI-assisted response.<\/span><\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                      <li class=\"bullet-list-item\">\n              <span class=\"bullet-list-item__icon\">\n                <svg class=\"\" width=\"24px\" height=\"24px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-check-mark\"><\/use>\n    <\/svg>              <\/span>\n              <div class=\"bullet-list-item__content\">\n                                  <span class=\"bullet-list-item__content-heading fs-sm-text-sm fs-md-text-md fs-lg-text-md text-midnight-blue-500\">\n                    <p><span style=\"font-weight: 400\">Governance sets the boundary between autonomous action and human approval.<\/span><\/p>\n                  <\/span>\n                              <\/div>\n            <\/li>\n                  <\/ul>\n      \n      \n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p><p class=\"wp-block-paragraph\">Modern incidents generate more evidence than responders can efficiently connect under pressure. The challenge is turning alerts, changes, dependencies, and prior history into a coherent explanation.<\/p><p class=\"wp-block-paragraph\">In Forrester&rsquo;s <em><\/em><a href=\"https:\/\/www.logicmonitor.com\/resources\/forrester-incident-management-modernization-ai\"><em>Incident Management Has Outgrown Its Playbook<\/em><\/a>, the report argues that mature teams are shifting more of that investigative work to AI, including signal correlation, context retrieval, and incident summarization.<\/p><p class=\"wp-block-paragraph\">AI-native incident management builds on that model, with AI handling more of the investigation while humans retain judgment for novel, ambiguous, and high-consequence incidents.<\/p><h2 id=\"h-ai-changes-where-incident-work-begins\" class=\"wp-block-heading\">AI changes where incident work begins<\/h2><p class=\"wp-block-paragraph\">Traditional observability interfaces are organized around data. Dashboards expose metrics. Alert queues expose events. Topology views expose relationships. Each has value, although the responder still has to decide where to begin and how the evidence fits together.<\/p><p class=\"wp-block-paragraph\">An <a href=\"https:\/\/www.logicmonitor.com\/blog\/why-legacy-itops-workflows-break-at-scale\">AI-native workflow<\/a> can begin with the operational problem itself.<\/p><p class=\"wp-block-paragraph\">A responder can start from an incident and receive the related signals, affected dependencies, relevant change activity, and previous patterns as part of the investigation. The system can narrow the search before the responder opens five separate views. That changes the first minutes of response.<\/p><p class=\"wp-block-paragraph\">The engineer still needs access to the underlying evidence, especially when the failure is novel or consequential. The difference is that locating and assembling that evidence no longer has to be entirely manual.<\/p><p class=\"wp-block-paragraph\">Mature organizations are treating knowledge orchestration as an operational capability, bringing together service desk records, observability data, change history, prior incidents, and architectural documentation so relevant context can be retrieved during triage.<\/p><p class=\"wp-block-paragraph\">AI-native incident management takes that capability and makes it part of the normal response workflow.<\/p><h2 id=\"h-the-useful-unit-of-work-becomes-the-incident\" class=\"wp-block-heading\">The useful unit of work becomes the incident<\/h2><p class=\"wp-block-paragraph\">Tool-centric workflows tend to expose infrastructure according to the systems collecting the data.<\/p><p class=\"wp-block-paragraph\">An application team sees its application alerts. Infrastructure sees hosts and devices. Network teams see their own events. ITSM records the incident after those signals have already begun to accumulate. The incident itself rarely respects those boundaries.<\/p><p class=\"wp-block-paragraph\">A configuration change in one domain can produce symptoms somewhere else. Several alerts generated by different systems can describe the same failure. The first visible symptom may sit several dependencies away from the originating cause.<\/p><p class=\"wp-block-paragraph\">An <a href=\"https:\/\/www.logicmonitor.com\/blog\/what-is-an-ai-agent\">Agent d'intelligence artificielle<\/a> can work across those boundaries when it has enough operational context. Rather than treating every signal as an independent problem, it can look for relationships among events, services, changes, and historical patterns.<\/p><p class=\"wp-block-paragraph\">Forrester highlights this form of correlation as part of <a href=\"https:\/\/www.logicmonitor.com\/blog\/agentic-ai-maturity-model-itops\">mature incident operations<\/a>. One practitioner describes AI using patterns to consolidate several alerts into a single incident and reduce the time required to find the underlying cause.<\/p><p class=\"wp-block-paragraph\">That is also where <a href=\"https:\/\/www.logicmonitor.com\/fr\/edwin-ai\">Edwin AI<\/a> fits into the model. Edwin AI correlates signals across the <a href=\"https:\/\/www.logicmonitor.com\/fr\/platform\">Plateforme LogicMonitor<\/a> and uses operational context to support investigation. Telemetry, topology, change information, and service relationships give the system a basis for determining which signals belong together and where the likely cause may sit.<\/p><p class=\"wp-block-paragraph\">The product value comes from improving the quality of the starting point. Engineers can begin with a more coherent incident rather than a collection of symptoms they first have to reconcile.<\/p><h2 id=\"h-ai-agents-change-the-division-of-labor\" class=\"wp-block-heading\">AI agents change the division of labor<\/h2><p class=\"wp-block-paragraph\">AI-native operations also change who performs different parts of incident response.<\/p><p class=\"wp-block-paragraph\">Forrester describes a mature model in which AI agents handle high-volume, low-complexity, well-understood incidents, while human responders concentrate on cases where ambiguity or consequence makes judgment essential.<\/p><p class=\"wp-block-paragraph\">An agent correlating alerts presents a different risk profile from an agent restarting production infrastructure. Retrieving prior incidents is different from changing a network configuration. Recommending a remediation step is different from executing an irreversible one.<\/p><p class=\"wp-block-paragraph\">The progression toward <a href=\"https:\/\/www.logicmonitor.com\/blog\/autonomous-it-2026-announcement\">informatique autonome<\/a> therefore happens at the task level.<\/p><p class=\"wp-block-paragraph\">An <a href=\"https:\/\/www.logicmonitor.com\/blog\/meet-edwin-ai-specialized-agents-agentic-aiops\">investigation agent<\/a> may be able to gather evidence, test hypotheses against telemetry, and recommend a response while an engineer remains responsible for execution. Routine remediation can carry more delegated authority when the action is understood, reversible, and tightly scoped.<\/p><p class=\"wp-block-paragraph\">Forrester also identifies a risk that deserves more attention: excessive delegation can erode human expertise. If AI handles work where responders still need practiced judgment, teams may lose the experience required for unusual or high-impact incidents.<\/p><p class=\"wp-block-paragraph\">Human involvement should be designed around consequence and uncertainty rather than preserved as a ceremonial approval step.<\/p><h2 id=\"h-operational-context-determines-whether-ai-is-useful\" class=\"wp-block-heading\">Operational context determines whether AI is useful<\/h2><p class=\"wp-block-paragraph\">Giving an agent access to more tools does not give it a reliable understanding of the environment. Incident reasoning depends on <a href=\"https:\/\/www.logicmonitor.com\/blog\/why-itops-automation-needs-context-graphs\"><em>contexte<\/em><\/a>.<\/p><p class=\"wp-block-paragraph\">The agent needs to know which systems depend on one another, what changed recently, whether a signal is anomalous for that particular resource, and whether a similar incident has appeared before. Without that context, sophisticated reasoning can still produce a weak diagnosis.<\/p><p class=\"wp-block-paragraph\">C'est pourquoi <a href=\"https:\/\/www.logicmonitor.com\/blog\/agentic-aiops-and-observability\">observabilit\u00e9<\/a> remains foundational in an AI-native model. Forrester recommends bringing observability directly into the incident lifecycle so responders can see current health, recent changes, and dependency status without assembling that picture manually. The report describes observability as an incident context engine because its value extends beyond producing alerts.<\/p><p class=\"wp-block-paragraph\">The same principle applies to AI. Edwin AI depends on the operational data beneath it. The LogicMonitor platform supplies the telemetry and context used to investigate conditions across the environment, while Edwin provides an AI-driven layer for interpreting those signals and supporting the response. LogicMonitor&rsquo;s approved positioning is explicit that the AI experience depends on the platform&rsquo;s telemetry, topology, integrations, context, visibility, and controls.<\/p><p class=\"wp-block-paragraph\">An AI agent can simplify the route to an answer. The answer still has to be grounded in what the systems are actually doing.<\/p><h2 id=\"h-ai-native-incident-management-extends-into-action\" class=\"wp-block-heading\">AI-native incident management extends into action<\/h2><p class=\"wp-block-paragraph\">Once an AI system can change its environment, incident management also becomes a permissions problem. The organization has to define which actions an agent can take independently, which require approval, and which remain outside the agent&rsquo;s authority.<\/p><p class=\"wp-block-paragraph\">Forrester recommends explicit agent permissions, secondary approval for destructive actions, audit trails that preserve decisions and reasoning, and escalation thresholds that route higher-consequence decisions to human responders.<\/p><p class=\"wp-block-paragraph\">Its AI Agent Permission Audit Matrix makes the logic clearer. Actions with limited blast radius and strong reversibility can support greater autonomy. Actions that are difficult to reverse or capable of affecting a wide environment require stronger controls.<\/p><p class=\"wp-block-paragraph\">That framework turns autonomous IT into a series of concrete operating decisions. Teams can automate alert handling sooner than database deletion. They can give an agent authority to retrieve <a href=\"https:\/\/www.logicmonitor.com\/blog\/logs-based-root-cause-analysis-edwin-ai\">journaux<\/a> before giving it authority to change firewall policy. They can allow automated remediation in a narrow, well-understood scenario while maintaining approval requirements elsewhere.<\/p><h2 id=\"h-greater-autonomy-should-follow-operational-maturity\" class=\"wp-block-heading\">Greater autonomy should follow operational maturity<\/h2><p class=\"wp-block-paragraph\">The temptation with agentic AI is to begin with the most visible capability: <a href=\"https:\/\/www.logicmonitor.com\/blog\/why-itops-automation-is-hard\">action<\/a>.<\/p><p class=\"wp-block-paragraph\">Forrester recommends the opposite sequence. Organizations should establish <a href=\"https:\/\/www.logicmonitor.com\/blog\/ai-agent-governance-agentic-itops-workflows\">gouvernance<\/a> before expanding autonomy and should modernize incident operations gradually because response remains a live, mission-critical capability.<\/p><p class=\"wp-block-paragraph\">AI-assisted investigation can create value while teams improve their knowledge sources and governance model. The next stage can introduce recommendations and bounded actions. Broader autonomy becomes reasonable once the organization has enough confidence in the underlying data, decision quality, permissions, and auditability.<\/p><p class=\"wp-block-paragraph\">Edwin AI supports that progression by bringing investigation, operational context, and guided action into the same incident model. The degree of autonomy can increase as teams establish where automation performs reliably and where human review remains necessary.<\/p><p class=\"wp-block-paragraph\">AI-native therefore describes more than an interface with a conversational layer. It describes an operating model in which AI participates throughout the incident lifecycle, with its authority calibrated to the task and its decisions grounded in operational evidence.<\/p><h2 id=\"h-what-ai-native-incident-management-looks-like-in-practice\" class=\"wp-block-heading\">What AI-native incident management looks like in practice<\/h2><p class=\"wp-block-paragraph\">For an ITOps team, the change becomes visible in the sequence of work.<\/p><p class=\"wp-block-paragraph\">An incident begins, and AI assembles the relevant signals and operational context. It identifies related events, surfaces likely dependencies, retrieves relevant history, and develops a working explanation. The responder can inspect the evidence, refine the investigation, and decide how far the system should proceed.<\/p><p class=\"wp-block-paragraph\">For a familiar incident with a well-understood recovery path, the agent may be able to execute the next step within established controls. For a novel failure with uncertain impact, the same system can stop at investigation and escalation.<\/p><p class=\"wp-block-paragraph\">The goal is greater precision in how human attention gets used.<\/p><p class=\"wp-block-paragraph\">Routine investigative work can move toward AI. High-consequence judgment stays with people. The boundary between the two becomes explicit rather than improvised during every incident.<\/p><p class=\"wp-block-paragraph\">That is the substance behind AI-native incident management: connected operational context, AI capable of reasoning over it, and governance that determines when reasoning can become action.<\/p><p class=\"wp-block-paragraph\">The next question is how teams draw those boundaries in production. That includes deciding which incident tasks can be delegated safely, where human approval should remain mandatory, and how agent permissions should change as confidence grows.<\/p><div class=\"rtc-text-content rtc-text-content__light bg-cool-grey-50\">\n      <span class=\"head-icon\"><svg class=\"\" width=\"50px\" height=\"50px\" style=\"fill: \">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-light-calendar-check\"><\/use>\n    <\/svg><\/span>\n  \n  <div class=\"rtc-text-content__wrapper\">\n          <h4 class=\"rtc-text-content__headline fs-sm-text-display-xxs fs-md-text-display-xs fs-lg-text-display-sm font-medium text-core-blue-900\">\n        Hear from Forrester analyst Julie Mohr on how modern failures are changing incident response, where agentic AI fits, and how teams can define safe boundaries for autonomous action.      <\/h4>\n    \n    \n          \n      \n              <div>\n            <a href=\"https:\/\/www.logicmonitor.com\/events\/webinar-incident-management-ai-era\" class=\"btn btn-link\" target=\"_self\">\n        Save your seat          <span class=\"icon-end\"><svg class=\"\" width=\"20px\" height=\"20px\" style=\"fill: #060F4B\">\n        <use xlink:href=\"https:\/\/www.logicmonitor.com\/wp-content\/themes\/unicorntwentyfive\/assets\/icons\/sprite.svg#icon-arrow-right\"><\/use>\n    <\/svg><\/span>\n      <\/a>\n        <\/div>\n            <\/div>\n<\/div><p class=\"wp-block-paragraph\"><\/p>","protected":false},"excerpt":{"rendered":"<p>La gestion des incidents nativement IA int\u00e8gre des agents, un contexte d'observabilit\u00e9 et une automatisation encadr\u00e9e dans le triage et la correction. D\u00e9couvrez \u00e0 quoi ressemblent les op\u00e9rations natives de l'IA.<\/p>","protected":false},"author":16,"featured_media":623838,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"unicorn_plugin_options_block_body_class":"","footnotes":""},"categories":[5035],"tags":[7753,5331,7811,7777,7815,7760,6743,6872,7050,7084],"industry":[6790],"role":[6783],"lm_strategic_tags":[],"topic":[6769],"author_attribution":[7977],"lm_product":[],"class_list":["post-623837","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","industry-all","role-it-leadership","topic-aiops-automation","author_attribution-margo-poda"],"acf":{"page_language":"english","translated_pages":"","updated_date":null,"author_section_checkbox":true,"author_image":575231,"author_linkedin":"https:\/\/www.linkedin.com\/in\/mspoda\/","author_name":"Margo Poda","author_job_title":"Sr. Content Marketing Manager, AI","author_dept":"Edwin AI","author_bio":"Margo Poda leads content strategy for Edwin AI at LogicMonitor. With a background in both enterprise tech and AI startups, she focuses on making complex topics clear, relevant, and worth reading\u2014especially in a space where too much content sounds the same. She\u2019s not here to hype AI; she\u2019s here to help people understand what it can actually do.","reviewer_name":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.4 (Yoast SEO v28.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>AI Incident Management: How AI Changes Incident Response - LogicMonitor<\/title>\n<meta name=\"description\" content=\"AI-native incident management brings agents, observability context, and governed automation into triage and remediation. 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